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ICT Specialist (CRM Solution/Salesforce), P3, Temporary Appointment, # 00121180, ICTD Digital Core - Valencia, Spain


  • Organization: UNICEF - United Nations Children’s Fund
  • Location: Valencia
  • Grade: P-3, International Professional - Internationally recruited position
  • Occupational Groups:
    • Humanitarian Aid and Coordination
    • Information Technology and Computer Science
    • Sales and Marketing
  • Closing Date: 2022-08-17

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

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 Information and Communication Technology Division (ICTD) is to transform and build partnerships with our stakeholders to successfully implement UNICEF programmes globally, through the use of innovative technology-enabled solutions.

This position is situated within the Solutions Centre and Support section of ICTD. The centre provides adequate, user-friendly, and modern business solutions to UNICEF’s different departments and stakeholders as well as providing guidance, governance, and procedures to several enterprise processes such as data collection, program monitoring, digital tools and platforms, and business process optimization throughout the organization.  

UNICEFs CRM capabilities consist of multiple technology stacks; Salesforce (Sales, Service, Marketing, Community Cloud), Drupal Content Management System (CMS), Microsoft Azure Integration Services, Power BI, and other 3rd party applications. UNICEF supports 21 Private Sector Fundraising (PSFR) 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.

How can you make a difference?

Under the direct supervision of the CRM Technical Product Owner, the Salesforce ICT Implementation Lead/Solution Architect will be responsible for leading the implementation of SES Digital Platform across UNICEF country offices globally. The incumbent will be designing and building solutions in the Salesforce platform (Sales, Service, Marketing, Experience cloud) to support SES Digital Engagement Platform and other Salesforce-related projects in UNICEF.

As the ICT Implementation Lead, the incumbent will guide implementation partners and country offices in deploying the SES digital platform in the country. They will bring their deep understanding of SES core technology stack and associated business process and be a strong advocate of process standardization and simplification of technology whilst rationalizing and deploying new technologies that drive business value realizations. The incumbent will be involved in all phases of project implementation: Business Discovery, Pre-implementation, Implementation and Hyper Care. As a member of the SES Architecture forum, they will ensure alignment between the implementation streams, updating and rolling out new capabilities whilst protecting the integrity of the core solution.

They will provide their expertise in Salesforce NPSP, advanced Apex programming, lightning frameworks/components, etc. The incumbent will closely collaborate with domain architects, internal and external stakeholders to ensure technical solutions adhere to approved reference architecture and will be engaged in code and technical design review of solution implementation. As a member of global DevOps team, they will be providing advance support in debugging complex platform issues and will be involved in global application delivery and enhancement.

The incumbent should ensure adherence to corporate information security and data privacy standards, in addition to alignment with PCI compliance requirements.

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. The incumbent should be a detail-oriented individual with the ability to rapidly learn and take advantage of new concepts, technologies and have a continues improvement mindset. In addition, the incumbent must be able to lead a technical team as well as maintain excellent relationships with the Business Teams and our Service providers.

Key responsibilities:

  • Develop deep understanding of Salesforce technology stack and lead end to end delivery of Salesforce project
  • Understand requirements from business, translate into design and build applications following salesforce best practices and UNICEF standards
  • Provide consistent and regular feedback in a structured format on architectural and implementation issues
  • Enforce the processes and guidelines as agreed with different parties. Ensure the team applies the governance consistently and accurately.  E.g. User Story maintenance in DevOps, release processes, Quality assurance processes
  • Apply full stack approach to solution design through planning, testing, implementing, deploying and operations of solutions
  • Build high quality applications championing the modular design, reusable components, separation of concern, high cohesion and loose coupling architecture
  • Work with the wider UNICEF technical team and external vendors on integration requirements and develop applications that connect to multiple applications
  • Document the technical design and Implementation details
  • Collaborate with QA team to ensure the build is thoroughly tested each new release and enhancement.
  • Contribute to setting up architectural and technical standards by keeping abreast of technological trends and Salesforce new releases
  • Collaborate with team for code review and unit testing and manage post deployment activity such as knowledge transfer, process documentation and application bug fixes
  • Support in building and maintaining reusable journeys templates and automations in journey builder
  • Configure and set-up data models (lists, data extensions, shared data extensions, contact model) and build Marketing Cloud pages (data forms, custom preference pages)
  • Lead a team of developers, analysts and testers through the implementation
  • Work with the production support team to resolve the root causes of issues experienced in markets. Provide Tier 3/4 global support in identifying, troubleshooting and resolving complex platform and integration issues
  • Lead the modern software development lifecycle best practices including iterative and incremental development, delivering working software frequently with attention to technical excellence.
  • Be part of global dev ops team and participate in agile delivery
  • Others task as required to support UNICEF Salesforce projects and initiatives

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

  • An advanced university degree (Master’s or higher) in Information Technology *A first University Degree in a relevant field combined with 2 additional years of professional experience may be accepted in lieu of an Advanced University Degree.
  • A minimum of 5 years of progressively responsible and relevant work experience in an international development context as elaborated below:
  • Deep understanding of the Salesforce platform (Sales Cloud, Service Cloud, Marketing and Community cloud)
  • 5+ Experience in building applications using Lightning components, APEX, Visualforce and UI related coding technologies, Web Services APIs - SOAP and REST-based Web Service APIs, the Bulk API, and the Metadata API.
  • 3+ years development including solid experience in HTML5, JavaScript, jQuery, ExtJS and CSS, SQL, JSON, AmpScript
  • Experience of deployments and migrations tools (Salesforce DX, CI/CD, IDE, Eclipse, ANT)  
  • Strong understanding and use of Versioning tools such as Bitbucket, SVN, GitHub or Azure Git and experience with Salesforce release management
  • Industry qualifications in Salesforce platform (Application/Technical Architect, Platform Developer II) are highly regarded  
  • Hands-on experience of Salesforce Non-Profit Success Pack (NPSP) is essential
  • Experience of marketing cloud development (Cloud pages, AmpScript).
  • 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, Accountability and Sustainability (CRITAS) underpin everything we do and how we do it. Get acquainted with Our Values Charter:


UNICEF competencies required for this post are…

(1) Builds and maintains partnerships (2) Demonstrates self-awareness and ethical awareness (3) Drive to achieve results for impact (4) Innovates and embraces change (5) Manages ambiguity and complexity (6) Thinks and acts strategically (7) Works collaboratively with others.

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

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 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.


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 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 at

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

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

UNICEF appointments are subject to medical clearance.  Issuance of a visa by the host country of the duty station, which will be facilitated by UNICEF, is required for IP positions. Appointments may also be subject to inoculation (vaccination) requirements, including against SARS-CoV-2 (COVID). Government employees that are considered for employment with UNICEF are normally required to resign from their government before taking up an assignment with UNICEF. UNICEF reserves the right to withdraw an offer of appointment, without compensation, if a visa or medical clearance is not obtained, or necessary inoculation requirements are not met, within a reasonable period for any reason.

We do our best to provide you the most accurate info, but closing dates may be wrong on our site. Please check on the recruiting organization's page for the exact info. Candidates are responsible for complying with deadlines and are encouraged to submit applications well ahead.
Before applying, please make sure that you have read the requirements for the position and that you qualify.
Applications from non-qualifying applicants will most likely be discarded by the recruiting manager.