*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.

*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