Senior Salesforce Administrator

ITV; London; Hybrid; GBP 45,000 - 70,000; Full time

Job summary

A leading media company is seeking a Senior Salesforce Administrator to join their London-based Content Services team. The role includes managing Salesforce support requests and implementing new processes, alongside training and coaching junior staff. The ideal candidate will possess in-depth Salesforce expertise, project leadership experience, and a proven ability to foster a data quality culture within the organization.

Qualifications

• Domain expert in Salesforce platform.
• Experience supporting users from trainee to C-level.
• Salesforce project leadership experience.

Responsibilities

• Manage Salesforce support requests and implement new support processes.
• Create training plans and user guides for effective user onboarding.
• Lead Salesforce projects from POC to delivery and document requirements.

Skills

Salesforce expertise

Data quality culture promotion

Training and coaching

Project leadership

Business process implementation

Familiarity with Jira

Agile methodologies

User support culture

Education

Salesforce Certified Admin

Tools

Jira

Miro

Slack

Job description

Senior Salesforce Administrator

Perm | Full-time

Location: London | Hybrid (minimum 2 days in the office per week).

We are looking for a Senior Salesforce Administrator to join our Content Services team based in London.

Key responsibilities:

Service Management & Salesforce Support:

• Manage Salesforce support requests: ensuring timely resolution and robust communication to the business.
• Implementing new support processes: ensuring support, SLA, and design frameworks are adhered to.
• Conduct regular service reviews with stakeholders.
• Facilitate backlog meetings for workload prioritisation with other team members.
• Introduce new services and provide necessary support, training, and documentation.
• Confidence in challenging stakeholders, offering constructive feedback.

Training & Coaching:

• Create training plans and user guides/videos.
• Manage and coach future junior team members.
• Measure the success of new features and requests.
• Feedback on adoption and use of feature requests.

Business Analysis & Project Management:

• Lead Salesforce projects from POC to delivery.
• Understand user processes, workflows, and data flows.
• Participate in requirements gathering and documenting detailed business requirements.
• Document technical specs for offshore development.
• Stay updated on ITV-wide plans and Salesforce's role in the vision.

Data Quality Culture & Democratisation of Data:

• Promote data accessibility and self-service for Salesforce users.
• Collaborate to create self-service data tools.
• Advocate for data quality culture and standards.
• Ensure data accuracy and integrity in Salesforce records.
• Develop self-service analytics solutions.

Design & Development:

• Design high-level architecture and data models.
• Develop apps for productivity and adherence to design best practices.
• Champion new methodologies, tools, and processes for team improvement.
• Implement and test Salesforce enhancements and custom additions.

Skills you’ll need (minimum criteria)

• Domain expert in Salesforce platform.
• Experience supporting a range of users, from trainee to C - level
• Experience learning new tools and platforms with a can do attitude to supporting new services
• Salesforce certified admin
• Salesforce project Leadership experience
• Experience of using Jira / Miro / Slack and other enterprise wide collaboration tools.
• Experience implementing new processes within the business & driving consistency

Other things we’re looking for (key criteria)

• Track record of promoting and maintaining a self service support culture, minimising time spent with users.
• Proven experience in promoting a data quality culture and democratising data within the Salesforce environment.
• Experience in training and coaching using a variety of tools.
• Proficiency in creating training materials, user guides, and videos to facilitate user adoption.
• Knowledge of agile methodologies.
• Experience in designing high-level architecture data models for Salesforce instances.
• Familiarity with Salesforce release management and testing processes.
• Proactive mindset and ability to stay updated on industry trends and Salesforce best practices.
• Leadership skills to manage and coach junior Salesforce administrators effectively.
• Strong visualisation tools and ability to create clear and customer facing architecture processes/ diagrams.
• ITIL Certifications (Optional)