Job Ref #: CORP_IT_BI_1
Industry: Information Technology
Job Type: Permanent
Positions Available: 1

Job Description

Adcock Ingram Holdings Limited and its Subsidiaries (“we”, “us”) is committed to protecting and respecting your privacy. Our Privacy Notice sets out the basis on which personal information collected inter alia from you, social media, recruitment agencies and our website, will be processed by us. The Privacy notice is available on our website www.adcock.co.za.

One of the conditions under the Protection of Personal Information Act 4 of 2013 (POPIA) provides that candidates have the right to be informed about the collection and use of their personal information,

In the course of your application: we may

• collect personal information that may be used to identify potential professional opportunities other than the job you have applied for but of which we think might be of interest to you.

• use your Personal Information to confirm references or background checks you have provided us.

• request your consent to participate in aptitude tests or recruitment assessments.  

We also use your personal information to respond to your inquiries, to verify your information and to share information with you.

Your personal information will be securely stored by the Human Capital Department and it will be retained for a period of up to 12 months as of the closure of the application procedure if your application is unsuccessful, and in case of a successful application and you are hired, your data will be transferred to your personal employee file. 

By applying for this position, you consent to us processing your personal information. 

We reserve the right to make an appointment. If you have not heard from us within 30 (thirty) days of the closing date, please accept that your application was unsuccessful. Correspondence will be entered into only with shortlisted candidates.

Reporting Line: Business Intelligence and Automation Manager

Purpose of the role:

The Salesforce Administrator provides day-to-day administration and first- and second-line support for the Salesforce platform. The incumbent resolves user incidents and service requests, performs routine configuration under guidance, maintains data quality and documentation, and supports testing and deployment activities on Salesforce projects.

Complex configuration and all custom development are performed by the appointed external development partner and by the broader team. This role is not a development role; however, the incumbent is expected to build platform knowledge over time and progressively take on more advanced configuration work.

The role works closely with the Salesforce Business Analyst, who owns business requirements and project delivery, and reports to the Manager, Business Intelligence. Direction, prioritisation and technical guidance are provided; the incumbent is expected to execute assigned work reliably and with minimal follow-up.

 

Key Performance Areas:

User support and service management

• Act as first point of contact for Salesforce user queries, incidents and service requests logged in the enterprise service management system.
• Triage, categorise and prioritise tickets accurately, resolving those within own capability and escalating others with complete, useful information.
• Maintain ticket records, keep users informed of progress, and close tickets only once the user has confirmed resolution.
• Work within agreed service levels and flag at-risk tickets early rather than after breach.
• Build and maintain user-facing guidance such as how-to notes, quick reference guides and frequently asked questions.
• Assist with user training and onboarding sessions for new Salesforce users

Platform administration and configuration

• Perform user administration: create, amend and deactivate users; assign profiles, permission sets, roles and licences in line with approved access requests.
• Perform routine configuration under guidance: custom fields, page layouts, list views, validation rules, simple flows, reports and dashboards.
• Maintain data quality through imports, bulk updates, de-duplication and routine data clean-up using Data Loader and the Data Import Wizard.
• Monitor scheduled jobs, integration failures and platform notifications, and escalate issues promptly.
• Prepare and submit change requests for review and approval before any production change and never configure directly in production without an approved change record.
• Maintain configuration and process documentation so that platform changes are traceable and understandable.
• Assist with reviewing Salesforce seasonal release notes and testing changes in sandbox under guidance.

Project and release support

• Support project delivery by preparing test data, executing test scripts and logging defects clearly and reproducibly.
• Assist with user acceptance testing coordination, including collating business feedback and tracking issues to closure.
• Support deployment activities such as sandbox refreshes, pre- and post-deployment checks and smoke testing.
• Assist the Business Analyst with requirement clarification, configuration walkthroughs and user documentation.
• Support the handover of completed project work into business-as-usual operations.

Compliance, quality and governance

• Operate within a regulated medical device environment and comply with applicable SAHPRA regulatory obligations where the platform supports licensed activities.
• Follow the organisation's change management process without exception; ensure every production change is traceable to an approved request or change record.
• Maintain accurate records and test evidence to support computer system validation and audit requirements.
• Apply POPIA and internal data privacy requirements to Salesforce data handling and user access.

Behavioral Competencies:

The role is supported and guided, but not closely supervised task by task. The incumbent must be able to take an assigned piece of work and complete it reliably without repeated follow-up.

• Self-starting and willing. Picks up assigned work and progresses it; asks for help early rather than stalling silently or guessing.
• Accountable. Follows through on commitments and communicates proactively when something will be late or has gone wrong.
• Disciplined and structured. Follows change control, documents work and does not take shortcuts in production. This is non-negotiable in a regulated environment.
• Attention to detail. Accurate configuration, careful data handling and complete ticket records.
• Service orientation. Patient and clear with non-technical users; manages expectations honestly.
• Eagerness to learn. Actively builds Salesforce knowledge through Trailhead, certification study and hands-on practice, and applies it.
• Collaboration. Works well with the Business Analyst, business users, the external development partner and the wider IT function.
• Resilience under competing demand. Handles a live support queue alongside project tasks without losing track of either.

Measures of success:

• Assigned Salesforce incidents and service requests resolved or escalated within agreed service levels.
• Tickets accurately categorised, documented and closed with user confirmation.
• No unauthorised or undocumented changes in the production environment.
• Salesforce Certified Administrator attained within the agreed period, where not already held.
• Demonstrable growth in independently handled configuration work over the first twelve months.
• Accurate, complete and timely support of project testing and deployment activities.
• Configuration and user documentation current and usable.

 

Job Requirements

Qualifications

• Salesforce Certified Administrator
• A relevant qualification in Information Technology, Information Systems, Computer Science or a related field (degree, diploma, or recognised certification with demonstrable practical ability), or equivalent working experience.

Experience

• One to three (1-3) years' practical Salesforce experience in an administration, support or super-user capacity.
• Candidates with strong IT service desk or application support experience and demonstrable hands-on Salesforce exposure (including Trailhead and personal developer org work) will be considered.
• Exposure to a structured service management environment, including logging, triaging and resolving tickets against service levels.
• Experience supporting business users on an enterprise application, with evidence of clear written and verbal communication.

Technical knowledge and skills - essential

• Core Salesforce administration: users, profiles, permission sets, roles, licences and password or access resets.
• Basic declarative configuration: custom fields, page layouts, list views, record types and validation rules.
• Report and dashboard building, including report types and filters.
• Understanding of the Salesforce data model, including objects, relationships and record ownership.
• Data handling with Data Loader or the Data Import Wizard, including import validation and error correction.
• Working knowledge of ITIL concepts: incident, service request and change management.
• Competence in Microsoft Excel for data preparation and reconciliation.

Technical knowledge and skills - advantageous

• Flow Builder and other declarative automation.
• Salesforce Field Service (FSL): work orders, service appointments, scheduling, service resources and the field service mobile application.
• Sales Cloud or Service Cloud exposure.
• Awareness of Apex, SOQL or Lightning Web Components, sufficient to read and understand existing solutions. Development capability is not required for appointment.
• Exposure to sandbox environments, change sets or deployment processes.
• Experience in a regulated industry such as pharmaceutical, medical devices or healthcare.
• ITIL Foundation certification.
• Further Salesforce certifications or substantial Trailhead progression.

***Advert closing date is 15 October 2026***