Hardship Level (not applicable for home-based)H (no hardship)
Family Type (not applicable for home-based)
Family
Staff Member / Affiliate TypeUNOPS LICA9
Target Start Date2023-07-01
Job Posting End DateJune 15, 2023
Terms of ReferenceDuty station: Homebased (Americas time zone)
General Background
(Brief description of the national, sector-specific or other relevant context in which the individual contractor will operate)
The United Nations Refugee Agency (UNHCR) is the world’s leading organization in helping and
protecting the millions of people forced to flee their homes because of violence, conflict and
persecution. We deliver life-saving assistance, including shelter, food and water while also
safeguarding fundamental human rights, safety and dignity.
UNHCR is almost entirely funded by voluntary contributions from governments and private donors.
Private Sector Partnerships (PSP) Americas is one of the five regions of the PSP unit under the
Division of External Relations, with the remit to increase awareness of UNHCR and raise funds from
the private sector (individuals, corporates, foundations) in the region. The PSP Americas region has
grown significantly during the past seven years and as part of this growth has expanded its operations
in the US, Canada, Mexico, Brazil and Argentina.
To manage private sector fundraising, PSP has committed to Salesforce as a platform using multiple
instances (orgs) as the main donor CRM system for various offices around the world. Over the next
few years, UNHCR will work with key system integrators to migrate other existing donor databases as
well as set up new markets using Salesforce as the database of record to manage all individual giving,
leadership giving/partnerships as well as digital donors relationships, income management, reporting
etc.
In this context, PSP Americas is looking to recruit an experienced Associate Salesforce and CRM officer to support the offices in Canada, Mexico, Brazil, and Americas Regional team including the Spanish Digital fundraising hub and Private Partnerships and Philanthropy teams, with full use of Salesforce and associated marketing integrations. This will also include migration to Salesforce and support with marketing integrations (offline/online), set-up and document efficient processes and as a super user of Salesforce and associated technology, resolve issues, support with project management, provide training and build capacity of staff in the region.
2. Purpose and Scope of Assignment
(Concise and detailed description of activities, tasks and responsibilities to be undertaken, including expected travel, if applicable)
Reporting to the Senior PSP Officer (Americas) and working closely with the PSP Americas database and fundraising teams, HQ digital and technical teams including Salesforce, regional colleagues and external vendors, the individual will perform the following duties:
Technical Support
• Support and co-ordinate the planning and implementation and migration to Salesforce for the region
• Work with internal HQ specialists and technical external vendors and staff in each office to project manage the database migration to Salesforce and other technical integrations for online and offline data sources.
• Provide strategic recommendations and implementation/project management support for set-up and ongoing management of Salesforce instances and associated integrated technology
• Improve user experience, solve technical issues, invent creative solutions, ensure data cleanliness and data accuracy across Americas Salesforce, and associated technical integrations
• Provide 1st level support to Americas markets for Salesforce and act as our Salesforce administrator, by troubleshooting issues, provide solutions, and perform root cause analysis to maintain system stability and user satisfaction
• Provide guidance and auditing to markets to assess current and future needs, work with markets to deliver business cases, budgets, and project plans
• Proactively identify and implement operational improvements, enhancements, updates, and systems customizations that meet business and security requirements
• Work closely with the regional Data Analyst to support with development of reports and dashboards using Salesforce
• Develop and maintain documentation such as user guides, best practices, and market definitions and technology for managing the data model of Salesforce instances (Americas) upkeeping documentation and updating where necessary
• Manage and configure Salesforce to meet the organization’s needs, including creating custom fields and workflows
• Provide user management support, including creating and managing user accounts profiles, roles, and permission sets.
Project Management
• Execute and support with project management of data migration/cleansing projects and monitor data quality and integrity
• Support with the project management and coordination of technical integrations including marketing tools, ecommerce, Data warehouse, and offline platforms
Capacity Building/Training
• Upskill and be committed to ongoing training and knowledge on the latest release of Salesforce features as associated technology
• Provide user training, build capacity, share best practice and promote database use in region
• Act as our regional Data Protection champion
Other
• Travel to UNHCR offices in the region for hands-on support and workshops as required
3. Monitoring and Progress Controls
(Clear description of measurable outputs, milestones, key performance indicators and/or reporting requirements which will enable performance monitoring)
Support is provided in a timely and professional manner
• Migration to Salesforce is completed and database is configured as close to requirements as possible
• Integration of offline and online technology and platforms completed, tested and rolled out.
• Project Management and co-ordination undertaken to a high standard. Project plans and risk logs created, meetings and action points noted. Projects delivered on time and on budget.
• Training and documentation are provided
• Reports and Dashboards are created and maintained as is necessary
4. Qualifications and Experience
(List the required education, work experience, expertise and competencies of the individual contractor. The listed education and experience should correspond with the level at which the contract is offered.)
The ideal candidate will possess the following qualifications
a. Education (Level and area of required and/or preferred education)
Bachelor's degree in a related field such as Information Technology, Business, or other relevant degree from an accredited college
Willing and able to learn and get certified in Salesforce modules
b. Work Experience
(List number of years and area of required work experience. Clearly distinguish between required experience and experience which could be an asset.)
Minimum 3 years (2 year for master’s degree holders) of previous relevant job experience
• 2+ years of Salesforce User Support experience
• Experience with Sales Cloud Service Cloud and Salesforce Middleware systems
• Experience using Salesforce data tools
• Customer support related experience
• Experience with Salesforce NPSP (nonprofit cloud) is preferred
• Work experience with fundraising and non-for-profit operation is preferred
• Language proficiency in business Spanish is desirable but not required
• Relevant project management experience
c. Key Competencies
(Technical knowledge, skills, managerial competencies, or other personal competencies relevant to the performance of the assignment. Clearly distinguish between required and desired competencies)
• Knowledge and experience of CRM database- preferably Salesforce
• Knowledge and experience of associated marketing technology (automated marketing platforms), ecommerce and cloud-based solutions.
• Strong verbal/written communication in English and data presentation skills, including the ability to effectively communication with both business and technical teams
• Ability to work independently and as part of a team.
• Ability to collaborate with others, with flexible and positive attitude
• Strong organizational skills and ability to prioritize tasks.
• Excellent problem-solving skills.
• Ability to work confidently under pressure to meet deadlines.
• Strong customer service approach
• Strong software analytic skills/experience
• Experience with the testing of enterprise-level software architecture
• Strong project management skills, defining, organizing, planning and executing projects from vision through implementation
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Skills
EducationBachelor of Arts (BA): Business Marketing, Bachelor of Arts (BA): Technology
Certifications
Work ExperienceData Management
Other informationThis position doesn't require a functional clearance