Assoc PSP CRM Officer

A (least hardship)FamilyFamilyPR2Professional

Reason

Regular > Regular AssignmentNo2022-12-15-08:00January 11, 2023Associate PSP CRM Officer Organizational Setting and Work Relationships Salesforce has become the primary CRM system for most PSP (Private Section Partnership) offices and a large-scale implementation and rollout of the Salesforce managed package is underway. It plays an important role in the ability of PSP fundraisers across all markets to effectively deliver against their fundraising targets and objectives through the implementation, development and support of Salesforce CRM across all fundraising markets. The Associate CRM Officer, as part of the PSP Salesforce global team, is a critical function for the PSP global CRM system (Salesforce managed package) which is currently being rolled-out across the PSP network. The incumbent will need to have excellent knowledge, skills and experience in private sector fundraising, rolling out corporate-wide business applications as well as a good understanding of the development life cycle (requirements gathering & design, development & configuration, testing & deployment) and oversight. All UNHCR staff members are accountable to perform their duties as reflected in their job description. They do so within their delegated authorities, in line with the regulatory framework of UNHCR which includes the UN Charter, UN Staff Regulations and Rules, UNHCR Policies and Administrative Instructions as well as relevant accountability frameworks. In addition, staff members are required to discharge their responsibilities in a manner consistent with the core, functional, cross-functional and managerial competencies and UNHCR¿s core values of professionalism, integrity and respect for diversity. Duties General: - Support markets in the setting up of their project team and plan - Support the planning and the local implementations on technical features of Salesforce managed package (demo of features, answer questions, etc) - Assist with the salesforce managed package installation/release update - Onboard local implementation partners (and local teams) on salesforce managed package - Liaise between local and global requirements for the salesforce managed package, and assess when a feature needs to be added to the package and when it should stay local - Engage at a high level on local implementations and identify local developments that may interfere with salesforce managed package roadmap - Meet regularly with local teams to keep them updated about salesforce managed package - Coordinate Center of Excellence of salesforce managed package markets (to be started after the first market goes live with salesforce managed package) - Engage and support specific projects (e.g. Selligent integration, Call Center). Project management role: - Maintain the rollout timeline and projects implementation plan for PSP markets migrating to the salesforce managed package solution - Ensure all implementation plans and material are comprehensively developed to ensure smooth projects and transition - Track timelines, budgets and other resources against plan for each implementation - Coordinate workplans and delivery with the external consulting agency throughout implementation - Ensure alignment between product development team, consulting agency and market focal points through the projects - Support in coordinating testing teams during the different testing phases: functional, user acceptance, regression. - Liaise between the consulting agency and UNHCR¿s testing team to submit and prioritize change requests - Sign-off that UAC (User Acceptance Criteria) has been achieved and met for each migration market - Ensure salesforce managed package documentation is centralized, and kept up to date - Maintain high-level road map for future developments to the salesforce managed package, define and scope detailed requirements from markets and deliverables, and prioritize them. Development and implementation role: - Contribute to the work with the external consulting agency throughout the development cycle - Coordinate and support testing teams throughout the different testing phases: functional, user acceptance, regression. - Liaise between the consulting agency and UNHCR¿s testing team to submit and prioritize change requests - Define UAC (User Acceptance Criteria) for each single development with GC (for this, work with end users and business owners to define requirements) - Configure and develop package functionalities which can be developed in-house, including using related tools (e.g. SharePoint, Conga Composer) - Develop and maintain the salesforce managed package documentation - Manage User Acceptance Testing and regression testing for package releases before handing over to local implementations - Provide technical oversight and advice regarding the road map for further developments to the salesforce managed package, including any potential conflicts. - Serve as salesforce managed package focal point during PPH (Private Partnership & Philanthropy) integration - Perform other related duties as required. Minimum Qualifications Education & Professional Work Experience Years of Experience / Degree Level For P2/NOB - 3 years relevant experience with Undergraduate degree; or 2 years relevant experience with Graduate degree; or 1 year relevant experience with Doctorate degree Field(s) of Education IT; Commerce; Business Administration; Public Administration; or other relevant field. (Field(s) of Education marked with an asterisk* are essential) Certificates and/or Licenses Salesforce Administrator (Certificates and Licenses marked with an asterisk* are essential) Relevant Job Experience Essential - Proven work experience in developing Salesforce solutions for non-profits, ideally in fundraising; - Not-profit fundraising support, sales cycle, and opportunity management experience; - Customer relations, customer care, or call center experience; - Proven project management experience. Desirable - Exposure to management and change initiatives in an international, decentralized and/or multinational environment, with specific experience implementing at least one CRM or ERP solution; - Practical experience with process mapping programmes; - Ability to analyse problems in general and think creatively to propose appropriate solutions; - Commitment to live up to high ethical and professional standards. An outgoing personality and a team player with a service-oriented attitude; - Good knowledge of UNHCR programmes, policies and activities. Functional Skills IT-ERP (Enterprise Resource Planning) Functional Knowledge PM-Project Monitoring PS-Private sector partnerships and fundraising techniques (Functional Skills marked with an asterisk* are essential) Language Requirements For International Professional and Field Service jobs: Knowledge of English and UN working language of the duty station if not English. For National Professional jobs: Knowledge of English and UN working language of the duty station if not English and local language. For General Service jobs: Knowledge of English and/or UN working language of the duty station if not English. All UNHCR workforce members must individually and collectively, contribute towards a working environment where each person feels safe, and empowered to perform their duties. This includes by demonstrating no tolerance for sexual exploitation and abuse, harassment including sexual harassment, sexism, gender inequality, discrimination and abuse of power. As individuals and as managers, all must be proactive in preventing and responding to inappropriate conduct, support ongoing dialogue on these matters and speaking up and seeking guidance and support from relevant UNHCR resources when these issues arise. This is a Standard Job Description for all UNHCR jobs with this job title and grade level. The Operational Context may contain additional essential and/or desirable qualifications relating to the specific operation and/or position. Any such requirements are incorporated by reference in this Job Description and will be considered for the screening, shortlisting and selection of candidates.The desired candidate will need to have proven experience supporting and implementing a Salesforce managed package solution running on NPSP (not for profit success pack), in support of donor management and complex fundraising activities in a not for profit organization. They will need to be able to articulate and manage all elements of the project life-cycle, from business requirements gathering and development; documentation and design of functional requirements; development of technical specifications, through to implementation, testing and roll-out to users. Experience in a fundraising operation is also critical so as to have a complete view of donor recruitment and management requirements and functions.

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English

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Operational context

Nature of Position:

This role, based in Bangkok, is part of the Salesforce global team and sits in Digital Engagement Service, DER.

The Associate PSP CRM Officer serves as the technical lead for the unicorn managed package from design through to development, testing and deployment. This is a specialized position in the Digital Engagement Section and supports the product manager responsible for the global roll-out of the PSP customer relationship management (CRM) database and eco-system (Salesforce).

The incumbent will need to have excellent knowledge, skills and technical experience in Salesforce product development and management within fundraising, engagement & relationship management, with a wide-range of Salesforce products including the non-profit success pack (NPSP) development, rolling out corporate-wide business applications as well as a good understanding of the development life-cycle (requirements gathering & design, development & configuration, testing & deployment) and oversight.

This position is responsible in supporting the continued evolution of the managed package (SF Synergy/unicorn), the global roll-out and management of UNHCR’s selected customer relationship management (CRM) database and eco-system. As Salesforce is becoming the primary CRM system for UNHCR and a large-scale implementation, rollout and maintenance is required. The incumbent will need to have a full global picture of the requirements and priorities of HQ, country offices and the organization whether in DRRM or PSP (and other user groups).

The incumbent will also need to have excellent knowledge, skills and experience in fundraising (government and private), business application development, risk management/oversight. They are responsible for ensuring that DES has the agility to support markets in developing and engaging in CRM solutions for the fundraising network, and also in support of the Salesforce team lead in reporting to senior management to ensure delivery is aligned with the Global PSP Strategy. They will need to support a process of change in technology and working practice and also be able to effectively engage with external agencies and consultants to achieve this.

Additional Qualifications

Skills

MA: International Affairs

Certifications

Salesforce Administrator - Other

Competencies

Accountability, Analytical thinking, Client & results orientation, Commitment to continuous learning, Communication, Empowering & building trust, Innovation & creativity, Judgement & decision making, Organizational awareness, Stakeholder management, Teamwork & collaboration

https://icsc.un.org/Home/SalaryScales

Compendium

Addendum 1 to the Bi-annual Compendium 2022 – Part BThis position doesn't require a functional clearance

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