Consultant (home-based, 2 roles), SES Regional Specialist (CRM - Business Process and Systems Specialist) for Latin America, Division of Private Fundraising and Partnerships (PFP)

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, peace UNICEF promotes the rights and welfare of all children and adolescents in everything we do. Together with our allies, we work in 190 countries and territories to transform this commitment into practical actions that benefit all children, especially focusing our efforts on reaching the most vulnerable and excluded, worldwide.The UNICEF Latin America and Caribbean Regional Office is based in in Panama, operating in 36 territories, including 24 country offices. UNICEF works to put the rights and well-being of the most disadvantaged children at the heart of the social, political, and economic agenda, in line with our equity focus, working across our organization and with our partners in government, civil society and the private sector to support shifts in public policy, fuel social engagement, and increase investment for children.For more information about UNICEF and its work. (PURPOSE OF ASSIGNMENT:UNICEF’s Supporter Engagement Strategy (SES) places supporters at the heart of how UNICEF delivers results for children inspiring individuals to donate their voice, money and time, and by empowering offices to reach fundraising goals, among others.How can you make a difference? Under the overall guidance of the Digital Delivery Manager in Geneva and in coordination with the Global SES Team, the specialists will be asked to gather business requirements, conduct business process redesign and provide support on testing, training, report writing, analysis and implementation of Salesforce and SES in the LAC Region.SCOPE OF WORK:From a business perspective, identify and articulate specific CRM requirements with UNICEF offices to ensure that UNICEF fundraising operations are equipped with cutting edge, quality systems to maximize funds to improve children’s lives. After understanding and documenting requirements, the Business Analyst will support delivery by actively participating in an AGILE based development framework.1. CRM Requirements and Delivery Support Identify and articulate specific CRM requirements with UNICEF offices.Work with local market team, Headquarters, and vendors for successful Salesforce-based solution delivery.Continuously communicate with stakeholders throughout the project lifecycle 2. Solution Design and Suitability Provide feedback on system design and solution updates for LAC markets.Ensure regional needs are included in global solution updates.Analyze all current fundraising business process in UNICEF SES/Fundraising Office implementations by documentation through user stories.Support agile development process through story prioritization and backlog grooming. 3. Business Decisions and Process Improvement Support business decisions from fundraising and supporter experience perspectives, taking cost and ROI into consideration to make recommendations to business and product owners where appropriate.Understand and guide the technological solution (sales cloud) in terms of standard salesforce, non-profit success pack, core packages, configuration, customization, and integrations.Recommend product enhancements and future improvements.Identify and support areas of business process improvement, or where local processes can be adapted to CORE functionality.Ensure integrity of back-office process and identify opportunities to streamline. 4. Implementation Readiness and Knowledge Management Provide readiness checklists and functionality prioritization for go-live, in collaboration with business owners.Contribute to the development and review of SES Deployment Suite assets, and guidance to countries as needed.Act as a bridge between global product and localization requirements.Keep records of best practices and opportunities for local implementations.Support knowledge management activities and share key insights. 5. Communication and Regional Support Keep LACRO Digital Space updated with relevant SES information.Ensure implementation plan in the region is followed and address bottlenecks.Collaborate with local third-party service provider on creating handbooks and training guides to communicate best practices, risks and interventions, customization, enhancement, and integration features.Provide advice on LACRO/Country Office project governance, by tracking, updating, and completing relevant RACI tasks. Identifying next steps to resolve issues and advice on scope of work. The following are overall deliverables for 5 markets. The 1st role (15 months) will take responsibility for markets designated as A, B and C, while the 2nd role (12 months) will take responsibility for D and E.Deliverable 1: Lead Business requirements during Salesforce Preparation RACI is completed on a weekly basis.An update on project progress, challenges risks and escalations are reported to Digital Delivery Manager on a weekly basis.Discovery requirements gathering, design.Business requirement documents completed for AS IS and TO BE.User stories developed in DevOps. Deliverable 2: Lead Business requirements during Salesforce Implementation 10 to 20 SOPs per market, depending on market size.5 to 10 reports in Salesforce and/or Power BI designed.Prioritization during sprints and Backlog management of user stories in DevOps. Deliverable 3: Lead Business requirements with third-party agencies during Salesforce Implementation Provide guidance to markets on how to work with a third-party agency for the localization.Training for 2 to 5 agencies per market delivered. Deliverable 4: Lead Business requirements during User Testing User testing planned and delivered.End to end testing performed.Sanity checking and go live checklist completed as per market deployment. Deliverable 5: Lead Business requirements Salesforce Go Live Provide support on Go Live on SES Platform delivered.Salesforce customized instance deployed.Reports and dashboards tested and delivered. Deliverable 6: Provide Business support after Deployment for HyperCare Phase Provide post-deployment Support on SES Platform.Backlog management of user stories in DevOp. DELIVERABLES/OUTPUTS (Please note that depending on country readiness and project progress, monthly deliverables may be interchanged between months and countries).Deliverable 1 by 31 August 2024: Market A and D Discovery requirements gathering, design. Deliverable 2 by 30 September 2024: Market A and D Business requirement documents completed for AS IS and TO BE.Requirements gathered for 5 to 10 reports in Salesforce and / or Power BI.Attendance during Intense Intervention.Data migration and data cleansing mapped. Deliverable 3 by 31 October 2024: Market A and D User stories developed in DevOps. Market B and E Discovery requirements gathering, design. Deliverable 4 by 30 November 2024:Market A RACI is completed on a weekly basis.An update on project progress, challenges risks and escalations are reported to Digital Delivery Manager on a weekly basis. Market B, D, and E Business requirement documents completed for AS IS and TO BE.Requirements gathered for 5 to 10 reports in Salesforce and / or Power BI. Deliverable 5 by 31 December 2024:Market A and D Prioritization during sprints and Backlog management of user stories in DevOps.10 to 20 SOPs per market, depending on market size.Provide guidance to markets on how to work with a third-party agency for the localization. Market B Attendance during Intense Intervention.Data migration and data cleansing mapped.Requirements gathered for 5 to 10 reports in Salesforce and / or Power BI. Deliverable 6 by 31 January 2025:Market A and D Prioritization during sprints and Backlog management of user stories in DevOps.5 to 10 reports in Salesforce and / or Power BI designed. Market B and E User stories developed in DevOps. Market C Discovery requirements gathering, design. Deliverable 7 by 28 February 2025:Market A and D Prioritization during sprints and Backlog management of user stories in DevOps.Training for 2 to 5 agencies per market delivered.User testing planned.End to end testing performed.Sanity checking and go live checklist completed as per market deployment. Market B and E RACI is completed on a weekly basis.An update on project progress, challenges risks and escalations are reported to Digital Delivery Manager on a weekly basis. Market C Business requirement documents completed for AS IS and TO BE.Requirements gathered for 5 to 10 reports in Salesforce and / or Power BI. Deliverable 8 by 31 March 2025:Market A and D Provide Support on Go live of SES Platform delivered.Salesforce customized instance deployed.Reports and dashboards tested and delivered. Market B and E Prioritization during sprints and Backlog management of user stories in DevOps.10 to 20 SOPs per market, depending on market size.Provide guidance to markets on how to work with a third-party agency for the localization. Market C Attendance during Intense Intervention.Data migration and data cleansing mapped.Requirements gathered for 5 to 10 reports in Salesforce and / or Power BI. Deliverable 9 by 30 April 2025:Market A and D Provide post-deployment Support on SES Platform.Backlog management of user stories in DevOps. Market B and E Prioritization during sprints and Backlog management of user stories in DevOps.5 to 10 reports in Salesforce and / or Power BI designed. Market C User stories developed in DevOps. Market B and E Prioritization during sprints and Backlog management of user stories in DevOps.Training for 2 to 5 agencies per market delivered.User testing planned. Market C RACI is completed on a weekly basis.An update on project progress, challenges risks and escalations are reported to Digital Delivery Manager on a weekly basis. Deliverable 11 by 30 June 2025:Market B and E Prioritization during sprints and Backlog management of user stories in DevOps.End to end testing performed.Sanity checking and go live checklist completed as per market deployment. Market C Prioritization during sprints and Backlog management of user stories in DevOps.10 to 20 SOPs per market, depending on market size.Provide guidance to markets on how to work with a third-party agency for the localization. Deliverable 12 by 31 July 2025:Market B and E Provide Support on Go live of SES Platform delivered.Salesforce customized instance deployed.Reports and dashboards tested and delivered. Market C Prioritization during sprints and Backlog management of user stories in DevOps.5 to 10 reports in Salesforce and / or Power BI designed. Deliverable 13 by 31 August 2025:Market B Provide post-deployment Support on SES Platform.Backlog management of user stories in DevOps. Market C Prioritization during sprints and Backlog management of user stories in DevOps.Training for 2 to 5 agencies per market delivered.User testing planned. Deliverable 14 by 30 September 2025:Market C Prioritization during sprints and Backlog management of user stories in DevOps.End to end testing performed.Provide Support on Go live of SES Platform delivered.Salesforce customized instance deployed. Deliverable 15 by 31 October 2025:Market C Sanity checking and go live checklist completed as per market deployment.Provide Support on Go live of SES Platform delivered.Salesforce customized instance deployed. TRAVEL: The roles will be placed in Latin America. There is the possibility of travel during the assignment on a per need basis and this will be paid by UNICEF, and not included in the lump sum fees. To qualify as an advocate for every child you will have… Education: * An Advanced university degree in Non-profit Management, Marketing, Communication, Business Administration, Engineering, or another relevant field is required. Alternatively, 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. Experience:* A minimum of five years of progressively responsible work experience as Project Management or Marketing Manager is required.* Proven knowledge of Fundraising business processes, both in a local market and best practice in a global organization is an asset.* Thorough understanding, knowledge, and experience of Salesforce. Knowledge of Donor Perfect is an asset. Competencies:* Professional technical knowledge and expertise in use DevOPs is required.* Extensive experience using various testing methodologies to improve performance and achieve marketing objectives is required* Experience developing business requirements documents is required. Skills:* Strong analytical skills and problem-solving mind oriented, is required.* Experience training and upskilling teams is required.* Excellent communication skills, (both written and oral) to translate complicated business requirements into technical based language, and vice versa. Language: * Fluency in English and Spanish is required for SES Regional Specialist for LAC Region. Additional Knowledge of Portuguese will also be considered an asset for the Specialist role in LAC Region. Remarks: Only shortlisted candidates will be contacted and advance to the next stage of the selection process. Please indicate your all-inclusive (lump sum) fees in USD against the deliverables listed above. If there is a need for business travel, the travel costs will be covered by UNICEF separately. The office selects the individual based on the best value for money.Payment of professional fees will be based on submission of agreed deliverables. UNICEF reserves the right to withhold payment in case the deliverables submitted are not up to the required standard or in case of delays in submitting the deliverables on the part of the consultant.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. The selected candidate is solely responsible to ensure that the visa (applicable) and health insurance required to perform the duties of the contract are valid for the entire period of the contract. Selected candidates are subject to confirmation of fully-vaccinated status against SARS-CoV-2 (Covid-19) with a World Health Organization (WHO)-endorsed vaccine, which must be met prior to taking up the assignment. It does not apply to consultants who will work remotely and are not expected to work on or visit UNICEF premises, programme delivery locations or directly interact with communities UNICEF works with, nor to travel to perform functions for UNICEF for the duration of their consultancy contracts. For every Child, you demonstrate… UNICEF's values of Care, Respect, Integrity, Trust, Accountability, and Sustainability (CRITAS). To view our competency framework, please visit here. 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.UNICEF offers reasonable accommodation for consultants/individual contractors with disabilities. This may include, for example, accessible software, travel assistance for missions or personal attendants. We encourage you to disclose your disability during your application in case you need reasonable accommodation during the selection process and afterwards in your assignment. 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.