UNV Jobs - 88098- Salesforce Expert (Framework Agreement)

Salesforce Expert (Framework Agreement)

Advertised on behalf of

UNV

Location :

50 days offsite and 20 days onsite in Bonn, GERMANY

Type of Contract :

Individual Contract

Starting Date :

28-Oct-2019

Application Deadline :

20-Oct-19 (Midnight New York, USA)

Post Level :

International Consultant

Duration of Initial Contract :

2 Years

Languages Required :

English

Expected Duration of Assignment :

2 Years

UNDP is committed to achieving workforce diversity in terms of gender, nationality and culture. Individuals from minority groups, indigenous groups and persons with disabilities are equally encouraged to apply. All applications will be treated with the strictest confidence. UNDP does not tolerate sexual exploitation and abuse, any kind of harassment, including sexual harassment, and discrimination. All selected candidates will, therefore, undergo rigorous reference and background checks.

Background

1. BACKGROUND
The United Nations Volunteers (UNV) programme is the UN organization that contributes to peace and development through volunteerism worldwide. Volunteerism is a powerful means of engaging people in tackling development challenges, and it can transform the pace and nature of development. Volunteerism benefits both society at large and the individual volunteer by strengthening trust, solidarity and reciprocity among citizens, and by purposefully creating opportunities for participation. UNV contributes to peace and development by advocating for recognition of volunteers, working with partners to integrate volunteerism into development programming, and mobilizing an increasing number and diversity of volunteers, including experienced UNV volunteers, throughout the world. UNV embraces volunteerism as universal and inclusive, and recognizes volunteerism in its diversity, as well as the values that sustain it: free will, commitment, engagement and solidarity.
UNV Information and Communications Technology Unit (ICTU), located in Bonn, Germany, is responsible for creating and maintaining multiple corporate applications. The unit is actively engaged in delivering on Digital Transformation.
This consultancy would contribute to Digital Transformation project’s Output 2: Customer Relationships Management Platform (CRMP). The CRMP will capture, digitize and bundle UNV’s partner intelligence and contact information, enable and record interactions with partners, record and visualize partnership opportunities, and allow partners to perform self-service tasks. Bringing together intelligence and interactions of different sections will allow for synergies in UNV’s partnership, advocacy, resource and volunteer mobilization efforts.

2. MAIN OBJECTIVES, RESPONSABILITIES AND DESCRIPTION OF THE PROPOSED ANALYTICAL WORK.
The UNV digital transformation project aim to deliver a service desk and CRM solution based on SalesCloud and ServiceCloud from SalesForce. The expert is expected to contribute to implementation of the CRM and Service Desk based on Salesforce. The tasks will range from analyzing the business requirements to arrive at the best design, deciding and defining work-packages, co-ordinate with the vendor for deliverables, implement changes as and when needed, troubleshoot incident and problems, develop technical guides and share knowledge. The work will be delivered online with intermittent presence in the UNV HQ (Bonn, Germany).
UNV is looking to contract an individual consultant on a Framework Agreement as an expert to provide strong technical expertise and delivery on on SalesForce (ServiceCloud, SalesCloud), and integration with the other applications in the ecosystem.

Duties and Responsibilities

Under the direct supervision of Chief ICTU and the UNV Digital Transformation Project Manager, the consultant will provide services as described below:

Task 1: Defining and Implementing Work Packages

The Expert is expected to analyze and validate business requirements, develop and translate business requirements into CRM functionality, specifications, and test plans and formulate work-packages, while maintaining effective communications with stakeholders.
The Salesforce implementation is done so that it integrates with UNV application ecosystem in a consistent manner (Application integration, data integration, business rules integration).
S/he performs impact analysis and change control and manages implementation of the changes.
S/he is expected to coordinate with outsourced company developers about the requirements to the system changes/ development, discussing technical issues and getting the solution as per agreed contracts. Provide training to the users.
Configure UNV CRM platform in Other SalesForce related configurations and customization.

Task 2: Project monitoring and quality assurance

The Expert is expected to provide services of project monitoring and quality assurance in accordance with the terms of reference for the service provider. In that regard, the Expert will closely coordinate related activities with the Project Team, providing reports in a timely manner. Once the ICT solution is delivered by the vendor, the Expert is expected to examine the final product for operational and technical compliance with the project specifications. This will entail a series of functional and integrity tests. The Expert will then be required to submit a report to the project team assessing the ICT compliance with all relevant requirements.

Deliverables/ Outputs
Estimated Duration to Complete (in number of days)

Participate in onboarding sessions, ensuring full understanding of UNV ecosystem and CRM user-stories; 3 Days
Support and participate in 5-day kick-off workshop in Bonn (Germany), clarifying and refining business side requirements together with implementing vendor: 5 Days
Coordinate implementation of CRM Phase 1, ensuring that application integrates with UNV ecosystem: 10 Days
Maintain platform, implementing smaller changes and resolving bugs, and co-ordinating with vendor for bigger changes; participate in discussions with the business on new features: 35 Days
Coordinate implementation of CRM Phase 2, ensuring that application integrates with UNV ecosystem: 10 Days
Ensure comprehensive technical guide is delivered, regularly updating with the changes. 7 Days

Total Number of days: 70

(Estimated 50 days offsite and 20 days onsite in Bonn, Germany)

Please note that this is an estimate for financial proposal preparation only. It does not constitute a binding quantity/entitlement.
3. Duration of work
The total duration of the Long-Term Agreement (LTA) will be for a two-year period.

4. Travel arrangements
The assignment may involve mission travels to Bonn, Germany.
• Any necessary travel must be approved in advance by the Chief and the UNV Digital Transformation Project Manager and captured in a Purchase Order (PO)
• The consultant is responsible for obtaining any visas and security clearances needed to travel, with the necessary support from Procurement Unit;
• The consultant is also required to comply with the UN security directives set forth under https://dss.un.org/dssweb/

Competencies

Individual competencies

Demonstrates integrity by modelling the UN’s values and ethical standards;
Promotes the vision, mission, and strategic goals of UNV;
Displays cultural, gender, religion, race, nationality and age sensitivity and adaptability
Treats all people fairly without favoritism;
Fulfils all obligations to gender sensitivity and zero tolerance for sexual harassment.

Functional competencies:

Demonstrates professional competence to meet responsibilities and post requirements and is conscientious and efficient in meeting commitments, observing deadlines and achieving results;
Results-Orientation: Plans and produces quality results to meet established goals, generates innovative, practical solutions to challenging situations;
Communication: Strong analytical, reporting and writing abilities, including the ability to convey complex concepts and recommendations, both orally and in writing, in a clear and persuasive style tailored to match target audiences;
Team work: Ability to interact, establish and maintain effective working relations with a culturally diverse team;
Client orientation: Ability to establish and maintain productive partnerships with national partners and stakeholders and pro-activeness in identifying of beneficiaries and partners’ needs and matching them to appropriate solutions.

Required Skills and Experience

Education:

University degree in information technology, computer science, data management or related field, or relevant experience in the field;
10 years of relevant experience in ICT, IS and software development, with Salesforce CRM;
Proven record of theoretical knowledge and practical experience in the area of introducing new ICT solutions, database management and data analysis;
Electronic communications expertise and experience;
Proven analytical skills and ability to conceptualise and write concisely and clearly.

Experience:
More than 10 years of relevant experience in CRM implementation, includes at least 8 years of experience in Salesforce. Experience should include ServiceCloud and SalesCloud implementation including Opportunities, Leads, Campaigns, Chatbot and Knowledge features.
Language requirement:
Excellent writing and oral communication skills in in the official languages in English.

7. Evaluation process
Applicants are reviewed based on Required Skills and Experience stated above and based on the technical evaluation criteria outlined below. Only those applicants who meet the minimum level of education and relevant years of experience requirements will be considered for the technical evaluation. The technical evaluation will include a desk review and an interview with shortlisted candidates.

Technical evaluation - Total 70 points

• Experience in Salesforce Sales Cloud and Service Cloud (30%)
• Proven experience with other UN organisations in implementing CRM (20%)
• Proven analytical skills (10%)
• Proven experience implementing projects remotely (10%)

The selection of the best offer will be based on the combined scoring method – where the qualifications and methodology will be weighted – 70%, and combined with the price offer which will be weighted 30%.

7. Application procedure:
Qualified candidates must apply online via the UNDP Jobshop. Interested candidates are advised to carefully review these terms of reference and ensure that they meet the requirements and qualifications described above.

Applications should contain:
a) Cover Letter including a brief description of why the individual considers him/herself as the most suitable for the assignment;
b) Duly accomplished Letter of Confirmation of Interest and Availability using the template below; https://popp.undp.org/_layouts/15/WopiFrame.aspx?sourcedoc=/UNDP_POPP_DOCUMENT_LIBRARY/Public/PSU_%20Individual%20Contract_Offerors%20Letter%20to%20UNDP%20Confirming%20Interest%20and%20Availability.docx&action=default

Your Financial Proposal must indicate the total contract price, supported by a breakdown of costs, as per template provided. If an Offeror is employed by an organization/company/institution, and he/she expects his/her employer to charge a management fee in the process of releasing him/her to UNV under Reimbursable Loan Agreement (RLA), the Offeror must indicate at this point, and ensure that all such costs are duly incorporated in the financial proposal submitted to UNV

c) Personal CV or P11, indicating all past experience from similar projects, as well as the contact details (email and telephone number) of the Candidate and at least three (3) professional references;

Please paste the cover letter into the "Resume and Motivation" section of the electronic application and ensure you have provided all requested materials. All supporting documents should be scanned and attached into one PDF format document. Incomplete applications will not be considered.

Queries should be sent to: procurement@unv.org, att Marc Wharton clearly marking – 93667- IC Salesforce Expert
Terms and conditions, as well as contract samples can be found at this link:
http://www.undp.org/content/dam/undp/documents/procurement/documents/IC%20-%20General%20Conditions.pdf
as well as contract samples can be found at this link: http://www.undp.org/content/undp/en/home/procurement/business/how-we-buy.html

Due to the large number of applications we receive, we are only able to inform the successful candidates about the outcome or status of the selection process.

Please make sure you provide all requested materials. Incomplete applications will not be considered. Applications sent by email will not be considered.

Note: UNDP/UNV reserves the right to select one or more candidates from this procurement notice. We may also retain applications and consider candidates applying to this post for other similar positions with UNDP/UNV with similar terms of reference, experience and educational requirements.