Role Purpose:
In Save the Children, we currently have a diverse landscape of Customer Relationship Management (CRM) platforms in use. With this project, we are looking to implement a Global CRM Template via Salesforce with a set of Global Shared Services for the benefit of our global movement. We will place an immediate focus on clusters of member countries that are using Salesforce CRM platforms, alongside member countries who are in the process of implementation projects, but acting independently. Through delivery of this project, we aim to streamline and offer a standardised Global CRM Template, accessible across our movement. We will look to offer a variety of Shared Services for CRM to help members maximise their ability to interact with their donors and to enhance our global fundraising capabilities while promoting collaboration and harmonisation between parallel implementation projects. This is a complex project with a high level of visibility and will require senior level engagement with stakeholders from across the movement.
The Global Salesforce Administrator will enter the organisation while we design, develop and test our Global CRM Template as well as set up the Shared Service Model. We are looking for a proactive individual that can develop deep understanding of the end-to-end system functionality, manage and enhance our Salesforce platform, gather requirements and feedback and develop scalable best practice solutions. The Salesforce Administrator should enjoy all aspects of user management including support tickets, helping support Member Offices and Users to resolve problems, training, and designing solutions with member’s satisfaction.
With the implementation of the Shared Service Model, the Global Salesforce Administrator will be responsible for developing and maintaining existing & new modules of the core Salesforce CRM. The role will likely be partly responsible for 2nd line support and it is expected will move from the project team and in to BAU within 2024.
The Global Salesforce Administrator may be required to deputise and support other Salesforce Administrators in our Member offices. The Global Salesforce Administrator will work closely with Member offices and centre based fundraising and reporting teams to provide reporting and analytical information to assist in the running of an efficient, effective and growing global CRM Centre of Excellence.
The Global Salesforce Administrator will work with the Global Salesforce Product Owner and Product Development Manager as well as Member Offices to provide a reliable, scalable and performant Salesforce core solution to all members that participate in the shared service
EXPERIENCE AND SKILLS
Essential:
Salesforce Administrator certified (or equivalent experience)
Strong understanding of the business processes of a CRM, preferably Salesforce
All aspects of user and license management including new user setup/deactivation, roles, profiles, permissions, public groups, OWD, sharing rules
Salesforce configuration changes, including (but not limited to): Flow, assignment rules, approval processes, fields, page layouts, record types, dynamic layouts, apps, actions, custom settings, mobile administration, dashboards and reports
Sandbox environment management
Identify unused or underutilised platform features
Create a platform roadmap and define priorities, liaising with stakeholders
Data quality management, using deduplication tooling and implementing rules and automation as needed.
Proactive system maintenance including Security Reviews, Release Updates, Health Check, and Optimizer
Knowledge of Salesforce backup solutions (native and third party eg Ownbackup) to ensure all data and meta data is protected, a robust data recovery process is followed.
DevOps/release management experience
User support tickets
New user and ongoing user training and Technical documentation
Ability to explain complex technical and non-technical information in a succinct and compelling manner to all levels of seniority
Experience of working in an IT development role
Strong interpersonal and communication skills
Commitment to Save the Children values
Desirable
Proven experience in implementing and managing Salesforce Applications
Track record of administering & supporting applications in a complex global organisation
Knowledge of major cloud service providers, like AWS, Azure etc.
Highly developed cultural awareness and ability to work well in an international environment with people from diverse backgrounds and cultures
Experience of exposure to the non-for-profit sector and/or developing countries
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