ABOUT THE COMPANY:

UNICEF was created with a distinct purpose in mind: to work with others to overcome the obstacles that poverty, violence, disease and discrimination place in a child’s path. We advocate for measures to give children the best start in life, because proper care at the youngest age forms the strongest foundation for a person’s future

JOB SUMMARY

UNICEF works in some of the world’s toughest places, to reach the world’s most disadvantaged children. To save their lives. To defend their rights. To help them fulfill their potential.

Across 190 countries and territories, we work for every child, everywhere, every day, to build a better world for everyone.

And we never give up.

For every child, peace

UNICEF promotes the rights and welfare of all children and adolescents in everything we do. Together with our allies, we work in 190 countries and territories to transform this commitment into practical actions that benefit all children, especially focusing our efforts on reaching the most vulnerable and excluded, worldwide.

The UNICEF Latin America and Caribbean Regional Office is based in in Panama, operating in 36 territories, including 24 country offices. UNICEF works to put the rights and well-being of the most disadvantaged children at the heart of the social, political, and economic agenda, in line with our equity focus, working across our organization and with our partners in government, civil society and the private sector to support shifts in public policy, fuel social engagement, and increase investment for children.

For more information about UNICEF and its work. (www.unicef.org/lac).

PURPOSE OF ASSIGNMENT:
UNICEF’s Supporter Engagement Strategy (SES) places supporters at the heart of how UNICEF delivers results for children inspiring individuals to donate their voice, money and time, and by empowering offices to reach fundraising goals, among others.

How can you make a difference?
Under the overall guidance of the Digital Delivery Manager in Geneva and in coordination with the Global SES Team, the specialists will be asked to gather business requirements, conduct business process redesign and provide support on testing, training, report writing, analysis and implementation of Salesforce and SES in the LAC Region.

SCOPE OF WORK:
From a business perspective, identify and articulate specific CRM requirements with UNICEF offices to ensure that UNICEF fundraising operations are equipped with cutting edge, quality systems to maximize funds to improve children’s lives. After understanding and documenting requirements, the Business Analyst will support delivery by actively participating in an AGILE based development framework.

1. CRM Requirements and Delivery Support

• Identify and articulate specific CRM requirements with UNICEF offices.
• Work with local market team, Headquarters, and vendors for successful Salesforce-based solution delivery.
• Continuously communicate with stakeholders throughout the project lifecycle

2. Solution Design and Suitability

• Provide feedback on system design and solution updates for LAC markets.
• Ensure regional needs are included in global solution updates.
• Analyze all current fundraising business process in UNICEF SES/Fundraising Office implementations by documentation through user stories.
• Support agile development process through story prioritization and backlog grooming.

3. Business Decisions and Process Improvement

• Support business decisions from fundraising and supporter experience perspectives, taking cost and ROI into consideration to make recommendations to business and product owners where appropriate.
• Understand and guide the technological solution (sales cloud) in terms of standard salesforce, non-profit success pack, core packages, configuration, customization, and integrations.
• Recommend product enhancements and future improvements.
• Identify and support areas of business process improvement, or where local processes can be adapted to CORE functionality.
• Ensure integrity of back-office process and identify opportunities to streamline.

4. Implementation Readiness and Knowledge Management

• Provide readiness checklists and functionality prioritization for go-live, in collaboration with business owners.
• Contribute to the development and review of SES Deployment Suite assets, and guidance to countries as needed.
• Act as a bridge between global product and localization requirements.
• Keep records of best practices and opportunities for local implementations.
• Support knowledge management activities and share key insights.

5. Communication and Regional Support

• Keep LACRO Digital Space updated with relevant SES information.
• Ensure implementation plan in the region is followed and address bottlenecks.
• Collaborate with local third-party service provider on creating handbooks and training guides to communicate best practices, risks and interventions, customization, enhancement, and integration features.
• Provide advice on LACRO/Country Office project governance, by tracking, updating, and completing relevant RACI tasks.  Identifying next steps to resolve issues and advice on scope of work.

The following are overall deliverables for 5 markets. The 1st role (15 months) will take responsibility for markets designated as A, B and C, while the 2nd role (12 months) will take responsibility for D and E.

Deliverable 1: Lead Business requirements during Salesforce Preparation

• RACI is completed on a weekly basis.
• An update on project progress, challenges risks and escalations are reported to Digital Delivery Manager on a weekly basis.
• Discovery requirements gathering, design.
• Business requirement documents completed for AS IS and TO BE.
• User stories developed in DevOps.

Deliverable 2: Lead Business requirements during Salesforce Implementation

• 10 to 20 SOPs per market, depending on market size.
• 5 to 10 reports in Salesforce and/or Power BI designed.
• Prioritization during sprints and Backlog management of user stories in DevOps.

Deliverable 3: Lead Business requirements with third-party agencies during Salesforce Implementation

• Provide guidance to markets on how to work with a third-party agency for the localization.
• Training for 2 to 5 agencies per market delivered.

Deliverable 4: Lead Business requirements during User Testing

• User testing planned and delivered.
• End to end testing performed.
• Sanity checking and go live checklist completed as per market deployment.

Deliverable 5: Lead Business requirements Salesforce Go Live

• Provide support on Go Live on SES Platform delivered.
• Salesforce customized instance deployed.
• Reports and dashboards tested and delivered.

Deliverable 6: Provide Business support after Deployment for HyperCare Phase

• Provide post-deployment Support on SES Platform.
• Backlog management of user stories in DevOp.

DELIVERABLES/OUTPUTS (Please note that depending on country readiness and project progress, monthly deliverables may be interchanged between months and countries).

Deliverable 1 by 31 August 2024: 

Markets A and D

• Discovery requirements gathering, design.

Deliverable 2 by 30 September 2024: 

Markets A and D

• Business requirement documents completed for AS IS and TO BE.
• Requirements gathered for 5 to 10 reports in Salesforce and / or Power BI.
• Attendance during Intense Intervention.
• Data migration and data cleansing mapped.

Deliverable 3 by 31 October 2024: 

Markets A and D 

• User stories developed in DevOps.

Market B and E

• Discovery requirements gathering, design.

Deliverable 4 by 30 November 2024:

Market A

• RACI is completed on a weekly basis.
• An update on project progress, challenges risks and escalations are reported to Digital Delivery Manager on a weekly basis.

Markets B, D, and E

• Business requirement documents completed for AS IS and TO BE.
• Requirements gathered for 5 to 10 reports in Salesforce and / or Power BI.

Deliverable 5 by 31 December 2024:

Markets A and D 

• Prioritization during sprints and Backlog management of user stories in DevOps.
• 10 to 20 SOPs per market, depending on market size.
• Provide guidance to markets on how to work with a third-party agency for the localization.

Market B

• Attendance during Intense Intervention.
• Data migration and data cleansing mapped.
• Requirements gathered for 5 to 10 reports in Salesforce and / or Power BI.

Deliverable 6 by 31 January 2025:

Markets A and D 

• Prioritization during sprints and Backlog management of user stories in DevOps.
• 5 to 10 reports in Salesforce and / or Power BI designed.

Market B and E 

• User stories developed in DevOps.

Market C

• Discovery requirements gathering, design.

Deliverable 7 by 28 February 2025:

Markets A and D

• Prioritization during sprints and Backlog management of user stories in DevOps.
• Training for 2 to 5 agencies per market delivered.
• User testing planned.
• End to end testing performed.
• Sanity checking and go live checklist completed as per market deployment.

Markets B and E

• RACI is completed on a weekly basis.
• An update on project progress, challenges risks and escalations are reported to Digital Delivery Manager on a weekly basis.

Market C 

• Business requirement documents completed for AS IS and TO BE.
• Requirements gathered for 5 to 10 reports in Salesforce and / or Power BI.

Deliverable 8 by 31 March 2025:

Markets A and D

• Provide Support on Go live of SES Platform delivered.
• Salesforce customized instance deployed.
• Reports and dashboards tested and delivered.

Markets B and E

• Prioritization during sprints and Backlog management of user stories in DevOps.
• 10 to 20 SOPs per market, depending on market size.
• Provide guidance to markets on how to work with a third-party agency for the localization.

Market C 

• Attendance during Intense Intervention.
• Data migration and data cleansing mapped.
• Requirements gathered for 5 to 10 reports in Salesforce and / or Power BI.

Deliverable 9 by 30 April 2025:

Markets A and D

• Provide post-deployment Support on SES Platform.
• Backlog management of user stories in DevOps.

Markets B and E 

• Prioritization during sprints and Backlog management of user stories in DevOps.
• 5 to 10 reports in Salesforce and / or Power BI designed.

Market C

• User stories developed in DevOps.

Deliverable 10 by 31 May 2025:

Markets B and E 

• Prioritization during sprints and Backlog management of user stories in DevOps.
• Training for 2 to 5 agencies per market delivered.
• User testing planned.

Market C

• RACI is completed on a weekly basis.
• An update on project progress, challenges risks and escalations are reported to Digital Delivery Manager on a weekly basis.

Deliverable 11 by 30 June 2025:

Markets B and E

• Prioritization during sprints and Backlog management of user stories in DevOps.
• End to end testing performed.
• Sanity checking and go live checklist completed as per market deployment.

Market C

• Prioritization during sprints and Backlog management of user stories in DevOps.
• 10 to 20 SOPs per market, depending on market size.
• Provide guidance to markets on how to work with a third-party agency for the localization.

Deliverable 12 by 31 July 2025:

Markets B and E 

• Provide Support on Go live of SES Platform delivered.
• Salesforce customized instance deployed.
• Reports and dashboards tested and delivered.

Market C

• Prioritization during sprints and Backlog management of user stories in DevOps.
• 5 to 10 reports in Salesforce and / or Power BI designed.

Deliverable 13 by 31 August 2025:

Market B

• Provide post-deployment Support on SES Platform.
• Backlog management of user stories in DevOps.

Market C

• Prioritization during sprints and Backlog management of user stories in DevOps.
• Training for 2 to 5 agencies per market delivered.
• User testing planned.

Deliverable 14 by 30 September 2025:

Market C

• Prioritization during sprints and Backlog management of user stories in DevOps.
• End to end testing performed.
• Provide Support on Go live of SES Platform delivered.
• Salesforce customized instance deployed.

Deliverable 15 by 31 October 2025:

Market C 

• Sanity checking and go live checklist completed as per market deployment.
• Provide Support on Go live of SES Platform delivered.
• Salesforce customized instance deployed.

To qualify as an advocate for every child you will have…

UNICEF’s values of Care, Respect, Integrity, Trust, Accountability, and Sustainability (CRITAS). To view our competency framework, please visit  here.

UNICEF is here to serve the world’s most disadvantaged children and our global workforce must reflect the diversity of those children. The UNICEF family is committed to include everyone, irrespective of their race/ethnicity, age, disability, gender identity, sexual orientation, religion, nationality, socio-economic background, or any other personal characteristic.

UNICEF offers reasonable accommodation for consultants/individual contractors with disabilities. This may include, for example, accessible software, travel assistance for missions or personal attendants. We encourage you to disclose your disability during your application in case you need reasonable accommodation during the selection process and afterwards in your assignment.

UNICEF has a zero-tolerance policy on conduct that is incompatible with the aims and objectives of the United Nations and UNICEF, including sexual exploitation and abuse, sexual harassment, abuse of authority and discrimination. UNICEF also adheres to strict child safeguarding principles. All selected candidates will be expected to adhere to these standards and principles and will therefore undergo rigorous reference and background checks. Background checks will include the verification of academic credential(s) and employment history. Selected candidates may be required to provide additional information to conduct a background check.

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Good luck!