The Role:IT Business Applications team is seeking an Senior Support Administrator (Salesforce) to form an integral part of the support and ongoing development of our Salesforce (Sales Cloud, Service Cloud, Experience Cloud, CPQ+ inc. Advanced Approvals) deployment and wider integrated applications platform. The successful candidate will have a record of delivery on a multi-cloud Salesforce org within an integrated platform. The role will be predominantly focussed on support and maintenance, with minor configuration and changes as required to support the business needs. You will be comfortable reviewing and improving existing working practices whilst continually updating and creating documentation to share amongst your peers. This role will suit someone with customer support experience and a keen analytical/logical mindset.
Responsibilities:As an Senior Support Administrator (Salesforce), you will be responsible for:
- Serving within the Business Application Operations team covering:
- Supporting IT Service Desk requests to ensure timely and appropriate assistance is provided to the business user community
- All aspects of user and license management including new user setup/deactivation, roles, profiles, permissions, public groups, OWD, sharing rules
- Identifying and gathering requirements, translating into best practice, scalable solutions with a focus on exceptional user experience
- Identifying unused or underutilised platform features
- Proactive system maintenance including Security Reviews, Release Updates, Health Check, and Optimizer
- Monitoring and improving user adoption
- Maintaining Salesforce to deliver a performant and usable system for the business
- Leading on projects as assigned by Team Lead/Manager
- Adhering to and ensuring change governance alongside wider development lifecycle
- Maintaining and creating user and technical documentation to ensure they're up to date and accurate
- Coordinating the evaluation, scope, and documentation of change requests for delivery by the development team
- Working independently with members of the user community to define and document requirements
- Reporting and dashboard maintenance and support to wider business users and stakeholders
- Comfortable with data governance practices to maintain data controls and improve through regular maintenance and reviews
- Other duties and responsibilities that management deem necessary from time to time
