Hardship Level (not applicable for home-based)A (least hardship)
Family Type (not applicable for home-based)
Family
Staff Member / Affiliate TypeUNOPS LICA9
Target Start Date2025-09-01
Deadline for ApplicationsJuly 24, 2025
Terms of Reference1. General Background
The United Nations Refugee Agency (UNHCR) is the worldโs 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 support private sector fundraising and donor engagement ambitions, PSP has committed to using Salesforce as the main donor CRM system of choice for our fundraising markets, alongside related marketing technologies for email automation, payment processing, and data warehousing. PSP Americas is currently in the process of onboarding PSP Americas markets to a single Salesforce instance (or โorgโ) as its shared database of record to manage all individual giving, and high value partnership relationships, income management, reporting etc. This Salesforce org is integrated with additional marketing technologies necessary for each marketโs fundraising activities. These migration and integration projects are schedules to continue 2025 through 2027.
In this context, PSP Americas is looking to recruit an experienced Salesforce Administrator to support markets that have successfully migrated to the shared Salesforce org.
2. Purpose and Scope of Assignment
This position reports to the Associate Salesforce & CRM Officer in the Americas region and works closely with regional and market colleagues. The individual in this role will be a key driver of change management and system adoption as markets are onboarded to Salesforce. This position will not only provide ongoing technical support, but also functional training support to ensure all users are equipped with the knowledge and skills necessary to fully leverage the CRMโs capabilities.
To that end, the individual will perform the following duties:
ยท Work closely with market Salesforce admins, HQ, developers, and other stakeholders to identify database needs, system performance, pain points and improvements.
ยท Manage admin ticket requests such as user setup, permissions updates, UI adjustments, bug investigation and resolution, and ad hoc business process support.
ยท Assess market requests for bug fixes and improvements, troubleshoot and resolve system issues, and escalate relevant issues to the Associate Salesforce & CRM Officer as needed, ensuring high system uptime and reliability.
ยท Monitor data cleanliness and proactively identify opportunities for data cleansing. Work with market teams to clean identified dirty datasets.
ยท Build and maintain Salesforce dashboards, including admin-focused reports, and support end users in creating income/expenditure, KPI, and marketing performance reports and dashboards in Salesforce.
ยท Create and deliver ongoing user trainings for new and existing market staff, including full system onboarding for new staff, regular Q&A opportunities with existing users, and regular retraining sessions (e.g. quarterly sessions, sessions on new releases/functionalities, etc.).
ยท Support data-related work during system implementations or data migrations, including tasks such as data validation, transformation, reconciliation, and ensuring data quality throughout the migration process.
ยท Develop training documentation and videos for end users.
ยท Develop, update and implement Salesforce best practices, standards, and governance policies.
ยท Develop, implement and enforce database security policies, ensuring data privacy and compliance with relevant country regulations.
ยท Support Salesforce system upgrades, integrations, and customizations.
ยท Support the maintenance and troubleshooting of related marketing technologies, including inbound/outbound data flows from marketing automation, ecommerce, and data warehousing tools.
ยท Educate oneself on the latest release of Salesforce features.
ยท Educate oneself on any changes to the broader UNHCR MarTech systems landscape.
ยท Travel to UNHCR offices for meetings and workshops as required.
3. Monitoring and Progress Controls
โข Support to all PSP Americas markets is provided in a timely and professional manner.
โข Bugs are tracked, addressed, and resolved or escalated promptly.
โข Training sessions for new staff are delivered quickly and comprehensively.
โข Training sessions and ongoing Q&As are offered regularly to new and existing users.
โข Data and system security are regularly audited, and issues are resolved promptly.
โข Data protection guidelines are produced, training undertaken, and standards are enforced across markets/users.
โข Documentation related to system performance, improvements, updates, changes, bugs, etc. Are updated and shared with relevant stakeholders.
4. Qualifications and Experience
a. Education
Bachelor's degree in a related field such as Information Technology, Business or other relevant degree from an accredited college
b. Work Experience
โข Minimum 3 years (2 year for masterโs degree holders) of previous relevant job experience
โข 2+ years of Salesforce User Support experience
โข Experience using Salesforce data tools
โข Hands-on experience with SQL, SOQL, and Python for data analysis, validation, and troubleshooting
โข Customer support related experience
โข Experience with Salesforce NPSP (nonprofit cloud) is preferred
โข Work experience with fundraising and non-for-profit operation is preferred
โข Language proficiency in business Spanish is desirable but not required
c. Key Competencies
โข Knowledge and experience with CRM databases - preferably Salesforce.
โข Knowledge and experience with marketing automation, ecommerce, and data warehousing technologies โ Google Cloud Platform experience a plus.
โข Strong verbal/written communication in English.
โข The ability to work independently as well as part of a team.
โข The ability to collaborate with others, with flexible and positive attitude.
โข Strong organizational skills and ability to prioritize tasks.
โข Excellent problem-solving skills.
โข The ability to work confidently under pressure to deadlines.
โข Strong customer service approach.
Standard Job Description
Required Languages
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,
Desired Languages Spanish
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,
Additional Qualifications
Skills
EducationBachelor of Arts: Business Administration, Bachelor of Arts: Information Technology
Certifications
Work Experience
Other informationHomebased option in North, South or Central AmericaThis position doesn't require a functional clearance
RemoteYes