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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