PSP Associate (Salesforce Database)

Full Time, onsite
UNHCR
Kuala Lumpur, Malaysia

Salary undisclosed

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Workday

Original

Simplified

Hardship Level (not applicable for home-based)

A (least hardship)

Family Type (not applicable for home-based)

Family

Staff Member / Affiliate Type

UNOPS LICA6

Target Start Date

2024-11-01

Deadline for Applications

November 5, 2024

Terms of Reference

PSP Associate (Salesforce Database) who is passionate about drawing business insight,
informing decision-making, and providing responsive program development and impactful reporting to
stakeholders to support the successful delivery of UNHCR private sector Partnerships strategy in
Malaysia.
2. Purpose and Scope of Assignment
(Concise and detailed description of activities, tasks and responsibilities to be undertaken, including
expected travel, if applicable)
Project: Salesforce Database Migration
Phase 1: Project Implementation
• Support project activities of data migration between the legacy and the new system, liaising with
relevant project stakeholders
• Monitor and ensure consistency of migrated data across multi-channels. Inform and advise the
supervisor in case of data inaccuracy and special occurrences
• Perform user acceptance tests on the functions and operational effectiveness of the new system
• Undertakes other duties as assigned by supervisor
Phase 2: System Administration and Maintenance
Database Administration and Maintenance tasks
• Perform regular data administration tasks such as processing monthly donations transactions
(Debit card, Credit card, Direct debit, and other payment methods), monitoring regular
automated data feeds into Salesforce, maintaining data consistency, and uploading data from other channels/campaigns manually when needed Perform basic configuration on database platform, and general administration tasks such as new
Donor Database System, new users, and permissions
• Inform and advise the supervisor in case of data inaccuracy and special occurrences
• Act as a focal point and handling of database operation issues, following defined support
procedures and working with relevant internal and external parties as required
• Support database enhancement process for new desired features and/or new systems, liaising
with local, regional, and global UNHCR teams
• Perform testing of enhancements and provide user training with documentation
• Ensure that PSP Malaysia meets the highest standards of data protection and privacy laws
Analytics, Reporting & Modelling
• Create performance dashboard and reports in Salesforce, to support PSP in the day-to-day
operation and to reach programmes’ objectives
• Analyze payment approval rate stability by monitoring successful payment rate, unrealized
donation rate and unsuccess transactions volume
• Create new and amend existing reports and dashboards for analysis and segmentation purposes
• Present written and verbal analysis, reporting, modeling, and research findings to key
stakeholders by synthesizing complex data and concepts into easy-to-comprehend and
comprehensive presentations for programmes to support fundraising activities
Project and Stakeholder Management
• Work with a range of internal and external stakeholders to satisfy their business intelligence
requirements for analysis, report creation, data extracts, data mining, and data modeling within
a strong project management framework
• Administrative tasks supporting assigned projects
• Undertakes other duties as assigned by supervisor
3. Monitoring and Progress Controls
(Clear description of measurable outputs, milestones, key performance indicators and/or reporting
requirements which will enable performance monitoring)
• Support is provided in a timely and professional manner
• Data Maintenance and payment processing tasks are undertaken when needed
• Training and documentation are provided
• Reports and Dashboards are created and maintained as is necessary
• Support to upgrade project is provided when required

4. Qualifications and Experience
a. Education (Level and area of required and/or preferred education)
• Completion of the Bachelor is desirable in IT system management or Information Systems
Management, or other related fields.
b. Work Experience
(List number of years and area of required work experience. Clearly distinguish between required
experience and experience which could be an asset.)
• Minimum 3 years of relevant work experience for high school diploma or 2 years of experience
with Bachelor or higher in database management, payment management or IT system
management proved to be relevant to donor or membership database management.
• Proven experience in a fundraising or sales environment working on donor/customer care and
data processing.
• Proven experience in managing donor or customer records within a customer relationship
database
• Work experience with Salesforce is strongly preferred as is any experience with fundraising and
not-for-profit operations
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)
Required competencies:
• Proficiency in written and spoken English, Malay.
• Knowledge and experience of CRM systems - preferably Salesforce
• Knowledge of MS office especially MS Excel
• Attention to details, high accuracy and result oriented
• Ability to collaborate with others, with a flexible and positive attitude
• Strong communication and interpersonal skills
• Able to work independently and under pressure
• Statistical and mathematical competencies