Salesforce Administrator – 11889HS

Key Responsibilities

• Provide hands-on technical support, fault finding and incident resolution across Salesforce and connected enterprise services.
• Diagnose underlying technical issues and identify root causes, rather than simply resolving symptoms.
• Support Salesforce CRM and Reservations, voice services, integrations, payments and client-facing platforms.
• Work across complex integrations, including MuleSoft, to investigate and resolve issues spanning multiple systems.
• Act as a key point of escalation for Salesforce and connected business systems.
• Provide technical support for the implementation and deployment of updates, releases and system changes.
• Fulfil service requests, incidents and enhancements raised through the Sales Service function within agreed SLAs and KPIs.
• Investigate issues across system integrations and work collaboratively with internal technical teams to drive incidents through to resolution.
• Work closely with third-party vendors and service providers responsible for supporting business-critical systems.
• Maintain clear and accurate incident records, technical documentation and resolution details.
• Identify recurring issues and contribute to continuous improvement of Salesforce support processes and system reliability.
• Use appropriate Salesforce tools and diagnostic techniques to investigate and resolve issues efficiently.

Essential Experience & Skills

• 2+ years’ proven experience supporting Salesforce within a complex business or enterprise environment.
• Strong hands-on experience with Salesforce CRM and troubleshooting production issues.
• Experience supporting highly integrated enterprise services and investigating issues across multiple systems.
• Practical experience using Salesforce Inspector to investigate data, identify issues and support incident resolution.
• Experience troubleshooting Salesforce integrations and APIs.
• Good understanding of integration technologies and middleware; MuleSoft experience would be highly desirable.
• Experience working with third-party suppliers, vendors and service providers.
• Proven ability to work within defined SLAs, KPIs and IT service management processes.
• Strong analytical and problem-solving skills, with the ability to diagnose root causes and deliver practical solutions.
• Comfortable working as an escalation point for complex technical incidents.
• Excellent communication skills, with the ability to explain technical issues clearly to both technical and non-technical stakeholders.

Desirable

• Salesforce administration or relevant Salesforce certifications.
• Experience supporting Salesforce releases and production deployments.
• Knowledge of Salesforce Service Cloud, Sales Cloud or industry-specific Salesforce solutions.
• Experience working with payment integrations, telephony/voice platforms or customer-facing portals.
• ITIL or other recognised service management experience.
• Experience working within a fast-paced enterprise support environment.