Salesforce Manager

Oak Foundation (www.oakfnd.org) commits its resources to address issues of global social and environmental concern, particularly those that have a major impact on the lives of the disadvantaged. Through its grant-making, Oak Foundation supports others to make the world a safer, fairer, and more sustainable place to live. With offices in Europe, Africa and North America, Oak Foundation makes grants to organizations located in approximately 40 countries worldwide.

About the Information Technology Team

The IT Team is a team of dedicated professionals that collaborate as a single entity in which each member focuses on their own specialties and expertise. Oak’s IT team is currently building and launching various cloud-based tools and focusing their efforts on (business) functionality and security. The aim is to enable Oak to become a truly digital organisation, with Salesforce becoming the key platform for the Grants Management System. Oak Foundation plans to launch this new Salesforce platform in September. Therefore, we are searching for a person to join the team to fill this new and exciting position.

Purpose of the role

Reporting to the Head of IT, the Salesforce Manager will provide substantive specialist support to run, maintain, and evolve the Salesforce platform(s), in collaboration with an external Salesforce development company. The Salesforce Manager will be in charge of managing the day-to-day functioning of the platform and future developments of the system (i.e., roadmap management), with input from key stakeholders. They will focus on the “run” portion of Salesforce activities, and will oversee the “build” with the external partner by participating in sprint planning, reviews, and retrospectives.

Main responsibilities include:

In consultation with the Head of IT and relevant internal/external partners:

• Operations Management (40%)
• Manage the help desk function; identify any relevant fixes and training needs; escalate problems to 2nd and 3rd line support
• Manage recurrent maintenance processes/routines, i.e., in the context of data quality as well as controls and related components
• Test Management & Change Management (20%)
• Manage and lead (end-to-end) iterative testing activities as part of a Scrum team with particular attention to quality assurance and best practices
• Analyse fits/gaps/impact on existing Salesforce usage as new releases are being built, tested, and implemented, providing guidance, adoption strategies, and trainings as necessary
• Configuration, Development, and Architecture (30%)
• Assist power and end users with the configuration/development of reports, filters, views, etc., leveraging standard and out-of-the-box functionality
• Participate in sprint planning, reviews, and retrospectives as well as design/solutioning activites
• Assist in release/deployment management (using pipeline tooling) as well as documentation
• When requested, identify blocks to solution design and work toward solutions
• Learning & Innovation (10%)
• Maintain Salesforce know-how by staying current on industry innovations and the latest methodology, tooling, and assets/accelerators

Position requirements

• A post-secondary education degree in Computer Science, Information Technology, Information Management, Business Management / Public Management
• At least 7 years of professional experience including at least 5 years as a Salesforce Administrator/Manager/Developer or similar role, experience in the non-profit sector is an asset
• Qualifications or demonstrable work experience in: Salesforce Management/Administration, support, application/product management, and/or functional technical analysis
• Experience with a wide range of IT systems (typically SaaS/PaaS) consulting/supporting its usage, conducting impact assessments, and working in an agile environment (preferably Scrum)
• Proven ability to
• Effectively problem solve in a logical and structured manner
• Manage stakeholders at all levels, internally and externally, committed to delivering a high level of customer service
• Decompose technical/business challenges into smaller units and explain them to non-technical partners

Also:

• Knowledge of / exposure to Microsoft Office 365 highly desirable
• Capable of conceptual thinking and follow-up action
• Proficient written and verbal communication skills in English (other languages are an asset)
• A commitment to Oak’s organisational values.
• Applicants must have EU/Swiss citizenship or a valid work permit for Switzerland and the availability to work 3 days per week from Oak offices (Tuesday-Thursday).