Salesforce Administrator

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Reporting Line: Business Intelligence and Automation Manager

Purpose of the role:

The Salesforce Administrator provides day-to-day administration and first- and second-line support for the Salesforce platform. The incumbent resolves user incidents and service requests, performs routine configuration under guidance, maintains data quality and documentation, and supports testing and deployment activities on Salesforce projects.

Complex configuration and all custom development are performed by the appointed external development partner and by the broader team. This role is not a development role; however, the incumbent is expected to build platform knowledge over time and progressively take on more advanced configuration work.

The role works closely with the Salesforce Business Analyst, who owns business requirements and project delivery, and reports to the Manager, Business Intelligence. Direction, prioritisation and technical guidance are provided; the incumbent is expected to execute assigned work reliably and with minimal follow-up.

Key Performance Areas:

User support and service management

• Act as first point of contact for Salesforce user queries, incidents and service requests logged in the enterprise service management system.
• Triage, categorise and prioritise tickets accurately, resolving those within own capability and escalating others with complete, useful information.
• Maintain ticket records, keep users informed of progress, and close tickets only once the user has confirmed resolution.
• Work within agreed service levels and flag at-risk tickets early rather than after breach.
• Build and maintain user-facing guidance such as how-to notes, quick reference guides and frequently asked questions.
• Assist with user training and onboarding sessions for new Salesforce users

Platform administration and configuration

• Perform user administration: create, amend and deactivate users; assign profiles, permission sets, roles and licences in line with approved access requests.
• Perform routine configuration under guidance: custom fields, page layouts, list views, validation rules, simple flows, reports and dashboards.
• Maintain data quality through imports, bulk updates, de-duplication and routine data clean-up using Data Loader and the Data Import Wizard.
• Monitor scheduled jobs, integration failures and platform notifications, and escalate issues promptly.
• Prepare and submit change requests for review and approval before any production change and never configure directly in production without an approved change record.
• Maintain configuration and process documentation so that platform changes are traceable and understandable.
• Assist with reviewing Salesforce seasonal release notes and testing changes in sandbox under guidance.

Project and release support

• Support project delivery by preparing test data, executing test scripts and logging defects clearly and reproducibly.
• Assist with user acceptance testing coordination, including collating business feedback and tracking issues to closure.
• Support deployment activities such as sandbox refreshes, pre- and post-deployment checks and smoke testing.
• Assist the Business Analyst with requirement clarification, configuration walkthroughs and user documentation.
• Support the handover of completed project work into business-as-usual operations.

Compliance, quality and governance

• Operate within a regulated medical device environment and comply with applicable SAHPRA regulatory obligations where the platform supports licensed activities.
• Follow the organisation's change management process without exception; ensure every production change is traceable to an approved request or change record.
• Maintain accurate records and test evidence to support computer system validation and audit requirements.
• Apply POPIA and internal data privacy requirements to Salesforce data handling and user access.

Behavioral Competencies:

The role is supported and guided, but not closely supervised task by task. The incumbent must be able to take an assigned piece of work and complete it reliably without repeated follow-up.

• Self-starting and willing. Picks up assigned work and progresses it; asks for help early rather than stalling silently or guessing.
• Accountable. Follows through on commitments and communicates proactively when something will be late or has gone wrong.
• Disciplined and structured. Follows change control, documents work and does not take shortcuts in production. This is non-negotiable in a regulated environment.
• Attention to detail. Accurate configuration, careful data handling and complete ticket records.
• Service orientation. Patient and clear with non-technical users; manages expectations honestly.
• Eagerness to learn. Actively builds Salesforce knowledge through Trailhead, certification study and hands-on practice, and applies it.
• Collaboration. Works well with the Business Analyst, business users, the external development partner and the wider IT function.
• Resilience under competing demand. Handles a live support queue alongside project tasks without losing track of either.

Measures of success:

• Assigned Salesforce incidents and service requests resolved or escalated within agreed service levels.
• Tickets accurately categorised, documented and closed with user confirmation.
• No unauthorised or undocumented changes in the production environment.
• Salesforce Certified Administrator attained within the agreed period, where not already held.
• Demonstrable growth in independently handled configuration work over the first twelve months.
• Accurate, complete and timely support of project testing and deployment activities.
• Configuration and user documentation current and usable.

Qualifications

• Salesforce Certified Administrator
• A relevant qualification in Information Technology, Information Systems, Computer Science or a related field (degree, diploma, or recognised certification with demonstrable practical ability), or equivalent working experience.

*Experience