CRM Technical Lead

What we do

The International Committee of the Red Cross (ICRC) works worldwide to provide humanitarian assistance to people affected by conflict and armed violence. We take action in response to emergencies and at the same time promote respect for international humanitarian law. We are an independent and neutral organization, and our mandate stems essentially from the Geneva Conventions of 1949. We work closely with National Red Cross and Red Crescent Societies and with their International Federation in order to ensure a concerted, rational and rapid humanitarian response to the needs of the victims of armed conflict or any other situation of internal violence. We direct and coordinate the international activities conducted in these situations.

Purpose of the position

The ICRC IT division provides technology services to 20,000 employees globally, external partners, and to the public. We run a broad range of enterprise tools, business-specific tools, and tools directly designed for beneficiaries.

To ramp up the CRM team, we are looking for a CRM Platform Owner. The CRM Technical Lead is responsible to master systems implemented and global coherence for future integration. In charge of code integration, performance optimization, and global design coherence.

Does this sound like it could suit you? Read on below!

Main duties and responsibilities

Work with the ICRC partners (Switzerland and near-shore) in charge of the CRM solutions development: global follow-up, source code control review and processes/procedures validation; Be in charge of the L3 support for CRM solutions, as well as all interfaces with the institutional MDM (Master Data Management, with all referential data); Write complete documents for L2, including all necessary information on maintenance (installation, architecture, configuration, KB and updates/changes), for both technical (Microsoft) and functional (Dynamics CRM) platforms; Consider the need for high availability enhancement on back-end (storage servers), as well as a high-security requirement; Assist the IS project coordinator for drafting business requirements, write technical requirements and complete the ICRC architecture definition; Work with all the teams to carry out the tasks defined, according to the proposed schedule, with the technical teams, but also the business teams concerning the support and the writing and execution of the non-regression tests; Coordination, work monitoring and quality control, with ticket and workflow management in Microsoft TFS 2015.

Relationships

Internally, interacts with Technology unit, other sectors and Head of Sector CRM; Externally, interacts with ICT suppliers and service providers and staff of the UN, other international organizations and NGOs and with the ASC (Application Service Center).

Education and experience required

Certifications in CRM; Minimum 10 years’ experience; Expertise On Premise (infrastructure integration, data interfacing..SQL Server); Expertise on CRM CLOUD (Dataverse, Power Automate, CICD…); Strong experience XRM and knowledge on CRM layers like Non-Profit Accelerator; Good knowledge on Azure Services; Demonstratable experience in engineering and software architecture design; Experienced with Agile methodologies (SCRUM, SAFE); Excellent command of English, French is an asset.

Desired profile and skills

Strongly motivated by humanitarian work; Curious and able to adapt to new technologies, new concepts or new IT products; Independent and able to propose several solutions according to the functional demands to which any developer may have to respond to; Very good oral and written communication skills; Rigorous, organized and structured; Strong integration and teamwork skills; Follows up on all work-related messages and correspondence with the relevant contacts and departments; Represents the ICRC in an appropriate way during activities, in meetings and in the field, and avoids any activity that may reflect negatively on the ICRC’s image.

Additional information

Location: Geneva Type of contract: Open-ended contract Grade: B3 Activity rate: 100% Estimated start date: ASAP Application deadline: Sunday, the 6th of June 2021

In line with the 2019-2022 ICRC Institutional Strategy to reach the goal of gender parity (50:50) among its managers by 2022 (and beyond); qualified female candidates are strongly encouraged to apply.

The ICRC values diversity and is committed to creating an inclusive working environment. We welcome applications from all qualified candidates.