Salesforce Administrator

Job Title: Salesforce Administrator

Based: Plattekloof, Cape Town

Work Setting: In Office

Hours: 15h00 to 00h00

About ICG Medical

ICG Medical is a specialist healthcare staffing company placing doctors, nurses and allied health professionals across the UK and internationally, with operations in the UK, South Africa, the US, Canada and Australia. Salesforce is the core CRM platform for the group: it runs candidate recruitment, compliance, client account management and placement activity across our brands, and connects to our telephony, workforce, finance and automation systems. The Salesforce Administrator team sits within Global IT, reporting to the Head of CRM Automation, and works closely with our DevOps, Development and Data teams.

The role

An experienced administrator who owns the delivery of declarative solutions end to end: gathering requirements from business stakeholders, designing and building Flows, maintaining the security model, managing releases through Gearset and supporting our integrations at configuration level. You will be the escalation point for Administrator I and the go-to administrator for an assigned business area, such as compliance, placements or a regional brand.

Key responsibilities

• Own second-line support and root-cause analysis for platform issues, acting as the escalation point for Administrator I.
• Gather and document requirements from recruitment, compliance, finance and operations stakeholders, and translate them into user stories with acceptance criteria in Jira.
• Design and build declarative automation with Flow (record-triggered, scheduled and screen flows), approval processes and dynamic forms, and retire legacy Workflow Rules and Process Builder automation.
• Own the security model for your assigned areas: permission set groups, sharing rules, restriction rules, field-level security and periodic access audits.
• Manage releases through Gearset: build deployment packages, validate, coordinate UAT, deploy to production using the Validate and Quick Deploy process, and maintain the sandbox refresh schedule.
• Monitor and maintain integrations with Allocate, Zoom Phone, n8n, Microsoft 365 and Business Central at configuration level, and triage integration failures with the DevOps and Development teams.
• Build and govern reports and dashboards for leadership KPIs, and maintain the report folder structure and data dictionary.
• Run data quality programmes: duplicate and matching rules, bulk updates, and data migration for new brands or acquired businesses.
• Handle GDPR and POPIA data subject access and erasure requests within the platform.
• Mentor Administrator I and contribute to the CRM team's runbooks and standards.

What you will work with

You will work on a heavily customised, multi-brand Salesforce org built around the healthcare staffing lifecycle: candidates, compliance documents, vacancies, placements, clients and timesheets. The wider platform includes:

• Salesforce Sales Cloud and Service Cloud, with Lightning Web Components and Apex where declarative tooling is not enough.
• Gearset for release management and CI/CD, using a Validate and Quick Deploy process across a multi-sandbox pipeline.
• Integrations with Allocate (NHS workforce and booking), Zoom Phone (call and transcript processing), Microsoft 365 and Entra ID (SSO, email relay), and Microsoft Dynamics 365 Business Central (finance).
• n8n for workflow automation between Salesforce and surrounding systems.
• AI-assisted tooling, including Claude-based development and compliance reporting aids, with Agentforce and Einstein capabilities under evaluation.
• Jira and Confluence for backlog, release and knowledge management.

This role handles candidate and client personal data across multiple jurisdictions. All Salesforce Administrators are expected to apply ICG Medical's information security and data protection policies and to work within GDPR, POPIA and HIPAA requirements.

Experience and skills

Essential

• Salesforce Certified Administrator plus either Platform App Builder or Advanced Administrator.
• Two to four years of hands-on administration of a production Sales Cloud or Service Cloud org with 100 or more users.
• Proven Flow Builder expertise, with a working understanding of order of execution, governor limits and when a requirement should move to Apex.
• Experience with a release management or DevOps tool (Gearset preferred) and with sandbox strategy.
• Experience with data loading tools and large-scale data clean-up.
• Ability to run requirements workshops, write clear user stories and manage a backlog for a business area.

Desirable

• Salesforce Certified Business Analyst.
• Experience in staffing or recruitment, or in healthcare compliance (right to work, DBS, professional registration, AWR).
• Familiarity with n8n or similar integration tooling and REST API concepts.
• Experience using AI assistants such as Claude or Agentforce to accelerate configuration, documentation and testing.
• Exposure to Experience Cloud, CPQ or Marketing Cloud Account Engagement.
• Working knowledge of payroll or billing systems and how they integrate with Salesforce (for example, Business Central), including how timesheet, invoicing or pay data moves between systems.
• Exposure to financial or internal/external audit processes, such as supporting audit evidence requests or working within a formally controlled change process.
• Sound understanding of internal control environments relevant to a regulated staffing business: segregation of duties, approval workflows, access reviews and audit trails.

Certifications

Required

• Salesforce Certified Administrator.

• Salesforce Certified Platform App Builder or Salesforce Certified Advanced Administrator (at least one).

Desirable

• Salesforce Certified Business Analyst.
• Salesforce Certified Sales Cloud Consultant or Service Cloud Consultant.