"With 75 years of experience, our focus is on helping the most vulnerable children overcome poverty and experience fullness of life. We help children of all backgrounds, even in the most dangerous places, inspired by our Christian faith.
Come join our 33,000+ staff working in nearly 100 countries and share the joy of transforming vulnerable children’s life stories!
Key Responsibilities:
JOB PURPOSE
The Senior IT Officer role is responsible for supporting and maintaining IT processes and standards within WVSR. He/she has the responsibility for activities that contribute to executing, creating and implementing an IT vision and strategy aligned with the WVI strategic business plan. They oversee the development of corporate standards, technology architecture, technology evaluation and transfer. They manage small teams of people responsible for developing and delivering IT solutions for the business and customers.
Senior IT Officer is also responsible for analysing trends in technology, assessing the impact of emerging technologies on the business, providing solutions to address technology, and managing IT resources while ensuring the development of high-quality technology solutions. These solutions must be developed at the best cost and be aligned with customer and business needs while establishing relationships with employees and key internal and external stakeholders. He/she is also responsible for participating and the development of an IT governance framework that defines the working relationships and sharing of IT components among groups within the organization.
To be successful, individuals must possess a combination of business, technical skills and competencies. This requires an understanding of client’s business needs, processes and functions. He/she 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 and provide timely solutions.
MAJOR RESPONSIBILITES
OVERSIGHT:
Provides input into the IT operating plan and communicates the plan to relevant stakeholders
Is familiar with the IT strategy that has been developed to enable the WVSR strategy
Provides IT input to NO leadership team
STAKEHOLDER ENGAGEMENT:
Manages key stakeholder relationships
Helps identify and document customer requirements for taking through the demand management process
Assists with measuring and reporting on customer satisfaction
STANDARDS AND POLICIES:
Adheres to standards, policies and processes
IT OPERATIONS:
Responsible for the delivery of IT services in the Response according to service level expectations
Responsible for ensuring service management processes are understood and followed
Responsible for managing the IT asset inventory
CUSTOMER SERVICE:
Responsible for service desk queue management
Responsible for the provision of customer support
Provides support for global and local applications according to existing processes and SLA
Assists in managing customer expectations throughout the service life cycle
BUDGET:
Assists in the development of the IT budget
VENDOR MANAGEMENT:
Identifies contract performance problems and communicates them to the relevant contract manager or SCM
TEAM ADMINISTRATION:
Promotes the development of IT staff in the Field
Meets regularly with team to gather work statuses.
Discusses work progress and obstacles.
Provides advice, guidance, encouragement and feedback.
Ensures work, information, ideas, and technology flow freely across teams.
Provides input into development of measurable individual and team objectives that are aligned with business and organizational goals.
Assists in the identification of the roles, skills and knowledge required to achieve goals.
TRAINING:
Trains co-workers on new or existing functionality or services.
Identifies customer training needs based on common problems.
Help Improve the overall digital literacy and dexterity of colleagues.
GOVERNANCE:
May provide input into demand management process and executes on plan.
Prepare all necessary documentation for the office and keep WVSR Stakeholders aware of the IT
KNOWLEDGE/QUALIFICATIONS FOR THE ROLE
Required Professional Experience
Typically requires 1-3 years of relevant technical and business work experience or equivalent work experience in IT Customer Support positions Willingness and ability to travel as necessary.
Required Education, training, license, registration, and certification
- Bachelor’s Degree in Computer Science, Information Systems, or other related field
Or IT Industry Certifications (Microsoft, Cisco, Linux, Networking etc)
Or equivalent work experience.
- Demonstrated knowledge of hardware and software products and problem solving / diagnostic skills.
Preferred Knowledge and Qualifications
Ability to work under pressure and on multiple tasks as well as well – developed ability in problem solving Excellent organizational skills and ability to prioritize Ability to perform well individually and as team member
Travel and/or Work Environment Requirement
The position requires ability and willingness to travel when needed
Language Requirements
Fluent in verbal and written English and local language.
"
