Salesforce Administrator

Job Posting Organization:
The United Nations Refugee Agency (UNHCR) is a prominent global organization dedicated to assisting and protecting millions of individuals who have been forced to flee their homes due to violence, conflict, and persecution. Established to provide life-saving assistance, UNHCR focuses on delivering essential services such as shelter, food, and water while safeguarding fundamental human rights, safety, and dignity. The organization operates primarily through voluntary contributions from governments and private donors, emphasizing the importance of private sector partnerships. The Private Sector Partnerships (PSP) Americas unit is one of five regions under the Division of External Relations, tasked with increasing awareness of UNHCR's mission and raising funds from individuals, corporations, and foundations across the Americas. Over the past seven years, the PSP Americas region has experienced significant growth, expanding its operations into the US, Canada, Mexico, Brazil, and Argentina. To enhance fundraising efforts, PSP has committed to utilizing Salesforce as its primary donor CRM system, integrating it with various marketing technologies to streamline operations and improve donor engagement.

Job Overview:
The Salesforce Administrator position is crucial for supporting the Private Sector Partnerships (PSP) Americas team as they transition to a unified Salesforce instance. Reporting to the Associate Salesforce & CRM Officer, the individual will play a pivotal role in driving change management and ensuring system adoption among markets that have successfully migrated to the shared Salesforce database. This role encompasses providing ongoing technical support and functional training to empower users to maximize the CRM's capabilities. The Salesforce Administrator will collaborate closely with market Salesforce administrators, headquarters staff, developers, and other stakeholders to assess database needs, troubleshoot issues, and implement improvements. The position requires a proactive approach to data management, user training, and system governance, ensuring that all users are equipped with the necessary skills and knowledge to effectively utilize Salesforce for fundraising and donor engagement.

Duties and Responsibilities:
The Salesforce Administrator will be responsible for a comprehensive set of duties, including but not limited to: collaborating with market Salesforce admins and stakeholders to identify database needs and system performance issues; managing admin ticket requests for user setup, permissions updates, and bug resolution; monitoring data cleanliness and proactively addressing data quality issues; building and maintaining Salesforce dashboards and reports; conducting user training sessions for new and existing staff; supporting data-related tasks during system implementations and migrations; developing training documentation and videos; enforcing database security" style="border-bottom: 1px dotted #007bff !important;">security-policies" style="border-bottom: 1px dotted #007bff !important;">security policies; supporting Salesforce system upgrades and integrations; maintaining related marketing technologies; and staying informed about the latest Salesforce features and UNHCR MarTech systems.

Required Qualifications:
Candidates must possess a Bachelor's degree in a relevant field such as Information Technology or Business. A minimum of three years of relevant job experience is required, with at least two years of Salesforce User Support experience. Proficiency in Salesforce data tools, SQL, SOQL, and Python for data analysis and troubleshooting is essential. Experience in customer support, familiarity with Salesforce NPSP (nonprofit cloud), and a background in fundraising or non-profit operations are preferred. Strong verbal and written communication skills in English are necessary, along with the ability to work independently and collaboratively in a team environment.

Educational Background:
The educational background required for this position includes a Bachelor's degree in a related field such as Information Technology or Business Administration from an accredited institution. This foundational education is critical for understanding the technical and operational aspects of Salesforce and its application in fundraising and donor management.

Experience:
The position requires a minimum of three years of relevant work experience, with a reduced requirement of two years for candidates holding a master's degree. Candidates should have at least two years of experience specifically in Salesforce User Support, along with hands-on experience using Salesforce data tools. Experience with SQL, SOQL, and Python for data analysis and validation is also necessary, as well as a background in customer support and familiarity with nonprofit operations.

Languages:
Proficiency in English is mandatory for this position, as strong verbal and written communication skills are essential for effective collaboration and training. While not required, proficiency in business Spanish is desirable and may enhance the candidate's ability to engage with diverse stakeholders in the Americas region.

Additional Notes:
This position is classified as remote, allowing for flexibility in work location within North, South, or Central America. It does not require a functional clearance and is categorized under the UNOPS LICA9 staff member type. The target start date for this role is September 1, 2025, and the application deadline is set for February 13, 202

• The position is designed to support family-type staff members and is associated with a hardship level classified as A, indicating the least hardship conditions.