PSP Associate (Salesforce Database)

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.

• 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
• 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
• Qualifications and Experience
• 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.

• 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

• 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
  
  

Standard Job Description

Required Languages

English

,

,

Desired Languages

Cantonese

,

Malay

,

Skills

Additional Qualifications

Database Management

Education

Bachelor of Arts (BA): Information Systems, Bachelor of Arts (BA): Information Technology

Certifications

Work Experience

Information Technology

Other Information

This position doesn't require a functional clearance

Home-Based

No