Hardship Level (not applicable for home-based)H (no hardship)
Family Type (not applicable for home-based)
Family
Staff Member / Affiliate TypeUNOPS LICA8
Target Start Date2024-04-01
Job Posting End DateJanuary 28, 2024
Terms of ReferenceTERMS OF REFERENCE
Job Title: Assistant CRM Officer (Salesforce Platform)
Service: Digital Service, Global Salesforce Team, Division of External Relations
Organization: UNHCR
Duty station: Homebased, Europe time zone
Duration: 1 Apr 2024 – 31 Dec 2024, then 1 year if renewed
Contract Type: Local UNOPS, level LICA-8 (equivalent to NO-A)
1. Background Information
UNHCR, the UN Refugee Agency, is a global organization dedicated to saving lives, protecting rights and building a better future for refugees, forcibly displaced communities and stateless people. Every year, millions of men, women and children are forced to flee their homes to escape conflict and persecution. UNHCR strives to ensure that everyone has the right to seek asylum and find safe refuge in another state, with the option to eventually return home, integrate or resettle.
As part of the UNHCR Business Transformation Programme (BTP), UNHCR has adopted Salesforce as the platform for CRM implementation of fundraising and engagement and management systems (Synergy Project). This is building upon existing development of the Salesforce unicorn managed package developed by Private Sector Partnerships (PSP) to create an integrated engagement and relationship management tool across the organization, and thus requires strengthening of the Salesforce global team in DES to support and service the initiative, platform, current and future roll-outs.
This is a post project position sitting in the Salesforce (SF) global team in post go live support of UNHCR’s business transformation programme where SF is one of the main pillars, managing external relations. The role also covers continued support to private sector (PSP) markets who are adopting SF.
The Assistant CRM Officer serves as the technical lead for post go live adjustments and enablement projects. This is a specialized position in the Digital Service. The officer will be responsible for the global support of the Salesforce program and will liaise with multiple stakeholders including end users, local and regional management as well as other HQ teams and suppliers.
The incumbent will need to have excellent knowledge, skills and technical experience in Salesforce product development and management within fundraising, engagement & relationship management, with a wide-range of Salesforce products including the non-profit success pack (NPSP) development, rolling out corporate-wide business applications as well as a good understanding of the development life-cycle (requirements gathering & design, development & configuration, testing & deployment) and oversight.
2. Duties and Responsibilities
The Assistant CRM Officer (Salesforce) – Platform Manager will serve as technical lead and product owner for specific Salesforce instances / projects. This includes:
Manage requirements and backlog
• Work with end users and business owners to define requirements and UAC (User Acceptance Criteria) for new developments or change requests related to the instance under their management
• Lead the work with the external consulting agency throughout the development cycle for the relevant instances and projects, including being part of the scrum team
• Decide with the team about roadmap and feature prioritization across projects
• Liaise with both management and individuals to deeply understand team needs, broader business processes, and key opportunities for greater efficiencies
Testing lead
• Liaise between the consulting agency and UNHCR’s testing team to submit and prioritize change requests, defining user stories and maintaining a backlog
• Coordinate the testing team
• Lead on testing throughout the different testing phases: functional, user acceptance, regression
• Test inbound and outbound integrations
Platform management and integrations
• Handle new unicorn installation/release updates on the relevant instances
• Develop and maintain relevant documentation for the instances they are managing
• Maintain and troubleshoot flows
• Manage integrations on the instances under their management, including understanding the on-platform solution using CDT
• Maintain Integrations via the middleware (Finance system, Exchange Rates and Planning system) as well as direct integrations with other platforms (Synergy Hub)
General
• General Salesforce support when support team is not available
• Engage and support in specific other projects
3. Essential Minimum Qualifications and Professional Experience Required
- University Degree in IT, Commerce, Economics, Business Administration, or Public Administration.
- At least one-year relevant experience with Undergraduate degree; or no experience with Graduate degree; or no experience with Doctorate degree
- Proven experience in developing Salesforce solutions for non-profits ideally in fundraising and engagement & relationship management
- Excellent business analysis, elicitation, and people skills
- Salesforce certification required (Salesforce administration as a minimum – Advanced Admin desired)
- Not-for-profit fundraising support, sales cycle, and opportunity management experience
- Customer relations and customer care experience
- Proven project management experience
- Strong IT skills are essential
4. Desirable competencies
- Exposure to management and change initiatives in an international, decentralized and/or multinational environment, with specific experience implementing at least one CRM or ERP solution.
- Practical experience with process mapping programmes.
- Ability to analyse problems in general and think creatively to propose appropriate solutions
- Commitment to live up to high ethical and professional standards. An outgoing personality and a team player with a service-oriented attitude.
- Good knowledge of UNHCR programmes, policies and activities.
- Basic knowledge of Salesforce developer principles
5. Language
- Fluency in English
- Second UN language is desirable
6. Location
- The role will be home-based in Europe
7. Travel
- Some international travel may be required.
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Other informationLocation home-based in EuropeThis position doesn't require a functional clearance