Systems Administrator - CRM (Salesforce)

We support peace and prosperity by building connections, understanding and trust between people in the UK and countries worldwide. For 90 years we have shaped brighter futures through education, arts, culture, language, and creativity. Working with people in over 200 countries and territories, we are on the ground in more than 100 countries. We connect. We inspire. The Role The British Council is seeking a CRM Administrator (Salesforce) to provide technical leadership for its globally deployed Salesforce CRM and marketing automation ecosystem. The role is responsible for the day-to-day administration, configuration, automation, governance, and continuous improvement of the platform, ensuring it remains secure, scalable, and aligned with the organisation's digital transformation agenda. Working across Salesforce, marketing automation platforms, integration tools, in-house applications, and third-party systems, the successful candidate will contribute to platform administration, release management, CI/CD activities, access governance, security enhancements, and audit readiness. As the UK's international organisation for cultural relations and educational opportunities, the British Council reaches more than 20 million people face-to-face and over 500 million people online each year. Salesforce is a globally deployed Unlimited Edition CRM platform supporting more than 2,000 users across Customer Service, Cultural Engagement, IELTS, English Teaching, B2B/G, and Legal & Contract Management functions, enabling millions of customer interactions annually. This role carries significant technical responsibility and requires the ability to make risk-aware decisions independently while effectively communicating complex technical concepts to both technical teams and senior non-technical stakeholders. Main responsibilities Own the day-to-day administration, configuration, and governance of the global Salesforce platform across all environments, including user management, permission sets, field-level security, sharing rules, and platform settings. Act as the technical escalation point, driving root cause analysis, resolution, and documentation within agreed SLAs. Manage sandbox environments, release cycles, and change management in line with British Council governance standards, and maintain comprehensive technical documentation including system architecture guides, integration field mappings, and standard operating procedures. Lead administration of Salesforce integrations and automation capabilities, maintaining Azure AD SSO/MFA configurations, GDPR-compliant data retention and anonymisation processes, and the HubSpot–Salesforce native connector. Partner with business stakeholders across regions and functions to translate requirements into scalable Salesforce solutions, advising on technical options and risks. Ensure service delivery consistently meets agreed SLAs and KPIs, reporting on platform health and performance to senior leadership. Role specific skills * Deep proficiency in Salesforce platform administration including user management, profiles, roles, permission sets, field-level security, sharing rules, and OWD configuration across multi-cloud environments. * Strong expertise in Salesforce automation using Flow Builder (record-triggered, scheduled, and screen flows), including automation stack auditing and adherence to governor limit best practices. * Proven ability to configure, administer, and troubleshoot Salesforce integrations including SSO/MFA via Azure AD SAML 2.0, REST/SOAP API connections, and marketing automation connectors such as the HubSpot–Salesforce native connector. * Hands-on experience with Salesforce data management: Data Loader, Demand Tools, SOQL, bulk operations, deduplication, and GDPR-compliant data retention and anonymisation. * Proficiency in Salesforce environment and release management: sandbox strategy, change sets, deployment pipelines, and CI/CD participation aligned to formal change governance. * Clear written and verbal communication in English; able to translate complex Salesforce concepts for non-technical audiences at all organisational levels. Role specific knowledge and experience Minimum/essential * Minimum 5 years of hands-on Salesforce administration experience including complex multi-cloud implementations (Sales Cloud and Service Cloud mandatory); proficiency in Flow Builder, validation rules, custom objects, permission sets and sharing rules. * Experience administering Salesforce at enterprise scale (500+ users) including Person Accounts, Agentic AI, Email-to-Case and Territory Management; ability to conduct automation stack audits and understand SOQL governor limits. * Proven experience managing Salesforce integrations with third-party platforms and formal change governance. * Experience with enterprise CRM data management: data quality, deduplication, bulk data operations (Data Loader / Demand Tools), GDPR-compliant data retention and anonymisation. * Proven ability to produce clear platform documentation and user guides for non-technical audiences; experience supporting global users within an ITSM framework (ServiceNow or equivalent). Desirable * Experience with Agentic AI. * Experience with HubSpot or similar marketing tools for reporting. * Familiarity with Azure Synapse / Power BI integration, and Salesforce Einstein AI features (Case Classification, Work Summaries and more). * Ability to read and review Apex trigger code for governor limit risks; experience in an international, matrixed, or public-sector organisation. Education * Degree level or equivalent experience in Information Technology, Computer Science, Business Information Systems, or a related discipline. * Continuing professional development through Salesforce Trailhead, HubSpot Academy, certifications, or equivalent learning platforms. Professional Qualification and Certification * Salesforce Certified Administrator — ADM-201 (Essential). * Salesforce Certified Advanced Administrator (Desirable). * Salesforce Platform App Builder (Desirable). * Salesforce Sales Cloud Consultant or Service Cloud Consultant (Desirable). * HubSpot Marketing Hub Certification (Desirable). Language Requirements * The British Council systems and global processes operate in English. Written and verbal proficiency in English is required. British Council | Pay Band 7 Location: Noida, India Department: Digital and Technology Contract: Indefinite Contract Apply by: Sunday, July 26th (23:59 local time) Interview Window: TBD Please note that candidates must have the pre-existing, legal right to work in India. Mobility / relocation / visa sponsoring support will not be provided. British Council supports working in new ways such as hybrid working, subject to full approval by line management and conditional upon our ability to provide the appropriate level of service. This may not be appropriate for all roles but can be explored at interview. A connected and trusted UK in a more connected and trusted world. Equality, Diversity and Inclusion Statement We are committed to equality, diversity and inclusion and welcome applications from all sections of the community as we believe that a diverse workforce gives added depth to our work. The British Council is a Disability Confident Employer. The Disability Confident scheme helps challenge attitudes, increase understanding of disability and ensure staff are drawn from the widest possible pool of talent. We guarantee an interview for disabled applicants who meet the minimum role requirements. We welcome discussions about specific requirements or adjustments to enable participation and engagement in our work and activities. Safeguarding Statement The British Council is committed to safeguarding children, young people and adults who we work with. We believe that all children and adults everywhere in the world deserve to live in safe environments and have the right to be protected from all forms of abuse, maltreatment and exploitation as set out in article 19, UNCRC (United Nations Convention on the Rights of the Child) 1989. Appointment to positions where there is direct involvement with vulnerable groups will be dependent on thorough checks being completed in line with legal requirements and with the British Council’s Safeguarding policies for Adults and Children. If you experience any difficulties with submitting your application, please email askhr@britishcouncil.org