Systems Analyst, Customer Success

*Preferred position location: United Kingdom. Other possible locations to be determined by home country of successful candidate within Europe where WVI is registered to operate.

*Please submit your CV in English.

PURPOSE OF THE POSITION:

The Systems Analyst, Customer Success role is a position with the Customer Success team of WV United. WV United is responsible for United 4, a new digital platform for web marketing and supporter experience.

The goal of the Customer Success team is to achieve growth in monthly recurring revenue for WV Offices on the United 4 platform, through their online marketing assets such as their website, initially, and at subsequent stages, through email and social media.

The Systems Analyst, Customer Success supports the assessment and onboarding of WV Offices (Customers) on the United 4 marketing platform. This commences with the pre-onboarding assessment of the products, systems and digital marketing capabilities of WV Offices through to Set up and Go-live processes of the Offices on the United 4 platform. The Systems Analyst, Customer Success collaborates with the Offices to ensure that the United 4 platform meets their needs from a product and technical perspective. The Systems Analyst, Customer Success reports to the Customer Success Manager.

The Systems Analyst, Customer Success typical responsibilities are:

Pre-onboarding Assessment and Engagement (40%)

  • Assess the current digital marketing capabilities of the Office, in terms of systems, marketing tools, payment providers, and identify any gaps vs United 4 functionality and features.

  • Engage with stakeholders in Marketing and IT at Offices to enable the decision to onboard United 4 and sign the Participation Agreement by timely responses to requests for information.

  • Identify and write any feature requests needed for inclusion in the product development cycle.

  • Produce reports on local content requirements so that appropriate content is made available to the Office through the United 4 Content Management System (CMS).

Onboarding – Set up (30%)

  • Work with Offices through the technical stages of onboarding, particularly related to data transfer between United 4 and Office systems, payment service providers and domain hosting options.

  • Identify and write any user stories for features that are needed within the onboarding cycle.

Onboarding – Go-live (30%)

  • Work with Offices through the technical stages of onboarding, particularly related to testing of data transfer between United 4 and Office systems, payment service providers and DNS changes.

This role would involve close collaboration with colleagues across functional areas and working in an agile environment.

Collaboration with the United 4 Product team and Business, Marketing and IT leaders in WV Offices.

Disciplined approach to time management, aligned with agile work methodologies.

KEY RESPONSIBILITIES:

Planning:

  • Participates in business short-term planning sessions to ensure understanding of business goals, direction and business requirements.

  • Provides input from an IT systems perspective.

  • Participates in the estimation of costs for the planning of new systems/ enhancements for assigned systems.

Liaison:

  • Serves as a liaison between business partners and the IT organization and vendors in coordination with project managers to provide technical solutions that address user needs.

Technical Requirements/Technical Specifications:

  • Translates business requirements into technical requirements.

  • Formulates and defines system scope and objective based on user needs and understanding of business processes.

  • Develops, writes, and communicates systems design, functional system specifications and functional architecture analysis.

System Improvements:

  • Analyzes customer’s systems to understand strengths and weaknesses for the identification of opportunities for improvements.

Testing:

  • May develop user and/or system test cases and validates test results during testing.

Documentation:

  • Documents system modifications.

  • Develops system manuals.

  • Develops system training materials.

  • Develops system enhancement communication.

Problem Solving:

  • Identifies, investigates, resolves and escalates problems, if needed.

  • Gathers data to support recommendations to address problems.

  • Procures technical assistance to help in problem resolution.

Customer Satisfaction:

  • Works closely with developers and end users to ensure technical compatibility and user satisfaction.

Business Case:

  • Provides factual content to feasibility study for standard development projects and enhancements.

Research/Technical Evaluation:

  • Keeps abreast of new and emerging technologies.

  • Analyzes technology trends to determine impact to the achievement of business goals.

  • Identifies issues based on impact of new /emerging technology or modifications to existing systems.

Service Level Agreements:

  • May provides input for the development of SLAs and/or selection of vendors.

  • Reviews performance against SLAs.

  • Identifies areas for improvement.

  • Supports achievement of SLAs.

Coaching/Mentoring:

  • Coaches less experienced team members.

KNOWLEDGE, SKILLS AND ABILITIES:

  • Bachelors degree in Engineering, Mathematics, Economics, Information Management from a credited institution.

  • 6+ years experience with pre-sales or solution design consulting in a business-to-business, large customer segment environment that includes experience with Content Management Systems, Customer Relationship Management systems, digital marketing tools.

  • Strong management skills with the ability to grasp business problems and collaborate towards finding solutions.

  • Strong interpersonal skills in working closely with business leaders and multi-functional teams in a global customer base.

  • Excellent communication skills in English, both written and verbal as well as in dealing with people on the phone, face-to-face or via email.

  • Knowledge of multiple markets, cultures and languages would be an added advantage to this role.

  • Self-manager and extremely well-organised to work remotely and multi-task, producing accurate work within agreed time-lines.

Global Infrastructure Services Engineer

*Position position location: Kuala Lumpur, Malaysia or Manila, Philippines. Other locations to be determined by home country of successful candidate in a jurisdiction (US state or country) where WVI is registered to operate.

*Please submit your CV in English.

PURPOSE OF POSITION:

The Engineer role is responsible for developing secure and highly available global computing platforms for the organisation. They will work as part of the infrastructure team (network and systems) acting as technical leads and supporting systems that integrate with authentication, applications, and cloud providers. They will be responsible to define and manage technical policies and configurations for those supporting systems and ensure any compliance if applicable. They will work with business units to define, assess, or change business processes, policies, and technologies to protect World Vision systems and data. Works closely with Information Security and Field staff on technical solutions and will

also handle level 3 support, reporting and metrics.

Individuals within the Systems Administration job family are responsible for the design, installation, maintenance and upgrades of critical enterprise systems. They are also responsible for the ongoing reliability, performance and support of the infrastructure. This includes monitoring systems, responding to problems and planning for growth.

Individuals design and build the operating environment and infrastructure to meet business requirements. This can include servers, storage, networking, and security. They monitor and optimize the performance of the systems and applications such as Active Directory, cloud providers, servers, etc. They maintain a secure systems environment by installing/maintaining security applications, managing access control mechanisms, and assigning user ids and passwords to authorize systems access. Other responsibilities include providing operations support 24 hours per day, 7 days per week. They analyze console messages, diagnose system failures and take corrective action in order to ensure continuity of operations.

System Administrators and Engineers need good communication skills and must be able to work collaboratively with system users and other technical colleagues. Individuals work across all functional areas of the enterprise and use a strong customer service orientation to ensure that all requests and problems are resolved in a professional manner. They share their expertise and provide individual training and support to users. Systems Administrators and Engineers work with other technical staff and vendors to provide IT services to all customers.

MAJOR RESPONSIBILITIES:

Business and IT Strategy:

  • Implements the tactical components of the IT strategy at an Enterprise level.

  • Works with business partners to understand business needs.

  • Manages the development and implementation of IT initiatives to support business strategy.

Change Mangement:

  • Embraces and executes change through frequent, communication to staff and clients about the change and the impact of the change (individual and business).

  • Consistently advocates for the change.

  • Coaches staff through the change.

  • Identifies and removes obstacles to change.

Governance:

  • Provides input into demand management process and executes on plan.

Architecture:

  • Provides input to technology planning within a functional area.

  • Implements solutions consistent within current context of overall architecture.

Process Improvements:

  • Implements defined process improvements.

Finance:

  • Participates in the development of IT budgets.

  • Tracks and takes appropriate steps to stay within budget.

  • Provides high-quality services at optimal cost to customers.

  • Measures service performance and implements improvements.

IT Technology Development:

  • Develops and implements technologies to improve the performance of a business efficiency and effectiveness.

Service Level Agreements (SLAs):

  • Participates and provides input to the SLA development process.

  • Ensures internal SLAs are met.

Vendor Management:

  • Provides advice and counsel to the vendor relationship decision-making and contract development processes.

  • Reviews service provider performance.

  • Identifies and confirms performance problems and notifies contract managers.

Resource Management:

  • Meets regularly with team to gather work statuses.

  • Discusses work progress and obstacles.

  • Provides advice, guidance, encouragement and constructive feedback.

  • Ensures work, information, ideas, and technology flow freely across teams.

  • Establishes measurable individual and team objectives that are aligned with business and organizational goals.

  • Documents and presents performance assessments.

  • Recognizes and rewards associates commensurate with performance.

  • Implements organizational practices for staffing, EEO, diversity, performance management, development, reward and recognition, and retention.

Workforce Planning:

  • Identifies the roles, skills and knowledge required to achieve goals.

  • Ensures staff has the resources and skills needed to support all work initiatives within the assigned function or Center of Competency (COC).

  • Participates in IT workforce deployment activities.

KNOWLEDGE, SKILLS & ABILITIES:

  • Bachelor’s Degree in Computer Science, Information Systems, or other related field. Or equivalent work experience.

  • Strong technical background with technologies like on premise Active Directory but could also include knowledge of cloud solution from vendors like Microsoft, Ping, Okta.

  • Experience working with and interfacing with network and server teams.

  • Experience working with or managing IaaS or SaaS providers.

  • Typically has 7 to 10 years of relevant IT work experience.2.

  • Effective in written and verbal communication in English.

Preferred Skills, Knowledge and Experience:

  • Experience working in a global organisation supporting Active Directory.

  • Strong analytical and problem solving skills.

  • Has demonstrated the successful ability to work in a virtual team.

  • Demonstrated increased levels of responsibility with IT roles.

  • Ideally have led teams to deliver technical solutions on a mid to large scale.

Work Environment/Travel:

  • The position requires ability and willingness to travel domestically and internationally.

Business Intelligence Analyst/Developer III

*Preferred position location: Manila, Philippines or India where WVI is registered to operate.

*Please submit your CV in English.

PURPOSE OF POSITION:

The position will perform data analysis and modelling on large datasets at a global-scale, visualization, and analytics for the Partnership Data Capability. Focus on the potential impacts of emerging technologies such as big data, predictive analytics, machine learning, artificial intelligence, mobile, and AR/MR applications.

  • Perform hands-on data analysis and modeling with huge data sets for Partnership Data Capability.

  • Discover data sources, import them, clean them up, and make them “portal-ready”.

  • Create advanced analytic models using statistics, AI, machine learning and deep learning methodologies.

  • Identify, design, and implement internal process improvements: automating manual processes, optimizing data delivery, re-designing infrastructure for greater scalability, etc.

  • Create and maintain optimal data pipeline architecture.

  • Statistical modeling, model fitting, machine learning, data mining on large datasets.

  • Dive deep into a wide range of data (Horizon, FRSC, VFI, Advocacy, Faith & Development, and Sectors etc.) to identify opportunities and recommend solutions.

  • Research and work with Data Analytics and Architecture teams to implement new technologies that will facilitate better data integrity, reliability, and enrichment of the portal.

  • Run regular tests and statistical analysis, draw conclusions on the accuracy of the data.

  • Build the infrastructure required for optimal extraction, transformation, and loading of data from a wide variety of data sources using Python, SQL and AWS technologies.

  • Perform ad hoc data mining, exploration, and statistical analyses on complex problem statements.

  • Write ETL pipelines to make data available for training and testing models both offline and in production.

  • Working with Geo spatial and Satellite data and linking to economic indicators.

  • Work with data and analytics experts to strive for greater functionality in our data systems.

  • Identify unexplored data opportunities for the business to unlock and maximize the potential of digital data within the organization.

  • Support ongoing technology evaluation process and proof of concept projects.

Create data tools for analytics and data scientist team members that assist them in building and optimizing our product into an innovative industry leader.

MAJOR RESPONSIBILITIES:

Project/Work Planning:

  • May lead workstream planning process from inception, technical design, development, testing and delivery of BI solutions.

  • Participate in project management estimation process.

  • Assists in planning, implementation of data identification.

  • Analyze functional business processes and requirement.

  • Manages and plans for BI services.

Business Requirements:

  • Work with business partners to develop and analyze business intelligence needs.

  • Provides input to business requirements and functional specifications for the design and implementation of solution.

  • Interprets business requirements and determines optimum BI solutions to meet needs.

  • Interfaces with business partners to identify and provides input to new technology opportunities that will have an impact on the enterprise wide BI systems.

  • Leads interviews with end users to determine the requirements for data, reports, analyses, training, data quality and performance.

Design/Develop:

  • Work with Architects to design and develop BI applications/solutions.

  • Analyzes and tests new releases/versions of BI applications/solutions in order to determine rollout schedule, technical compatibility and identify and resolve integration issues.

  • Analyzes, designs, and develops query parameters, layout, filters, and analytics for business solutions.

  • Enhances the performance of business intelligence tools by defining data profiling, data to filter and index that adds value to the user.

  • Designs and develops and optimizes enterprise wide information “views” and custom reports.

  • Provides technical direction for the development of reports keeping usability, security and data integrity.

Testing:

  • Lead or provide technical direction for the planning, designing, and execution of testing efforts.

  • Develops, executes and documents test plans.

  • Reviews test plans and monitors testing process to ensure that business results are tested.

  • Provides support to test streams.

  • Resolves issues based on test results.

Support:

  • Provides adhoc, warranty, and post implementation phase support.

  • Troubleshoots solution outputs.

  • Recommends improvements of BI applications.

  • Optimizes BI applications or performs report and query tuning to improve performance.

  • Supports and helps manage external resources, such as service providers and vendor field support.

Info Quality Assurance:

  • Provides input to the development of information quality metrics.

  • Creates data quality tickets, as needed.

Research/Evaluation:

  • Researches tools, frameworks and mechanisms for data analytics.

  • Interfaces with vendors to keep abreast of new technologies, pricing and customer applicability.

  • Participates in vendor evaluations.

Policies, Standards, Procedures:

  • Adheres to current standards.

  • Provides input to policies, standards, and procedure for the form, structure and attributes of the BI tools and systems.

Training:

  • Designs and delivers end-user training and training materials.

  • Trains users to transform data into action-oriented information and to use that information correctly.

Coaching/Mentoring:

  • Provides guidance, training, and problem solving assistance to other team members.

  • Mentors less-experienced individuals.

KNOWLEDGE, SKILLS & ABILITIES:

Experience:

  • 5-7 years of professional industry experience doing quantitative analysis. An advanced degree (MS, PhD) in a quantitative field (e.g. Computer Science, Econometrics, Physics) a plus.

  • Bachelors or MS or equivalent in Data Science / Computer Science/ Information technology/ Statistics/ Applied Mathematics or another quantitative field.

  • Minimum 2+ years of related hands on experience as Data Scientist in real-time projects.

  • Hadoop/Spark/Java/AWS or Azure certifications or Data Analytics certifications is an advantage.

Knowledge & Skills:

  • Has experience with statistical modeling, machine learning, deep learning, optimization and other DS techniques.

  • Has experience in modeling, validating, importing, cleaning and transforming data with the purpose of extracting insights for decision making purposes.

  • Extensive knowledge on Supervised and Unsupervised learning models.

  • Big Data/Data Lake - Should be well versed with Hadoop, Spark, Experience with Cloud based services a plus - Google Cloud, AWS, Azure services used for Data storage and Data ingestion/ transformation like S3, ADF, Glue etc.

  • Prior experience in building and deploying various machine learning models (KNN, Decision Trees, Clustering, Artificial Neural Networks).

  • Prior experience in building statistical techniques (Regression, distributions etc...)

  • Strong analytic skills related to working with unstructured datasets.

  • Expertise in designing and testing experiments.

  • Exposure to Conversational platform like ChatBots (good to have).

Tools & Technology:

  • Experience using statistical computer languages (R, Python, Matlab, etc.) to manipulate data and draw insights from large data sets. Preferred: Strong knowledge of Python and/or Java.

  • Prior experience in working with Machine Learning and Artificial Intelligence methods using Python or R.

  • Advanced working SQL knowledge and experience working with relational databases, query authoring (SQL) as well as working familiarity with a variety of databases.

  • Hands on experience in extraction, mining and transformation and presentation of data on various reporting tools like Power BI, Tableau, etc.

Soft Skills:

  • Solid communication skills: Demonstrated ability to explain complex technical issues to both technical and non-technical audiences.

Work Environment/Travel:

  • The position requires ability and willingness to travel domestically and internationally up to 20% of the time.

Senior Business Intelligence Analyst/Developer

*Preferred position location: Manila, Philippines or India where WVI is registered to operate.

*Two positions available.

*Please submit your CV in English.

PURPOSE OF POSITION:

Perform data analysis and modelling on large datasets at a global-scale, visualization, and analytics for the Partnership Data Capability. Focus on the potential impacts of emerging technologies such as big data, predictive analytics, machine learning, artificial intelligence, mobile, and AR/MR applications.

  • Perform hands-on data analysis and modeling with huge data sets for Partnership Data Capability.

  • Discover data sources, import them, clean them up, and make them “portal-ready”.

  • Create advanced analytic models using statistics, AI, machine learning and deep learning methodologies.

  • Identify, design, and implement internal process improvements: automating manual processes, optimizing data delivery, re-designing infrastructure for greater scalability, etc.

  • Create and maintain optimal data pipeline architecture.

  • Statistical modeling, model fitting, machine learning, data mining on large datasets.

  • Dive deep into a wide range of data (Horizon, FRSC, VFI, Advocacy, Faith & Development, and Sectors etc.) to identify opportunities and recommend solutions.

  • Research and work with Data Analytics and Architecture teams to implement new technologies that will facilitate better data integrity, reliability, and enrichment of the portal.

  • Run regular tests and statistical analysis, draw conclusions on the accuracy of the data.

  • Build the infrastructure required for optimal extraction, transformation, and loading of data from a wide variety of data sources using Python, SQL and AWS technologies.

  • Perform ad hoc data mining, exploration, and statistical analyses on complex problem statements.

  • Write ETL pipelines to make data available for training and testing models both offline and in production.

  • Working with Geo spatial and Satellite data and linking to economic indicators.

  • Work with data and analytics experts to strive for greater functionality in our data systems.

  • Identify unexplored data opportunities for the business to unlock and maximize the potential of digital data within the organization.

  • Support ongoing technology evaluation process and proof of concept projects.

  • Create data tools for analytics and data scientist team members that assist them in building and optimizing our product into an innovative industry leader.

MAJOR RESPONSIBILITIES:

Project/Work Planning:

  • Lead workstream planning process from inception, technical design, development, testing and delivery of BI solutions.

  • Participate in project management estimation process.

  • Assists in planning, implementation of data identification.

  • Analyze functional business processes and requirement.

  • Manages and plans for BI services.

Business Requirements:

  • Work with business partners to develop and analyze business intelligence needs.

  • Provides input to business requirements and functional specifications for the design and implementation of solution.

  • Interprets business requirements and determines optimum BI solutions to meet needs.

  • Interfaces with business partners to identify and provides input to new technology opportunities that will have an impact on the enterprise wide BI systems.

  • Leads interviews with end users to determine the requirements for data, reports, analyses, training, data quality and performance.

Design/Develop:

  • May work with Architects to design and develop BI applications/solutions.

  • Analyzes and tests new releases/versions of BI applications/solutions in order to determine rollout schedule, technical compatibility and identify and resolve integration issues.

  • Analyzes, designs, and develops query parameters, layout, filters, and analytics for business solutions.

  • Enhances the performance of business intelligence tools by defining data profiling, data to filter and index that adds value to the user.

  • Designs and develops and optimizes enterprise wide information “views” and custom reports.

  • Provides technical direction for the development of reports keeping usability, security and data integrity.

Testing:

  • May lead or provide technical direction for the planning, designing, and execution of testing efforts.

  • Develops, executes and documents test plans.

  • Reviews test plans and monitors testing process to ensure that business results are tested.

  • Provides support to test streams.

  • Resolves issues based on test results.

Support:

  • Provides adhoc, warranty, and post implementation phase support.

  • Troubleshoots solution outputs.

  • Recommends improvements of BI applications.

  • Optimizes BI applications or performs report and query tuning to improve performance.

  • Supports and helps manage external resources, such as service providers and vendor field support.

Info Quality Assurance:

  • Provides input to the development of information quality metrics.

  • Creates data quality tickets, as needed.

Research/Evaluation:

  • Researches tools, frameworks and mechanisms for data analytics.

  • Interfaces with vendors to keep abreast of new technologies, pricing and customer applicability.

  • Participates in vendor evaluations.

Policies, Standards, Procedures:

  • Adheres to current standards.

  • Provides input to policies, standards, and procedure for the form, structure and attributes of the BI tools and systems.

Training:

  • Designs and delivers end-user training and training materials.

  • Trains users to transform data into action-oriented information and to use that information correctly.

Coaching/Mentoring:

  • Provides guidance, training, and problem solving assistance to other team members.

  • Mentors less-experienced individuals.

KNOWLEDGE, SKILLS & ABILITIES:

Experience:

  • 7-10 years of professional industry experience doing quantitative analysis. An advanced degree (MS, PhD) in a quantitative field (e.g. Computer Science, Econometrics, Physics) a plus.

  • Bachelors or MS or equivalent in Data Science / Computer Science/ Information technology/ Statistics/ Applied Mathematics or another quantitative field.

  • Minimum 4+ years of related hands on experience as Data Scientist in real-time projects.

Knowledge & Skills:

  • Has experience with statistical modeling, machine learning, deep learning, optimization and other DS techniques.

  • Has experience in modeling, validating, importing, cleaning and transforming data with the purpose of extracting insights for decision making purposes.

  • Extensive knowledge on Supervised and Unsupervised learning models.

  • Big Data/Data Lake - Should be well versed with Hadoop, Spark, Experience with Cloud based services a plus - Google Cloud, AWS, Azure services used for Data storage and Data ingestion/ transformation like S3, ADF, Glue etc.

  • Prior experience in building and deploying various machine learning models (KNN, Decision Trees, Clustering, Artificial Neural Networks).

  • Prior experience in building statistical techniques (Regression, distributions etc...)

  • Strong analytic skills related to working with unstructured datasets.

  • Expertise in designing and testing experiments.

  • Exposure to Conversational platform like ChatBots (good to have).

Tools & Technology:

  • Experience using statistical computer languages (R, Python, Matlab, etc.) to manipulate data and draw insights from large data sets. Preferred: Strong knowledge of Python and/or Java .

  • Prior experience in working with Machine Learning and Artificial Intelligence methods using Python or R.

  • Advanced working SQL knowledge and experience working with relational databases, query authoring (SQL) as well as working familiarity with a variety of databases.

  • Hands on experience in extraction, mining and transformation and presentation of data on various reporting tools like Power BI, Tableau, etc.

Soft Skills:

  • Solid communication skills: Demonstrated ability to explain complex technical issues to both technical and non-technical audiences.

  • Hadoop/Spark/Java/AWS or Azure certifications or Data Analytics certifications is an advantage.

Work Environment/Travel:

  • The position requires ability and willingness to travel domestically and internationally up to 20% of the time.

Senior Business Analyst

*Please submit your CV in English.

PURPOSE OF THE POSITION:

Senior Business Analysts are responsible for serving as a liaison between the business community and the IT organization to translate business needs into IT requirements. They are involved as a project team member or lead in all phases of the design, development and implementation of technology solutions throughout the business case and development life cycle processes supporting multiple business functions and one or more highly complex business processes requiring design or integration of technical solutions that may cross multiple functions of the business.

Based on breadth and depth of understanding of business needs and processes, they collaborate with other IT professionals to determine if solutions currently exist (internally or externally) or whether new solutions are feasible. They take a broad perspective to determine how such solutions will impact existing work processes and systems, and how to manage the integration. They also research and make recommendations for buy vs. build decisions.

Business Analysis professionals are innovative, identifying and proposing technology based business solutions. Through adaptable communication skills and the ability to translate between technical and business language, they work collaboratively, negotiating requirements across multiple groups.

Business Analysts must have a solid understanding of the client’s existing business processes, the key drivers and measures of success for the business, and the short- and long-term direction of the business and related technologies.

They must have a working knowledge of the business area that they support and should be equally aligned with the IT department. Strong analytical, interpersonal, negotiation and communication skills are also required.

KEY RESPONSIBILITIES:

Planning:

  • Conducts data gathering and analysis to understand business strategy and direction.

  • Participates in short- and long-term planning sessions with clients to improve business processes.

  • Develops business cases.

Liaison:

  • Serves as the link between the business, third party vendors and the IT technical team.

Business Requirements:

  • Assesses client needs utilizing a structured requirements process (gathering, analyzing, documenting, and managing changes) to prioritize immediate business needs and recommends options, risks and cost vs. benefits.

  • Develops, writes, and communicates business requirements and functional specifications for the design and implementation of business solutions.

  • Analyzes customer’s operations to understand their strengths and weaknesses to determine opportunities for improvements.

Business Process:

  • Provides insight and input, and supports planning and prioritization for business process engineering plan and integration of the plan with the corporate plan.

  • Documents current business processes and models.

Feasibility:

  • Conducts feasibility studies and drafts proposals for evaluation by appropriate users and managers.

  • Develops and assists in the presentation of business cases.

Testing:

  • Reviews test plans and monitors testing process to ensure that business results are adequately tested with minimal risk.

  • Develops user test cases and validates test results during user acceptance testing.

KNOWLEDGE, SKILLS AND ABILITIES:

  • Bachelor’s degree in Computer Science, Information Systems, Business, or other related field. Or equivalent work experience.

  • Requires leadership skills, experience and in-depth knowledge of business operations and systems requirements processes.

  • Typically requires 6 or more years of relevant technical and business work experience.

  • Willingness and ability to travel domestically and internationally, as necessary.

  • Effective in written and verbal communication in English.

Customer Success Analyst

*Preferred position location: Manila, Philippines. Other locations to be determined by home country of successful candidate in Asia where WVI is registered to operate.

*Please submit your CV in English.

PURPOSE OF THE POSITION:

The Customer Success Analyst role is a position with the Customer Success team of WV United.

WV United is responsible for United 4, a new digital platform for web marketing and supporter experience.

The goal of the Customer Success team is to achieve growth in monthly recurring revenue for WV Offices on the United 4 platform, through

their online marketing assets such as their website, initially, and at subsequent stages, through email and social media.

The Customer Success Analyst (CSA) provides support to WV Offices (Customers) on the United 4 marketing platform, enabling its successful

deployment, to power their online marketing assets.

This role would involve close collaboration with colleagues across functional areas and working in an agile environment:

  • Collaboration with the United 4 Development Team, the United 4 Product team and Writers and Editors in WV Offices, particularly in the Asia Hub on the United 4 platform.

  • Disciplined approach to time management, aligned with agile work methodologies.

KEY RESPONSIBILITIES:

Customer Support/Problem Solving:

  • Provide technical support to Customers of United 4, replying to inbound queries via email or AskGabi, within committed SLAs.

  • Create Knowledge Base articles to enable self-service by Customers and identify the need for new articles from in-bound queries.

  • Identifies, investigates, resolves and escalates problems.

  • Gathers data to support recommendations to address problems.

  • Procures technical assistance to help in problem resolution.

Platform Performance:

  • Monitor performance of the platform to proactively support customers of any problems that they may encounter.

  • Identify and escalate bugs from inbound queries or platform reports for resolution within committed SLAs by the Software Development team.

Content and UX Performance:

  • Develop actionable insight from analysis of Google Analytics data on multiple pieces of content and user experience elements across multiple sites, against the RACE framework.

  • Preparation of monthly reports on content and UX performance to enable presentation to stakeholders and optimisation of decisions.

Documentation:

  • Documents system modifications.

  • Supports/develops system manuals.

  • Supports/develops system enhancement communication.

Customer Satisfaction:

  • May work closely with developers and end users to ensure technical compatibility and user satisfaction.

Business Case:

  • May provide assistance in business case development (i.e., research, data collection, systems).

Research/Technical Evaluation:

  • Keeps abreast of new and emerging technologies.

Service Level Agreements:

  • Ensures understanding of SLAs and impact of work on the achievement of the service levels.

  • Supports achievement of SLAs.

KNOWLEDGE, SKILLS AND ABILITIES:

  • Bachelors degree in Mathematics, Economics, Information Management or Statistics

  • 2+ years experience in digital marketing analytics in a business-to-business environment. Familiarity with Content Management Systems. systems for Customer Relationship Management systems and IT Support and Google Analytics would be an added advantage.

  • Strong analytical skills with the ability to collect, organise, analyse, and disseminate significant amounts of information with attention to detail and accuracy using advanced analysis tools.

  • Passionate about customer service and delivering professional support to a global customer base.

  • Excellent communication skills in English, both written and verbal as well as in dealing with people on the phone, face-to-face or via email.

  • Self-manager and extremely well-organised to work remotely and multi-task, producing accurate work within agreed time-lines.

  • Effective in written and verbal communication in English.

Data Management Officer - Tumikia Mtoto Project

You will be required to produce a current (within 3 months) Original Police Clearance Certificate or waiting receipt during interview in case you are shortlisted

Job Title : Data Management Officer

Reporting to : Data Manager

Work Location : Nairobi/Kiambu

Purpose of position

Responsible for the organization, maintenance, updating of OVC and DREAMS databases and management information systems including CPIMS, DATIM, and other database systems at World Vision, Director of Children’s Services (DCS) and LIP level and generation of report to inform decision making.

Major Responsibilities

Data management (Data collection, Validation, analysis, aggregation and interpretation) 40%

  • Support data collection and collation activities for the Project.

  • Ensure that all Tumikia Mtoto Databases and information systems are updated on a timely basis with quality data.

  • Run relevant reports from the different databases and systems and provide indicator reports for project use.

  • Conduct data analysis using appropriate statistical packages (SPSS, STATA, Advanced excel among others) and consolidate data factsheets for use during learning forums, reporting and management decision making.

  • Ensure verification, validation, review of results reported and presentation of findings

  • Support the filling and storage of data in recommended document libraries/platforms (both online and physical as required)

  • Support the use of technology for monitoring, evaluation, accountability and learning including gathering of GIS coordinates for project site locations and development of service maps.

Project Monitoring Evaluation & Learning Systems Set up 25%

  • Support in the development of the MEL plan in liaison with the Data Manager and MEL team.

  • Support in the implementation of a data management plan to ensure optimal project data quality, authenticity and accuracy including periodic data quality assessments, data cleaning and verification before reporting to the donor.

  • In collaboration with the technical team help to develop data collection tools/ templates and other monitoring tools

  • Support the digitization of all data collection tools and questionnaires during periodic surveys.

  • Develop a system (both manual and digital) to track and manage community defined indicators and feedback received from the community feedback and accountability mechanisms

  • Support in the review and implementation of data management systems including data security, analysis plan, dissemination aids, templates and SOPs.

  • Support the establishment and operationalization of a digital data management system and beneficiary tracking and graduation system and databases for OVC and AGYW as appropriate

  • Participate in the roll out and ensure proper functioning of the CPIMS, DATIM, the DREAMs Database and other project data solutions.

  • Identify any system issues, support trouble shooting and maintenance of the systems.

Capacity building10%

  • Lead review, and strengthen capacity of DCS, and LIPs to effectively collect, store, retrieve, use, and transmit data to inform program decisions.

  • Support in the development of capacity building plans for staff and partners.

  • Support in the capacity building of project staff and partners on database use, data management, analysis, and reporting.

  • Facilitate data validation in technical working groups and during learning and reflection forums

  • Support partner/stakeholder data and information sharing and dissemination protocols for authorized data as stipulated in partnership agreements

  • Facilitate the use of project data by partners, staff, and other stakeholders to inform decision-making and to identify lessons learned and promising practices

Collaboration and Partner engagements 5%

  • Participate and represent Tumikia Mtoto project in data management technical working groups, including CPIMS technical working group as it may be delegated by the Data Manager.

Other 5%

  • Perform any other duties as may be assigned by the supervisor or designee from time to time

  • Attend and lead daily devotions.

Knowledge, Skills and Abilities

  • At least Bachelor’s degree in Demography, Statistics, Data management, Computer Science/Information technology, Information Systems Management, or related field; a relevant master’s degree would be an added advantage

  • Five years of relevant professional experience in project-level data management, including development of data flow maps, data collection tools, reporting forms, and project databases.

  • Minimum five years practical experience in M&E system coordination/ implementation in a large international non-governmental organization or other international relief/development body.

  • Experience in working on donor funded programs and MEAL experience in “OVC/DREAMS” with USAID and other multilateral donor funded projects is an added advantage

  • Knowledge of technical principles, concepts and current approaches in MEAL.

  • Excellent knowledge of SPSS and EPI Info. and/or other statistical analysis package (SAS, STATA, R)

  • Excellent understanding of database design and development, database programming (in Access, SQL).

  • Experience in DATIM, OLMIS, DHIS & CPIMS, including knowledge of OVC MER indicators and data collection tools is mandatory.

  • Experience in using mobile-data collection and management software (e.g. ODK, Commcare, I-form builder, Kobo, RR collect).

  • Knowledge of data visualization and business information software such as Tableau and Power BI will be an added advantage.

  • Excellent analytic and computer skills; skilled in MS Office Suite including Word, Excel, Outlook, PowerPoint and Access; and high-level IT skills including computer programming

  • Skills in developing project M&E databases desired.

  • Ability to work with large datasets.

  • Ability to work and deliver under intense pressure.

IT Assistant (3 positions available)

*Please submit your CV in English.

PURPOSE OF THE POSITION:

Customer Support Associates are responsible for responding to customer requests by diagnosing and resolving problems and for supporting the ongoing technology needs of all employees by providing Level 1 help desk support. They work with a broad range of infrastructure products and basic networking components. They provide maintenance and support for simple to moderately complex client products and work on one or more projects concurrently as a team member.

Customer Support members respond to requests for IT support, logging problems, generating trouble tickets, attempting to diagnose and resolve problems, and if necessary, escalating the problem to the appropriate level of expertise. They are responsible for documenting solutions to problems and developing end-user guidelines. On an ongoing basis, they work to improve customer support processes and practices. In addition, they evaluate and recommend client software and hardware and write proposals for purchasing new or upgraded products.

Individuals in the Customer Support job family require an understanding of the foundation architecture, hardware and software used by the organization. They demonstrate skill in various custom or packaged hardware and software. They have the ability to gather information on issues and have diagnostic capabilities to enable them to describe or resolve problems. These individuals ensure that client needs are addressed and resolved in accordance with service level agreements.

KEY RESPONSIBILITIES:

Project Planning:

  • May provide input during project planning and requirements phase.

Service Desk:

  • First point of contact and day-to-day technical support to end users.

  • Responds to Level I support requests via multiple sources.

  • Enters call data into the tracking system.

  • Interacts with clients in a courteous and professional manner.

  • Provides user access service.

  • Diagnoses client problems relying mainly on checklists and training.

  • Assists clients with recovery issues.

  • Escalates problems when necessary.

  • Documents problem status and resolution.

Client Technology Support:

  • Assists in the deployment of new or upgraded images, software and hardware for multiple clients.

  • Configures and installs desktop PCs, peripheral equipment, laptops and other mobile devices.

  • Follows established procedures for performing configuration changes, updates and upgrades.

  • Performs minor repairs to hardware, software, and peripheral equipment, following design or installation specifications.

  • Provides on-going support of client technology.

Technical Support:

  • Provides technical support to meetings that include video conferencing.

  • Monitors and communicates system status to internal management.

  • Diagnoses and resolves client workstation and mobile device hardware and software issues.

  • Assists vendor technical expert to resolve client problems.

Security:

  • Maintains passwords and users credentials to assure systems security and data integrity.

  • Adheres to the integrity of controls, regulations and guidelines.

Inventory Management:

  • Maintains IT inventory management for all IT equipment and/or software in accordance with company policy and procedures.

Service Level Management:

  • Collaborates in the development of service-level objectives and takes steps to meet or exceed targets.

  • Explains service procedures to clients.

  • Follows up in a timely manner to ensure customer satisfaction.

Service Improvements:

  • Keeps performance metrics.

  • Identifies recurring problems and notifies team members.

Testing:

  • Participates in integration and user acceptance testing.

Training:

  • May train co-workers on new or existing functionality or services.

Documentation:

  • Documents problem status and resolution in tracking log.

  • Documents solutions to common problems and responses to frequently asked questions.

  • Creates and submits documented resolution to Knowledge Base.

Communications/Consulting:

  • Alerts team members about recurring problems.

  • Communicates updates on issues in a timely manner to ensure client satisfaction and productivity.

Business Continuity:

  • Communicate suggestions on backup and recovery procedures.

Research/Evaluations:

  • Gathers data on hardware and software products.

  • Researches trouble issues using multiple sources.

KNOWLEDGE, SKILLS AND ABILITIES:

  • Associate’s Degree, or technical institute degree/certificate in Computer Science, Information Systems, or other related field. Or equivalent work experience.

  • Demonstrated working knowledge of basic hardware and software products and problem solving / diagnostic skills.

  • Typically has 1 to 2 years of IT work experience in computer systems or support.

  • Effective in written and verbal communication in English.

Preferred Skills, Knowledge and Experience:

  • Experience in IT support like software installation, system configuration and application testing.

  • Experience in using Microsoft Office software such as Excel and Word.

Mobile App Support and Release Business Analyst

*Please submit your CV in English.

PURPOSE OF THE POSITION:

As part of increasing, the supporter experience through Mobile App, Support and Release Business Analyst is responsible for responding to support tickets raised by support offices relating to World Vision’s Mobile App. The role would require diagnosing and resolving problems while supporting the ongoing technology needs of all employees by providing Level 3 support. They work with a broad range of infrastructure products and complex client technology services and support area of IT. They work on multiple projects concurrently as a team member or as a technical specialist.

In addition, the role requires understanding of app release processes in AppStore and PlayStore. The individuals should ensure that World Vision maintains and executes app release processes that are widely adopted to ensure timely, consistent and documented release of new app updates across the regions.

Incumbents working as a Business Analyst II are responsible for serving as a liaison between the business community and the IT organization to translate business needs into IT requirements. They are project team members involved in all phases of the design, development and implementation of technology solutions throughout the business case and development life cycle processes supporting several business functions and several moderately complex business processes.

Based on breadth and depth of understanding of business needs and processes, they collaborate with other IT professionals to determine if solutions currently exist (internally or externally) or whether new solutions are feasible. They take a broad perspective to determine how such solutions will impact existing work processes and systems, and how to manage the integration. They also research and make recommendations for buy vs. build decisions.

Business Analysis professionals are innovative, identifying and proposing technology based business solutions. Through adaptable communication skills and the ability to translate between technical and business language, they work collaboratively, negotiating requirements across multiple groups.

Business Analysts must have a solid understanding of the client’s existing business processes, the key drivers and measures of success for the business, and the short- and long-term direction of the business and related technologies.

They must have a working knowledge of the business area that they support and should be equally aligned with the IT department. Strong analytical, interpersonal, negotiation and communication skills are also required.

World Vision is the largest child-focused private charity in the world. Together with our wonderful supporters, we’ve impacted the lives of over 200 million vulnerable children by tackling the root causes of poverty.

Engaged in the most relevant critical issues of our day, in the time it takes to read this sentence, World Vision will have reached 50 new people with needed knowledge, supplies or resources to help them protect themselves and their families from the devastating effects of the coronavirus pandemic.

Through World Vision every 60 seconds…a family gets water…a hungry child is fed…a family receives the tools to overcome poverty.

KEY RESPONSIBILITIES:

Planning:

  • Conducts data gathering and analysis to understand business strategy and direction.

  • Participates in short-term planning sessions with a client to implement process improvement within an assigned client area.

  • Develops business cases.

Liaison:

  • Serves as the link between the business, third party vendors and the IT technical team.

Business Requirements:

  • Assesses client needs utilizing a structured requirements process (gathering, analyzing, documenting, and managing changes) to assist in identifying business priorities and advice on options.

  • Develops, writes, and communicates business requirements and functional specifications for the implementation of business solutions.

  • Analyzes customer’s operations to understand their strengths and weaknesses to determine opportunities for improvements.

Business Process:

  • Analyzes and recommends improvements to business processes and models.

  • Documents current business processes and models.

Feasibility:

  • Provides factual content to feasibility study for standard development projects and enhancements.

Testing:

  • Develops user test cases and validates test results during user acceptance testing.

Service Level Agreements:

  • Is familiar with the current Service Level Agreements (SLA) for a particular work area and as needed participates in the vendor selection process for clients in accordance with IT standards and specifications as required.

Problem Solving:

  • Identifies and resolves issues.

  • Uses new and varied analytical techniques.

Customer Satisfaction:

  • Monitors and analyzes metrics to ensure customer satisfaction.

Communications/Consulting:

  • Promotes an understanding of IT roles, processes and activities to the business units.

  • Supports and participates in the formal reporting of project status.

  • Negotiates agreements and commitments by facilitating communication between business unit(s) and IT from initial requirements to final implementation phase of projects.

  • Actively participates in the creation, review and analysis of user stories/epics in projects utilizing agile development methodology.

APP Release Management:

  • Ensures smooth, timely and consistent app release process across countries on AppStore and PlayStore platforms.

  • Works closely with DevOps team to control the app’s delivery process.

  • Continuously updates a best-practice document for future market app releases.

  • Maintains a release repository and manages key information such as build and release procedures, dependencies and notification lists.

KNOWLEDGE, SKILLS AND ABILITIES:

  • Bachelor’s degree in Computer Science, Information Systems, Business, or other related field. Or equivalent work experience.

  • At least 2 years experience in IOS and Android mobile application support, testing, development or release management.

  • Requires working knowledge of business support operations, systems requirements and release management processes.

  • Technical writing experience.

  • Typically requires 3-5 years of relevant technical or business work experience in application support & development.

  • Effective in written and verbal communication in English.

  • DevOps, Agile, ITIL, or Business Analysis certification is preferable.

Preferred Skills, Knowledge and Experience:

  • Experience working closely with Third Party developers acting as in-house support for mobile applications.

  • Exceptional communication skills and stakeholder management.

  • Verifiable work experience in Release Management lifecycle especially in scheduling, coordinating and providing product and solution updates and/or training information to stakeholders and end-users.

  • Experience in iOS AppStore and Google Playstore.

  • Knowledge in Java Programming, Custom PHP, JavaScript, and HTML5/CSS3.

Work Environment/Travel:

  • The position requires ability and willingness to travel domestically and internationally up to 5% of the time.

UI/UX Web Designer

Job Highlights:

  • A purpose-driven job to better the lives of children

  • Working hours 9am – 5pm, 5-day work week

  • Medical & dental insurance

  • Professional development

  • Accessibility (5-mins walk from MRT)

  • Weekly devotions

Purpose of Position:

To promote brand, trust and reputation of World Vision in Singapore through digital communications and implement strategic initiatives, coordination, management and delivery of the World Vision Singapore integrated marketing and strategic communications efforts.

To provide quality assurance in the optimization of the digital experience and journey on World Vision owned sites, as well as the conversion rates from paid and organic social and digital media.

Key Responsibilities:

  • Optimize digital experience and journey on World Vision owned sites.

  • Optimize conversion rates from paid and organic social and digital media.

This will be achieved through:

  • Conducting user research, test, and optimize existing user web interface designs to deliver the best online user experience to ensure customer satisfaction and loyalty

  • Research, test and implementing new designs for World Vision’s online giving pages

  • Establishing online design guidelines, standards, and best practices.

  • Incorporating functionalities and features into websites.

  • Producing websites or online platforms that will enable World Vision Singapore to garner financial support from stakeholders, particularly for our child sponsorship program, disaster relief and other fund-raising efforts.

  • Exploring external platforms or online tools which can be integrated into our CRM and website to create a better user experience

Requirements:

  • A diploma in any related discipline.

  • Proficiency in graphic design software including Adobe Photoshop, Adobe Illustrator, and other visual design tools.

  • Proficiency in front-end development web programming languages such as HTML and CSS, JQuery, and JavaScript.

  • Excellent visual design skills.

  • Experience with cross-device/responsive design techniques

  • Familiarity with web trends and best practices for UX/UI design

  • Excellent oral and written command of the English language is essential.

  • Ability to work quickly and accurately under pressure is essential.

  • Strong organizational and people skills are essential.

  • Must be able to multi-task and work under tight deadlines.

  • Creative flair and awareness of current trends in the visual arts.

Live simply that others might simply live. For a season in your life, do something that will dramatically change the lives of people around the world. Do something bold today.

For Children. For Change. For Life.

Please send your resume stating your availability and expected salary to [email protected]

(Note that only shortlisted candidates will be notified.)

Chief Data Officer

*Position location to be determined by home country of successful candidate in a jurisdiction (US state or country) where WVI is registered to operate.

*Please submit your CV in English.

PURPOSE OF THE POSITION:

World Vision (WV) is digitally accelerating Going Further as part of Our Promise strategy representing our firm promise to make a difference in the lives of the world’s most vulnerable children. A critical part of our digital transformation framework is rebalancing from “Mind-to-Machine” to be an organization that is data-driven in every decision and action we take. As part of this effort, WV is recruiting a Chief Data Officer (CDO) to lead its digital transformation efforts around data.

The Global Chief Data Officer (CDO) will be responsible for developing a shared vision and strategic leadership for data-driven business transformation and creating value for WV’s ministry and the children, their families and communities and the supporters we serve. The CDO will champion developing WV’s organizational capability to govern the production and management of data and to make it readily available to generate unprecedented insights that lead to greater efficiencies, reduced costs, growing revenues, better customer experiences, and increased impact.

The CDO will be responsible for collaboratively envisioning, creating and executing an organisation-wide data strategy the scope of which include the end-to-end data journey—how we collect, organize, store, manage, protect, analyze, communicate, and consume the data. This role holds the responsibility for stewarding Partnership-wide data-centricity, effectiveness, and efficiency (with accountability for this held by data owners across the organization) – and for holding data owners across the organisation accountable for ensuring they put in place the agreed measures and improvements that will lead WV to become a truly best-in-class data driven organization.

The scope of the role would include:

  • Formulate a data governance framework and lead the data governance council across the organisation bringing diverse business leaders and stakeholders to improve the value we derive from data while championing and driving towards a culture and practice of data driven decisions at all levels with excellence.

  • Develop and implement an organization-wide data strategy co-created with business owners with input from stakeholders across the partnership. This strategy will be focused initially on impact, programmatic performance & operations data with a clear roadmap for scoping all areas of the business and ministry in the definite future.

  • Lead a focused portfolio of data projects and initiatives to realise the data strategy developed and executed in collaboration with business owners and entities globally.

  • Outline and develop the data competencies and culture within the organisation with regards to data through organization-wide change management processes at global and at each entity level.

  • Develop and implement partnership wide data policies and standards including but not limited to privacy, protection, stewardship, production, consumption and retention in collaboration with data owners, relevant business groups, legal, cybersecurity and line management.

  • Foster an enabling environment for high-quality business intelligence and analytics capability across the organization. This will include oversight to business intelligence solutions and support data operations leveraging the internal and external eco-systems and both proprietary and external data and working across business functions and entities to build capability across the orgnisation.

The CDO will be part of WV’s digital and technology senior leadership team and will also play a lead role related to data in governance and management bodies across the organization. The CDO will also be a key leader representing WV in external agencies and networks forging partnerships and building alliances influencing the industry in moving towards a data-driven decision-making culture and practice in humanitarian sector.

KNOWLEDGE, SKILLS AND ABILITIES:

  • Master’s degree in Information Science, Business, or other related field. Or equivalent work experience.

  • Typically requires 15 – 20 years of relevant business work experience.

  • Requires excellent knowledge of Information Science, Data, and Data Systems and processes, gained through formal education or equivalent work experience.

  • Highly effective and convincing in written and verbal communication in English.

  • Knowledge of the non-profit sector and/or working with international NGOs.

  • Business management knowledge gained through consulting or multi-disciplinary engagement.

  • Experience leading enterprise-level change management processes.

  • Ability to think and work both strategically and operationally.

  • Ability to build, motivate and lead virtual and cross-functional teams in complex environments.

  • Cross-cultural and international work experience.

  • Comfortable working cross-functionally with multiple business units and multiple strands of data.

Work Environment/Travel:

  • Willingness and ability to travel domestically and internationally, as necessary, typically ~25%.