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Data Analyst - CRM

Date: 11-Jun-2021

Location: Noida, South Asia, IN

Company: British Council

The British Council builds connections, understanding and trust between people in the UK and other countries through arts and culture, education and the English language. 
We work in two ways – directly with individuals to transform their lives, and with governments and partners to make a bigger difference for the longer term, creating benefit for millions of people all over the world. We help young people to gain the skills, confidence and connections they are looking for to realise their potential and to participate in strong and inclusive communities. We support them to learn English, to get a high-quality education and to gain internationally recognised qualifications. Our work in arts and culture stimulates creative expression and exchange and nurtures creative enterprise. We connect the best of the UK with the world and the best of the world with the UK. 
These connections lead to an understanding of each other's strengths and of the challenges and values that we share. This builds trust between people in the UK and other nations which endures even when official relations may be strained. We work on the ground in more than 100 countries. In 2019-20 we connected with 80 million people directly and with 791 million overall, including online and through our broadcasts and publications.



Job Title: Data Analyst - CRM (Salesforce Application Support)



Purpose of job:


Responsible for delivering against defined data initiatives within the ‘Technical, reporting and data’ stream within CRM Operations team, in support of the initiatives of the CRM system within the British Council. Specifically, to prepare data for upload, upload, add, delete, amend, merge, restructure and migrate data, and to deliver regular reporting from the CRM system.


This is a hands-on job to support the work of our data team.


Experience areas:


Work Experience

  • Overall Mid to Senior level of experience in IT.

Technical Support Skills

  • Expert and in-depth knowledge of Salesforce from a systems administration perspective
  • Strong Experience as a Salesforce Administrator
  • Understanding of relational databases and data integration tools.
  • Added advantage will be experience with programming languages such as .NET C# and VB, AJAX, ASP, VB, CSS, SQL is a plus
  • Database and reporting skills.
  • Understanding of data concepts and data manipulation


Very Good to have Design & Development Skills

Have knowledge of the web architecture, SAAS architecture, Database design and query architecture. Customises, scripts, packages, tests, debugs, and documents simple software programs or modules to a clear design specification as part of a software/web application.  Assists in design and provides input into project plans.


Process skills:

More than intermediate level experience of having worked on the Incident/Change/Release process in an ITIL environment.


Knowledge of:


Communications Skills – Reading and Writing

  • Identifies the main points and ideas in different types of documents
  • Asks questions when he/she does not understand what he/she is reading or to clarify the issue
  • Understands how to use different kinds of documents for different purposes (i.e. letters, memos, reports etc.)
  • Writes clearly, in a style suited to purpose and with the needs of the reader in mind
  • Makes sure information is well organised and easy to use
  • Avoids jargon and explains acronyms and technical terms where the reader is unlikely to understand them
  • Avoids discriminatory language

Speaking and Listening Skills

  • Contributes to discussions and pays attention to the timing and setting of discussions
  • Is able to express non-complex ideas, thoughts and feelings
  • Gives feedback honestly and constructively
  • Asks questions when he/she does not understand what is being said or to clarify the issue
  • Listens attentively, uses appropriate tone of voice and is polite


Accountabilities, responsibilities and main duties:

(including people management and finance)


  • Daily administration and support of the CRM Salesforce database including managing multiple user setup, profiles and roles, customisation of objects, fields, record types, page layouts and validations. Candidate should be confident and experienced in all areas of Salesforce.
  • Provide users with technical support on Salesforce and associated applications and manage on-going support requests and administrative needs of users.
  • Perform database management, data mining, merging, duplicate management and running queries for the British Council’s CRM and publish dashboards and reports for user and senior management.
  • Undertake searching; report running, merging, mass transfers, editing, and data mining in Salesforce.com CRM database.
  • Undertake report writing and maintenance of folders, dashboard creation and maintenance, tracking of user change requests, data processing prior to upload and create process documentation on reporting and data requirements.
  • The role will entail recurring and ad-hoc analytics to analyse and measure various Salesforce CRM related adoption and data integrity metrics to enable business decision making. The analytics would range from simple Salesforce object analysis to sustain and strengthen data integrity to complex adoption analytics in the form of reports / dashboards, both within and outside Salesforce (third party apps), to help business track user trends and preferences.
  • Answer queries via email, phone and within the system quickly and fully. Always strive to ask the right questions to get to the root of the issue.
  • Analyse complex problems and determine if appropriate to engage Level 3 support. Documents Problem reports. Leads and participates in investigation of problems.
  • Participates in Mitigation / Resolutions / Implementation of bug fix for problems. Responsible for understanding and owning end user issues and taking them to logical resolution.
  • Can be a participant in application project teams per approved Service requests. Responsible for understanding and owning change controls for their applications
  • Work in accordance with any BC IT/Technical standards and procedures and operate a best practice approach to Salesforce Systems Administration.
  • Create and document application requirements by working together with those involved in the development of program enhancements and changes including staff and suppliers as needed.
  • Work with management to identify new and creative opportunities to leverage the database to support additional business processes or functions.
  • Work with Corporate Services to ensure appropriate governance and controls are in place for software licence management across the CRM systems






University Graduate



  • Salesforce ADM201
  • ITIL Service Management Foundation Certificate


Further Information

Pay Band – 7

Contract Type – Indefinite

Department/Country- GIS- Non-SAP

Closing Date – 28/May/21




A connected and trusted UK in a more connected and trusted world.


Equality Statement


The British Council is committed to a policy of equality and to valuing diversity and is keen to reflect the diversity of the societies in which we work at every level within the organisation. We welcome applications from all sections of the community. We aim to abide by and promote equality legislation by following both the letter and the spirit of it to avoid unjustified discrimination, recognising discrimination as a barrier to equality of opportunity, inclusion and human rights. All staff worldwide are required to ensure their behaviour is consistent with our policies. 
The British Council has Disability Confident Employer Status. We offer a guaranteed interview scheme for disabled applicants who meet the essential criteria for the role. Applicants are encouraged to highlight any specific requirements or adjustments needed to enable participation in the recruitment process.

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; these will include qualification checks, reference checks, identity & criminal record checks in line with legal requirements and with the British Council’s Safeguarding policies for Adults and Children.


  If you have any problems with your application please email askhr@britishcouncil.org

Please note: Applications to this role can only be considered when made through the Apply section of our careers website. Our ‘ASK HR’ email is only to be used in case of a technical issue encountered when applying through the careers website. Emails with supporting statements and CV/Resumes sent to this email address will not be reviewed and will be deleted.