Salesforce Administrator

ITV; London; On-site; GBP 45,000 - 65,000; Full time

Job summary

Join ITV as a Salesforce Administrator, where you'll manage and optimize our Salesforce environment, ensuring user empowerment and operational support. Your role will include facilitating access to data, promoting data quality, and implementing enhancements to our CRM system, making a significant impact on user efficiency and business processes.

Qualifications

• Salesforce Administrator certification or relevant experience required.
• Strong knowledge of Salesforce configuration including Flow and validation rules.
• Ability to learn new tools quickly and support services beyond Salesforce.

Responsibilities

• Manage Salesforce support requests and communication with stakeholders.
• Conduct training for Salesforce super users and manage training resources.
• Participate in Salesforce projects from proof of concept to delivery.

Skills

Salesforce platform knowledge

Communication skills

Business analysis proficiency

Education

Salesforce Certified Administrator

ITIL Certification

Tools

Jira

Miro

Slack

Job description

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Shaping culture is in the DNA of ITV. So, it’s not surprising that you’ll find us in every home in the UK, our productions are famous all over the world and we’re at the forefront of the digital streaming revolution.

When you join us, you enter a fun working environment. With opportunities to learn, to grow and make a real difference. Small enough that your impact’s felt in the business, but big enough that your impact reaches millions of people.

Come develop your skills, change TV and the course of your career. Don’t just watch it. Be part of it. Join ITV.

Your impact sends ripples.

The role

As a Salesforce Administrator at ITV, you will be integral in managing and optimising our Salesforce platform, ensuring high standards of support and user empowerment. This role bridges the gap between junior and senior administration, focusing on both operational support and strategic enhancements to our Salesforce environment. You will work closely with various teams, promoting data quality, self-service support, and effective use of Salesforce tools and connected applications

As a Salesforce Administrator at ITV, you will play a crucial role in supporting and optimising our Salesforce platform. You will ensure high standards of support and user empowerment, driving both operational support and strategic enhancements across the Salesforce environment. In this role, you will collaborate closely with various teams to promote data quality and self-service support, ensuring effective use of Salesforce tools and connected applications. Your responsibilities will encompass managing support requests, implementing new processes, providing training and coaching, and advocating for data accessibility and accuracy. You will be instrumental in facilitating the successful adoption of Salesforce features and maintaining a robust, efficient CRM system that meets the evolving needs of our business.

Key Responsibilities

• Manage and resolve Salesforce support requests promptly, ensuring effective communication with business stakeholders.
• Implement and enhance support processes, adhering to SLAs and support frameworks.
• Conduct regular service reviews and backlog meetings for workload prioritisation.
• Assist in the introduction of new services, providing necessary support, training, and documentation.
• Challenge stakeholders constructively and offer feedback to improve processes.

Training & Coaching

• Create and manage training plans, user guides, and training videos.
• Provide training and coaching to Salesforce super users
• Measure the success of new features and gather feedback on adoption and usage.

Business Analysis & Project Management

• Participate in Salesforce projects from proof of concept to delivery.
• Understand and document user processes, workflows, and data flows.
• Assist in gathering and documenting detailed business requirements.
• Document technical specifications for development and stay updated on ITV-wide plans.

Data Quality & Democratisation

• Promote data accessibility and self-service for Salesforce users.
• Advocate for data quality standards and ensure data accuracy in Salesforce records.
• Develop self-service analytics solutions and collaborate on creating data tools.

Design & Development

• Assist in designing high-level architecture and data models.
• Develop and implement Salesforce enhancements and custom additions.
• Stay updated on new methodologies, tools, and processes to improve team performance.

Skills you’ll need (minimum criteria)

• Strong knowledge of Salesforce platform (Sales Cloud) capabilities, limitations, and configurations.
• Experience supporting a range of users, from trainee to senior level.
• Salesforce certified administrator or relevant experience (Admin 201 certification preferred).
• Experience in Salesforce configuration (Flow, validation rules, custom objects, Data Loader, formula fields, Lightning).
• Ability to learn new tools and platforms quickly and support new services beyond the core Salesforce platform.
• Strong communication skills with the ability challenge propositions from the end users as well as suggest alternative solutions in a constructive way.

Other things we’re looking for (key criteria)

• Proficiency in business analysis and understanding user processes and workflows.
• Experience with Jira, Miro, Slack, and other enterprise collaboration tools.
• ITIL Certification.
• Salesforce Apex experience / Visualforce, Lightning Web Components
• Experience with other Salesforce products such as Marketing Cloud, Experience Cloud
• Knowledge of business concepts in advertising and media distribution.
• Experience with integration methodologies such as REST API, iPaaS tools such as Mulesoft, Snaplogic, Dell Boomi etc