Salesforce Administrator

The British Academy – the UK’s national body for the humanities and social sciences - is seeking a Salesforce Administrator to join our IT Team in the Resources directorate, providing key support in the maintenance and development of our recently implemented Salesforce CRM.

ROLE PURPOSE

The British Academy is undergoing an exciting change in its digital capabilities and has recently transitioned to Salesforce as its new relationship management platform. The role is being introduced to support growing adoption and development of the system.

The Salesforce Administrator role supports a business-critical CRM platform used by over 140 staff across multiple functional areas. Working closely with the Salesforce Support & Enablement Manager, the postholder will act as a key subject matter expert for day-to-day Salesforce administration, managing platform configuration, supporting user access, data quality, reporting, user adoption and providing operational support.

The role will suit a Salesforce Administrator with a minimum two years’ practical configuration experience who also enjoys collaborating with and supporting users. The candidate must possess a strong understanding of development lifecycle best practices and hold relevant Salesforce certifications.

OFFICE LOCATION - 10-11 Carlton House Terrace, St James Park, London, SW1Y 5AH

KEY RESPONSIBILITIES

1. Salesforce Development and Maintenance

• Act as the primary point of contact for Salesforce administration queries.
• Manage, prioritise and resolve business support requests as usual.
• Configure, maintain and optimise Salesforce objects, apps, Lightning pages, automations, permission sets and related platform features.
• Support continuous improvement of Salesforce functionality.
• Support users to create, maintain and enhance reports and dashboards.
• Maintain system documentation and change log.

2. User Support and Training

• Provide ongoing Salesforce support to users.
• Manage user access, licenses, permission sets and portal activation.
• Deliver training sessions, workshops and informal coaching on the system.
• Develop user guides, knowledge articles and self-service resources.
• Provide guidance to teams managing external users of the Academy’s self-service portal, including for the payment of subscriptions.

3. Data Preparation and Management

• Work with the Data Governance Manager to monitor and improve CRM data quality.
• Undertake data transformation, migration and loading activities.
• Support delegated colleagues to prepare and migrate data as part of an integration project.

Key Stakeholders

Internal: Salesforce Support & Enablement Manager; Senior Business Analyst and wider IT team; Data Governance Manager and wider Monitoring & Evaluation team; Salesforce internal userbase

External: Relevant product support helpdesks e.g. Salesforce technical support; Academy’s managed services provider

ROLE REQUIREMENTS

QUALIFICATIONS

• Salesforce Certified Platform Administrator essential with Certified Platform Administrator II desirable.
• Minimum two years’ practical Salesforce support experience essential.
• Experience in Non-Profit Success Pack and Salesforce Data Loader highly desirable.
• Knowledge of GDPR and data protection practices, particularly in relation to CRM usage, highly desirable.
• Commitment to maintaining and developing professional Salesforce knowledge and keeping up to date with platform developments and best practices.

WORKING RELATIONSHIPS

Works and communicates effectively

• Builds effective and collaborative working relationships with stakeholders across the organisation, employing empathy and patience to support users with varying levels of technical knowledge and experience.
• Works closely with the Salesforce Support & Enablement Manager to maintain platform effectiveness, support continuous improvement initiatives and ensure alignment with organisational priorities.
• Collaborates with the Senior Business Analyst to understand and build to documented user requirements as part of ongoing Salesforce development.

KNOWLEDGE AND SKILLS

Demonstrates and develops appropriate knowledge and skills

• Demonstrable experience in end-user support with hands‑on experience of managing user access and troubleshooting issues in a highly customised Salesforce environment.
• Can confidently deliver effective training on basic functionality and team specific customisations and processes.
• Able to translate technical concepts into accessible language for non-technical users.
• Ensures data is managed with transparency and accountability.
• Hands‑on experience of working with one or more of the following products desirable: Findock, (Marketing Cloud) Account Engagement, Experience Cloud, Formstack Documents.

PROACTIVITY AND PLANNING

Manages time and resources effectively in order to achieve own and organisational objectives

• Anticipates potential issues and identifies opportunities for process or system improvement before they impact users.
• Takes ownership of assigned responsibilities and prioritises workload effectively to support the continuous operation of the Salesforce platform.
• Works flexibly across project workstreams and adapts to shifting priorities.

PROBLEM SOLVING AND DECISION MAKING

Ensures good decisions are made through a rational and methodical approach

• Exercises sound judgement in identifying root causes, evaluating options and implementing appropriate solutions within agreed governance frameworks.
• Assesses the impact of proposed changes on users, processes and data integrity.
• Sets the right balance between referring decisions to the appropriate level and taking things forward without referral.

MUST BE COMMITTED TO THE BRITISH ACADEMY'S WORKPLACE VALUES OF:

COLLABORATION, CREATIVITY, EMPATHY, EXCELLENCE, INTEGRITY, RESILIENCE AND RESPECT

Role closes to applications on 5 October 2026