The Role
Administer and improve Salesforce NPSP and Experience Cloud, including configuration, user permissions, automation, data quality, reporting, testing, release support, and troubleshooting. Gather business requirements, coordinate with external developers, provide user support and training, maintain documentation, and support data analysis using Salesforce reports, Power BI, Excel, or Tableau. The role also promotes user adoption, governance, continuous improvement, and effective CRM use across the organization.
Summary Generated by Built In
As part of our ongoing Digital Transformation programme, we are rebuilding our Salesforce platform to improve member engagement, service delivery, fundraising, reporting, programme management, relationship management and organisational effectiveness. We are seeking a part time Salesforce Administrator to join our team and help us improve our CRM environment and support our users.
The Salesforce Administrator will play a key role in the day-to-day administration, user support and continuous improvement of our Salesforce platform, including Nonprofit Success Pack (NPSP) and Experience Cloud.
Working as part of a job share arrangement with an existing Salesforce Administrator, the postholder will work closely with London Youth colleagues and external Salesforce development partners to help translate business requirements into effective Salesforce solutions; support with development, testing and deployment; support user adoption; tackle technical debt; maintain a healthy, trustworthy and well-functioning system; and ensure high standards of data quality and reporting across the organisation.
The successful candidate will be passionate about improving processes, maintaining high-quality data, helping users get maximum value from Salesforce, and helping London Youth deliver its mission for young Londoners.
Please see the job description for more information and details about the closing date and proposed interview dates.
Please note that applications may be screened as they are received, and an online screening process may be undertaken before the scheduled interview dates. Candidates are therefore encouraged to submit their applications as early as possible.
Please see the job description for more information and details about the closing date and proposed interview dates.
Please note that applications may be screened as they are received, and an online screening process may be undertaken before the scheduled interview dates. Candidates are therefore encouraged to submit their applications as early as possible.
What you will be doing
Salesforce Administration
- Administer and maintain Salesforce NPSP and Experience Cloud environments.
- Manage user accounts, permissions, profiles, roles, licences, onboarding, and offboarding.
- Configure page layouts, fields, validation rules, flows, dashboards, reports, automations, and other declarative Salesforce functionality.
- Monitor system health, data quality, and platform usage.
- Manage support requests from colleagues and external users, troubleshoot issues, and coordinate resolution with external Salesforce developers where required.
- Support testing activities, including user acceptance testing and release validation.
- Maintain system documentation and administration procedures.
- Support Salesforce environment(s) and release management by assisting with sandbox administration, release testing and the adoption of Salesforce seasonal releases.
- Assist in evaluating and implementing new Salesforce functionality and enhancements as they are released.
- Support the evaluation and adoption of new Salesforce capabilities, including AI features (such as Agentforce and Einstein AI).
Data Quality, Analysis and Reporting
- Lead data cleansing and data quality improvement initiatives.
- Perform data imports, updates, exports, and mass data maintenance activities.
- Ensure data standards, governance processes, and best practices are followed.
- Build and maintain Salesforce reports and dashboards for operational teams, managers, and senior leadership.
- Analyse membership, programmes, fundraising, events and service delivery data to support decision-making.
- Contribute to organisational performance reporting and quarterly corporate reporting processes.
- Identify trends, opportunities, and risks through data analysis.
- Support the development of Power BI reporting where appropriate.
Business Analysis and Requirements Gathering
- Work collaboratively with colleagues to understand business processes and requirements.
- Facilitate discussions with stakeholders to identify improvement opportunities.
- Translate business needs into clear requirements and user stories.
- Support solution design activities alongside internal stakeholders and external developers.
- Contribute to process mapping and documentation exercises.
- Ensure implemented solutions align with organisational objectives and user needs.
- User Support and Training
- Provide first-line Salesforce support to users across the organisation.
- Deliver user guidance, training sessions, and system demonstrations.
- Produce and maintain training materials and user guides in multiple formats.
- Promote user adoption and best practice use of Salesforce.
- Support change management activities associated with new system releases, developments and enhancements.
- Work closely with teams to continuously improve the user experience.
What you bring to the role
Salesforce Knowledge and Experience
- Salesforce Administrator Certification or significant equivalent experience administering Salesforce in a multi-user environment, preferably in a non-profit or charity setting for a minimum of two years.
- Proficiency in Salesforce customisation, configuration, flows, layouts, automation, validation, security models, reporting, design, testing, deployment and data management, ideally including Nonprofit Success Pack (NPSP) and Experience Cloud environments.
- Understanding and experience of the ways that Salesforce can be used to support membership, fundraising, events, programmes, grant management and service delivery in a nonprofit organisation.
- Experience creating and maintaining reports, dashboards, and analytical outputs to support organisational performance and decision-making.
- Experience managing users, permissions, security, and system configuration.
Business Analysis and System Improvement
- Experience gathering and analysing business requirements, mapping processes and translating business and user needs into effective Salesforce solutions.
- Excellent troubleshooting, problem-solving and analytical skills, with the ability to identify opportunities for continuous system improvement.
- Experience working collaboratively with external developers or technical partners to deliver system enhancements.
User Support and Communication
- Experience providing user support, facilitating user testing, improving user adoption, and delivering training for users with varying levels of technical confidence.
- Excellent communication and documentation skills, including producing user guides, system documentation, system procedures, and training materials.
Data Management, Analysis and Governance
- Experience managing data, including data quality, integrity, cleansing, imports, exports, bulk updates, and routine maintenance.
- Knowledge of data protection, data governance, and data management best practice.
- Experience of using data analysis tools such as Microsoft Excel, Microsoft PowerBI or Tableau.
Planning and Organisation
- Strong organisational skills, with the ability to manage competing priorities and work effectively with a wide range of stakeholders.
- Ability to work collaboratively with a jobshare partner to provide continuity of work and user support.
Attributes and Behaviours
We are looking for someone who:
- Enjoys working with both people and technology.
- Takes ownership of problems and sees them through to resolution.
- Is curious, proactive, and committed to continuous improvement.
- Communicates clearly with technical and non-technical audiences.
- Has strong attention to detail and a commitment to data quality.
- Is collaborative, approachable, and user-focused.
- Has excellent verbal, written, online and in-person communication skills with the ability to listen well and adapt communication to different learning styles.
- Is comfortable working independently while staying connected with colleagues.
- Able to prioritise effectively within a part-time role and shared responsibility model.
- Demonstrates London Youth’s values: Ambitious, Collaborative, Inclusive and Accountable.
- Is passionate about London Youth’s mission and improving outcomes for youth organisations and young Londoners.
Why work at London Youth
- Generous holiday allowance of 39 days per year, made up of 28 days standard, 8 bank holidays, and 3 Christmas closure days. If you work part time, your holiday allowance will be proportional to your working days/hours.
- Employer 4% pension contribution.
- Additional leave granted to support voluntary activity.
- Free access for you and your family to the Employees Assistance Programme.
- Free access to the 'Headspace' app for you and your family.
- Free Health Care Cash Plan.
- Flexible working opportunities considered.
- You'll be working with a fantastic team of passionate colleagues across London Youth.
- You will be making a difference to the lives of young people.
About
We are London Youth: a charity on a mission to support the capital’s youth sector to improve the lives of young people. We do this with and through our members – a network of 600 youth organisations – and at our two outdoor residential centres, Hindleap Warren and Woodrow High House. Throughout our 135-year history, community youth organisations have provided a constant lifeline and a vital safe space outside the family and formal education, where young people can develop confidence, resilience and skills. Young people need opportunities outside school to have fun with their friends, to make a positive change in their communities and to shape the city they live in. We look to work with all young people, focusing particularly on those who wouldn’t otherwise have access to the kind of opportunities we offer.In 2023-24, we worked with 591 member youth organisations who supported 710k+ young Londoners. 28,676 young people took part in our programmes, events and activities, with nearly 18,000 enjoying our outdoor learning centres, Woodrow High House and Hindleap Warren. 2,000 youth professionals benefitted from 184 training and network sessions we delivered. We do not use AI tools when reviewing applications or making hiring decisions. However, we understand that some applicants may choose to use AI to assist with their applications. If you do, please ensure that the information is accurate, truthful, and reflective of your own experience and skills. Our goal is to get to know the real you, so accuracy and authenticity are key.
Skills Required
- Salesforce Administrator Certification or significant equivalent experience administering Salesforce in a multi-user environment
- At least two years of Salesforce administration experience, preferably in a nonprofit or charity setting
- Proficiency in Salesforce customization, configuration, flows, layouts, automation, validation, security models, reporting, testing, deployment, and data management
- Experience with Nonprofit Success Pack and Experience Cloud environments
- Understanding of Salesforce use for membership, fundraising, events, programs, grant management, and nonprofit service delivery
- Experience creating and maintaining reports, dashboards, and analytical outputs
- Experience managing users, permissions, security, and system configuration
- Experience gathering and analyzing business requirements, mapping processes, and translating needs into Salesforce solutions
- Excellent troubleshooting, problem-solving, and analytical skills
- Experience collaborating with external developers or technical partners
- Experience providing user support, facilitating user testing, improving adoption, and delivering training
- Excellent communication and documentation skills, including producing user guides and training materials
- Experience managing data quality, integrity, cleansing, imports, exports, bulk updates, and routine maintenance
- Knowledge of data protection, data governance, and data management best practices
- Experience using data analysis tools such as Microsoft Excel, Microsoft Power BI, or Tableau
- Strong organizational skills and ability to manage competing priorities and stakeholders
- Ability to work collaboratively in a job-share arrangement and provide continuity of support
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The Company
What We Do
London Youth is a charity on a mission to champion and strengthen London's youth organisations, providing young people with the opportunities and skills they need to succeed.
