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UNICEF works in over 190 countries and territories to save children’s lives, defend their rights, and help them fulfill their potential, from early childhood through adolescence.

At UNICEF, we are committed, passionate, and proud of what we do. Promoting the rights of every child is not just a job it is a calling. UNICEF is a place where careers are built, we offer our staff diverse opportunities for personal and professional development that will help them develop a fulfilling career while delivering on a rewarding mission. We pride ourselves on a culture that helps staff thrive, coupled with an attractive compensation and benefits package.

Visit our website to learn more about what we do at UNICEF.

The ICT Specialist (Salesforce) reports to the Systems Analyst, with the Chief of PFP-ICT as the Second Reporting Officer.

The PFP division aims to target ambitious goals in its 2022-25 strategic plan built around income, influence, partnership, and cross-cutting areas of work, focusing on digital first. The related business activities require support to the large-scale and complex UNICEF business applications and information systems pillars used by the PFP division and the PSFR countries, as well as COs and HQs with partnership and/or fundraising operations. These pillars include Supporter Relationship Management, Marketing and Fundraising Management, Communication and Advocacy, Analytics & Business Intelligence, and Knowledge Management.  

This post is based in Valencia, a headquarters duty station, and is part of the PFP-ICT Applications Support unit, which manages and supports the analysis of business requirements for applications, the identification or development, the implementation as well as the operations of business application solutions.

For every child, a Champion

The ICT Specialist (Salesforce) will provide expertise in Salesforce products, advanced Apex programming, Lightning frameworks/components, DevSecOps, Salesforce integration methods, and the automation of end-to-end processes. In the production support context, the incumbent will contribute to supporting best practices, root cause analysis methods, rapid response goals, and automated release management capabilities. 

The incumbent should be a detail-oriented individual who can quickly learn and take advantage of new concepts and technologies. At the same time, the incumbent needs to successfully collaborate with multiple internal and external service providers and stakeholders. 

The incumbent will gain a deep understanding of UNICEF’s technology stack and associated business processes and be a strong advocate for best practices, process standardization, and simplification of technologies. 

The position acts as a PFP-ICT resource and focal point on all matters related to Salesforce solutions and related services. The incumbent is expected to collaborate closely with the PFP-ICT Units (Apps, Infrastructure/Network, and Helpdesk) and key resources in ICTD-NYHQ (Solution Center and Platforms Services).

How can you make a difference?

Summary of the key functions, accountabilities, and related duties or tasks include:

Solution Delivery

1. Deliver solutions by providing hands-on expertise as well as by leading technical teams and external vendors according to the needs of projects.
2. Onboard, orient, direct, and monitor Implementation Partners on the platform; Follow, enforce, and improve the DevSecOps processes.
3. Collaborate effectively with internal and external service providers in delivering quality applications on time (e.g., Quality Assurance, Implementation Partners, and others).
4. Apply project management methodologies and principles that include consistent and regular performance metrics on project delivery and product effectiveness.

Technical Design and Architecture

1. Understand and influence requirements from business partners, design and build solutions following best practices and UNICEF standards (such as modular design, reusable components, separation of concern, high cohesion, and a loosely coupled architecture and security frameworks); Upholding the reference architecture, engage in code and technical design reviews.
2. Provide quality, up-to-date architectural and design documentation.
3. Apply a full-stack approach to solution design through planning, testing, implementation, deployment, and operations of end-to-end solutions.
4. Understand CRM data practices and contribute to UNICEF’s data and analytics capabilities.

Technical Support Activities

1. Provide advanced support capabilities (e.g., debug and resolve complex platform issues), develop enhancements and deploy globally, following prescribed release processes.
2. Follow and contribute to specified production support processes and adhere to Service Level Agreements.
3. Ensure adherence to UNICEF’s information security and data privacy policies as well as other ICT security standards.
4. Continually improve the quality of processes and the application and provide meaningful application and process metrics by tracking and monitoring key indicators.

Technical Standards, Governance, and Best Practices

1. Apply modern software development lifecycle best practices, including iterative and incremental development, delivering working software frequently with attention to technical excellence.
2. Provide expertise in the development of standards, architectural governance, design patterns, and practices.
3. Enforce the processes and guidelines as agreed with different parties. Ensure the application of governance consistently and accurately. e.g., User Story maintenance in DevOps, release processes, quality assurance processes.
4. Prepare application and software technical documentation, and update procedures and processes as necessary.
5. Document and implement best practices for source and version control, issue tracking, project management, and software interoperability.
6. Monitor and analyze key indicators and statistics of the relevant CRM technology stacks. Record statistics and periodically produce a report on findings.

Building the Future

1. Conduct research and make recommendations on CRM, and digital engagement such as MarTech, AdTech etc.
2. Assist in tool and software selection and vendor evaluations.
3. Interface and collaborate with other offices in recommending new technology opportunities such as the use of Artificial Intelligence that will have an impact on fundraising, payment processing, and digital communications.

Other Duties: Timely and effectively perform any other ad hoc duties requested by the supervisor.

To qualify as a Champion for every child you will have…

Education:

• An advanced university degree in Information Systems Management, Software Engineering, Computer Science, or a related field is required. 
• A first-level University Degree in a relevant field combined with two additional years of professional experience may be accepted in lieu of an advanced university degree. 
• At least one or more industry qualifications on the Salesforce platform is required, with the Salesforce Application/Technical Architect and/or Salesforce.com Platform Developer as a mandatory qualification. 

Experience:

• A minimum of five years of professional experience in information technology management in building applications using one or more of the following is required: Lightning components, APEX, Visualforce and UI-related coding technologies, Salesforce.com Web Services APIs – Force.com SOAP and REST-based Web Service APIs, the Bulk API, and the Metadata API.
• A minimum of 2 years of development experience is required, including solid experience in one or more of the following: HTML5, JavaScript, jQuery, ExtJS and CSS, SQL, JSON, and AmpScript. 
• A good understanding of the Salesforce platform (Sales Cloud, Service Cloud, Marketing and Community Cloud, NP Cloud) is required.
• Experience in architecting, developing, and maintaining complex and integrated technology solutions in the Salesforce platform is required. 
• Experience in business process analysis and translating business needs into technical requirements and solutions is required. 
• Experience in managing ICT projects and with vendors and a good understanding of B2B and B2C processes, data, and metrics is required.
• Experience with Salesforce integration API’s and bulk; Experience with Payment Service Provider (PSP) integration and working with PSP and tokenization service provider (TSP). Knowledge of PCI compliance, and other payment security protocols is an asset.
• Experience in marketing cloud development (Cloud pages, AmpScript, Salesforce integration, etc.) is an asset.
• Hands-on experience with Salesforce Non-Profit Success Pack (NPSP) and digital marketing including AdTech and MarTech is an asset. 
• Experience working in large data volume environments and managing platform performance is an asset.
• Experience in deployments and migration tools (Salesforce DX, CI/CD, Force.com IDE, Eclipse, ANT) is an asset.
• Strong understanding and use of Versioning tools such as Bitbucket, SVN, GitHub, or Azure Git, and experience with Salesforce release management is an asset.
• Experience in the UN organization with a knowledge of UN/UNICEF’s rules, regulations, and procedures is an asset.

Language requirements:

• Fluency in English is required. Knowledge of another official UN language (Arabic, Chinese, French, Russian, or Spanish) is an asset.

For every Child, you demonstrate...

UNICEF’s Core Values of Care, Respect, Integrity, Trust and Accountability and Sustainability (CRITAS) underpin everything we do and how we do it. Get acquainted with Our Values Charter: UNICEF Values

The UNICEF competencies required for this post are...

• Demonstrates Self Awareness and Ethical Awareness (1)
• Works Collaboratively with others (1)
• Builds and Maintains Partnerships (1)
• Innovates and Embraces Change (1)
• Thinks and Acts Strategically (1)
• Drives to achieve impactful results (1)
• Manages ambiguity and complexity (1) are required.

During the recruitment process, we test candidates following the competency framework. Familiarize yourself with our competency framework and its different levels: our competency framework. 

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.

We offer a wide range of benefits to our staff, including paid parental leave, breastfeeding breaks, and reasonable accommodation for persons with disabilities. UNICEF strongly encourages the use of flexible working arrangements.

UNICEF does not hire candidates who are married to children (persons under 18). 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 is committed to promoting the protection and safeguarding of all children. All selected candidates will undergo rigorous reference and background checks and will be expected to adhere to these standards and principles. 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.

UNICEF appointments are subject to medical clearance.  Issuance of a visa by the host country of the duty station is required for IP positions and will be facilitated by UNICEF. Appointments may also be subject to inoculation (vaccination) requirements, including against SARS-CoV-2 (Covid). Should you be selected for a position with UNICEF, you either must be inoculated as required or receive a medical exemption from the relevant department of the UN. Otherwise, the selection will be canceled.

Remarks: 

As per Article 101, paragraph 3, of the Charter of the United Nations, the paramount consideration in the employment of the staff is the necessity of securing the highest standards of efficiency, competence, and integrity.

UNICEF’s active commitment to diversity and inclusion is critical to delivering the best results for children.

Mobility is a condition of international professional employment with UNICEF and an underlying premise of the international civil service.

UNICEF does not charge a processing fee at any stage of its recruitment, selection, and hiring processes (i.e., application stage, interview stage, validation stage, or appointment and training). UNICEF will not ask for applicants’ bank account information.

All UNICEF positions are advertised, and only shortlisted candidates will be contacted and advance to the next stage of the selection process. An internal candidate performing at the level of the post in the relevant functional area, or an internal/external candidate in the corresponding Talent Group, may be selected, if suitable for the post, without assessment of other candidates.

Additional information about working for UNICEF can be found here.