Salesforce Administrator

We are seeking a Salesforce Certified Administrator to support and maintain our clients Salesforce CRM environment.

This is a first-line, service-desk-led, ticket-driven role. The primary focus of this position is the daily management and resolution of Salesforce-related requests via a ticketing system. This is a hands-on support role requiring strong communication skills, responsiveness, and full ownership of the support queue.

You will be responsible for delivering timely, high-quality support to Salesforce users across the business while ensuring smooth day-to-day CRM operations.

Key Responsibilities

• Own and manage the Salesforce ticket queue as a core daily responsibility, ensuring agreed SLAs are consistently met.
• Troubleshoot and resolve Salesforce issues efficiently and professionally.
• Proactively engage with end users via phone or video call to clarify requirements and accelerate issue resolution.
• Provide clear, regular updates to users throughout the lifecycle of each ticket.
• Produce reporting on ticket volumes, trends, recurring issues, and performance metrics where required.
• Manage core Salesforce administrative tasks including:
• User setup and deactivation
• Roles, profiles, permission sets, and security controls
• Build, maintain, and troubleshoot Salesforce Flows (essential).
• Maintain reports and dashboards to support business insight and decision-making.
• Monitor and uphold data quality standards.
• Deliver end-user training sessions (1:1 and group) to improve adoption and system capability.
• Create and maintain user documentation, guides, and knowledge base materials.
• Support system enhancements, User Acceptance Testing (UAT), and release documentation.
• Collaborate effectively with data, IT, and business stakeholders.

About You

• Salesforce Certified Administrator (essential).
• Proven experience supporting Salesforce users in a ticket-based or service desk environment.
• Comfortable managing a high-volume support queue in an SLA-driven setting.
• Familiar with ITIL principles and service management best practices.
• Experience working within Agile methodologies (e.g., sprints, backlogs, prioritisation frameworks).
• Confident engaging directly with stakeholders and resolving issues verbally.
• Strong communication skills with a customer-focused approach.
• Comfortable delivering training and explaining processes clearly to non-technical users.
• Strong organisational skills with the ability to prioritise competing demands.
• Positive, proactive, and collaborative team player.
• Experience building and troubleshooting Salesforce Flows (essential).
• Exposure to SQL, SOQL, MuleSoft, or Apex is advantageous but not required.

What Success Looks Like

• Tickets are managed efficiently and consistently within SLA.
• Clear, proactive communication with end users.
• High-quality issue resolution and positive stakeholder feedback.
• Improved user adoption through effective training and support.
• Reliable ownership of day-to-day Salesforce administration.
• Positive contribution to team collaboration and continuous improvement initiatives.
• Ability to contribute to project and sprint-related work once established in the role.

• Salesforce Certified Administrator (essential).
• Proven experience supporting Salesforce users in a ticket-based or service desk environment.
• Comfortable managing a high-volume support queue in an SLA-driven setting.
• Familiar with ITIL principles and service management best practices.
• Experience working within Agile methodologies (e.g., sprints, backlogs, prioritisation frameworks).
• Confident engaging directly with stakeholders and resolving issues verbally.
• Strong communication skills with a customer-focused approach.
• Comfortable delivering training and explaining processes clearly to non-technical users.
• Strong organisational skills with the ability to prioritise competing demands.
• Positive, proactive, and collaborative team player.
• Experience building and troubleshooting Salesforce Flows (essential).
• Exposure to SQL, SOQL, MuleSoft, or Apex is advantageous but not required.