Assistant CRM Officer Salesforce Platform

tendersglobal.net

Job Description

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.

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
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
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
Language:
  • Fluency in English
  • Second UN language is desirable

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