Salesforce Lead Application Support Engineer Consultant, ICTD Digital Core, Valencia, Spain (Remote Based)

Contract

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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, a connected world.

The overarching strategic goal of UNICEF’s ICT Division (ICTD) is to transform and build partnerships with our stakeholders to successfully implement UNICEF programmes globally through innovative technology-enabled solutions.

UNICEF ICTD has the responsibility of effectively supporting multiple Salesforce capabilities, including the platforms supporting the Supporter Engagement Strategy (SES), the UNISON platform, the Emerging Markets platform and the India platform.

UNICEF’s Customer Relationship Management (CRM) capabilities consist of multiple technology stacks: Salesforce (Sales, Service, Marketing, Community Cloud), Drupal Content Management System, Microsoft Azure Integration Services, Power BI, and other 3rd party applications. UNICEF supports 21 Private Sector Fundraising countries worldwide of which 2 countries are already enabled on the platform.

Salesforce and supporting technologies will be implemented in multiple countries over the next 3 years. UNICEF regional offices, together with local implementation partners and the Country Enablement and Roll-out team, will be implementing the solution. There is a need for the effective support and enhancement of the capabilities, as well as for enabling the releases required for multiple implementation streams.

How can you make a difference?

Under the direct supervision of the CRM Technical Product Owner, the Salesforce Lead Application Support Engineer Consultant will be responsible for providing technical support for the platforms relating to the implementation of Salesforce worldwide.

The consultant will lead a team of engineers, analysts, and quality assurers to perform platform administration, configuration, development, release management, quality assurance and general product support, including troubleshooting, fault identification, issue rectification, performance, and health monitoring of the Salesforce platforms. In addition, the team will be responsible for developing and implementing functional and technical enhancements.

The incumbent will ensure adherence to corporate information security and data privacy standards, in addition to alignment with PCI compliance requirements. The incumbent is expected to have a deep functional and technical understanding of Salesforce and needs to bring a proactive approach and agreed processes to effectively support and enhance the platform.

The incumbent will provide go-live support to the roll-out teams, taking ownership of the release process and communication to the global user base. Acting as a point of contact, the incumbent will be responsible for application reliability, performance, scalability, and enhancements. The incumbent will also be in direct contact with the various vendors and internal technology teams to resolve issues and release new functions.

Demonstrating strong ability, effectively self-managing priorities and being able to collaborate effectively between end user and delivery team will help succeed in the role.

Under the direct supervision of the CRM Technical Product Owner, the incumbent will be primarily responsible for managing the production systems in the Salesforce ecosystem (both sales-cloud as well as marketing cloud) and its integration with various systems, as well as the Salesforce applications in use by UNICEF.

The incumbent needs a deep technical background and must be able to solve problems hands-on. In addition, the incumbent must be able to lead a technical team as well as maintain excellent relationships with the Business community and our Service providers.

Scope of Work:

The Salesforce Lead Application Support Engineer Consultant is responsible for managing the Salesforce ecosystem, supporting the following 3 objectives:

• Ensuring reliable, scalable, and predictable platform performance (including monitoring, alerting, upgrades, patches, back-up and recovery, archiving, auditing of the platform etc).

o Consistent metrics on platform performance must be made available. o Consistent and well measured 24x7x365 production support process must be put in place. o Processes for Vendor support must be put in place.

• Supporting the Roll-out teams by establishing an effective, automated, and secure release process • Continuously enhancing the platform with new modules and functions.

The main tasks to be accomplished:

• Put measures in place to provide reliable, scalable and predictable Salesforce platforms (including monitoring, alerting, upgrades, patches, back-up and recovery, archiving, auditing of the platform, security etc). • Provide consistent metrics on the performance and usage of the platforms. • Establish a consistent and well measured 24x7x365 production support process. • Establish processes for effective support from the Vendors. • Support the roll-out teams by establishing an effective, automated, and secure Release process. • Continuously enhance the platform with new modules and functions. • Provide and take ownership of L3 production support of the Salesforce ecosystem. • Perform hands-on analysis and diagnosis of systems problems and resolutions including proactively identifying areas for process improvement and automation. • Guide and direct Salesforce administrative tasks such as user maintenance, security settings and conduct regular security/configuration audits. • Create and maintain documentation of processes, policies, application configuration, user support materials and systems operational manuals and documents. • Follow established change management strategies to Identify changes required in the systems and communicates to the users in advance to ensure smooth operations of the systems. • Leads the production support team in the implementation of changes and ensure adequate user communication when changes are released. • Works closely with end users to understand business requirements for any support requests and enhancements.

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

Academic Degrees: • A first level university degree (Bachelor’s Degree or equivalent) in Information Systems Management or Information Technology, Project Management, Computer Science, Business Administration, or related field is required. • An advanced university degree (Master’s Degree or higher) in a related field is preferred.

Professional Experience Required: A minimum of 5 years of progressively responsible and relevant work experience is required, including: • A minimum of 4 years of experience in application support and development within a global model. • Experience working with and supporting web applications such as Drupal, SharePoint. • Experience with ITIL and Service Management. • Experience working with and managing Salesforce app exchange packages. • Deep understanding of the Salesforce platform (Sales Cloud, Marketing Cloud, Community cloud). • Strong communication skills, both written and oral. Ability to communicate technical concepts to non-technical audiences and continuous improvement mindset.

Desirable Experience: • Experience working in a UN organization is an asset. • Experience with non-profit success pack is an asset.

Language Requirements: • Fluency in English is required with advanced written and oral proficiency is required. • Knowledge of another official UN language (Arabic, Chinese, French, Russian or Spanish) is an asset.

For every Child, you demonstrate…

UNICEF's values of Care, Respect, Integrity, Trust, and Accountability and the core competencies as follows: • Builds and maintains partnerships • Demonstrates self-awareness and ethical awareness • Drive to achieve results for impact • Innovates and embraces change • Manages ambiguity and complexity • Thinks and acts strategically • Works collaboratively with others

View our competency framework here.

Duration

This anticipated duration of this assignment will be 11.5 months. The consultant will work remotely.

Location

This is a remote based consultancy working within core working hours established by the CRM Technical Product Owner, based on project activities and needs.

Application Instructions

Please indicate your ability, availability and daily/monthly rate (in US$) to undertake the terms of reference above (including travel and daily subsistence allowance, if applicable). Applications submitted without a daily/monthly rate will not be considered.

Remarks:

UNICEF is committed to diversity and inclusion within its workforce, and encourages all candidates, irrespective of gender, nationality, religious and ethnic backgrounds, including persons living with disabilities, to apply to become a part of the organization.

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.

Only shortlisted candidates will be contacted and advance to the next stage of the selection process.

Individuals engaged under a consultancy or individual contract will not be considered “staff members” under the Staff Regulations and Rules of the United Nations and UNICEF’s policies and procedures, and will not be entitled to benefits provided therein (such as leave entitlements and medical insurance coverage). Their conditions of service will be governed by their contract and the General Conditions of Contracts for the Services of Consultants and Individual Contractors. Consultants and individual contractors are responsible for determining their tax liabilities and for the payment of any taxes and/or duties, in accordance with local or other applicable laws.