Job Description

Sr. Salesforce Analyst






The Support Lead is responsible for coordinating and overseeing the CRM Salesforce Production Support team while providing overall direction and leadership for ongoing support and operational activities. This role collaborates closely with project teams, stakeholders, business partners, and leadership to ensure the successful delivery of CRM Production Support services within established scope, priorities, and timelines. Key Responsibilities Team Leadership & Service Delivery: Lead production support and service delivery for CRM Salesforce through a dedicated Scrum or Kanban team, ensuring strong team collaboration, adherence to service management processes, and efficient handling of ad hoc operational tasks. Incident & Problem Management Reporting: Develop and publish regular status reports for CRM Production Incident and Problem Management activities. Provide leadership updates on overall service health, ongoing issues, and problem ticket resolution progress. Trend Analysis & Metrics: Analyze and report on incident and problem ticket trends, including inflow vs. resolution metrics across both Production and Non-Production Salesforce CRM environments. System & Alert Monitoring: Monitor and report ticket volumes by status (In Progress, Acknowledged, Monitoring, etc.). Track and respond to system alerts generated through Dynatrace, SiteScope, Azure Monitor, Splunk, batch jobs, and other monitoring tools to ensure timely issue response and resolution. Major Incident Management (MIM): Coordinate and actively participate in Major and Significant Incident Management processes. Assess business impacts, facilitate communication among cross-functional stakeholders, track action items, and ensure timely closure of incident records. Escalations & Stakeholder Coordination: Serve as the primary lead coordinator for escalations within the CRM Production Support team. Ensure critical issues are prioritized, addressed efficiently, and communicated effectively to executive stakeholders and business partners. Shared Services Operations: Coordinate with shared service teams for cross-system issue resolution, facilitating seamless service management execution and operational alignment. Required Experience & Technical Skills Methodologies & Certifications: Certified Scrum Master (CSM) required. Deep hands-on experience in Agile Management, Scrum methodology, and Kanban team execution. Service Management (ITIL): Strong expertise in Incident Management, Problem Management, Problem Analysis, and Major Incident Management (MIM) workflows. Platform Expertise: Strong working knowledge of Salesforce CRM platforms and environment dynamics. Monitoring & Alerting Tooling: Background in problem ticket triage using enterprise observability tools, including Splunk, Dynatrace, Azure Monitor, and SiteScope. Project & Stakeholder Management: Proven track record in project management, executive status reporting, stakeholder management, and client relationship management.

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