Location
Hybrid working from White City London Office

Hours
Full Time

Salary
£40,000 - £45,000 per annum (Negotiable)

About the Role
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 12-month maternity cover 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 to promote data quality, self-service support, and effective use of Salesforce tools and connected applications.

Your responsibilities will include 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:
- 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.
- 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.

Experience
- 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.
- Experience in Salesforce configuration including workflow, validation rules, custom objects, Data Loader, formula fields, ProcessBuilder, Lightning, and Agentforce.
- Ability to learn new tools and platforms quickly and support new services beyond the core Salesforce platform.
- Strong communication skills with the ability to challenge propositions from end users and suggest alternative solutions constructively.

About you
- Proficient in business analysis with an understanding of user processes and workflows.
- Experience with Jira, Miro, Slack, and other enterprise collaboration tools is desirable.
- ITIL Certification is a plus.
- Experience with Salesforce Apex, Visualforce, Lightning Web Components, and Agentforce Vibes is advantageous.
- Familiarity with other Salesforce products such as Marketing Cloud and Experience Cloud.
- Knowledge of business concepts in advertising and media distribution.
- Data literacy including Excel data cleansing, SQL, and Excel pivot tables.
- Experience with integration methodologies such as REST API and iPaaS tools like Mulesoft, Snaplogic, Dell Boomi etc.

Qualifications
- Salesforce certified administrator or relevant experience (Admin 201 certification preferred).