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Customer Support Analyst I

Position title: Customer Support Analyst I

PURPOSE OF POSITION

Individuals in the Customer Support Analyst I role 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 and 2 help desk support. They work with a broad range of infrastructure products and basic networking components. They provide maintenance and support for moderately to highly 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

MAJOR RESPONSIBILITIES

PROJECT PLANNING:

  • Provides 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 1 and 2 support requests via multiple sources such as phone and e-mail.

  • Enters call data into the tracking system.

  • Interacts with clients in a courteous and professional manner.

  • Provides user access service.

  • Diagnoses problems by evaluating multiple options.

  • Develops checklists and scripts for resolving routine problems.

  • Escalates problems when necessary.

  • Documents problem status and resolution in tracking log.

CLIENT TECHNOLOGY SUPPORT:

  • Coordinates 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.

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

  • Creates temporary solutions until permanent solutions can be implemented.

  • Assists systems, programming, and vendor professionals, as needed to resolve 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 and potential problems and notifies team members.

  • Recommends procedures and controls for service improvements.

  • Recommends ideas for improving queue time, abandoned call rates and first contact resolution

TESTING:

  • Participates in integration and user acceptance testing.

TRAINING:

  • Trains co-workers on new or existing functionality or services.

DOCUMENTATION:

  • Creates, modifies and reviews documentation of issues resolutions.

  • 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:

  • Makes suggestions for the design of a standard set of integrated products (standard image) by recommending hardware and software products to meet client requirements.

  • Recommends products to clients by understanding needs and referring to corporate standards list.

COACHING/MENTORING:

  • Mentors less experienced staff in a specific area of expertise.

KNOWLEDGE, SKILLS AND ABILITIES

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

  • Demonstrated working knowledge of basic to moderately complex hardware and software products and problem solving / diagnostic skills

  • Typically has 3 to 5 years of IT work experience.

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

  • Effective in written and verbal communication in English

IT Customer Experience Manager

*Preferred location: Manila, Philippines or Nairobi, Kenya. Other locations to be determined by home country of successful candidate in a jurisdiction (US state or country) where WVI is registered to operate.

PURPOSE OF POSITION:

The IT Customer Experience Manager (CXM) will focus on enhancing how World Vision Information Technology (WV IT) interacts with its internal customers via its web or mobile applications. The incumbent needs to have a strong understanding of WV IT's customers to be able to translate that into an improved digital experience.

Typically, the IT CXM must make use of three disciplines to improve internal customer experiences: customer loyalty management, customer relationship management and customer value management.

The key responsibilities for the IT Customer Experience Manager:

  • Regularly assess, design and implement better experiences for WV IT's internal customers using your wide range of skills including, insight gathering, research and service design thinking

  • Work with WV IT's regional operations leads to continually understand, define and then refine the customer base.

  • Facilitate workshops where you will be creating service design blueprints or designing new end-to-end, multi-channel customer journeys maps

  • Help create and then review the overall customer experience strategy and design principles to ensure WV IT is delivering a great service to its internal customers

  • Employ a variety of data-driven analysis tools and metrics such as best practice surveys to improve overall experience.

Individuals within the IT leadership job family have responsibility for activities that contribute to planning, creating and implementing an IT vision and strategy aligned with the company’s strategic business plan. They oversee the development of corporate standards, technology architecture, technology evaluation and transfer. They manage small to large teams of people responsible for developing and delivering IT solutions for the business and customers. Each role within this job family provides technical and business leadership to their organizations as well as to the business.

IT Leaders are also responsible for analyzing trends in technology, assessing the impact of emerging technologies on the business, providing solutions to address technology and business issues, and managing financial resources while ensuring the development of high-quality technology solutions. These solutions must be developed at the best possible cost and be aligned with customer and business needs while establishing relationships with employees and key internal and external stakeholders. They are also responsible for participating and leading the development of an IT governance framework that defines the working relationships and sharing of IT components among various IT groups within the organization.

To be successful, individuals must possess a combination of business, technical and leadership skills and competencies. This requires an understanding of client’s business needs, processes and functions. They also need a solid knowledge of IT infrastructure, architecture, applications development and support, networks, and computer operations. In addition, individuals working in this job family must have excellent communication skills and the ability to influence others.

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 Management:

  • 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.

  • Requires experience in supervising and building relationships with people at a variety of levels.

The IT CXM will have a minimum of 7 years of experience in the following:

  • Conducting analysis of current-state IT services operations to identify customer and employee pain points across touchpoints (including online, service desk and mobile).

  • Developing a point of view on process and organizational changes required to improve customer and employee experience across touchpoints.

  • Assessing technology gaps and making recommendations for technology solutions to improve and connect IT service experiences for internal customers and employees.

  • Implementing process, organizational and technology changes with cross-functional stakeholders including business leaders, technology leaders and IT support employees.

  • Building business cases and calculating ROI on customer strategy initiatives.

  • Deep experience in the Media, Communications or IT Consulting industry.

  • Minimum of 3 years of previous strategic program experience inclusive of team leadership and project leadership.

  • Effective in written and verbal communication in English.

Preferred Skills, Knowledge and Experience:

  • Experience with customer experience design across digital and traditional channels.

  • Experience leading design-thinking workshops with customers and functional stakeholders.

  • Cross-Industry customer experience design.

  • Ability to monetize customer experience improvement via cost reduction value levers.

  • Exceptionally strong verbal and written communication skills.

Work Environment/Travel:

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

Systems Engineer

*Preferred location: 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.

PURPOSE OF POSITION:

World Vision IT (WV IT) Mobility Device Management Services, a unit within the Global Technology Services, provides centralized management capabilities for all endpoints including mobiles, tablets, laptops and hybrid devices, keeping them updated and secure. Device management services enable the deployment of applications, modification of settings, and user wiping and resetting of the device in the event that it is lost or stolen. The unit is also responsible for defining standards for the digital workplace programme for the organization.

Systems Engineers will be responsible for installing, configuring, troubleshooting, patching, and managing BigFix on Windows. The engineer will also diagnose and troubleshoot problems with servers, software, and communications devices; as well as provide escalation support and assistance to technical support and junior administrators.

The candidate should also be able to:

  • Support tickets relating to BigFix technical issues primarily and work other tickets as assigned.

  • Develop and maintain standard operating procedures for BigFix application and agents.

  • Makes business and technical recommendations for new initiatives.

  • Interfaces with vendors to ensure appropriate resolution for BigFix and general patching issues on all systems.

  • Develops and implements testing strategies and document results.

  • Maintains current knowledge of relevant hardware and software applications as assigned.

  • Participates in special projects as required.

This person must be able to work independently with little oversight. This role requires ability to handle stressful client situations and to provide clear direction on next steps. Practical experience in a consultant, technical sales, and/or support role is a plus.

Systems Administrators and Engineers are responsible for the development and operations of secure and highly available global computing platforms. They design, install, maintain and upgrade the enterprise’s systems operating environment.

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 systems operating environment and infrastructure to meet business requirements. This includes servers, storage, and backup media. They monitor and optimize the performance of operating systems and applications such as Web , Windows, Linux, VMware, Active Directory, DNS and DHCP. 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. They also monitor automated system backup activities and execute contingency plans in case of system outages. 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. This job family provides system backup processing, manages off-site storage and leads disaster recovery tests.

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.

KEY RESPONSIBILITIES:

Project Planning:

  • Leads or consults in short- and long-term project planning efforts with team members, clients and other IT groups.

  • Develops cost/time estimates.

  • Documents discussion and agreements.

Business Requirements:

  • Works with business analysts and clients to understand business needs.

Technical Requirements:

  • Determines requirements impact on existing architecture, work processes and systems.

  • Works with impacted areas to ensure proper communication / review of requirements and integration.

  • Determines infrastructure systems specifications, input/output processes and working parameters for hardware/software compatibility.

Design/Develop:

  • Analyzes, designs, develops, and documents systems to meet business requirements.

  • Coordinates design of subsystems and integration with larger systems.

  • May coordinate development activities with other groups.

Maintenance:

  • Performs routine maintenance tasks for infrastructure systems such as backups, patch management and hot fixes.

  • Assists in establishing requirements, methods and procedures for routine maintenance.

Business Process:

  • Assists in the business process redesign and documentation as needed for new technology.

Administration:

  • Installs, configures, and maintains system hardware and software components.

  • Maintains tracking and configuration documentation and plans.

  • Validates configurations.

Performance Monitoring:

  • Ensures performance meets the present and future needs of the business.

  • Forecasts utilization patterns and identifies modifications or upgrades.

  • Recommends changes/ enhancements for improved systems availability, reliability and performance.

Testing:

  • Designs, plans and leads testing efforts and coordinates feedback of test results.

  • Develops cases test files.

  • Conducts testing to ensure requirements are met.

Continuous Improvements:

  • Recommends performance metrics.

  • Analyzes operational metrics to understand performance and to ensure success in process improvements.

Computer Operations:

  • Assists in establishing requirements, methods and procedures for routine operational processes.

Production Support:

  • Provides Level 3 production support.

  • Diagnoses escalated problems or escalates, when needed.

  • Investigates alternative methods to expedite problem resolution.

  • Recommends procedures and controls for problem resolution or creates temporary solutions until permanent solutions can be implemented.

  • Researches, analyzes and recommends the implementation of software or hardware changes to rectify any problems.

  • Reviews checklists and scripts.

Security:

  • Makes recommendations to improve security and participates in investigations as needed.

  • Adheres to security requirements.

Business Continuity:

  • Participates in the implementation of contingency plans including reliable backup and restore procedures.

  • Participates in the identification of vulnerabilities and their mitigation.

  • Verifies that system backups run successfully.

Policies, Procedures and Standards:

  • Supports and helps establish systems environment standards.

  • Works with auditors, security groups, and data owners to make sure of governance, regulations, and compliance to policies and procedures.

  • Defines procedures for user access to systems environment.

  • Maintains system operating procedures and documentation.

Service Level Agreements (SLAs):

  • Assists in developing SLA’s.

Documentation/User Guides:

  • Documents new or modified functions, modules, test activities/results and other areas such as error handling and backup/ recovery procedures.

  • Ensures all documentation is delivered according to specified guidelines and on selected media.

  • Proofreads documents for accuracy.

Communications/Consultation:

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

Coaching/Mentoring:

  • Provides coaching and guidance to team members.

Research/Evaluation:

  • Evaluates future technologies and makes recommendations.

KNOWLEDGE, SKILLS & ABILITIES:

  • Demonstrated success in design and/or implementation, deployment of a IBM BigFix in a large, complex, and/or multi-product integration.

  • Hands on experience with administering and monitoring BigFix production environment.

  • Manage the BigFix structure and hierarchy for domains and sites.

  • Minimum 7 years of direct experience with vulnerability and patch management and operating systems hardening products (e.g., IBM BigFix, Windows Server Update Services, InTune).

  • Accountable for setting a standardized framework across all BigFix environments (custom properties, fixlet relevancy standards, site standards, configuration settings, etc.)

  • Develop processes and capabilities to support decentralized BigFix management.

  • Provide leadership on solution architecture, design, and implementation, ensuring it is in accordance with WV requirements.

  • Minimum 7 years of knowledge of compliance and inventory platforms.

  • Strong knowledge of supporting MS tools (MDT, SCCM, SCOM, DNS, networking, storage, clustering).

  • Operations experience in a variety of server based operating system - MS Server 2008 and above.

  • Minimum 5 of customer facing experience.

  • Familiar with security best practices and methodologies.

  • Experience with scripting and knowledge of multiple languages (Perl, PHP, Python).

  • Typically requires 5-7 years of relevant information technology work experience and relevant basic networking experience.

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

  • Effective in written and verbal communication in English.

Preferred Certifications:

  • Bigfix

  • A+

  • RedHat

  • MCSE

Application Developer II

*Preferred position location: Costa Rica. Other locations to be determined by home country of successful candidate in Latin America & Caribbean and the United States where WVI is registered to operate.

PURPOSE OF POSITION:

Individuals working in an Application Developer II role work on multiple small to large, complex projects as a team member, sometimes as a project lead. Individuals working as an Application Developer II require increased skill in multiple technical environments and possess knowledge of a specific business area.

Individuals must be able to adjust to constant business change and as needed to proactively plan for changes that are likely to occur. Common types of changes include introduction of new organizations through mergers and acquisitions, the separation of parts of organization (as subsidiaries, or when the business changes direction), evolving goals and strategies and emerging technologies. These changes require integration of solutions that can impact the overall system development activity. Application Developers also provide client support, consultation and subject matter expertise for system development, maintenance and support.

Individuals within the Application Development job family work closely with clients, business analysts and team members to understand the business requirements that drive the analysis and design of quality technical solutions. These solutions must be aligned with business and IT strategies and are in compliance with the organization’s architectural standards. Application Developers are involved in the full systems life cycle and therefore are responsible for designing, coding, testing, implementing and supporting application software that is delivered on time and within budget. Responsibilities beyond development of software may include participation in component and data architecture design, technology planning, product evaluation, advanced testing processes and buy vs. build recommendations. Individuals also provide input to project plans related to the Application Development initiative.

Application Developers have a strong knowledge of programming languages used by the organization. They have experience in systems design and have a solid understanding of development, database development, testing, and integration methodologies. Knowledge of current and emerging IT products, services and processes is required.

MAJOR RESPONSIBILITIES:

Project Planning:

  • Participates in project planning process with IT business analysts and team members.

  • May develop work plan timelines and manages work flows to meet project timeframes.

Design:

  • Identifies technical requirements.

  • Creates technical design specifications and assists in sizing technical requirements.

Code and Test:

  • Codes applications using a disciplined development process and in accord with the company’s standard development process (SDLC).

  • Integrates solutions with other applications and platforms outside the framework.

  • Creates data extracts and reports from system based requirements.

  • Develops, executes and documents test plans.

Deployment:

  • Assists in the deployment of new modules, upgrades and fixes to the production environment.

  • Makes modules production-ready by moving them to libraries, completing forms, following procedures, completing version control documents, etc.

Maintenance (Break/Fix):

  • Provides ongoing maintenance of applications.

  • Participates in review sessions where patterns of development and break/fix metrics are reviewed as part of standard process for optimizing IT development processes.

Production Support:

  • Provides Level 2 and 3 production support.

  • Troubleshoots existing information systems to identify errors or deficiencies and develops solutions.

Performance Management:

  • Evaluates existing applications and platform and provides recommendations for improving application performance by conducting gap analysis, identifying feasible alternative solutions, and assisting in the scope of modifications.

Documentation/User Guides:

  • Documents functions and changes to new or modified modules and test activities/results.

  • Assists in the development of user guides and training documentation for systems.

Standards/Quality:

  • Adheres to standards and procedures.

  • Reviews modules for quality assurance and checks compliance with applications standards and Service Level Agreements (SLAs).

Technology, Evaluation and Research:

  • May evaluate new application packages and tools and perform research on best practices.

  • Provides recommendations for solutions.

Coaching/Mentoring:

  • Provides technical coaching and mentoring to less-experienced team members.

KNOWLEDGE, SKILLS & ABILITIES:

  • Bachelor’s degree in Programming/Systems, Computer Science, or other related field, or equivalent work experience.

  • Expertise in a number of areas including cloud computing, API integration, cloud messaging, ground-to-cloud connectivity, highly scalable distributed systems.

  • 2+ years of experience in Java development and concepts, including debugging against Java APIs.

  • 2+ years of experience with JEE Application Servers and Container (administration, deployment and/or development in Tomcat, JBoss, WebSphere, Spring, etc.)

  • Experience with SOAP and/or Web Services.

  • 2+ years of experience providing technical solutions development for enterprise software or hosted high-­tech services using JEE and/or JSE framework.

  • Experience in at least one programming language and excited to learn others.

  • Familiarity with industry development best practices.

  • Effective in written and verbal communication in English.

Preferred:

  • MuleSoft integrations and customizations.

  • Strong problem solving and troubleshooting skills with the ability to exercise mature judgment.

  • MuleSoft development.

  • Experience working with RAML using MuleSoft.

  • Solid understanding of the design patterns.

  • Experience with MuleSoft MMC and Enterprise release capabilities is a plus.

  • Experience with Tomcat, XML, JMS, WS and SOA/Integration technologies.

  • Experience using the JAVA IDE (Eclipse, IntelliJ, Netbeans).

  • Experience using Maven.

  • Experience profiling Java applications including threading issues and examining thread dumps.

  • Integration product support from integration vendors like IBM, BEA, Oracle, Tibco, etc.

  • Advanced degree in accounting, business, finance or other business-related field.

Work Environment/Travel:

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