Job Description & Person Specification

Appointment: Senior Systems Administrator

Responsible to: Chief Information Officer

Hours of Work: Full Time - 37.5 hours per week

Location: Leicester

Main Purpose of the Job

This is an exciting opportunity for someone with a strong background in Salesforce systems administration to join the RAF Association. The Association is currently developing its CRM system and require an experienced administrator to work closely with the Chief Information Officer, Business Solutions Manager and ICT Manager. The Senior Systems Administrator (SSM) is responsible for the day to day operations, configuration and system testing of The SSM will be required to design appropriate solutions for new projects as they arise and are proactively identified and work alongside third parties as appropriate to deliver successful implementations.

The Association is comprised of a number of departments; Membership & Operations, Fundraising, Finance, Welfare, HR & Volunteering, three Hotels and five Area offices that represent the 422 Branches across the world.

Role definition

The SSM will be responsible for proactively promoting and leading on user adoption, supporting, maintaining and troubleshooting our Salesforce CRM, ensuring data integrity and training users. As the senior expert within the organisation the Senior System Administrator will advise and configure new solutions to support the development of the CRM System going forward.

Primary Responsibilities

·  Develop a solid understanding of the Association’s business processes

·  Develop knowledge of the organisational structure and culture to help build relationships with key groups

·  Perform all tasks related to the day-to-day operations of a small-medium sized implementation of including managing users, creating and maintaining custom objects and fields, data loading, maintenance of page layouts, and installation and support of app exchange applications or custom developments

·  Create and maintain Reports and Dashboards

·  Maintain and demonstrate compliance with all written policies and change management controls.

·  Proactively identify areas for improvement and making it happen.

·  Configure and maintain “sandbox” environments to facilitate success development and QA testing of new on-demand features and functionality

·  Undertake Release Management tasks required to promote tested functionality from sandbox into a production environment

·  Develop and implement training for users

·  Keep abreast of new Salesforce features and functionality, providing recommendations for process improvements

·  Keep users informed about system functionality and enhancements

·  Communicate future Salesforce releases and enhancements

·  Logging and tracking identified system problems through resolution

·  Manage support requests through to resolution, identifying trends and addressing the root cause

·  Train new and existing users on how to use and its applications

·  Create and maintain documentation on processes, policies, application configuration and help related materials for users as database applications are developed

·  User maintenance Database de-duping and clean-up

·  Develop the CRM system to accommodate the current and future needs of the Association

·  Any other duties as reasonably required

Knowledge & Experience

·  Be the problem solver for the Association – this first line of support for trouble shooting

·  Have a thorough understanding of principles, practices, features and capabilities including an understanding of the limitations of

·  Provide clear functional specification where Apex or Visualforce changes are required, testing and feeding back on functional changes prior to user testing.

·  Perform tasks related to the day-to-day operations including managing users, creating and maintaining custom objects and fields, automation, data loading, maintenance of page layouts, and installation and support of app exchange applications or custom developments.

Communication and Relationships

·  Maintain good, regular and appropriate communications with users and management

·  Develop knowledge of the organisational structure and culture to help build relationships with key groups

·  Maintain and demonstrate compliance with all written policies

People Management

·  Provide first level user support and training

·  Develop appropriate training packages with support from the Learning and Development Manager and Chief Information Officer.

·  Ensure a good quality user experience

·  Help and support UAT and training

·  Provide end user support for deployed functionality

Decisions and Problem Solving

·  Be proactive in identifying issues and problems, and solving them with user considerations.

·  Set up campaigns

·  Develop and agree acceptable release management practices

·  Estimate the level of effort required to deliver solutions to inform planning and the system roadmap

·  Identify areas for improvement to be added to the system roadmap

·  Design appropriate solutions to support business processes


·  Maintain data quality, on-going analysis

·  Create and write reports

·  Keep up to date with new features and opportunities

·  Initiate and manage clean ups

·  Identify and manage duplications

·  Provide advanced reporting and data manipulation

·  Identify and specify enhancements

·  Manage user administrations, permissions, uploads, data backups

·  Knows when to use and what can be achieved through programmatic (code) development

·  Manage the sandbox environments to ensure they are up-to-date and stable for UAT and Training

·  Design and implement declarative solutions using the platform and 3rd party products to deliver against clear acceptance criteria

·  Promote tested functionality to the production environment according to agreed release management practices

·  Develop and maintain system documentation to ensure system inheritability

·  Create and maintain Reports and Dashboards

·  Stay abreast of releases, evaluating and implementing or recommending new functionality

·  Logging of system issues, working through to resolution and escalating as appropriate

Health and Safety Responsibilities

All employees are responsible for;

·  Taking care of their safety and that of others.

·  Ensuring that products, plant, equipment, vehicles and buildings are not damaged.

·  Complying with our health and safety policy, procedures and instructions.

·  Reporting to their Line Manager any hazard, accident, damage, concern or defect in order that remedial action may be undertaken.

·  Undergoing any training or instruction to enable them to work competently and safely.


This job description outlines the main functions and responsibilities of the post. The post holder may be required to undertake additional duties as required, commensurate with the level of the job.

Training requirements

One of the objectives of the RAF Association is to build an organisation based on quality. Accordingly, there will be an ongoing need to review the training requirements of staff to meet the changing demands of the organisation. Training requirements will be discussed at the review meetings.

Review procedures

There will be an annual review of the post and job contents. In addition there will be an interim review 6 months after the annual review.

Key Performance Indicators:

Annual Key Performance Indicators will be defined by the Secretary General and Trustees. These are cascaded to relevant Directors who will inform staff of their own objectives and assess these in an annual appraisal.


Person Specification

Item / Essential / Desirable /
Knowledge and Experience / 2 years + system administration experience ADM 201, ADM211 certified
Thorough understanding of principles and practices
Knowledge of salesforce capabilities using configuration and code
Experience with ETL tools such as APEX Dataloader or other tools
Strong Excel skills
Strong skills in declarative (configuration) development / Experience with Conga, Demand Tools, Jitterbit, Mass email tools, Salesforce Communities
Knowledge of enterprise licences, platform licences and limitations
3 years + working in a System Administration role
Salesforce programmatic changes (Apex Classes, Triggers, Visualforce)
Additional certification such as ADM301, DEV401, DEV501, Sales Cloud, Service Cloud
Experience deploying and using Salesforce Communities, Sales and Service Cloud Solutions and developing the system to meet client/employer requirements.
Experience working with third party apps
Knowledge of Salesforce and third party apps
Previous experience working in a Membership or Charitable organisation
Communication and Relationships / Excellent communication, motivational, and presentation skills
The desire to be the voice of the user in communicating with management
People Management / Previous experience of training first level users
Experience of devising and creating training materials
Decision Making and Problem Solving / Analytical skills to respond to requested changes and identify customisations Attention to detail
Able to act autonomously with limited direction
A ‘problem solver’
Responsibility for Information / Experience of data cleansing and de-duplication using tools such as ‘Demand Tools’ software
A ‘details’ person
Working Conditions / Required to work on occasions at RAF Association functions and events at weekends and evenings for which time off in lieu may be granted
Required to work longer working days on occasions for which no overtime is payable
Mental Effort