Recrutement : Associate Salesforce Admin Officer chez UNHCR
Une opportunité unique au sein d’une organisation humanitaire majeure
Titre du poste : Associate Salesforce Admin Officer
Entreprise : UNHCR (United Nations High Commissioner for Refugees)
Localisation : Panama
Date limite de candidature : 24 juillet 2025
Date de début prévue : 1er septembre 2025
Présentation de l’entreprise
*Le Haut-Commissariat des Nations Unies pour les réfugiés (UNHCR)* est reconnu comme l’entité mondiale de référence en matière de protection et d’assistance aux personnes contraintes de fuir leur pays en raison de violences, de conflits ou de persécutions. L’organisation fournit des services essentiels tels que l’abri, la nourriture et l’eau, tout en veillant au respect des droits fondamentaux des personnes dans le besoin. Étant presque entièrement financée par des contributions volontaires, l’UNHCR s’efforce d’accroître la sensibilisation et de lever des fonds via son unité de Partenariats avec le secteur privé (PSP), qui a connu une croissance significative dans les Amériques.
Mission du poste
Le poste d’Associate Salesforce Admin Officer est essentiel pour soutenir les marchés de l’unité PSP Americas qui utilisent Salesforce comme système principal de gestion des relations avec les donateurs. Le candidat retenu jouera un rôle clé dans l’adoption et la gestion du système, en fournissant un soutien technique et une formation fonctionnelle aux utilisateurs. Les principales responsabilités incluent :
- Collaborer avec les administrateurs Salesforce des marchés, le siège social et les développeurs pour identifier et résoudre les problèmes de base de données et améliorer les systèmes.
- Gérer les demandes d’assistance administrative, telles que la configuration des utilisateurs et l’ajustement des permissions.
- Surveiller la propreté des données et initier des actions de nettoyage en collaboration avec les équipes de marché.
- Former le personnel sur l’utilisation de Salesforce et organiser des sessions de mise à jour régulières.
- Développer et maintenir des documents de formation facilement accessibles pour les utilisateurs.
- S’assurer du respect des politiques de sécurité des données et des réglementations locales.
Qualifications requises
Pour postuler à ce poste, les candidats doivent remplir les critères suivants :
Éducation :
- Diplôme de licence dans un domaine lié à l’informatique ou aux affaires.
Expérience professionnelle :
- Au moins 3 ans d’expérience pertinente (2 ans pour les titulaires d’un master).
- Minimum de 2 ans d’expérience en support utilisateur Salesforce.
- Connaissance des outils de données Salesforce, ainsi que de SQL, SOQL et Python pour l’analyse et la validation des données.
- Expérience dans le secteur des ONG ou des opérations de collecte de fonds est fortement recommandée.
Compétences clés :
- Connaissance approfondie des bases de données CRM, préférablement Salesforce.
- Compétences en communication en anglais (la maîtrise de l’espagnol est un atout).
- Capacité à travailler de manière autonome et en équipe, avec une attitude positive et collaborative.
Conditions de travail
Cette position ne nécessite pas de déplacement vers des zones de conflit, et comprend une option de travail à distance depuis l’Amérique du Nord, du Sud ou centrale. Il est important de noter que cette offre ne nécessite pas de « clearance » fonctionnelle.
Conclusion
Le poste d’Associate Salesforce Admin Officer chez UNHCR représente une occasion précieuse pour les professionnels désireux de contribuer directement à la mission vitale de protection des réfugiés et à l’amélioration des technologies de soutien à cette cause. Si vous correspondez aux qualifications requises et êtes passionné par le travail humanitaire, votre candidature est la bienvenue.
📅 Date de publication de l’offre : Sat, 12 Jul 2025 01:46:46 GMT
🏢 Entreprise : UNHCR
📍 Lieu : Panamá
💼 Intitulé du poste : Associate Salesforce Admin Officer
💶 Rémunération proposée :
📝 Description du poste : Hardship Level (not applicable for home-based) A (least hardship)Family Type (not applicable for home-based)FamilyStaff Member / Affiliate TypeUNOPS LICA9Target Start Date 2025-09-01Deadline for Applications July 24, 2025Terms of Reference 1. General Background
The United Nations Refugee Agency (UNHCR) is the world’s 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 “org”) 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 market’s 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 CRM’s capabilities.To that end, the individual will perform the following duties:· Work closely with market Salesforce admins, HQ, developers, and other stakeholders to identify database needs, system performance, pain points and improvements.
· Manage admin ticket requests such as user setup, permissions updates, UI adjustments, bug investigation and resolution, and ad hoc business process support.
· 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.
· Monitor data cleanliness and proactively identify opportunities for data cleansing. Work with market teams to clean identified dirty datasets.
· 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.
· 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.).
· 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.
· Develop training documentation and videos for end users.
· Develop, update and implement Salesforce best practices, standards, and governance policies.
· Develop, implement and enforce database security policies, ensuring data privacy and compliance with relevant country regulations.
· Support Salesforce system upgrades, integrations, and customizations.
· Support the maintenance and troubleshooting of related marketing technologies, including inbound/outbound data flows from marketing automation, ecommerce, and data warehousing tools.
· Educate oneself on the latest release of Salesforce features.
· Educate oneself on any changes to the broader UNHCR MarTech systems landscape.
· Travel to UNHCR offices for meetings and workshops as required.3. Monitoring and Progress Controls
- Support to all PSP Americas markets is provided in a timely and professional manner.
- Bugs are tracked, addressed, and resolved or escalated promptly.
- Training sessions for new staff are delivered quickly and comprehensively.
- Training sessions and ongoing Q&As are offered regularly to new and existing users.
- Data and system security are regularly audited, and issues are resolved promptly.
- Data protection guidelines are produced, training undertaken, and standards are enforced across markets/users.
- Documentation related to system performance, improvements, updates, changes, bugs, etc. Are updated and shared with relevant stakeholders.
4. Qualifications and Experiencea. Education
Bachelor’s degree in a related field such as Information Technology, Business or other relevant degree from an accredited collegeb. Work Experience
- Minimum 3 years (2 year for master’s degree holders) of previous relevant job experience
- 2+ years of Salesforce User Support experience
- Experience using Salesforce data tools
- Hands-on experience with SQL, SOQL, and Python for data analysis, validation, and troubleshooting
- Customer support related experience
- Experience with Salesforce NPSP (nonprofit cloud) is preferred
- Work experience with fundraising and non-for-profit operation is preferred
- Language proficiency in business Spanish is desirable but not required
c. Key Competencies
- Knowledge and experience with CRM databases – preferably Salesforce.
- Knowledge and experience with marketing automation, ecommerce, and data warehousing technologies – Google Cloud Platform experience a plus.
- Strong verbal/written communication in English.
- The ability to work independently as well as part of a team.
- The ability to collaborate with others, with flexible and positive attitude.
- Strong organizational skills and ability to prioritize tasks.
- Excellent problem-solving skills.
- The ability to work confidently under pressure to deadlines.
- Strong customer service approach.
Standard Job DescriptionRequired Languages,,Desired Languages Spanish,,Additional QualificationsSkillsEducation Bachelor of Arts: Business Administration, Bachelor of Arts: Information TechnologyCertificationsWork ExperienceOther information Homebased option in North, South or Central AmericaThis position doesn’t require a functional clearanceRemote Yes
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