This is an exciting opportunity to join a new Systems Administration team being formed to provide comprehensive technical support to our various database users and range of CRM solutions. As our Salesforce Systems Administrator, you will be responsible for the configuration, functionality, compliance, development and testing within our Salesforce application.

This role is part of a small team of specialists we are bringing together to provide systems administration continuity for the organisation. The team will be part of the RSPB's Digital Business Data function, working closely alongside our data developers who will provide more complex coding and integration between systems where required.

What’s the role about

The RSPB currently uses Salesforce as a CRM to manage our relationship with individuals in their professional capacity, including representatives of funding bodies, external partners and political influencers; wherever we need to maintain information on our funding pipeline and 1-2-1 conversations and contacts within specific organisations such as the National Lottery Heritage Fund. This key area of our work enables us to understand who is currently talking to who about what. Sounds simple, but we can work with some of these contacts and organisations on multiple levels, from a local delivery project on the ground delivering direct conservation, to joint lobbying of government policy and shared funding bids for landscape-level projects.

You will work closely with users, who deliver our campaigning, partnership and fundraising work across the four countries of the UK, and our CRM Delivery Lead, to drive the improved functionality of our Salesforce application and develop new user applications where appropriate. The main responsibilities of the role are as follows:

• Providing day to day management and support for our Salesforce application
• Performing administrative tasks such as creating or updating fields, workflows and process builder, creation of reports and dashboards and managing data using Dataloader or other tools.
• Supporting data management activities to ensure a high level of data quality and integrity is continuously maintained.
• Communicating regularly with the users to support them in their role, troubleshooting issues raised and providing prompt resolution.
• Managing new releases and helping to roll out new features and functionality as well as communicating with and educating users about system changes.
• Monitoring CRM health daily to uncover data integrity issues and/or opportunities for process improvement.
• Facilitating workshops and other requirement gathering meetings.
• Creating new Salesforce related technical documents or training materials and keeping them updated.
• Designing and executing functional testing using a sandbox environment.
• Providing expert support and liaising with Salesforce consultants as necessary to answer queries and provide ad-hoc user training.

As part of the Systems Administration team you will also be expected to develop a basic understanding across a range of CRM products to provide support for others to cover periods of absence. As use of the Salesforce application grows within the RSPB you may also be expected to manage a Support Systems Administrator, who will provide effective day to day operational support, dealing with regular access or administrative tasks and monitoring and assisting with user testing whilst developing their knowledge of the product.

What we need from you

You will have direct experience of acting in a Systems Administration role using the Salesforce platform and ideally the Non-Profit Success Pack, managing the types of tasks covered above. The key personal attributes we’re looking for will include:

Essential

• Working for a non-profit organisation, as this brings its own unique challenges and rewards.
• A high level of attention to detail, to ensure data remains accurate and that changes and improvements to functionality are designed and implemented effectively
• The ability to translate users business requirements into structured development and test plans and to configure the Salesforce environment and create/ adapt formulas where required.
• Ability to communicate well and across a range of skilled and unskilled system users, providing training on a range of levels
• Able to contribute to the definition of and ensure compliance with legal, regulatory, organisational policy & frameworks and best practice standards
• Able to apply continuous improvement approaches/roadmaps and assist in the generation of innovative ideas that build upon and improve existing functionality
• Responsibility for the management and operation of small technical/research/programmes of work and contributing to their delivery both in a reactive and planned nature

Desirable

• Experience of working with external Salesforce consultants on more complex developments to deliver project/operational work and ensure quality standards and best practices are met.
• Good practical use of Excel as you will need to manage data presented through spreadsheets and support the migration of data for new users from localised datasets into Salesforce
• Salesforce Administration Certification