Senior IT Officer

World Vision International

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 teambr>

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 /li>

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 /li>

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 /li>

BUDGET:

• Assists in the development of the IT budget /li>

br> 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. /li>

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/li>