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
