PAHO Consultant - Salesforce Developer (ITS)

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

Non-Staff - International PAHO Consultant

Job Posting

August 20, 2026

Closing Date

September 20, 2026, 11:59 PM Eastern Time

Primary Location

Off Site

Organization

ITS Information Technology Services

Schedule

Full time

PURPOSE OF CONSULTANCY

The Information Technology Services Department (ITS) provides leadership and direction in the deployment of information and communication technologies and systems to support the Pan American Health Organization/Regional Office of the Americas of the World Health Organization (PAHO/WHO) in carrying out its mandate. ITS establishes and maintains strategies, policies, standards, and procedures to ensure the effective and efficient provision of information and communication services in a geographically dispersed environment.

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...