Salesforce Administrator & Service Desk Lead

Role

As our Salesforce Administrator & Service Desk Lead you are the day‑to‑day owner and single front‑door for the Salesforce estate.

Your primary focus is business‑as‑usual: keeping the platform running, well‑supported and well‑administered, on clear ITSM principles.

You work closely with the transformation team to absorb its changes and sustain the modernised platform once it lands, making this both a BAU‑first role and an embedded part of the programme.

Key Responsibilities

• Own day‑to‑day Salesforce administration and act as the single support front door across the estate.
• Run the service desk on ITSM principles managing ticket queues, prioritisation and SLAs; triage and resolve incidents and requests; and escalates cleanly.
• Build and maintain the knowledge base and runbooks, turning fixes into self‑service and repeatable processes, and spreading knowledge across the team.
• Configure and maintain the platform across Sales, Service and Experience Cloud (FSC preferred) users, profiles and permission sets, flows, page layouts, reports and dashboards.
• Administer surrounding tools such as telephony/CTI (e. g.

Zoom Phone, Service Cloud Voice), e‑signature and document generation (e. g.

Docu Sign) in support of the client journey.

• Own data quality and hygiene, including deduplication, data‑quality tooling, data loads, and monitoring of declarative integrations.
• Support release management and deployments alongside the delivery partner; provide first‑line security administration and uphold change control and governance.
• Absorb knowledge transfer from the programme and delivery partner, sustaining BAU through and beyond the transformation.

Experience

• Salesforce Administrator certification, with strong hands‑on administration across multiple clouds Sales, Service and Experience Cloud (FSC preferred).
• Service‑desk / BAU support experience with solid ITSM knowledge, ticket‑queue management, prioritisation, SLAs and incident/request handling.
• Flow automation, security and sharing configuration, reports and dashboards, and data management.
• Experience administering telephony/CTI and e‑signature/document‑generation tooling (e. g. Docu Sign) in support of customer journeys.
• Release and deployment support (change sets / SFDX awareness) with strong documentation and knowledge‑base discipline.
• Confident stakeholder support and communication, acting as the visible front door for platform users.

Qualifications & Desirable

• ITIL Foundation (v4) or equivalent ITSM grounding.
• Further Salesforce certifications: Advanced Administrator, Service Cloud Consultant and/or Platform App Builder.
• Experience with ITSM/ticketing platforms (e. g. Jira, Service Now, Zendesk) and building service‑desk reporting.
• Financial services or other regulated environment.
• Data‑quality tooling (e. g. Cloudingo or similar) and awareness of adjacent finance and business systems.
• Exposure to AI‑assisted administration, operations and agentic solutioning.

Why Join us?

• You’ll join a talented, collaborative team in a connected environment where ideas and initiative are valued.
• Be part of a growing and innovative team.
• We offer a competitive salary, a comprehensive benefits package, and genuine opportunities for growth and progression.
• Opportunities for professional development and career progression.
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