Program Manager I (CRM System and Security Compliance Manager) - Vistant

Background:

This position is located in USAID’s Bureau for Inclusive Growth, Partnerships, and Innovation, in the Innovation, Technology and Research (ITR) Hub, which leads USAID in experimentation and innovation to transform development. The ITR Hub takes smart risks to test new ideas and partner with others to scale impact, bringing together diverse partners to transform how we save lives, reduce poverty, strengthen democratic governance, and help people progress beyond assistance.

The Development Innovation Ventures (DIV) team, within IPI/ITR, seeks a Program Manager, who is an experienced candidate to manage DIV’s existing Salesforce system’s continuity, performance, and federal security compliance. The DIV team uses Salesforce for all parts of their business processes, including application intake and review, grant management, internal and external relationship management, and technical assistance request intake, review and management. The team seeks a candidate with experience obtaining and/or maintaining a federal government Authority to Operate (ATO) for a Software-as-a-Service (SaaS) system; excellent people skills; and a passion for cost-effective, evidence-based development programming.

Duties and Responsibilities

System security and compliance: Ensure continual compliance with USAID’s security requirements and make system improvements to strengthen security.

• Maintain knowledge of Salesforce, USAID, and USG policies and good practices related to incident response, system security, and ATOs;

• Maintain the ATO and annual assessments for DIV’s Salesforce system;

• Manage enhancements in accordance with Chief Information Office (CIO) and USG standards for accessibility, security, privacy, protection of personally identifiable information, and more;

• Draft and review key technical and security documents in collaboration with the System Owner, Information System Security Officer (ISSO), and other system administrators; and

• Stay apprised of and respond to Salesforce updates and changes that will impact the system and/or the system’s compliance within USAID.

Customer Relationship Management (CRM) system advocacy: Manage USAID relationships regarding Salesforce and any related add-ons and integrations

Relationship and team management:

• Liaise with third-party support contracts, including developers, service support, and security compliance support (ISSO);

• Provide oversight and coordination of efforts for all system administrators working on the system;

• Liaise with USAID security and compliance team(s);

• Liaise with Salesforce Account Executives and support team(s);

• Liaise with DIV team and management to align system with business needs including creative problem-solving based on system functionalities; and,

• Develop clear guidance to support onboarding, team training, new process management for team users of all technical backgrounds.

Salesforce system improvements and promotion:

• Promote use of the system for the team’s business needs, including incorporating external processes for data and/or relationship management into the system; and

• Develop policies and operating procedures as needed to incentivize, reinforce, and, where appropriate, mandate system use and compliance by key user groups.

Salesforce System Administrator duties to include but not be limited to:

• Manage large system enhancements with external support teams as necessitated by both one-time and continuous business needs and improvements;

• Undertake small to medium system enhancements and fixes in response to user feedback and user-reported issues;

  • Develop, manage, and maintain regular channels for gathering feedback from frontline users and coordinate with USAID’s CIO to prioritize requests for new features, functionalities, and system enhancements based on user input;

• Troubleshoot system issues as they arise;

• Provide user support for both internal and external users;

• Creation and monitoring of reports for internal business needs and system compliance; and,

• Database management: continual monitoring of system data and documentation for completeness and compliance, including data cleaning, data import, data export, and backups;

  • Manage the collection, cleaning, aggregation, analysis, and visualization of portfolio level data within Salesforce to improve DIV's ability to accurately and efficiently respond to various monitoring, evaluation, and learning (MEL) requests from various stakeholders within the Agency.

Required Qualifications, Education and/or Experience:

• Master’s Degree (or equivalent) required in Computer Science, Data Analytics, Information Systems, Information Technology, or related fields.

• 7+ years experience, including significant experience obtaining and/or maintaining an Authority to Operate (ATO) for a SaaS system OR significant experience working with federal government compliance for a FedRAMP system or with a third party FedRAMP compliance organization.

• Deep understanding of federal government security and compliance requirements for SaaS, including experience working with a FedRAMP system.

• Demonstrated experience with data collection, analysis, and management platforms.

• Proficiency with relational databases and with business analyst or system administrator/manager roles.

• Ability to communicate technical concepts regarding database management, system details, and security requirements to both technical and non-technical partners.

• Ability to effectively engage on a team and operate in a complex environment. Experience managing diverse relationships to solve problems and proactively maintain compliance.

• Detail-oriented, process-oriented, and analytical.

Desired:

• Experience obtaining the initial ATO for a SaaS system.

• Experience with the Salesforce product suite, including - for example - Sales Cloud, Experience Cloud, or Government Cloud.

USAID Assumptions and Constraints:

1. Staff working on this effort must possess the ability to obtain a current “Secret” clearance.

2. Requires compliance with Section 508 of the Rehabilitation Act (29 U.S.C. 794d); USAID Graphic Standards (available at www.usaid.gov/branding), USAID Mission & Core Values (available at http://www.usaid.gov/who-we-are/mission-vision-values) or any successor branding/mission/core values policies.

3. Requires collaboration with USAID/IPI and other Operational Units within USAID.

Legal Disclaimers