Administrator, Operations

Perm | Full-time

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

We are looking for a 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)