Consultant - Contributor Engagement Management (CEM) Technical Support

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WHO - World Health Organization

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Application deadline 2 years ago: Monday 5 Jul 2021 at 21:59 UTC

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Purpose of consultancy

The objective of the consultancy is to provide the CRM Department with the technical support needed for the successful roll out and initial implementation period of the Contributor Engagement Management (CEM) system.

Background

The CEM system is one of the concrete WHO Transformation deliverables designed to bring WHO up to a higher professional standard for managing relations with its contributors. In February 2020, WHO Member States endorsed the Global Resource Mobilization Strategy, sending a clear message on the need for a more coordinated and strategic approach to WHO’s RM work across the three levels of the Organization. The RM strategy is underpinned by the development of the CEM system, modernizing WHO’s management of strategic partnerships through a ‘best in class’ platform using Salesforce, automating RM processes, and providing access to better donor analytics.

The CEM system is designed to:

Facilitate more effective management of contributor relationships through increased coordination, transparency & access to contributor intelligence; Capture funding opportunities and improve visibility on pipeline funding by office, programme, contributor, etc. Align & automate processes for contributor outreach, proposal & agreement development, and award creation across the Organization and streamline document clearance; Strengthen WHO’s ability to better manage and distribute incoming resources equitably to effectively deliver on the triple billion goals.

The CEM System is being rolled out in a phased approach starting with HQ and the African region in June of 2021, followed by the remaining regions in July 2021. A network of CEM Change Champions was established to support the CEM training, track adoption and provide support to end-users.

Post-go live, the business owner of the CEM system, in this case the CRM Department, is responsible for maintaining the CEM platform going forward. The consultant will work closely with the CRM Divisional Lead for the CEM system and IMT Salesforce platform manager to provide the necessary technical support needed to ensure functioning of the system, as well as training and technical support to end users across the three levels of the Organization.

Deliverables

Output 1 Provide technical support for the initial roll out and implementation of the CEM system across all three levels of WHO.

Activity 1.1: Support the on-going integrity of the overall system by receiving, triaging, validating and coordinating resolution of defects and enhancements reported by end users. Provide support as level 2 in CEM system daily operations. Escalate issues to/work with Level 1 (GSD) and Level 2/3 (vendor) support teams, including participating in regular status calls with key support resources. Help to monitor and facilitate resolution of tickets raised.

Activity 1.2: Stay current with Salesforce releases and corresponding documentation and provide technical support needed to support enhanced or new functionalities. Provide solutions and respond to queries from users in a timely manner. Provide ideas and suggestions to improve the system. Organize test sessions with end-users for any system changes.

Activity 1.3: Provisioning, training and onboarding of new users, including new license requests and permissions. Track and report on adoption metrics for both usage and data quality. Monitor attachment storage usage, number of logins in the Community, usage of Dashboard refresh, etc. Assist in the continued development of dashboards, reports, forms, templates, page layouts, data migration, custom objects, object relationships, standard and custom fields.

Activity 1.4: Ensure up to date end-user documentation is available in the CEM system including RM SOP, RM guidance and templates, CEM training materials, third party apps related to Document Management and Document Generation. Provide reports and other documentation needed by the CEM Project Board, Salesforce Design Authority, etc. Ongoing Monthly

Qualifications, experience, skills and languages

Educational Qualifications

Essential

  • Advanced university degree in Computer Science, Business Administration, Project Management, Engineering, Finance, Information Management or related discipline.
  • Foundation certification or experience in project or product management methodologies such as Hermes, PMI, Kepner-Tregoe, Prince 2, Scrum/Agile or accreditation in business process methodologies Lean Six Sigma, BPMN, or EFQM.

Experience

Essential

  • At least 10 years of experience in IT product management including Sales Cloud, Service Cloud or Community Cloud and working within an Agile environment and with Agile tooling like Jira.
  • Experience in leading and managing corporate applications, supporting and managing change management, quality assurance, or business transformation
  • At least 5 years of professional experience in product management at the global or international level

Desirable

Working experience as Product Owner on IT implementation.

Skills/Knowledge

Salesforce, MS Office Suite (Word, Excel, Outlook, PowerPoint, Visio, etc.). MS SharePoint, Workflow systems, MS Project (Professional or Enterprise)

Languages and level required

Expert knowledge of English and French required.

Location

Geneva

Travel (If travel is involved, a medical certificate of fitness for work will be required.)

The consultant may need to travel to WHO Regional Offices to support CEM change management and/or consultations on changes to CEM business processes and upgrades. Travel and accommodation during official duty travels will be paid by WHO as per the prevailing rule and travel policy of WHO applicable for consultants.

Remuneration and budget (travel costs excluded)

Remuneration: Payband level - Remuneration currency and range [please mention the daily or monthly range or for language and publishing services by word count or number of pages ]:

Band level C (USD 11,500)

Living expenses (A living expense is payable to on-site consultants who are internationally recruited): currency and rate

Applicable

Work schedule (if applicable) / Duration of contract:

Start date: 15 August 2021 End date: 31 December 2021

Additional Information section:

  • This vacancy notice may be used to identify candidates for other similar consultancies at the same level.
  • Only candidates under serious consideration will be contacted.
  • A written test may be used as a form of screening.
  • If your candidature is retained for interview, you will be required to provide, in advance, a scanned copy of the degree(s)/diploma(s)/certificate(s) required for this position. WHO only considers higher educational qualifications obtained from an institution accredited/recognized in the World Higher Education Database (WHED), a list updated by the International Association of Universities (IAU)/United Nations Educational, Scientific and Cultural Organization (UNESCO). The list can be accessed through the link: http://www.whed.net/. Some professional certificates may not appear in the WHED and will require individual review.
  • For information on WHO's operations please visit: http://www.who.int.
  • WHO is committed to workforce diversity.
  • WHO has a smoke-free environment and does not recruit smokers or users of any form of tobacco.
  • Applications from women and from nationals of non and underrepresented Member States are particularly encouraged.
  • WHO's workforce adheres to the WHO Values Charter and is committed to put the WHO Values into practice.
  • Consultants shall perform the work as independent contractors in a personal capacity, and not as a representative of any entity or authority. The execution of the work under a consultant contract does not create an employer/employee relationship between WHO and the Consultant.
  • WHO shall have no responsibility whatsoever for any taxes, duties, social security contributions or other contributions payable by the Consultant. The Consultant shall be solely responsible for withholding and paying any taxes, duties, social security contributions and any other contributions which are applicable to the Consultant in in each location/jurisdiction in which the work hereunder is performed, and the Consultant shall not be entitled to any reimbursement thereof by WHO.
  • Consultants working in Switzerland must register with the applicable Swiss cantonal tax authorities and social security authorities, within the prescribed timeframes (Guidelines issued by the Swiss Mission are available at: https://www.eda.admin.ch/missions/mission-onu-geneve/en/home/manual-regime-privileges-and-immunities/introduction/Manuel-personnes-sans-privileges-et-immunites-carte-H/Non fonctionnaires et stagiaires.html
Added 2 years ago - Updated 2 years ago - Source: who.int