About This Role
This Salesforce Administrator role at ITV is a 12-month maternity cover, focusing on managing and optimising the Salesforce platform. The position ensures high standards of support and user empowerment, bridging junior and senior administration responsibilities. You will work closely with various teams to promote data quality, self-service support, and effective use of Salesforce tools and connected applications.
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
- Proactively stay up to date on the latest Salesforce releases, features, and platform enhancements to continuously optimise business processes
- 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
- 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
- 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
- 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
Requirements
- 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
