UNICEF - United Nations Children's Fund
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JOB DESCRIPTION
CRM Business Analyst. New York. Posting Date: 02/10/2025. Deadline: 03/09/2025
Role Title: CRM Business Analyst
Contract Type: Regular
Reporting To: Associate Director, Grants Data & Analytics
Program/Department/Unit Name: Grants Management
Location: New York
Team Name: Data & Analytics
Role Purpose
The CRM Business Analyst is an individual contributor role, responsible for maintaining and supporting core software applications used in OSF’s grantmaking operation, including troubleshooting user issues, performing system updates, monitoring performance, managing user access, and ensuring the smooth functioning of applications for end users; essentially acting as a bridge between technical teams, business users (internal and external) to resolve application-related problems. The CRM Business Analyst will understand OSF’s strategy and programmatic priorities to be able to create an operating environment in which relevant data can be processed and analyzed.
Key responsibilities
As a CRM Business Analyst, you will:
- Manage OSF’s Grant Portal ensuring its functionality, accessibility, and security by troubleshooting user issues, managing user access, and addressing technical problems related to the portal platform. Actively monitoring application performance, identifying potential issues, and taking corrective actions to maintain system uptime and stability. Coordinate service team coverage of the Grantee helpdesk queue for users seeking assistance with the portal.
- Provide technical assistance to end users on application functionality, answering questions, and guiding them through troubleshooting steps. Be a resource to colleagues requiring assistance to resolve issues.
- Identify, analyze, and resolve application errors, bugs, and user-reported problems and collaborating with development teams. Identify and implement process improvements that span multiple teams or functions within the organizational unit, while carrying out related change management activities under minimal supervision.
- Contribute to the development and maintenance of comprehensive application documentation, including user guides, troubleshooting guides, and knowledge base articles.
- Develop authoritative recommendations regarding tools, methods, and formats for data collection and information gathering, with significant short-term and long-term impact on decision-making processes
- Perform data management functions independently, including issue identification, process development in response to change, and collaborative problem-solving with occasional supervisor assistance
- Monitor and analyze data as well as tracking progress and reports variances using established finance systems and protocols, with limited supervision
- Be responsible for full project design within a department/unit, expected to exercise full discretion and effectively manage time, budget and stakeholders and net wide or similarly complex coordination
- 20% travel requirement
Key internal relationships
Associate Director, Grants Data & Analysis, Finance, IT
N/A
The ideal candidate
- Substantial specialized experience with CRM systems
- Background in analytics, statistics, information management, financial/business analysis or related fields
- High degree of proficiency in Excel and PowerPoint
- Experience with Salesforce
- Experience in a similar position or a team-based professional service environment preferred
- Knowledge of Salesforce Administration, Microsoft CRM, SQL, data visualization tools a plus
- Technical Skills: Strong understanding of CRM systems, like Salesforce.
- Database Administration: designing, implementing, administering, maintaining, and managing databases
- Problem-Solving: Ability to analyze complex technical issues, identify root causes, and develop effective solutions.
- Technical Support: providing technical guidance as needed on identifying and diagnosing technical problems, then resolving those problems by choosing the best authorized solution
- Communication Skills: Excellent written and verbal communication skills to effectively interact with users of varying technical expertise and explain technical concepts clearly.
- Customer Service Focus: Commitment to providing excellent customer service to end users, resolving issues promptly and efficiently.
- Analytical Skills: Ability to critically analyze data and train others on assimilating and understanding data and information from various sources to draw appropriate conclusions and make relevant recommendations
What we offer:
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Exceptional opportunities to learn, grow, and make an impact; from a generous annual professional development allowance for every employee to onsite training and learning conversations with visiting experts.
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Excellent benefits and perks to promote well-being and a healthy work-life balance, including:
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Generous time off, as well as our standard Open Society close at year-end (where vacation days are not required) and flexible work arrangements.
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Employer-paid health insurance and dental plans for individuals and families (no employee contribution required).
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Exceptional retirement savings plan (non-contributory for employees) and life insurance.
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Progressive paid parental leave, reproductive and family planning support, and much more.
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Free, healthy, world-cuisine-style lunches or tokens (where our office does not have the scale for café facilities).
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A commitment to nurturing a diverse and inclusive workplace, so you can bring your whole self to work and make a positive impact.
The salary range for this role in the US is $124 000 – $160 000 (USD). The final offer is influenced by a wide array of factors including but not limited to skill set and level of experience.
Who we are
Open Society Foundations aim to establish vibrant and inclusive democracies where governments are accountable to their citizens. Our operating model organizes grantmaking around specific, time-limited projects, developed alongside support for established partners, enabling us to respond swiftly to emergingneeds. We are committed to promoting human dignity, equality, and rights; reimagining democratic ideals and practice; and advancing equity in governance systems.
Guided by our founder’s values and the belief in the art of the possible, we engage directly with global entities, individuals, and policymakers through grants, advocacy, impact investing, and strategic human rights litigation to drive positive change. At the heart of our mission is a deep commitment to rights, equity, and justice, inspiring every action we take.
Additional information
Open Society Foundations is committed to building an inclusive workforce that reflects the communities we serve. We actively seek applications from talented individuals across all backgrounds, identities, and life experiences. Each candidate is evaluated solely on their unique qualifications without regard to race, age, sex, religion, ethnic origin, nationality, gender, sexual orientation, disability, pregnancy, or any other legally protected characteristics.
We are committed to providing reasonable accommodations for candidates with disabilities.
Level of Education: Bachelor Degree
Work Hours: 8
Experience in Months: No requirements
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