Terms of Reference - UNHCR

Terms of Reference
                     Associate PSP Database Officer
                                PSP Asia Regional

UNHCR, the UN Refugee Agency, is offering a full-time position under International Individual
Contractor Agreement (UNOPS) within the Private Sector Partnerships Service (PSP),
Division of External Relations in our Asia Regional Office based in Bangkok, or one of
the PSP duty stations in Asia.

Title: Associate PSP Database Officer
Duty Station: Bangkok, or one of the PSP duty stations in Asia
Duration: 9 months with possibility of extension
Contract Type: International ICA, IICA-1 (P2)
Closing date: 1 March 2021
Start date: 1 April 2021

Organisational context
UNHCR, the UN Refugee Agency, is almost entirely funded by voluntary contributions from
governments and private donors. In 2020, Private Sector Partnerships (PSP) raise over
US$530 million from 2.7 million individual donors, corporates and foundations across the 5
continents. UNHCR currently has private sector fundraising operations in 34 countries in
Asia/Pacific, Americas, Africa, Europe and MENA.

To support and manage private sector fundraising activities, PSP has committed to Salesforce
as a platform using multiple instances (orgs), as the main donor CRM (DRM) system for an
increasing number of offices around the world. PSP currently uses Salesforce in multiple
markets worldwide to manage donor relationships. In Asia, there are currently 2 offices using
Salesforce as a main DRM system and the initial scope of the project is to implement
Salesforce to 4 more markets over the next 3 years (2021-2023) to manage all individual giving,

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corporate partnerships, as well as digital donor relationships and the production of fundraising
insights and reporting as per PSP global standards.

In this context, PSP is looking to recruit an experienced Salesforce database admin, based in
Asia, to join PSP APAC regional team and to support the development of data management
policies and procedures, integrate instances in multiple markets with third party suppliers and
applications, reporting, gift management, individual and major donor management, ease of use
and general support of the system which all require careful thought, design, development,
testing, training, implementation and documentation. In order to meet these ambitions, PSP is
recruiting a database specialist to join its regional team in APAC.

The position
Project progress will be evaluated as per the annual migration roadmaps that the incumbent
will be requested to develop as part of the assignment, including risk mitigation plans to ensure
that the overall project is delivered in a timely manner while meeting best standards.

Duties and responsibilities
   •   Within PSP Regional APAC team, act as Salesforce regional focal point and subject
       matter expert during (and after) the roll-out of Salesforce in the target markets.
   •   Liaison with technical external vendors to ensure on time delivery against the
       business requirements.
   •   Provide strategic recommendations for set-up of the Salesforce instance for regional
       digital activities and support with implementation.
   •   Work closely with the Technical Lead of the global Salesforce team in developing a
       comprehensive DRM database migration strategy for multiple markets in Asia.
   •   Collaborate with target markets to assess business requirements, highlighting
       commonalities and market-specific requirements, and determine migration plans
       relevant in each local context as well as best fit to maximize economies of scale.
   •   Own and deliver migration processes and once completed, own new process updates
       and projects with cross-functional stakeholders, including ideation, requirement
       gathering, build, and success tracking.

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•   Participate in projects and maintenance of business processes in Salesforce
       environment from
   •   Design, to develop, test, release, and maintain complex workflows rules, validation
       rules, formulas, custom workflow, process builder, page layouts, custom
       fields/objects, and other Salesforce.com customizations.
   •   Improve user experience, solve technical issues, deliver creative solutions, ensure
       data cleanliness and data accuracy across Salesforce.com instances.
   •   Be a sparring partner to ensure best use of the DRM systems by local offices during
       campaign planning and system improvement discussions.
   •   Manage UNHCR solution installation and business processes as well as NPSP, Sales
       Cloud and Service Cloud application including updates, support requests and
       escalated administrative needs of users by providing prompt and complete resolution
       to technical challenges and business support issues.
   •   Proactively identify and implement operational improvements, enhancements, and
       system customizations that meet business and security requirements.
   •   Assist APAC regional team in maintaining data ownership and integrity.
   •   In close collaboration with APAC regional team and business users in each market,
       develop and maintain analytical tools and processes to maximize the level of insight
       into fundraising performance at the level of each office and across market users in the
       region, and support PSP’s data-driven, analysis based decision-making culture.
   •   Organize and give training to end users as required, contribute to documenting and
       fostering the exchange of best practices
   •   Travel may be required to UNHCR offices during project rollouts etc.
   •   Perform other Salesforce team activities as required

Essential minimum qualifications and professional
experience required
a. Education (Level and area of required and/or preferred education)

   •   Bachelor degree in business administration or related field.

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b. Work Experience

   •   Minimum 3 years for Bachelor degree, or 2 years for Master degree of previous
       relevant job experience in IT, database administration • 1+ years of professional
       Salesforce database administrator experience, preferably with NPSP (Nonprofit
       Success Pack)
   •   Valid Salesforce Administrator Certification
   •   Certified Platform App Builder and/or Nonprofit Cloud is a big plus
   •   Experience with Salesforce Sales Cloud, Service Cloud and NPSP
   •   Experience in numerous testing phases and migration projects is an asset, in particular
       at the level of a region or network encompassing several countries/operations
   •   Experience configuring and customizing Salesforce environments based on real
       business cases, preferably fundraising processes involving payment settlement
       systems
   •   Command of Salesforce workflows, process builder and validation rules • Experience
       with Lightning Experience user interface
   •   Experience using Salesforce data tools (Data Loader, Excel Connector, Demand
       Tools)
   •   Exposure with system integrations is a plus • Experience working on cross-functional
       projects in a start-up like environment
   •   Exposure to fundraising within a not-for-profit organization is a strong plus
   •   Familiarity with data manipulation on spreadsheet and command in data transformation

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)

   •   Good command of written and spoken English
   •   Business level secondary foreign language such as Thai or Bahasa is an asset
   •   Able to work remotely and as part of a team
   •   Able to work independently and under pressure

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•   Willingness to learn and share
   •   A problem solver with a flexible and positive attitude
   •   Strong communication and interpersonal skills
   •   Ability to critically review feature requests and make alternate proposals as warranted.
   •   Effective data presentation and communicate skills with both business and technical
       teams

Location
The successful candidate will be based in Bangkok, or one of the PSP duty stations in Asia.

Conditions
The start date is 1 April 2021. It is a full-time role with working hours starting from 09:00hrs to
18:00hrs Monday to Friday (40 hours per week).

To apply
Interested applicants should submit their letter of motivation, Personal History Form (PHF)
and CV to THAROPSP@unhcr.org indicating (Associate PSP Database Officer) in the
subject of the email.

Personal History Forms are available at
https://www.unhcr.or.th/sites/default/files/u11/P11_UNHCR.docm ,
https://www.unhcr.or.th/sites/default/files/u11/P11SUP_UNHCR.docm

Applications will not be acknowledged. Only the successful candidate will be notified the
outcome of the selection process.

The UNHCR workforce consists of many diverse nationalities, cultures, languages and
opinions. UNHCR seeks to sustain and strengthen this diversity to ensure equal opportunities
as well as an inclusive working environment for its entire workforce. Applications are
encouraged from all qualified candidates without distinction on grounds of race, colour, sex,
national origin, age, religion, disability, sexual orientation and gender identity.

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