Systems Support Analyst (CRM)

University of Glasgow; Glasgow; Hybrid; GBP 34,000 - 38,000; Full time

Benefits offered by this job

41 days leave (full-time)

Pension

Flexible working

Health & wellbeing

Job summary

University of Glasgow is seeking a Salesforce Administrator to deliver system configuration, user support and training for our Salesforce-based university solutions. You will analyse change requests, configure Salesforce objects, manage users and security, and mentor staff to maximise platform usage.

The role requires experience in configuring Salesforce, testing, training delivery, and strong communication skills within a complex HE environment.

Qualifications

• A1 Relevant professional experience and SCQF level 8 or equivalent.
• A2 Knowledge of user support techniques and helpdesk processes.
• A3 Understanding of system testing and issue logging.
• A4 Deep knowledge of Salesforce CRM platform and best practices.
• B1 Familiarity with Salesforce Education Cloud or Education Data Architecture (EDA).
• B2 Understanding FOI and DPA legislation.
• B3 Salesforce Certified Platform Administrator.
• B4 Salesforce Certified Marketing Cloud Engagement Administrator.
• C1 Salesforce configuration, including workflows and lightning components.
• C2 Manage/workload prioritisation across projects, meeting deadlines.
• C3 Attention to detail and high accuracy.
• C4 Analytical and problem-solving skills.
• C5 Initiative and teamwork with minimal supervision.
• C6 IT training delivery to diverse user groups.
• C7 Strong communication and interpersonal skills.
• E1 Experience as Salesforce Administrator in a complex org.
• E2 Experience configuring Salesforce to meet diverse user needs.
• E3 Experience supporting and training users.
• E4 Experience providing specialist information to varied audiences.
• F1 HE sector experience.
• F2 Experience with agile IT teams.
• F3 Experience with Salesforce integration tools and APIs.

Responsibilities

• Analyse system change requests and assess impact of new releases before implementation.
• Configure Salesforce objects, fields, layouts, record types, validation rules, workflows, and automations.
• Manage user setup, roles, profiles, permissions, and security settings.
• Provide specialist operational knowledge and mentor Salesforce users.
• Resolve operational issues via troubleshooting and guidance.
• Carry out Salesforce system testing and capture issues for improvement.
• Support development and delivery of training materials and guides.
• Develop and maintain reports and dashboards for stakeholders.
• Collaborate with managers to create tasks in system backlogs.
• Organise workload across multiple projects to meet timescales.

Skills

Salesforce config

Workload prioritisation

Attention to detail

Analytical skills

Initiative

IT training delivery

Communication skills

Education

SCQF Level 8 / HND or equivalent

Tools

Salesforce Education Cloud

Salesforce EDA

Salesforce API integration

Job description

Job Purpose

Responsible for providing system configuration, user support and training, testing and user research for Salesforce, contributing to the implementation and continuous improvement of the University business solutions built on the Salesforce platform.

Main Duties and Responsibilities

1. To analyse system change requests and assess the impact of new system releases prior to implementation, ensuring any impact is considered and communicated to the appropriate staff/Schools/Colleges.




2. Configure and customise Salesforce objects, fields, page layouts, record types, validation rules, workflows, and process automations to support university processes.




3. Manage user setup, roles, profiles, permissions, and security settings to ensure appropriate access and data protection




4. To provide specialist operational knowledge to users to mentor them in how to get the best from Salesforce.




5. To resolve operational issues and queries independently through troubleshooting and advising on courses of action as appropriate.




6. To carry out Salesforce system testing, identifying and capturing issues to support continuous improvement and efficiency.




7. To support the development and delivery of training including user guides, knowledge base articles, and trouble-shooting guides.




8. Develop and maintain reports and dashboards to provide actionable insights for stakeholders across the institution.




9. To liaise with the Systems Development Manager and/or Project/Scrum Masters to create and add tasks to system backlogs as a result of issues raised via the helpdesk, testing or user research.




10. To organise own workload within multiple projects by planning and prioritising own schedule and coordinating with other project team members in order to ensure that timescales and targets are met.




11. To deal with sensitive information and data held for all University staff with a very high degree of confidentiality and discretion adhering to data protection legislation.

Knowledge, Qualifications, Skills and Experience

Knowledge/Qualifications

Essential:

A1 Ability to demonstrate the competencies required to undertake the duties associated with this level of post having acquired the necessary knowledge and skills through personal development and progression in a similar related role(s).Or: Scottish Credit and Qualification Framework level 8 (Scottish Vocational Qualification level 4, Higher National Diploma) or equivalent, and experience of personal development in a similar role.

A2 An understanding of best practice in user support techniques, processes and principles, and helpdesk ticket systems.

A3 An understanding of system testing and the logging of technology issues.

A4 An understanding of the Salesforce CRM platform, it’s capabilities and best practices.

Desirable:

B1 Familiarity with Salesforce Education Cloud or Education Data Architecture (EDA)

B2 A good understanding of FOI and DPA legislation.

B3 Salesforce Certified Platform Administrator.

B4 Salesforce Certified Marketing Cloud Engagement Administrator[GL1].

B5 Knowledge of reporting tools and data visualisation techniques.

Skills

Essential:

C1 Proficiency in Salesforce configuration, including workflows, process builder, and lightning components.

C2 Ability to manage and prioritise workload amongst many projects, meet tight deadlines and work under pressure.

C3 A careful approach to work with particular attention to detail and high standards of accuracy.

C4 Excellent analytical and problem-solving skills.

C5 Ability to use initiative, work with minimal supervision and work as part of a team.

C6 Proven ability to deliver IT training to users with varying skill sets.

C7 Excellent communication and interpersonal skills.

Experience

Essential:

E1 Experience working as a Salesforce Administrator in a complex organisational environment.

E2 Experience in configuring and maintaining Salesforce to meet diverse user needs.

E3 Experience of supporting and training users.

E4 Experience of providing specialist advice and information to a wide range of audiences with differing levels of knowledge.

Desirable:

F1 Experience of working in the HE Sector.

F2 Experience of working with agile IT teams.

F3 Experience with Salesforce integration tools and APIs.

Terms and Conditions

Salary will be Grade 6, £33,951 - £37,694 per annum.

This post is full time and open ended.

Closing date: 23:45 12th November 2026

This role is not eligible for sponsorship under the UK Skilled Worker visa route. Candidates must therefore have an existing right to work in the UK or be able to secure this independently prior to commencing employment. For further information on alternative immigration options, please visit University of Glasgow’s UKVI Website University of Glasgow's UKVI Website.

As a valued member of our team, you can expect:

1 A warm welcoming and engaging organisational culture, where your talents are developed and nurtured, and success is celebrated and shared.

2 An excellent employment package with generous terms and conditions including 41 days of leave for full time staff, pension - pensions handbook https://www.gla.ac.uk/myglasgow/payandpensions/pensions/, benefits and discount packages.

3 A flexible approach to working.

4 A commitment to support your health and wellbeing, including a free 6-month UofG Sport membership for all new staff joining the University https://www.gla.ac.uk/myglasgow/staff/healthwellbeing/.

We believe that we can only reach our full potential through the talents of all. Equality, diversity and inclusion are at the heart of our values. Applications are particularly welcome from across our communities and in particular people from the Black, Asian and Minority Ethnic (BAME) community, and other protected characteristics who are under-represented within the University. Read more on how the University promotes and embeds all aspects of equality and diversity within our community https://www.gla.ac.uk/myglasgow/humanresources/equalitydiversity/.

We endorse the principles of Athena Swan https://www.gla.ac.uk/myglasgow/humanresources/equalitydiversity/athenaswan/ and hold bronze, silver and gold awards across the University.

We are investing in our organisation, and we will invest in you too. Please visit our website https://www.gla.ac.uk/explore/jobs/ for more information.