PAHO Consultant - Salesforce Developer (ITS)

Pan American Sanitary Bureau · Off Site · $172/day (stated in the posting)

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OBJECTIVE OF THE OFFICE/DEPARTMENT

This is a requisition for employment at the Pan American Health Organization (PAHO)/Regional Office of the World Health Organization (WHO)

Contractual Agreement:

Job Posting:

Closing Date:

Primary Location:

Organization:

Schedule:

PURPOSE OF CONSULTANCY

DESCRIPTION OF DUTIES:

2. Purpose of the Consultancy

PAHO has implemented Salesforce Agentforce IT Service as its corporate IT Service Management (ITSM) platform, replacing the legacy service management tool. The platform serves staff members across Headquarters, country offices, and centers in the region of the Americas, and supports other departments beyond ITS.

Following go-live and initial stabilization, PAHO requires an experienced Salesforce Developer consultant to maintain the platform in production and evolve it in line with the Organization’s service management priorities. This is a delivery-focused, hands-on technical consultancy. The consultant will report to the Advisor, IT Operations, and collaborate with other ITS units, service owners, subject matter experts, and departments across PAHO. The consultant works autonomously against an assigned and prioritized task backlog, delivers within agreed timeframes, and reports formally each month.

3. Statement of Work

The Salesforce Developer consultant will perform the following functions:

3.1 Task Management & Stakeholder Coordination

• Review the assigned work queue each working day; acknowledge new tasks; confirm scope, priority, acceptance criteria, dependencies, effort, and target completion date.

• Deliver tasks by the agreed due date. If delivery is at risk, notify the Advisor, IT Operations, promptly and propose a recovery plan or revised date for approval.

• Keep task records current with progress, decisions, blockers, testing evidence, deployment status, and next actions.

• Work with ITS units and PAHO departments to gather requirements, assess impacts, translate needs into feasible solutions, and demonstrate completed work.

3.2 Salesforce Platform Maintenance, Development & Integration

• Configure, maintain, and enhance Agentforce IT Service and related Salesforce capabilities supporting incidents, problems, changes, releases, service requests, knowledge, routing, notifications, self-service, and the IT service console.

• Configure custom objects, fields, page layouts, record types, validation rules, and workflows.

• Design and deliver maintainable solutions using Salesforce configuration, Flow, Apex, Lightning Web Components, custom metadata, reports, dashboards, and other appropriate platform tools.

• Develop, maintain, and troubleshoot integrations with PAHO systems using approved APIs, event-driven patterns, middleware, and secure authentication mechanisms.

• Investigate and resolve issues across configuration, code, automation, data, permissions, integrations, and platform limits; identify root causes and sustainable corrective actions.

• Support data imports, migrations, cleansing, validation, and quality controls while maintaining integrity and auditability.

3.3 Automation, Agentforce & Knowledge

• Configure and improve Agentforce agents, topics, instructions, actions, prompt templates, and supporting Flows or Apex components for approved PAHO use cases.

• Ground AI-enabled experiences in approved PAHO knowledge and data, and work with content owners to improve knowledge quality, relevance, and maintenance.

• Test agent accuracy, permissions, action execution, human escalation, multilingual behavior where required, and compliance with PAHO privacy, security, and responsible AI requirements.

• Assess new Salesforce and Agentforce capabilities and recommend practical improvements, recognizing that Agentforce IT Service is a new and evolving product.

3.4 Security, Testing, Release & Production Support

• Apply least-privilege access controls, secure coding practices, and PAHO security, data protection, change management, and responsible AI requirements.

• Prepare and execute functional, regression, integration, permission, and agent-behavior tests as applicable; support user acceptance testing and document approval.

• Manage source-driven changes through approved environments using Salesforce CLI, Git, CI/CD tools, or PAHO's designated process.

• Prepare deployment, validation, communication, rollback, and post-deployment activities; do not implement unapproved production changes.

• Provide production support, monitor assigned operational indicators, and prepare root cause analysis and corrective actions when requested.

• Collaborate with the ITS Information Security and other ITS units on reviews, incidents, access controls, integration dependencies, and remediation activities.

• Coordinate Salesforce seasonal releases and assess their impact.

3.5 Documentation, Reporting & Knowledge Transfer

• Maintain solution designs, configuration records, code and integration documentation, test evidence, deployment records, runbooks, and task history for material changes.

• Document Agentforce configurations, grounding sources, guardrails, evaluation scenarios, known limitations, and operational ownership.

• Provide demonstrations, walkthroughs, and knowledge-transfer sessions to PAHO staff and authorized support resources.

• Store all source code, configuration, documentation, and work products in PAHO-approved repositories and submit the required monthly activity report.

4. Monthly Activity Report

By the last working day of each month, the consultant shall submit a consolidated report to the Advisor, IT Operations. The report shall be traceable to the designated task-management system and include:

• An executive summary and a complete register of every task assigned during the month, plus open tasks carried forward.

• For each task: identifier, title, requester or owner, assignment date, priority, agreed due date, status, completion date, and task-record reference.

• For each task: a concise summary of work performed, changes made, testing and approval completed, deployment outcome, documentation produced, and result achieved.

• For delayed, blocked, cancelled, or re-scoped tasks: reason, impact, required action, mitigation, and approved revised date; plus priorities for the following month.

• Production releases and incidents in the period, with associated change records and preventive actions taken.

• Service and agent performance indicators, platform consumption against entitlement with a projection to the end of the contract period, and risks, technical debt, recommendations, and planned focus for the following month.

A task is considered delivered when deployed to production, verified against the agreed acceptance criteria, documented, and accepted by the requester. Certification of the monthly deliverable is contingent on receipt of a complete monthly report.

5. Qualifications & Skills

5.1 Education & Experience

• University degree in Computer Science, Information Systems, Software Engineering, or a related field.

• At least three years of progressively responsible experience developing and supporting Salesforce solutions in complex enterprise environments.

• Strong hands-on experience with Apex, Lightning Web Components, Flow, SOQL/SOSL, Salesforce configuration, security, APIs, testing, and deployment practices.

• Experience with Salesforce Service Cloud, enterprise integrations, production support, and highly customized Salesforce environments.

• Demonstrated ability to manage multiple assigned tasks, maintain accurate work records, collaborate with technical and non-technical stakeholders, and deliver by agreed deadlines.

• Direct experience with Agentforce IT Service is not required because the product is new. Experience with Agentforce, Einstein capabilities, ITSM processes, employee self-service, or knowledge management is desirable.

5.2 Technical Competencies

• Development: Apex (classes, triggers, batch, queueable, scheduled), asynchronous patterns, governor limits, bulkification, SOQL/SOSL, Lightning Web Components, Aura and Visualforce (legacy maintenance), JavaScript ES6+, Flow, custom metadata, validation rules, Order of Execution
• Service Cloud / ITSM: Case management, Omni-Channel routing, queues and skills-based assignment, entitlements, milestones and SLAs, knowledge management, service catalogue, CMDB and configuration items, ITIL incident / request / problem / change practices
• AI and Agentforce: Agent topics and actions, prompt templates, grounding on knowledge and CMDB data, Einstein Trust Layer, agent testing and evaluation, escalation and human handoff design
• Integration and DevOps: REST and SOAP APIs, Platform Events, Change Data Capture, External Services, Named Credentials, OAuth 2.0 / SAML, Microsoft Entra ID SSO, Microsoft Teams integration, middleware and iPaaS; Salesforce DX and CLI, sandboxes, Git and pull requests, CI/CD, static analysis, Apex unit testing and Jest
• Security, Data, and Delivery: Profiles, permission sets and groups, sharing and visibility, field-level security, CRUD/FLS enforcement, SOQL injection prevention, event monitoring; data migration, quality tooling, reports and dashboards; Agile or Kanban working, backlog management, effort estimation, technical documentation

5.3 Certifications

Salesforce Certified Platform Developer is required or strongly preferred. Salesforce Administrator, Service Cloud Consultant, Platform App Builder, Platform Developer II, and Agentforce Specialist certifications are desirable.

6. Language Skills

English: Fluency in written and spoken English is required.

Other languages: Working knowledge of Spanish is desirable; knowledge of French or Portuguese is an asset.

7. Key Performance Indicators

• Assigned tasks delivered by the agreed target date
  • Target: ≥ 90%
  • Measured: Monthly

• Monthly report submitted complete and on time
  • Target: By 5th working day
  • Measured: Monthly

• Critical (P1) regressions attributable to consultant-delivered changes
  • Target: Zero
  • Measured: Continuous

• Apex unit test coverage on delivered code
  • Target: ≥ 85% org-wide
  • Measured: Per release

• Security findings remediated in window; documentation and backlog current
  • Measured: 100%
  • Target: Monthly

• Agent deflection / containment for in-scope service domains
  • Measured: Improving against baseline
  • Target: Monthly

• Platform consumption within contracted entitlement
  • Measured: No unforecast overage
  • Target: Monthly

8. Work Schedule & Conditions

Position: Salesforce Developer Consultant

Work type/ Duty Station: Full-time consultancy; remote (off-site), with core hours overlapping Washington, D.C. business hours. Occasional mission travel may be required, subject to prior approval.

Duration: 6 months, extension subject to satisfactory performance, with a formal review in month three and availability of funds

Position Type: Band A of International PAHO Consultant (IPC-Band A)

Reporting To: Advisor, IT Operations — ITS

Remuneration: Daily rate $172

Confidentiality & IP: All PAHO projects, procurement, personnel, and Member State information shall be treated as confidential and shall comply with PAHO information security, data protection, and AI governance policies. All deliverables, templates, prompt libraries, agent and automation configurations, and work products are the property of PAHO.

ADDITIONAL INFORMATION

• This vacancy notice may be used to identify candidates for other similar consultancies at the same level.
• Successful candidates will be placed on the roster and subsequently may be selected for consultancy assignments falling in this area of work or for similar requirements/tasks/deliverables.  Inclusion in the Roster does not guarantee selection for a consultant contract.  There is no commitment on either side.
• Only candidates under serious consideration will be contacted.
• All applicants are required to complete an on-line profile to be considered for this consultancy. For assessment of your application, please ensure that your profile in the PAHO Career page is updated; all experience records are entered with elaboration on tasks performed at the time.  Kindly note that CV/PHFs inserted via LinkedIn are no accessible.
• A written test may be used as a form of screening.
• If your candidature is retained for interview, you will be required to provide, in advance, a scanned copy of the degree(s)/diploma(s)/certificate(s) required for this position. PAHO/WHO only considers higher educational qualifications obtained from an institution accredited/recognized in the World Higher Education Database (WHED), a list updated by the International Association of Universities (IAU)/United Nations Educational, Scientific and Cultural Organization (UNESCO). The list can be accessed through the link: http://www.whed.net/. PAHO will also use the databases of the Council for Higher Education Accreditation http://www.chea.org/search/default.asp and College Navigator, found on the website of the National Centre for Educational Statistics, https://nces.ed.gov/collegenavigator to support the validation process. Some professional certificates may not appear in the WHED and will require individual review.
• Any appointment/extension of appointment is subject to PAHO/WHO Regulations, and e-Manual.
• For information on PAHO please visit: http://www.paho.org
• PAHO/WHO is committed to providing a respectful and supportive workplace for all personnel .
• PAHO is an ethical organization that maintains high standards of integrity and accountability. People joining PAHO are required to maintain these standards both in their professional work and personal activities.
• PAHO also promotes a work environment that is free from harassment, sexual harassment, discrimination, and other types of abusive behavior. PAHO conducts background checks and will not hire anyone who has a substantiated history of abusive conduct.
• PAHO personnel interact frequently with people in the communities we serve. To protect these people, PAHO has zero tolerance for sexual exploitation and abuse. People who commit serious wrongdoings will be terminated and may also face criminal prosecution.
• PAHO/WHO has a smoke-free environment and does not recruit smokers or users of any form of tobacco.
• Applications from women and from nationals of non and underrepresented Member States are particularly encouraged.
• Consultants shall perform the work as independent contractors in a personal capacity, and not as a representative of any entity or authority.  The execution of the work under a consultant contract does not create an employer/employee relationship between PAHO and the Consultant.
• PAHO/WHO shall have no responsibility whatsoever for any taxes, duties, social security contributions or other contributions payable by the Consultant.  The Consultant shall be solely responsible for withholding and paying any taxes, duties, social security contributions and any other contributions which are applicable to the Consultant in each location/jurisdiction in which the work hereunder is performed, and the Consultant shall not be entitled to any reimbursement thereof by PAHO/WHO.

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