The job requirements are detailed below. Where applicable the skills, qualifications and memberships required for this job have also been included.
Reading Borough Council is committed to delivering modern, efficient and customer‑focused services for our communities. Our Digital & ICT Service plays a vital role in enabling this, supporting critical council services through secure, reliable and innovative digital platforms.
This role sits within our Digital Operations Team, working closely with service areas, project teams and external suppliers to ensure our systems continue to meet evolving business and customer needs.
We seek the best talent from the widest pool of people as diversity and inclusion is the key to our success. Reading Borough Council is a Disability Confident Employer and is committed to the recruitment and continued employment of people with disabilities.
About the role
You’ll work closely with service teams and digital colleagues to understand how systems are used in practice and how they can be improved to deliver better services and data.
In this role, you will:
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Analyse business needs and translate them into effective system solutions on the Arcus Salesforce platform
- Support the configuration and ongoing optimisation of Salesforce, including objects, fields, automation, validation rules and security settings
- Produce clear, high‑quality documentation such as business requirements, process maps, technical specifications, testing plans and training materials
- Work collaboratively with ICT teams, service managers and external suppliers to deliver system improvements and onboard new services
- Manage and progress support tickets using ServiceNow, ensuring SLAs are met and users receive timely updates
- Support data quality, reporting, integrations and compliance with data governance and GDPR requirements
This is a hybrid role utilising interpersonal skills, the ability to build/amend processes in Salesforce, and second-line support for the application.
Alongside this, you’ll play a key role in supporting organisational change, helping services successfully adopt system enhancements and new ways of working, and presenting analysis and recommendations to a wide range of stakeholders.
About You
You'll be an analytical, organised and collaborative professional with experience delivering digital and business systems change. You'll be confident working with both technical and non-technical stakeholders, translating business needs into practical system solutions that deliver measurable improvements.
You will have strong Salesforce administration and configuration skills, with the ability to understand how systems support business processes and identify opportunities to improve services, user experience and data quality. You will be equally comfortable gathering requirements, analysing complex issues, configuring solutions, and working with technical teams to deliver enhancements.
You'll bring:
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Proven experience administering, configuring and supporting Salesforce, or a comparable Customer Relationship Management (CRM) platform.
- Experience undertaking business analysis activities within system implementation, transformation or continuous improvement projects.
- Strong business process analysis and mapping skills, with the ability to elicit, document and validate business, functional and technical requirements.
- Experience translating requirements into system configurations, user stories, specifications or development work packages for technical delivery teams.
- Experience analysing system, service and user data to identify trends, support decision-making and drive service improvement.
- A strong understanding of how business systems, integrations and data flows support organisational processes and customer outcomes.
- The ability to manage competing priorities and work effectively across multiple projects, enhancements and operational activities.
- Excellent written and verbal communication skills, with experience producing reports, facilitating workshops, managing stakeholders and delivering presentations to a range of audiences.
- A proactive and customer-focused approach, with a commitment to continuous improvement and delivering high-quality digital services.
You’ll be part of a team that relies on each individual to play their part to the best of their ability. As well as the colleagues that you work closely with every day, you’ll also be part of Team Reading, playing your personal part in making Reading a successful and vibrant place.
Our vision is to ensure that Reading realises its potential as a great place to live, work and play, and that everyone shares the benefits of this success. Our values and behaviours guide how we will achieve this:
Work Together as one team - champion and inspire a culture which ensures that all employees across the organisation work together to provide excellent outcomes for Reading
Drive Efficiency - create an environment in which resources are used efficiently and employees’ skills are developed and used effectively
Be Ambitious - aspire to deliver excellence and inspire and support others to reach their potential
Make a Difference to Reading - inspire a culture in which the customer is the focus and where change is welcomed as an opportunity
Our offer
We offer a supportive environment to grow and develop your career with the opportunity to put your ideas across. Innovation and ambition is strongly encouraged, and you’ll get a great feel for that working in our friendly and collaborative environment.
A competitive salary alongside a range of benefits including:
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Generous holiday entitlement - 25 days holiday each year plus bank holidays - rising to 30 days after 5 years’ service and 33 days after 10 years' service, with the option to buy additional leave
- A wide range of flexible working opportunities
- Modern working environment at the Civic Offices in the heart of Reading
- Hybrid working, time in the office plus working from home.
- Local Government Pension Scheme (LGPS)
- Life Assurance - three times your annual salary (for members of the LGPS)
- On-site day nursery (Kennet Day Nursery) rated outstanding by Ofsted
- Season Ticket Loan - a loan to help with the cost of your rail or bus journey, to and from work
- Lease car salary sacrifice scheme allowing you to lease a brand new, greener car for three years. The monthly fee includes insurance, servicing and road tax
To arrange a confidential discussion on this position, please contact
[email protected]
Closing Date: Sunday 18th July 2026
Interview Date: To be confirmed
Interview Process: To be confirmed
