Salesforce Administrator

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