Senior Salesforce Application Specialist

ITV; London; On-site; GBP 40,000 - 80,000; Full time

Job description

The Role

Central to Global Partnerships transformation is the use of Salesforce as a strategic solution for customer relationship management, marketing, sales forecasting, sales & financial reporting (including variance analysis) and early stage sales licensing.

Salesforce products - Sales Cloud, Marketing Cloud and Tableau all fall into the remit of the role together with ownership of the integrations with other systems in the Global Partnerships solutions landscape.

This role will work closely with the enterprise Salesforce team but be dedicated to Global Partnerships, forming close relationships with all relevant lines of business to ensure the systems, processes and data operate cohesively to support effective business operations and enable insights into the customer relationship management and sales processes.

The Salesforce Application Specialist will play a pivotal role in Technology delivering value to the business. Responsible for continuous improvement of the broader product estate, they will work in partnership with business stakeholders, solution vendors and technology counterparts to build, manage and deliver an ongoing roadmap of change, providing an essential service to the business as an enabler of supporting business growth and commercial value exploited from our catalogue.

Alongside this they will own and manage support issues and processes, monitor system performance and KPIs while keeping business and senior stakeholders informed and involved.

The team

ITV Studios is one of the biggest global creators, producers and distributors of TV content in the world.

Growing our UK and global production base is central to our More than TV strategy. We are the largest producer in the UK, one of the largest producers in Europe and one of the largest independent unscripted producers in the US. ITV Studios' UK division includes 27 production labels, creating and producing a diverse range of scripted and unscripted content for a wide range of broadcasters and streaming platforms.

Within ITV Studios is our Global Partnerships function, which further adds to our creative and financial success by developing international hit formats and distributing our 90,000+ active catalogue hours of film and television content to buyers such as broadcasters, streaming platforms, airlines and many more. As we continue to grow, providing these development, sales and distribution teams with the right tools to succeed in a competitive environment is critical to powering that future value.

Working hand in hand with our business teams, ITV Technology is a key enabler that helps to unlock our creativity, allowing us to make, distribute and monetise the best programmes in the UK and across the world. From the transformation of ITV's internal systems to how we make programmes and deliver content to buyers, digital transformation and innovation is at the heart of our future at ITV.

Responsibilities:

Product & Vendor Governance

1. Maintain (with data and architecture teams) Salesforce solution designs, integrations, and data models.
2. Collaborate with engineering, data, and product teams to integrate Salesforce with other business-critical systems (ERP, analytics, marketing automation, etc.).
3. Collaborate closely with the enterprise Salesforce support team, sharing business and system knowledge, understanding, and documentation.

Business Alignment and Change Prioritisations

1. Working with users, stakeholders and product teams to identify and analyse opportunities and system change.
2. Working with stakeholders and cross-functional teams to lead Salesforce related change and projects from inception to delivery.
3. Understanding user processes, workflows, and data flows.
4. Coordinating and resolving release conflicts and dependencies.

Problem Resolution and Continuous Improvements

1. Manage and resolve user support issues, escalating where necessary, while continuously optimising the Salesforce platform for performance and user experience.
2. Lead Salesforce projects from proof of concept through to delivery, including implementing, testing, and deploying enhancements and custom solutions.
3. Champion new tools, methodologies, and design best practices, including the development of productivity-focused apps to support team efficiency.

Data and Reporting

1. Promote data accessibility and self-service for Salesforce users by collaborating on the development of user-friendly data tools and analytics solutions.
2. Champion data quality standards and enforce Salesforce governance policies to drive consistency and best practices across teams.

Service Management

1. Lead technology support and service management for Salesforce (GP), ensuring support processes, SLAs, and design standards are met, and conducting regular service reviews with stakeholders.

Skills you'll need (minimum criteria)

1. Extensive experience and knowledge of the Salesforce platform (Sales Cloud / Marketing Cloud / Tableau).
2. Proven experience of working in depth with the Salesforce platform.
3. Detailed understanding of the configuration capabilities of Salesforce.
4. Experience leading projects through from analysis to delivery.
5. Confidence with enterprise technology tools like Slack, Jira, Confluence.
6. Domain expert in Salesforce Sales Cloud platform.
7. Experience supporting a range of users, from trainee to C-level.
8. Salesforce certified admin.
9. Proven experience optimizing operational processes within Sales, Marketing, and other Business teams.

Other things we're looking for (key criteria)

1. Experience learning new tools and platforms with a can-do attitude to supporting new services.
2. Salesforce project delivery experience.
3. Experience implementing new processes within the business and driving consistency.

Closing date: Tuesday 29th April 2025

Please note, on occasion we may receive a very large volume of applications which means applications for a role may close earlier than the referenced closing date. We'd encourage you to apply as soon as possible if interested.