CRM Project Management and Salesforce.com Administrator

UNFPA is undergoing a major transformation of its information systems to support the implementation of its Strategic Plan 2018-2021. The ICT Transformation Project (ICTX) comprises 16 initiatives ranging from ICT infrastructure to the revamping of productivity tools and business solutions.  UNFPA conducted a limited CRM pilot test using the Salesforce.com (SFDC) platform in 2018.  The pilot was limited to 20 users within our Resource Mobilization and Strategic Partnerships branches, the latter of which also includes individual fundraising. The pilot confirmed the fit and need of Salesforce.com to support UNFPA operations, and a programme has been defined for implementation across the areas of institutional and individual fundraising, donor agreement management and tracking, global account/contact governance and management, partnership development, and other areas. 

Opportunity Description

To strengthen the management team of the programme, UNFPA intends to recruit a Salesforce Administrator/Project Manager to lead its initiative “Institute an Organization-wide Customer Relationship Management (CRM) Solution”.  The Salesforce Administrator will lead the ongoing development of UNFPA’s salesforce.com deployment. The successful candidate will have a record of success in improving processes and adoption using the Force.com platform. The administrator will work closely with functional leaders, organizational units, and subject matter experts to identify develop and deploy new business processes including:  Fundraising, Marketing, Outreach and our core program business processes. This role is part technical project manager, part administrator and part Salesforce analyst.  As the Project Manager, the consultant will be responsible for leading the overall business transformation effort and process design with the project stakeholders covering the full Solution Development Lifecycle (SDLC). As the Salesforce Administrator, the consultant will be responsible for executing on the day-to-day configuration, support, maintenance and improvement of the CRM platform.

Required Knowledge and Experience

Under the direct supervision of the Director, Information Technology Solutions (D/ITSO) and indirect/working supervision of the ICT Transformation Consultant, the consultant would be responsible for managing the successful delivery of the CRM initiative. The selected consultant must have the ability to drive and influence the performance towards reaching project objectives, without direct reporting line control.

As the Initiative Project Manager:

• Providing strategic guidance on CRM methodologies and best practices to UNFPA’s functional units, from experience within the non-profit and, preferably, the UN sector;
• Being responsible for the overall project plan and coordination of internal and external resources;
• Facilitating and creating the overall functional requirements and stories, with input from the business units, and determining an optimal phased approach to functional and geographic deployment;
• Working with the Enterprise Architect with respect to external systems integration and synchronizing CRM functional coverage with that of external systems, including but not limited to the Enterprise Resource Planning (ERP) initiative;
• Defining the requirements for integration testing between SFDC and external systems, as applicable;
• Leading the creation of the testing strategy and test scenario development, in conjunction with the affected user groups, for user acceptance testing and oversee the UAT process;
• Leading the creation of training and support materials, either directly and/or through managing execution by external resources;
• Reporting on project status and issues on a regular basis;
• Reporting to the CRM Project Board or other bodies as needed;
• Performing any other duties as required within the CRM initiative.

As the Salesforce Administrator:

• Serve as primary system administrator for the Salesforce.com environment with eventually up to 200-300 users;
• Managing and/or overseeing the management of the sandbox and production SFDC environments;
• Handle all basic administrative functions including user account maintenance, reports and dashboards, workflows and other routine tasks;
• Complete regular internal system audits and prepare for upgrades;
• Manage Salesforce.com data feeds and other integrations;
• Coordinate the evaluation, scope and completion of new development requests;
• Work with our institutional management team to establish suitable processes to support administrative, development, and change management activities;
• Assist in training of new users, and grow the Salesforce.com skill set across the organization;
• Effectively act as the liaison between our users, vendors and the application development teams;
• Work independently with members of the user community to define and document new or changed development requirements post go-live.

Outputs:

• Active Programme Plans review and management
• Progress reports
• Active management of delivering approved Solution Development Lifecycle (SDLC) checkpoints;
• CRM project deliverables

Required knowledge and Experience

• University degree in computer science, management information systems, marketing, business administration, or a related discipline;
• Minimum three years of experience as a Salesforce.com administrator using the NPSP;
• Salesforce.com Admin (ADM201 and ADM211) certified
• Sales Cloud and Marketing Cloud certifications will be an asset
• Proven ability to design and implement new processes and facilitate user adoption
• Strong understanding of the platform, with the ability to build custom apps and objects, formula fields, workflows, custom views, and other content of intermediate complexity
• Strong understanding of Salesforce.com best practices, functionality, and how to utilize Salesforce.com knowledge assets
• Strong data management abilities
• A documented history of successfully driving projects to completion
• A demonstrated ability to understand and articulate complex requirements
• Experience with non-profit processes preferred
• Previous experience working in a SCRUM or agile environment preferred
• Project management professional certification will be an asset
• Work experience in the UN system will be an asset
• Experience in managing Vendors and teams comprising Vendors, internal staff and individual consultants
• Having demonstrated experience successfully implementing CRM principles in organizations similar to UNFPA
• Must demonstrate exceptional verbal and written communication skills in English

Competencies and Skills

• Excellent project management skills and a positive attitude;
• Demonstrated ability to meet deadlines, handle and prioritize simultaneous requests, and manage laterally and upwards;
• Creative and analytical thinker with strong problem-solving skills;
• Must demonstrate ability to communicate effectively at all levels of the organization in a multi-cultural environment;
• Ability to critically evaluate information gathered from multiple sources, reconcile conflicts, decompose high-level information into details, abstract up from low-level information to a general understanding, and distinguish user requests from the underlying true needs;
• Ability to assess the impact of new requirements on Salesforce.com and all upstream and downstream applications, systems and processes;

Duration:  6 months with daily attendance.  Expected minimal to no travel.

How to apply

Candidates should submit an application letter that states their motivation to apply to this consultancy, as well as a curriculum vitae/resume.  All documents must be sent by E-mail:  itso.ext@unfpa.org, by 25 April 2019, with "CRM Project Management and Salesforce.com Administrator" as the subject.