Salesforce Platform Specialist, AI and Automation

Job Summary: Salesforce Platform Specialist, AI and Automation Company: Live Nation Department: Global IT, Global Salesforce Team Location: London Reports to: Global Salesforce Team Service Delivery Manager Working Hours: Full-time, 40hrs per week WHO ARE WE? Live Nation Entertainment is the world’s leading live entertainment company, comprised of global market leaders: Ticketmaster, Live Nation Concerts, and Live Nation Media \& Sponsorship. Ticketmaster is the global leader in event ticketing with over 620 million tickets sold annually and approximately 10,000 clients worldwide. Live Nation Concerts is the largest provider of live entertainment in the world promoting more than 50,000 events annually for nearly 7,000 artists in 40+ countries. These businesses allow Live Nation Media \& Sponsorship to create strategic music marketing programs that connect more than 1,200 sponsors with the 145 million fans that attend Live Nation Entertainment events each year. For additional information, visit www.livenationentertainment.com . WHO ARE YOU? Passionate and motivated. Driven, with an entrepreneurial spirit. Resourceful, innovative, forward thinking and committed. At Live Nation Entertainment, our people embrace these qualities, so if this sounds like you then please read on! THE ROLE Primarily responsible for developing solutions within our global Salesforce eco-system, participating in the design and build of our Global Salesforce Platforms and associated technologies, for both our Global TM Business and Live Nation for International. Working within a team of Salesforce Developers across the globe to deliver best-in-class technology solutions and service to our business partners. This role is responsible for developing global Salesforce solutions using technologies such as SFDC (Salesforce.com), Heroku, and J2EE (Java 2 Platform, Enterprise Edition), and increasingly, AI-driven tools such as Salesforce Agentforce and Einstein, to automate routine work and enhance the support experience for our users. Responsibility for owning and designing complex solution components, following all stages of the software development life cycle. You will also be expected to provide BAU (business as usual) support to the global business. What it’s like to work in the Team This role is a core function within our Global IT department and reports to the Global Salesforce Service Delivery Manager. As part of the Global Salesforce Team, the role is responsible for supporting and enhancing the Salesforce platform while working closely with teams across the wider IT organisation. This includes collaboration with teams across IT Business Applications, IT Service Delivery, and IT Enterprise Cloud Systems to deliver reliable, scalable, and secure technology solutions. Alongside this, the role will form close partnerships and collaborate with our global business partners who utilise the Salesforce technology platform to understand current and future business requirements. Another important element of the role is ensuring the Salesforce platform and its associated technologies are maintained in line with best practice methodologies, while adhering to our global LNE (Live Nation Entertainment) data privacy and governance models, audit and compliance policies, and IT and Information Security standards to ensure our systems remain secure, resilient and reliable. This role is responsible for supporting existing Salesforce deployments while developing and enhancing platform capabilities. A key focus will be identifying opportunities to leverage AI, automation and Salesforce Agentforce to improve operational efficiency, reduce manual effort, accelerate support, and enhance the overall experience for our business users. The role will also have a specific focus on transitioning existing operational business processes onto the Salesforce platform, incorporating AI-enabled capabilities where appropriate, without impacting day-to-day business operations. Who you are Competencies / Skills / Knowledge / Experience * 4+ years' experience managing, configuring, and enhancing a large global Salesforce instance (Sales Cloud, Service Cloud, Knowledge, Experience, Configuration, Analytics, Marketing Cloud, and Pardot), delivering scalable solutions through automation, user management, reporting, declarative development, and Salesforce Flows * Salesforce Administrator certification * Working knowledge of Salesforce Agentforce, or a demonstrated willingness to build this quickly, including configuring, deploying, and monitoring AI agents on the Salesforce platform * Familiarity with Salesforce Einstein, Copilot, and Claude for Salesforce, and general AI-assisted admin tooling, with genuine interest in applying these day-to-day; this is now a core expectation of the role, not a nice-to-have * Able to quickly gain a working knowledge of the team's various software applications, with strong general exposure to Salesforce products * Strong troubleshooting ability: quickly recognises system deficiencies and implements effective solutions * Business-facing experience: understanding and delivering on enhancement requests while supporting existing functionality * Knowledge of security requirements such as single sign-on and data security, and experience using Salesforce data tools (Data Loader, Workbench) * Working understanding of GitHub and version control concepts (e.g. pull requests, collaboration with developers) * Platform Developer I certification, considered a bonus WHAT THIS PERSON WILL BRING: Behaviours The following attributes determine how the role will be carried out and are required to be a success * Excellent verbal and written communication; a clear, structured communicator able to organize large amounts of information for leadership decision-making and document issues and solutions clearly * Ability to lead and work within an Agile development environment * Ability to travel for training, occasional team meetings, and projects (approximately 20% maximum) * Ability to think clearly under pressure, adapt to change, and manage time and competing priorities in a fast-paced environment * Solid analytical and problem-solving skills, able to identify root causes rather than just symptoms across complex system, process, and data issues * Strong business acumen: resourceful, curious, and pragmatic when solving problems, with meticulous attention to detail and commitment to quality * Strong customer service skills: able to interface effectively and establish quick credibility with enterprise business leaders * Works well independently and within a virtual team environment, taking initiative without waiting for direction * Proactive, self-starting attitude with a strong sense of ownership: actively looks for opportunities to automate or AI-enable manual work rather than waiting to be asked, communicates regularly with the user base on system changes (including AI-driven ones), and builds meaningful reports and dashboards for users, management, and leadership What the role includes * Serve as system administrator for the Salesforce.com environments (~2000 users), handling user account maintenance, reports and dashboards, workflows, and other routine administrative functions * Complete regular internal system audits, prepare for upgrades, and complete all required documentation to meet department standards * Create and maintain workflows, formula fields, roll-up summary fields, assignment rules, roles, profiles, and other configuration, including coding and testing new and existing programs * Create and update data models, custom objects, forms, functions, and workflows to support evolving business requirements * Work independently with the user community to define and document development requirements, and develop and apply advanced Salesforce functionality to solve business problems * Configure, deploy, and maintain Salesforce Agentforce agents to automate routine business processes, case triage, and first-line support * Use AI-assisted tools (e.g. Salesforce Einstein, Agentforce, Copilot, Claude) to speed up knowledge article drafting, case resolution, and reporting, and proactively identify further ways to leverage Salesforce and AI-assisted tools to improve business outcomes and reduce manual effort * Identify manual, repetitive admin processes across the team and assess where AI or automation can replace or augment them, keeping up to date with new Salesforce AI and automation features (including Agentforce, Einstein, and Data Cloud) and recommending where they can drive efficiency * Train new and existing associates, champion AI-enabled ways of working across the Salesforce Admin team, and help upskill peers on new AI tooling as it's introduced * Ensure all systems, including AI tools and the data they access, are kept safe, secure, and compliant Equal Opportunities We are passionate and committed to our people and go beyond the rhetoric of diversity and inclusion. You will be working in an inclusive environment and be encouraged to bring your whole self to work. We will do all that we can to help you successfully balance your work and homelife. As a growing business we will encourage you to develop your professional and personal aspirations, enjoy new experiences, and learn from the talented people you will be working with. It’s talent that matters to us and we encourage applications from people irrespective of their gender identity, race, sexual orientation, religion, age, disability status or caring responsibilities. Live Nation Entertainment will never request payment or equipment purchases as part of the hiring process. Recruiters will only contact candidates from official Live Nation or affiliated brand email domains.