Assistant CRM Officer Salesforce Platform

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Description

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• The Assistant CRM Officer (Salesforce) – Platform Manager will serve as technical lead and product owner for specific Salesforce instances / projects. This includes:

• 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

• 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

• 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 Salesforce support when support team is not available
• Engage and support in specific other projects 

• 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  

• 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

• Fluency in English 
• Second UN language is desirable

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