Business & Digital Workplace Analyst

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 ResponsibilitiesMAJOR RESPONSIBILITIESDigital Workplace Planning (10%)Provide support to develop, implement, operate, and maintain End User Digital Technologies.Facilitates and provides input to the design/development process.Support the development of customer satisfaction levels and ensure they are achieved through established metrics against SLAs.Establish the definition and implementation of virtual, physical, and mobile digital workspace solutions. Develop and establish the digital workplace environment.Make strategic recommendations for the adoption, and innovative use of digital IT workspace technologies to improve business and teaching/learning processes, communication, and collaboration.End ResultsService level metrics and agreements definedDefined tools and processes for the digital workplaceDigital Workplace Support (30%)The first point of contact and day-to-day technical support to end usersGenerates activity and status reports.All works will be managed through customer support System– ensure that all reported calls are logged in and managed through S-MAXResearch trouble issues, which affect multiple clients. (Problem Management) take part in frequent occurring incidents solving mechanism by preparing video tutorials, brief documents and prepare on job training for staff.Develops checklists and scripts for resolving routine incidents and develop/update knowledge base database for sharing over the international office.Provides responsive support for problems found during normal working hours as well as outside normal working hours.Provide effective support in configuration of Office 365 tools like (Outlook, One-drive, Ms-teams, office applications) and Box platform for staffs.Take a lead for the deployment of new or upgraded images, software and hardware for multiple clients.Installs and performs repairs to hardware, software, and peripheral equipment, following design or installation specifications.Creates temporary solutions until permanent solutions can be implemented.Developing laptop configuration checklist and conduct annual/bi-annual preventive maintenance for respective offices IT equipmentEnsures that all technical resources are available for the meetings including video conferencing.Conduct regular customer experience and satisfaction surveys.Improvement Lead the continuous improvements and offerings to the end users via proactive measurement, evaluation, and ideation.Conduct regular monthly monitoring visits in its operational areas and come up with reports that can be used as an input for WV strategic plan and GTD move forward layout.End ResultsTechnical support, documentation, and reporting of end-user requests, status, and resolution.Resolution of reoccurring issues.Service support checklistsCollaboration with vendors for solutions to client issuesEscalation of incident for requests that need the 2nd level of support and follow the status to update usersUsers alignment with the updated technology availableStaffs get appropriate support with desk side support or remote support using remote toolsTraining, Learning & Development (10%)Lead the process of conducting training needs assessmentProvides documentation and training for staff.Establish training content (webinar/documents/video) and facilitate online and onsite trainingEnd ResultsTraining needs assessment reportsTraining, learning, and development plansBusiness Communications & Consulting (10%)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 the initial requirements phase to the final implementation phase of projects.Actively participates in the creation, review, and analysis of user stories/epics in projects utilizing agile development methodology.End Results IT Value proposition statements Project status reportsIT communication plans Digital transformation storiesInformation and Data Security (10%)Secure user credentials, wireless credentials, admin passwordsEncourage users to involve in Security awareness trainings provided online as part of World Vision GTD’s Information Security Awareness programEnsure data protection with strong antivirus and internet security applicationsAssist users to take regular data back up with cloud storage for all necessary enterprise documents with enterprise applicationsEnsure users compliance to GTD policies implementationEnd ResultsTo insure the available tools are installedTo secure organizational information to computers reported that needs the 3rd party support is neededLatest antiviruses are installed to make sure information is securedNetwork & Connectivity Management (20%)Monitor network to ensure network functionality and availability to all system users.Configuration of network devices such as Cisco routers, Switches, Cisco Meraki and other devices.Take lead of Local Area Network (LAN) Installation, upgrading and maintenance.Install, maintain, troubleshoot, and repair cabled, wireless and other network infrastructureWork with Internet Service Providers (ISPs) to ensure the Service Level Agreements (SLAs) are adhered to and outages are reported and escalated in a timely manner with rebate given for downtimes experienced.End ResultsRobust and reliable network with very low latency and downtime and high security to allow successful delivery of quality programs as per WV strategy and policiesService Level Management and Business Value Realization (10%)Work with various business units to drive utilization of IT services and solutions to drive maximum value from the investment.Supervise on-site preventative maintenance of infrastructureMonitors services provided by vendors to ensure service levels meet requirements.Evaluate vendor solutions to ensure compliance with requirements and cost-effectiveness in the digital workplace.Engages the hardware vendors on issues to remedy issues or escalates for support including warranty support.May resolve invoice discrepancies.End ResultsTo ensure SLA is met in addressing any ticket raisedEvaluation of vendor service to ensure compliance with requirements and agreed to service levels (SLAs & OLAs).Invoices are accurate and discrepancies are resolved, if required.Enterprise Software & Cloud Systems ManagementSupport planning, analysis, design, development, testing, deployment, and maintenance of software solutions across the organization.Identify opportunities to improve systems, automate processes, and introduce new technologies aligned with organizational strategy.Engage business units to gather requirements, document workflows, analyze systems, and translate needs into technical specification.Provide system training, develop learning materials, and support users during system rollouts and upgrades to ensure proper adoption.Assist in managing cloud-hosted applications and infrastructure on Amazon Web Services (AWS) and work with IT teams to ensure cloud services are secure, scalable, and compliant.Participate in requirements gathering, testing, and support for integrations between internal systems and third‑party platforms/systems.Support CI/CD practices by collaborating with development teams to automate deployment pipelines, monitor systems, manage configurations, and streamline deployments to ensure reliable release cycles and improved system performanceEnd ResultsReliable, secure, and well-performing enterprise software and cloud systemsEnhanced business efficiency and process optimizationWell-documented requirements and strong user adoptionFaster and more stable software release cyclesRequired ProfessionalExperience 4-5 years of relevant technical or business work experience.Requires working knowledge of business operations and systems requirements processes.Communication for Results: Excellent communication skills with the ability to engage and coherently communicate with internal and external stakeholders.Demonstrate depth of Business Enterprise Knowledge.Process change management.Required Education, Training, License, Registration, And CertificationBachelor’s degree in Computer Science or another related field. Or equivalent work experience.Preferred Knowledge And QualificationsGood customer service skills and experienceExcellent business relationship skillsAbility to relate technical issues to a largely non-technical audienceEffective in written and verbal communication in EnglishGood problem-solving and analytical skillsExceptional analytic and troubleshooting skills for solving problems.Strong understanding of the Software Development Lifecycle (SDLC), including requirements gathering, system analysis, design, development, testing, deployment, and maintenance.Hands-on experience with PHP frameworks, especially CodeIgniter 4, including RESTful API development, modular architecture, and secure coding practices.Strong knowledge of code version control practices and tools such as Git, GitHub, GitLab, or BitbucketKnowledge of CI/CD tools and practices, including automated builds, testing, version control (Git), code review workflows, and deployment automation pipelines.Knowledge of AWS cloud services such as EC2, S3, IAM, VPC, RDS, CloudWatch, and experience managing secure and scalable cloud environments.Experience integrating systems using APIs, webhooks, REST services, messaging queues, or SFTP-based data exchange.Understanding of database systems (MySQL, MariaDB, PostgreSQL, SQL SERVER) including query optimization, schema design, and backups.Familiarity with containerization and orchestration tools (Docker, Docker Compose, Kubernetes), and awareness of microservices concepts.Basic knowledge of Linux server administration, package management, shell scripting, and service configuration.Technical certification in one or more IT disciplines as follows:ITIL Certification is preferred.CCNA Certification is preferred.MCP Certification is preferredPMP Certification is preferred Please Note: World Vision is a Christian humanitarian organization with a mission centred on following Jesus Christ in service to the world´s most vulnerable children. Therefore, in all locations to the fullest extent legally permissible, the successful applicant will affirm our core documents, observe conduct compatible with Christian principles, serve at a high level of professional ethics and strive to act in accordance with cultural sensitivities. Furthermore, regular attendance with team and office devotions, chapel and prayer gatherings are expected in line with policies in the World Vision host location and its departments.Disclaimer: World Vision does not, and will never solicit money for any part of its recruitment processes including short-listing, interviews, background, and/or medical check-ups. Please be cautious, and if you have any questions and/or would like to report what you believe to be a fraudulent World Vision recruitment person(s) or agency, please email us through www.worldvisionincidentreport.ethicspoint.com or careers@wvi.org