Construindo Soluções Inovadoras

Nossas equipes de Tecnologia e Inovação buscam enriquecer e transformar a vida das crianças mais vulneráveis ​​do mundo, apoiando a World Vision Partnership com soluções integradas de informação, comunicações e tecnologia em todo o mundo. A sua visão é a nossa visão?

IT Officer - Global Fund HIV / AIDS and TB Program

Titre du poste :

ICT Officer-TB&HIV Global Fund Program (2 positions pour Port-au-Prince)

Objectif du poste

Le responsable ICT du programme TB & VIH/SIDA du Fonds Mondial sera chargé de soutenir et de maintenir les opérations du programme TB & VIH du Fonds Mondial dans les systèmes d'information et la technologie de VM Haïti, à travers la fourniture d'un service orienté client qui se concentre sur la résolution rapide problèmes et administration et maintenance proactives des systèmes.

Activités Principales

  • Soutenir et administrer les applications commerciales que le programme du Fonds Mondial VIH/SIDA et TB utilisera.

  • Mettre en œuvre, documenter et maintenir des systèmes de télécommunications, une infrastructure de réseau et des solutions de connectivité appropriés pour un flux d'informations sûr et efficace afin de faciliter les opérations et les processus décisionnels.

  • Établir et fournir une garantie élevée de la stabilité et de la fiabilité des systèmes et des réseaux dans les bureaux.

  • Évaluer et déployer de nouveaux systèmes d'exploitation, des applications WVIH standard et de nouvelles technologies de connectivité.

  • Effectuer la maintenance du système et assurer son bon fonctionnement dans les bureaux.

  • Assurez-vous que le personnel de tous les bureaux à accès aux ressources du réseau.

  • Établir et maintenir des systèmes de sécurité appropriés qui sécurisent les données, les réseaux et les systèmes contre les menaces internes et externes. Cela inclura des solutions de sécurité physiques et logiques telles que le contrôle d'accès biométrique, les systèmes de pare-feu réseau, la sécurité Active Directory, les antivirus, les antispam, les antispyware et les pare-feu personnels.

  • Mettre en place et maintenir des systèmes de suivi et de rapport pour l'infrastructure des ICT; permettant une maintenance préventive pour garantir que les systèmes fonctionnent à des niveaux optimaux.

  • Sassurer que la documentation appropriée est remplie quotidiennement pour toutes les tâches quotidiennes liées à la résolution des problèmes.

  • ployer et maintenir les outils de productivité personnels tels que les ordinateurs de bureau, les ordinateurs portables, les assistants numériques personnels (PDA), les téléphones mobiles d'entreprise et les outils de productivité basés sur des logiciels tels que les messageries Lotus Notes, Outlook et des applications bureautiques (Word, Excel, PowerPoint), WebEx, entre autres. Cela comprend également des améliorations aux systèmes existants conformément aux normes NO et aux lignes directrices GCIT.

  • rer tous les appels et e-mails demandant une assistance dans le système HelpDesk (Haiti HelpDesk).

  • Attribuer les appels à l'équipe de support technique.

  • Sassurer que les engagements de l'accord de niveau de service sont respectés ou dépassés.

  • Renforcer les capacités des utilisateurs grâce à l'interaction lors de la résolution des problèmes; pour permettre la pleine utilisation des applications métier. Cela peut inclure des recommandations pour une formation supplémentaire des utilisateurs / un renforcement des capacités des utilisateurs.

Connaissances, compétences et capacités

Education

  • Etre détenteur dune licence en informatique, en technologie de l'information, en génie électrique et électronique, en télécommunications ou dans un domaine connexe.

  • Avoir des compétences démontrées en expression écrite et orale en créole, français et anglais.

  • Avoir une connaissance approfondie de la conception, de la mise en œuvre et du dépannage des systèmes et des réseaux.

  • Avoir des compétences en traitement et analyse de données.

  • Avoir des compétences dans le système de gestion d'information.

  • Etre habile dans la réparation du matériel et des systèmes TIC

  • Avoir de solides connaissances techniques et compétences en gestion de réseau de serveur Windows, installation et configuration LAN / WAN, système vocal (PBX), Lotus Notes et Outlook, administration de serveur.

Expérience supplémentaire :

  • Avoir un minimum de 3 ans d'expérience dans les systèmes de gestion dinformation.

Environnement de travail

- Voyages fréquents au niveau des bureaux régionaux.

ICT Officer

WORLD VISION,

ONG INTERNATIONALE CHRETIENNE

CENTREE SUR L’ENFANT

Lance un avis de recrutement pour : Un ICT (Technologie de l’Information et de la Communication) Officer.

Localisation: Maradi

Objectif du poste :

Apporter un soutien au quotidien au personnel des programmes et /ou du siège (bureau national) pour leur permettre d'utiliser les NTIC comme un outil efficace pour le ministère de World Vision.

Responsabilités Principales

  • Premier point de contact et de support technique au quotidien pour les utilisateurs finaux.

  • Répond aux demandes d'assistance (tickets) de niveau 1 et 2 via plusieurs sources telles que téléphone et e-mail.

  • Fournit un service d'accès utilisateur

  • Développe des listes de contrôle et des scripts pour résoudre les problèmes récurrents

  • Documente l'état et la résolution du problème dans le journal de suivi des requêtes.

  • Coordonne le déploiement ou mise à jour d'images, de logiciels et de nouveaux matériel pour plusieurs clients.

  • Configure et installe les ordinateurs de bureau, les équipements périphériques, les ordinateurs portables et autres appareils mobiles.

  • Suit les procédures établies pour effectuer des changements de configuration, des mises à jour et des mises à niveau.

  • Diagnostique et résout les problèmes matériels et logiciels des postes de travail clients et des appareils mobiles.

  • Gestion de l'inventaire informatique pour tous les équipements informatiques et / ou logiciels conformément aux politiques et procédures de l'organisation.

  • Identifie les problèmes récurrents et potentiels et informe les membres de l'équipe.

  • Documente les solutions aux problèmes courants et les réponses aux questions fréquemment posées.

  • Communique les mises à jour sur les problèmes en temps opportun pour assurer la satisfaction et la productivité des clients.

Formation et Expérience

  • Avoir au minimum Bac + 3 en Informatique, Réseaux, Télécommunication… ;

  • Avoir trois (3) ans d’expérience sur un poste similaire dans une ONG internationale ou agence du système des Nations Unies,

Compétences et Aptitudes personnelles:

  • Connaissance pratique avérée des produits, matériels et logiciels de base ;

  • Les Certifications Cisco, Microsoft, PMP, ITIL seraient un atout,

  • Capacité à parvenir des résultats et à des services de qualité,

  • Grande capacité de gestion de la confidentialité,

  • Faire preuve d’intégrité, de sens de responsabilité et être proactif,

  • Bonne capacité de communication, de production périodique et régulière de rapports,

  • Excellentes aptitudes dans la gestion des relations interpersonnelles, la gestion organisationnelle et la gestion du temps.

Les candidatures doivent se faire en ligne via le site des emplois de World Vision Niger http://careers.wvi.org/job-opportunities-in-niger au plus tard le 6 décembre 2020.

World Vision garantit l'égalité des chances à tous. Les candidatures féminines et celles des personnes en situation de handicap sont vivement encouragées.

Seuls les candidats retenus seront contactés.

NB: World Vision est une organisation focalisée sur l’enfant, par conséquent tout acte de candidature emporte engagement à respecter la politique de sauvegarde de l’enfant et de l’adulte bénéficiaire adoptée par l’institution. Aussi tout antécédent (action, coaction, ou complicité) relatif à la violence sur enfant ou aux mauvais traitements infligés à un enfant est une cause de rejet systématique du dossier du candidat en question.

ICT - Customer Support Analyst

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

% Time

Major Activities

End Results Expected

0

PROJECT PLANNING:

  • Provides input during project planning and requirements phase.

Comprehensive project plan.

%15

Handle Service Desk

Technical support and documentation of end user requests and problem resolution

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

  • Responds to Level 1 and 2 support requests via the IT Ticketing system

  • Enters call data into the tracking system.

  • 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.

%10

Ensure Client Technology Support

End users have required technology.

Technology conforms to IT standards.

End users receive required technical support for hardware and software issues

.

  • 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.

%10

Responsible for 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.

Customer satisfaction achieved for video conferencing services.

End users receive required technical support for workstation and mobile device issues.

Use of technical expertise to resolve problems quickly.

%25

Ensure Security and Inventory Management

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

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

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

Passwords and user credentials are secure.

Maintenance of complete and accurate IT asset inventory.

%15

Service Improvements and 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.

  • 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.

SLAs are met or exceeded

Problems identified and resolved quickly to maintain or improve customer satisfaction levels.

Improved service levels.

%15

Ensure Documentation, communications and training

  • 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.

  • Alerts team members about recurring problems.

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

  • Participates in integration and user acceptance testing.

  • Communicate suggestions on backup and recovery procedures.

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

Complete and accurate documentation for use within the IT organization

High level of customer satisfaction and productivity.

End product meets business needs.

Improved business continuance procedures.

Staff up-to-date on functionality and services being supported.

%5

Participate in Research and 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.

Hardware and software products that meet client requirements.

Product recommendations in compliance with corporate standards.

%5

Perform other duties as required

  • Attend and participate in capacity building trainings locally and internationally.

  • Attend and participate in WVL’s spiritual nurture and other organizational events.

  • Abide by the security policies and procedures and report any incidents or breaches to line manager and / or security manager.

  • Report Child Protection incidents as per the safeguarding policy guidelines.

  • Perform other duties as assigned by the Line Manager

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 0 to 1 year of IT work experience.

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

  • Effective in written and verbal communication in English

The position requires ability and willingness to travel domestically and internationally

Business Intelligence Analyst/Developer III

*Please submit your CV in English.

PURPOSE OF POSITION:

The position will direct, organizes and support Business Intelligence (BI) projects in the designing, developing and implementation of the solutions. It will work on a highly complex, cross-functional and enterprise IT group. It will also provide subject matter expertise for key BI core functions. Engage with the business SMES and contribute to artefacts of data architecture, data profiling, data curation, analysis design processes.

The role will coordinate and provide technical lead in the implementation of the Data Warehouse and maintenance of those solutions. Lead in design and development of strategy for integration and migration of data to data warehouse.

Provide support in creating and developing data request queries and reports through visualization.

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:

  • Bachelors’ degree in Programming/Systems or Computer Science or other related field. Or specialized training/certification. Or equivalent work experience.

  • Experience in developing Data warehouse/Data Lake.

  • Experience in data analysis and data mining.

  • 5-7 years of related technical experience in designing and developing business intelligence tools and systems.

  • Knowledge of one or more business/functional areas.

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

  • Has the ability to manage and lead the team.

  • Specialized Training or BI certification.

  • Preferably a Power BI Certification.

Preferred Skills, Knowledge and Experience:

  • SQL

  • Strong technical knowledge in SQL Server BI suite (SSIS, SSAS, SSRS). Preferably in Azure environment.

  • Microsoft Power BI, Tabular, power apps and/or any other visualization tools.

  • Knowledge in with Azure Data Lake, SQL Data Warehouse.

  • Any experience in Data Science (Machine Learning) programming using R or Python.

  • Experience in Data modelling, Database design, normalization techniques using Database diagrams, Erwin, and other Data modeling tools.

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

*Please submit your CV in English.

PURPOSE OF POSITION:

The position will direct, organizes and leads Business Intelligence (BI) projects in the designing, developing and implementation of the solutions. It will work on a highly complex, cross-functional and enterprise IT group. It will also provide subject matter expertise for key BI core functions. Engage with the business SMES and contribute to artefacts of data architecture, data profiling, data curation, analysis design processes.

Overseeing the implementation of the Data Warehouse and maintenance of those solutions. Lead in development of strategy for integration and migration of data to data warehouse.

Provide support in creating and developing data request queries and reports through visualization.

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:

  • Bachelors’ degree in Programming/Systems or Computer Science or other related field. Or specialized training/certification. Or equivalent work experience.

  • Experience in developing Data warehouse/Data Lake.

  • Experience in data analysis and data mining.

  • 5-7 years of related technical experience in designing and developing business intelligence tools and systems.

  • Knowledge of one or more business/functional areas.

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

  • Has the ability to manage and lead the team.

  • Specialized Training or BI certification.

Preferred Skills, Knowledge and Experience:

  • SQL

  • Strong technical knowledge in SQL Server BI suite (SSIS, SSAS, SSRS). Preferably in Azure environment.

  • Microsoft Power BI, Tabular, power apps and/or any other visualization tools.

  • Development skills with Azure Data Lake, SQL Data Warehouse.

  • Any experience in Data Science (Machine Learning) programming using R or Python.

  • Experience in Data modelling, Database design, normalization techniques using Database diagrams, Erwin, and other Data modeling tools.

Work Environment/Travel:

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

Director, IT Enterprise Project Management Office (EPMO)

*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 POSITION:

The Director, EPMO Director is responsible for operations of the Enterprise Project Management Office (EPMO), improving the overall maturity of IT Project Portfolio management across the organization, and tracking and reporting. S/he is responsible for managing a team of program and project managers, supporting and enabling the organization’s global, cross-functional initiatives. The Director, EPMO ensures that the work of the EPMO adds value, is relevant to the strategy of the organization, and meets the goals set by executive management.

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:

  • Develops the tactical components and strategies to achieve goals at an enterprise level.

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

  • Ensures that all programs and projects managed by PMO follow standards: workplan, budget, project organization and governance structure, communication, change management, performance management.

  • Stays current on industry trends in the development of enterprise planning tools that support agile, waterfall, and hybrid methodologies.

Change Management:

  • Articulates change.

  • Is active and visible throughout the change process.

  • Provides frequent, communication to department/organization and clients about the change (i.e., rationale, expected outcomes, the "big” picture) and the impact of the change (individual and business).

  • Builds a coalition of sponsorship (managers, staff and clients) and manages resistance to the change.

  • Identifies and removes obstacles to change.

Governance:

  • Oversees the administration of the Enterprise Project and Portfolio Management (PPM) Tool (Smartsheet).

  • Ensures consistent portfolio and project reporting and tracking across all stakeholders.

  • Builds and maintains relationships with cross-functional peers and Senior Leadership, to deliver high quality products that satisfy internal and external customer expectations.

  • Partners with IT Strategic Planning and Business Relationship Management for vetting of new pipeline opportunities.

  • Partners with the functional business and technology leaders on the implementation of program and project management processes, methods, techniques, tools, guidelines, and standards.

  • Leads or participates in a customer advisory board to manage IT services demand.

  • Communicates client’s needs and priorities and provides feedback on pricing and investment.

Architecture:

  • Provides input to technology planning within multiple functional areas.

  • Implements solutions consistent with current and future architecture.

Process Improvements:

  • Manages the improvement processes that impact customer satisfaction and relationships.

  • Owns the designated processes and is accountable for ensuring that established processes are followed.

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:

  • Directs the development and implementation of technology solutions required to increase 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:

  • Monitors ePMO and project team resource capacity and acts as the escalation point for constraints.

  • Lead and mentor a team of globally-dispersed Project Managers responsible for Enterprise-Level projects over 8 Business and Technology portfolios.

  • 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 a limited number of COCs or functions.

  • Participates in IT workforce deployment activities.

KNOWLEDGE, SKILLS & ABILITIES:

  • BS/BA degree in technical/information science or a related field.

  • 10+ years project management experience overseeing technology projects; 5 years should reflect direct management experience with increasing levels of management responsibilities.

  • 5+ years experience managing a group of Project Managers or Scrum Masters.

  • Expert-level knowledge of project and change management and associated methodologies, techniques, processes and approaches.

  • Knowledge of resource management tools.

  • At least 3+ Smartsheet administration/management experience (Control Center experience a plus).

  • Candidates must have strong leadership and interpersonal skills and enjoy working in a dynamic, often remote-based environment.

  • Experience leading ePMO is preferred along with the skills to effectively manage a midsize team of project managers, and execute plans with focus on quality.

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

  • PMP and CSM certifications.

  • Effective in written and verbal communication in English.

Strategic Management Director

PURPOSE OF POSITION

As a member of SLT, this role will provide leadership for effective and efficient country strategy cycle processes and outputs to ensure the country strategy is aligned with Partnership strategy, the WVFT Board provides input and the strategy is successfully executed throughout the organisation, with risks appropriately mitigated and managed, all in accordance with Thai law and WVI policies and guidance.

This role will provide leadership for annual business planning, ensure Governance effectiveness, the development of organisational knowledge management systems and the strengthening of organization advocacy & public affairs capability in alignment with country strategy priorities.

MAJOR RESPONSIBILITIES

1. Strategy and annual planning

- Lead the full strategy cycle to develop country strategy that ensures the achievement of strategic objectives.

- Facilitate Board input and decision-making in providing strategic direction to WVFT strategy

- Lead strategy cascading process so it's incorporated into all relevant plans and staff understand and commit to its implementation

- Lead and facilitate annual business planning and review processes

- Lead design & implementation of organisation calendar

2. Accountability & Quality Assurance:

- Provide leadership for monitoring, anaylsis and reporting on implementation of Strategy and annual plans, organization risk treatment plan and adherance to security standards and Thai law

- Provide input and facilitate leader and Board discussions and decisions on strategy execution and relevant organisation plans and update changes as required

- Establish and maintain an organization knowledge management system

3. Strategic partnering and advocacy

- Ensure relationships with strategic partners are built and maintained

- Ensure design and implementation of an Advocacy and Public Affairs plan

- Network with other Strategic Management Offices and relevant roles across the region and globally to seek and share learning

5. Governance and Legal

- Ensure the effectiveness and legality of governance practices and processes, and facilitate Board membership, orientation, meetings and development, all in accordance with relevant policies and guidance.

- Ensure the ND is provided with accurate advice and support on relevant legal issues and risks are mitigated and managed

6. Strategy Management Office capability & performa

Provide direction and support for direct reports/teams to ensure focus on strategic priorities, model mindsets & behaviours that enable staff to live-out WVFT core values, learn and perform:

- ongoing performance and devlopment planning and conversations

- lead team personal and professional development

- identify and nurture talent and potential successors

- ensure access to staff care as needed

- ensure appropriate staff levels & skills mix

KNOWLEDGE, SKILLS AND ABILITIES

1. Preferably Master Degree in Strategy Management, Law, Economics, Social Studies, Engineering or other relevant subject.

2. 3-5 years leadership position experience in relief/development/local community and/ or Corporate Planning and Project Management with a thorough understanding of all areas of Strategy and Planing and Project Management practices

3. Min. 3 years experience in project design, implementation, monitoring, evaluation, and report writing.

4. Experience in facilitating strategic planning processes, or at least significant experience of supporting such processes

5. Experience in Board engagement and support

6. Proven track record of effective contribution in the senior leadership group and working collaboratively on shared objectives

7. Demonstrated success in leading and developing teams and individuals

8. Engagement in public affairs and high-level advocacy, with proven ability to build and maintain relationships with internal and external stakeholders

WVV IT Officer

WORK CONTEXT / BACKGROUND:

World Vision is a Christian relief and development organisation working to create lasting change in the lives of children, families and communities living in poverty. World Vision serves all people regardless of religion, race, ethnicity or gender. As a child-focused organization, WV’s work focuses on children, ensuring they are protected and their basic needs are met. WVIV has a total income of around US$ 19,000,000 (FY20) with funding from 13 support countries in Europe, Asia, the Americas and Australia. Funding of WVIV consists of sponsorship program funding (70%) and PNS/grants (30%). WVIV employs about 430 staff, of which more than 99% are Vietnamese nationals.

The strategic focuses of WVIV includes: children protection from all forms of abuse, exploitation, violence and injury; reduction of malnutrition rate of children under 5 through integrated approach; sustainable livelihood for poor households to support sustainable well-being of children.

Currently, World Vision Vietnam is implementing 37 Area Programmes (APs) which operate in 5 zones: North 1 (Hoa Binh - Dien Bien), North 2 (Yen Bai – Tuyen Quang), North 3 (Thanh Hoa - Hung Yen - Hai Phong), Central (Quang Tri - Quang Nam – Danang) and South (Quang Ngai - Binh Thuan – DakNong - Ho Chi Minh). WVIV’s APs work with government partners and communities on a daily basis. Beside the APs, WVIV is also implementing Grant Projects to meet the specific needs of vulnerable children in both AP and non-AP areas.

PURPOSE OF POSITION:

  1. To support WVIV in establishing standards and strategic direction for the IT system of the organization in line with the WV Partnership Standards.

  2. To maintain the effective functioning of the IT system that facilitates WVIV’s development activities.

  3. To assist the IT Manager in coordinating IT- related work and handling routine IT related issues in all the offices and projects

  4. To provide the Management of WV Vietnam with Information/Communication Technology related recommendations and suggestion supporting the organisation’s strategic objectives.

KEY RESPONSIBILITIES:

Service desk (40%)

  • First point of contact and day-to-day technical support to end users, including access service.

  • Responds to Level 2 support (Global Center IT)

  • Identify and recommend solutions for trouble issues which affect multiple clients…

Technical support (30%)

  • Diagnose and resolve client workstation and mobile device issues.

  • Participate in deployment of new or upgrade information technology and infrastructure projects

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

Other tasks: (30%)

Security

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

  • Review operation processes to ensure consistent approval and compliance.

  • Make recommendations and changes as appropriate.

Inventory Management

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

Service level management

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

  • Monitor service-level objectives to ensure that requirements are met or exceeded.

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

  • Receive incoming Purchase Requisitions (Pending Buyer Action), verify specifications are clear, conduct sourcing event if required items are not already on contract, update the PR with actual supplier record and release PR for approval.

Training

  • Identifies customer training needs based on common problems

Documentation

  • Develop and deliver documentation to ensure appropriate end-user support (eg. Video clips, e-learning...)

Coaching/Mentoring

  • Mentor less experienced staff in IT areas of expertise.

Education

  • Bachelor’s Degree in Computer Science, Information Systems, or other related field or equivalent qualification background.

Knowledge & Skills

  • Written and verbal communication in English.

  • Good interpersonal and communication skills.

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

  • Ability to write up policies and guidelines

  • Coordination skills.

  • Commitment to working with and learning from the poor and marginalized people, especially children.

  • Willingness to support the philosophy, purpose and values of WV in its work with the poor in Vietnam.

Experience

  • At least 3 years of relevant technical and business work experience.

  • In-depth experience in Windows; Microsoft products; Cloud-computing, Internet and Administering multi- serve multi- protocol (TCP/ IP & IPX); Windows NT local area network.

  • Work experience in a big international development organization

World Vision Vietnam is a Christian non-government organization. Applicants having working experience in a similar kind of organization will be an advantage.

Please send us your CV if you are interested in this position. Our contact details: People and Culture Department (HR Department)

Tel: 024. 39439920 (ext.123)

Email: [email protected]

We give equal opportunity to every candidate, regardless of religion, race and gender.

A competitive salary, benefits and career development opportunity will be offered and commensurate with the experience, qualifications and responsibilities.

Business Analyst III

*Preferred position location: Chennai, India. Other locations to be determined by home country of successful candidate in the Philippines or any other location in the Asia Pacific Region where WVI is registered to operate.

*Please submit your CV in English.

PURPOSE OF POSITION:

Incumbents working as a Business Analyst III 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 as well as providing post-implementation support.

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.

MAJOR 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.

KNOWLEDGE, SKILLS & ABILITIES:

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

  • Requires working knowledge of business operations and systems requirements processes.

  • Minimum of 5 years business analyst work experience.

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

  • Effective in written and verbal communication in English.

  • Project Management, ITIL, Agile or Business Analysis certification is preferable.

Preferred Skills, Knowledge and Experience:

  • Experience supporting CRM systems such as Dynamics 365 or Salesforce.

  • Extensive experience in eliciting & writing Business Requirements, workflows, use case diagrams, flowcharts and/or user stories.

  • Practical experience facilitating stakeholder meetings, training workshops and presenting findings and actions both in verbal and in writing.

  • Detail oriented, analytical, inquisitive and a problem solver.

  • Ability to handle multiple projects in a fast-paced environment.

  • Ability to lead cross functional teams such as business units, subject matter experts and technical resources.

  • Proven and verifiable experience in medium to large scale projects.

  • Experience in NGO, Non-profit or multi-national organizations.

  • Exposure to complex business processes, large scale operations or cross-functional role.

  • Experience in communicating to all levels.

Work Environment/Travel:

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

Customer Success Analyst I

Preferred position location: United Kingdom. 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 THE POSITION:

The Customer Success Analyst I 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.

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.