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.
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