CRM Platform Specialist (Cluster)

Your mission

The Platform Specialist (CRM) plays a key operational and strategic role in ensuring the availability, reliability, security, and ongoing improvement of War Child Alliance’s Salesforce platform as a business-critical global service. The role is responsible for the administration, delivery, maintenance, and optimization of the Salesforce environment, ensuring the platform remains stable, secure, scalable, and aligned with evolving organizational needs. This includes hands-on administration, configuration, implementation, release management, access control, integrations, incident resolution, documentation, and continuous service improvement.

In addition to Salesforce, the role provides technical administration and service ownership for a portfolio of smaller SaaS applications used across the organization, applying the same structured and service-led approach. The position ensures these systems are effectively governed, supported, maintained, and continuously improved, while also strengthening the integration and alignment between business applications, workflows, and data flows across the organization.

Working within War Child Alliance’s wider enterprise systems landscape, including Salesforce, Unit4 Business World, and other cloud-based tools, the Application Platform Lead (CRM) ensures that business-critical platforms operate as a stable and integrated ecosystem. The role works closely with business stakeholders, suppliers, and internal IT colleagues to ensure that Salesforce and related SaaS platforms are implemented in a scalable and supportable way, operated as managed services, and enhanced over time to meet changing operational and organizational needs.

The role is ideally to be staffed in within a Country Office, in line with War Child Alliance’s wider strategy to increasingly co-locate global resources closer to program and operational delivery. Embedding Salesforce platform administration within a Country Office environment will help strengthen adoption of the Salesforce platform by ensuring closer alignment between the global solution and operational realities in country programs. This will also provide greater insight into how the platform can be better configured, deployed, and supported to meet both global and country-level needs.

What you will do:

• Own and lead the end-to-end administration, delivery, support, and continuous improvement of the Salesforce platform as a business-critical service. The Salesforce platform includes multiple instances of Salesforce Cloud and multiple third-party applications integrations.
• Drive and deliver implementation and enhancement cycles, including requirements gathering, solution design, configuration, testing, deployment, and release management.
• Translate and priorities business requirements into scalable, secure, and sustainable Salesforce and SaaS solutions aligned with organizational needs.
• Administer and optimize the Salesforce environment, including user management, roles, permissions, workflows, automation, data models, and platform configuration.
• Own and manage ITIL service management processes for the platform, including incidents, service requests, problems, changes, releases, and escalation pathways.
• Monitor and proactively improve system performance, reliability, service levels, and user experience through root cause analysis, KPI tracking, and issue prevention.
• Lead continuous improvement by identifying process enhancements, automation opportunities, and roadmap priorities across Salesforce and supporting SaaS applications.
• Ensure accountability for system integration, data flows, data integrity, and alignment across Salesforce, Unit4, and other connected business systems.
• Provide ownership and oversight of user support, adoption, documentation, training, and resolution of recurring issues through sustainable solutions.
• Coordinate and manage internal stakeholders, vendors, and implementation partners to ensure timely delivery, alignment of expectations, and accountability for outcomes.

ROLE-SPECIFIC OR CONTEXT RESPONSIBILITIES

• Maintain and safeguard core applications, ensuring system performance, stability, and effective alignment with user and business needs.
• Safeguard and maintain data accuracy, consistency, and application logic across integrated systems, ensuring alignment with business processes and controls.
• Coordinate and support application testing, system upgrades, and change deployments, including documentation updates and user readiness activities.
• Deliver first- and second-line support for core applications, resolving incidents and liaising with vendors where required to ensure timely resolution.
• Collaborate with IT colleagues to maintain system interfaces and ensure seamless data exchange between applications and external platforms.
• Provide and maintain user training, guidance, and support materials, including manuals, FAQs, and system …