Senior CRM Assistant (Salesforce Testing and Support)

UNHCR, the UN Refugee Agency, is recruiting a Senior CRM Assistant (Salesforce Testing and Support) within the Digital Service in the Division of External Relations.

UNHCR is a global organisation dedicated to saving lives, protecting rights and building a better future for refugees, forcibly displaced communities and stateless people. Every year, millions of men, women and children are forced to flee their homes to escape conflict and persecution. We are in over 125 countries, using our expertise to protect and care for millions.

Title: Senior CRM Assistant (Salesforce Testing and Support)

Duty Station: Europe (Home-based)

Duration: as soon as possible to 31/12/2022

Contract Type: UNOPS Local Support, Level LICA-5 (equivalent to GS-5)**

Closing date: 23 March 2022

Organisational context

As part of the UNHCR Business Transformation Programme (BTP), UNHCR has adopted Salesforce as the platform for CRM implementation of fundraising and engagement and management systems (Synergy Project). This is building upon existing development of the Salesforce unicorn managed package developed by PSP to create an integrated engagement and relationship management tool across the organization, and thus requires strengthening of the Salesforce global team in DES to support and service the initiative, platform, current and future roll-outs.

This is a project position sitting in the Salesforce global team in support of UNHCR’s business transformation programme where Salesforce will be integrated with other core UNHCR business solutions, the roll-out of the DRRM solution, and also continued roll-out of PSP markets who are adopting Salesforce.

The Senior CRM Assistant (Salesforce Testing and Support) will act as a key resource on undertaking testing of new developments to the unicorn managed package as well as to unicorn.global instance. This is a specialized position in the Digital Engagement Section.

The incumbent will need to have excellent knowledge, skills and experience in business analysis, data analysis and/ or fundraising. Experience in customer relations, project management, with strong IT, analytical and organisational skills as well as excellent communication and interpersonal skills.

Duties and responsibilities

Under the direct supervision of the CRM Officer, the Senior CRM Assistant will perform the following duties:

Testing functions

· Act as key resource on undertaking testing of new developments to the Salesforce products the team are managing, including testing of integrations to other tools, e.g. SharePoint, e-commerce/ payment service providers;

· Participate in performing different types of testing hands-on:

o Functional testing;

o Regression testing;

o Acceptance testing;

· Coordinate and maintain test plans, test scripts and scenarios in collaboration with other colleagues on the team;

· Work with the implementing partner agency and UNHCR’s internal team to submit any findings and change requests from the testing process.

Other duties

· Perform general and basic administration tasks when needed, such as creating new users, setting permission levels, groups, creating reports and dashboards, acting as back-up to other team members;

· Participate in delivering formal and ad-hoc training for users when needed;

· Contribute to producing and maintaining documentation and training materials on the system;

· General Salesforce support when support team is not available.

Essential minimum qualifications and professional experience required

· At least 2 years relevant and proven experience in data management, data analysis and/or fundraising with High School Diploma; or 1 year relevant and proven work experience with Bachelor or equivalent higher;

· Excellent business analysis, elicitation, and people skills;

· Customer relations and customer care experience;

· Project management experience;

· Strong IT skills;

· Strong data entry, analytical and organisational skills;

· Strong communication and interpersonal skills.

Desirable competencies

· University Degree in IT, Commerce, Economics, Business Administration, or Public Administration or related field;

· Experience working in database administration;

· Work experience with Salesforce and/ or Salesforce Administrator Certification;

· 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;

· 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.

Language

· Fluency in English;

· Second UN language is desirable.

Location

The role will be home-based in Europe.

Conditions

Some international and regional travel may be required.

This position is initially up to the end of the year with possibility of extension. It is a full-time role starting from 8.30am to 5pm Monday to Friday (40 hours per week).