Salesforce Administrator ITV Careers

Deaf Unity; Greater London; Hybrid; GBP 40,000 - 45,000; Full time

Job summary

ITV is seeking a Salesforce Administrator to manage and optimise our Salesforce platform, delivering high-quality user support and strategic enhancements.

You will collaborate across teams to ensure data quality, enable self-service, and maximise adoption of Salesforce features and connected apps. The role blends operational support with project-work, requiring training, process design, and ongoing CRM improvement.

Qualifications

• Strong knowledge of Salesforce Sales Cloud capabilities, limitations, and configurations.
• Experience with Salesforce administration and user support.
• Experience supporting a range of users from trainee to senior level.
• Salesforce certified administrator or Admin 201 certification preferred.
• Experience with Salesforce configuration (workflow, validation rules, custom objects, Data Loader, formula fields, ProcessBuilder, Lightning).
• Familiarity with Agentforce AI agents in the Salesforce ecosystem.

Responsibilities

• Manage and resolve Salesforce support requests promptly with stakeholders.
• Implement and enhance support processes, adhering to SLAs.
• Conduct service reviews and backlog meetings for prioritisation.
• Provide training and coaching to Salesforce users and super users.
• Document business requirements and technical specifications for development.

Skills

Salesforce Sales Cloud

User support

Business analysis

Strong communication

Learning agility

Agentforce AI

Education

Salesforce Admin 201 certification

Tools

Jira

Miro

Slack

Data Loader

Job description

12 Month Maternity Cover

Location: Hybrid Working from White City London Office

Salary range: 40 – 45k

Role Overview

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:

Service Management & Salesforce Support

• 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.
• Proactively stay up to date on the latest Salesforce releases, features, and platform enhancements to continuously optimise business 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.

Minimum Criteria

• Strong knowledge of Salesforce platform (Sales Cloud) capabilities, limitations, and configurations.
• Experience and familiarity with Agentforce autonomous AI agents and capabilities within the Salesforce ecosystem.
• 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 (workflow, validation rules, custom objects, Data Loader, formula fields, ProcessBuilder, Lightning, Agentforce).
• 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.

Additional Desirable Skills

• 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, Agentforce Vibes
• Experience with other Salesforce products such as Marketing Cloud, Experience Cloud
• Knowledge of business concepts in advertising and media distribution.
• Data Literacy (Excel Data Cleansing, SQL, Excel Pivot Tables).
• Experience with integration methodologies such as REST API, iPaaS tools such as Mulesoft, Snaplogic, Dell Boomi etc