CRM Platform Specialist – Cluster
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Job Description
Salesforce platform specialist administering global CRM and SaaS systems for War Child Alliance, an NGO supporting children affected by armed conflict. Improving integrations, reliability, and user adoption across country programmes.
Responsibilities:
- Own and lead end-to-end administration, delivery, support, and continuous improvement of War Child Alliance’s Salesforce platform
- Administer multiple Salesforce Cloud instances and third-party application integrations
- Gather requirements, design solutions, configure, test, deploy, and manage releases
- Translate and prioritize business requirements into scalable, secure, and sustainable Salesforce and SaaS solutions
- Manage users, roles, permissions, workflows, automation, data models, and platform configuration
- Own ITIL service management processes covering incidents, service requests, problems, changes, releases, and escalations
- Monitor and improve performance, reliability, service levels, and user experience using root-cause analysis and KPI tracking
- Identify process enhancements, automation opportunities, and roadmap priorities
- Ensure integration, data-flow, data-integrity, and alignment across Salesforce, Unit4, and other business systems
- Oversee user support, adoption, documentation, training, and recurring-issue resolution
- Coordinate internal stakeholders, vendors, and implementation partners
- Maintain application performance, stability, business-process alignment, and data accuracy
- Coordinate testing, upgrades, change deployments, documentation updates, and user-readiness activities
- Deliver first- and second-line support and liaise with vendors on incident resolution
- Maintain system interfaces and seamless data exchange with applications and external platforms
- Provide user manuals, FAQs, training, guidance, and system documentation
- Establish and monitor user access and authorization structures
- Participate in cross-functional teams improving digital workflows, systems integration, and organizational processes
- Operate ITIL-aligned change, release, and service management processes
- Evaluate and support adoption of new system features and capabilities
Requirements:
- HBO+ (Bachelor’s level or higher applied education) working and thinking level in IT, Computer Science, Information Systems, or a related field
- Minimum 3 years of hands-on experience in Salesforce administration, configuration, and implementation
- Strong experience with Salesforce roles, profiles, permission sets, flows, automation, and data models
- Experience managing systems as operational services, including reliability, performance, and support ownership
- Experience with ITIL-based incident, problem, change, and release management
- Experience with structured deployments and controlled system changes
- Experience administering and supporting SaaS platforms and cloud-based business applications
- Experience supporting or managing system integrations and data flows
- Experience working with external vendors, implementation partners, and service providers
- Experience in multi-system environments, ideally including Salesforce and ERP systems
- Strong stakeholder engagement and translating business needs into technical solutions
- Strong communication across technical and non-technical stakeholders in multi-location environments
- English mandatory
- Dutch, French, Spanish, or Arabic desirable
- Strong knowledge of Salesforce administration, automation, data structures, and user management
- Strong understanding of ITIL principles and operational IT service delivery
- Knowledge of SaaS platform administration and lifecycle management
- Understanding of integrations, APIs, data exchange, data management, data quality, governance, cloud application environments, information security, access control, and data protection
- Experience with support and ticketing systems
- Salesforce Administration and Platform Management certifications highly desirable
- ITIL, Agile, or service management certifications advantageous
- Familiarity with Agile and/or Waterfall methodologies
- Preference for applicants residing in an operating country with valid working permits
- Must submit a Criminal Record Certificate
- Must comply with and sign War Child safeguarding, Code of Conduct, and PSEA policies
Benefits:
- Meaningful impact through improving the lives of children and families affected by conflict
- Professional development, learning, innovation, capacity building, and growth opportunities
- Access to War Child’s global network
- Collaborative, inclusive, diverse, and respectful workplace
- Safety, fairness, and equal opportunity
- Local contract with salary and secondary labour conditions based on the in-country salary scale
- Criminal Record Certificate process and safeguarding support
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