ICG MEDICAL | JOB DESCRIPTION

Salesforce Administrator I

Global IT — CRM Automation

Department

Global IT — CRM

Reports to

Head of CRM Automation

Location

Gurugram, India

Working hours

Employment type

Permanent, full time

Level

Entry level

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 entry-level administrator supporting the day-to-day running of ICG Medical's Salesforce org. You will provide first-line support to recruiters, compliance and account management teams, manage users and access, keep data clean, and build simple declarative changes under guidance while learning the healthcare staffing data model that underpins the business. This role suits someone with a Trailhead grounding or one to two years of Salesforce exposure who wants to grow into a full platform administrator.

Key responsibilities

• Provide first-line Salesforce support to users in the Asia-Pacific region and South Africa: triage tickets in Jira, resolve login, access, permission and data issues, and escalate anything beyond your remit with clear notes.

• Administer the user lifecycle: create and deactivate users, assign profiles, permission sets, roles and licences, and support periodic access reviews and licence hygiene.

• Maintain data quality: run deduplication, perform imports and exports with Data Loader and the Data Import Wizard, check data integrity, and support GDPR and POPIA data subject requests under supervision.

• Build and maintain simple declarative configuration: fields, page layouts, record types, list views, validation rules, reports and dashboards.

• Support releases: prepare test data, execute UAT scripts, document changes, and assist with Gearset deployments alongside a more senior administrator.

• Monitor scheduled jobs, email deliverability and integration error logs, and raise anomalies to Administrator II or III.

• Keep configuration and process documentation current in Confluence and contribute to the team knowledge base.

• Apply ICG Medical's data protection and information security policies when handling candidate and client personal data.

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.

Experience and skills

Essential

• Salesforce Certified Administrator, or Trailhead Ranger status with a commitment to certify within six months (certification is supported by ICG Medical).

• Working knowledge of Salesforce standard objects, the security model (profiles, permission sets, roles and sharing) and reports and dashboards.

• Strong attention to detail and comfort working with structured data in Excel.

• Clear written and spoken English, with the ability to support UK-based users over ticketing, email and calls.

• A service mindset, curiosity and willingness to learn, and the ability to work UK-aligned hours.

Desirable

• Exposure to a staffing, recruitment or healthcare environment.

• Familiarity with Jira and Confluence, Data Loader and the basics of Flow Builder.

• Interest in automation and AI-assisted tooling.

• Basic awareness of payroll, billing or timesheet-to-invoice processes (for example, how timesheet data feeds Business Central).

• An interest in financial processes or audit basics, gained through study, a finance-adjacent role, or general exposure to bookkeeping or accounting.

• Willingness to learn how internal controls, such as segregation of duties, approvals and data retention, apply to the data and access you administer.

Certifications

Required

• Salesforce Certified Administrator (held, or achieved within six months of starting).

Desirable

• Trailhead Ranger rank.

• Salesforce Certified Associate.

Where this role sits

ICG Medical's Salesforce Administrator career path has three levels. The highlighted column shows the expectations for this role; the other columns show where it sits relative to the levels above and below.

Administrator I (this role)

Administrator II

Administrator III

Scope

Support, user administration and maintenance

End-to-end declarative solutions for an assigned business area

Platform-wide architecture, governance and roadmap

Autonomy

Works to assigned tasks under guidance

Owns delivery end to end; escalates design decisions

Sets direction and makes design decisions

Typical work

Users, permissions, fields, layouts, reports, data loads

Flows, security model, releases via Gearset, integration configuration

Solution design, release pipeline ownership, integration architecture, acquisitions, AI adoption

Stakeholders

End users and team leads

Business area managers, DevOps and Development

Directors, Salesforce account team, vendors, external partners

People

None

Mentors Administrator I

Leads the admin team; design authority

Certifications

Administrator (or within 6 months)

Administrator plus App Builder or Advanced Administrator

Administrator, Advanced Administrator and App Builder

Experience

0 to 2 years

2 to 4 years

5+ years, 2+ in a senior or lead role

What success looks like in the first 90 days

• Completed onboarding to the ICG data model, compliance requirements and support process, and resolving tier-one tickets independently within SLA.

• Salesforce Certified Administrator exam booked or passed.

• Owning user and licence administration for at least one brand, with a clean access review completed.

• At least one support process documented or improved in Confluence.

APAC support: working hours here are defined only against UK business hours. ICG Medical also operates in Australia (APAC), but there's no stated overlap window, rotation or on-call cover for APAC time zones. Worth clarifying how APAC-based users (and any future APAC hires into this team) get live support given the time difference from Cape Town/UK hours.

APAC support: the compliance frameworks named here are GDPR, POPIA and HIPAA. There's no APAC-specific data protection regime named (e.g. Australia's Privacy Act 1988/APPs, or other regimes for any additional APAC markets). Since Australia is listed as an operating country, consider whether APAC privacy obligations should be called out explicitly.