With over 70 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.
Come join our 34,000+ staff working in nearly 100 countries and share the joy of transforming vulnerable children’s life stories!
Employee Contract Type:
Local - Fixed Term Employee (Fixed Term)
Job Description:
Digital Workplace Analyst
The Role:
The Digital Workplace Analyst (DWA) is responsible to deliver the best digital workplace experience to staff in Somaliland Region. S/he is responsible for areas like communication, collaboration, mobility, productivity workplace applications and workplace innovations to enable staff to perform in a modern and engaging workplace where technology makes the difference.
The incumbent serves as a user liaison, providing guidance on business usage, and communications for the digital workplace product suite. They respond to requests for IT support, logging problems, generating tickets, attempting to diagnose and resolve problems, and if necessary, escalating the problem to the appropriate level of expertise. The DWA works closely with the user community and the IT teams to continually improve the digital dexterity of the users, and in turn, grow their tech-savviness in usage of IT solutions in their daily roles at the workplace. They are the change champions for utilization of IT tools and systems.
Key Responsibilities:
Provide support to develop, implement, operate and maintain End User Digital Technologies. Facilitates and provides input to the design/development process. Translate stakeholder business objectives and drivers to identify digital workspace opportunities and establish appropriate solutions Support development of customer satisfaction levels and ensure they are achieved through established metrics against SLAs. Establish definition and implementation of virtual, physical and mobile digital workspace solutions. Develop and establish the digital workplace environment
Make strategic recommendations in the adoption, and innovative use of digital IT workspace technologies to improve business and teaching/learning processes, communication and collaboration
First point of contact and day-to-day technical support to end-users – triage, resolve or escalate reported incidents and problems. Generates activity and status reports. Provides the user access service. Researches trouble issues which affect multiple clients. Reviews checklists and scripts. Works with vendor technical support personnel on solutions for clients.
Provides responsive support for problems found during normal working hours as well as outside normal working hours.
Participates in deployment of new or upgrade information technology and infrastructure projects, including assisting co-workers and vendor partners. Installs and performs minor repairs to hardware, software, and peripheral equipment, following design or installation specifications. Provides on-going support of client technology. Ensures that all technical resources are available for meetings that include video conferencing. Diagnoses and resolves client workstation and mobile device hardware and software issues.
Provide technical support on enterprise IT services and personal productivity tools (Finance, HRIS, SCM solutions, O365 messaging & collaboration, Zoom, OneDrive etc).
Participate and support the deployment of partnership ministry IT solutions in Somaliland. Participate in user acceptance testing for new and emerging field solutions Provide technical support on Ministry IT solutions and productivity tools (Horizon, Sponsorship operations, mobile data gathering tools etc).
Develop customer experience journey mapping Develop, review, measure and report customer experience metrics (Net Promoter Score) Support the process of closing customer feedback loop for Continuous Service Improvement Lead the continuous improvement of digital IT workspace service improvements and offerings to end users in Somaliland via proactive measurement, evaluation and ideation.
Conduct regular customer experience and satisfaction surveys in Somaliland
Coordinates the process of conducting training needs assessment for Somaliland Region Provides documentation, training, and guidance for IT clients in Somaliland.
Establish training content (webinar/documents/video) and facilitates online and onsite training for all deployed client solutions
Supervise on site preventative maintenance of infrastructure in Somaliland. Monitors services provided by vendors to ensure service levels meet requirements. Evaluates vendor solutions to ensure compliance with requirements and cost-effectiveness at the digital workplace. Engages the hardware vendors on issues to remedy issues or escalates for support including warranty support. May resolve invoice discrepancies.
Working Environment:
The position is office-based in Hargeisa, Somaliland with regular travel to other field locations for donor and stakeholders’ consultations.
World Vision adheres to strict child and adult safeguarding principles. All selected candidates will therefore undergo rigorous reference and background checks which will include criminal background checks. They will be expected to adhere to these standards and principles. Academic certificates will be verified with the issuing institution. Female candidates are encouraged to apply.
Applicant Types Accepted:
Local Applicants Only
World Vision has been operational in Somalia since 1993, responding to the over three decades-long protracted humanitarian crisis, working with communities to overcome conflict and climate-induced challenges, strengthen resilience, improve people’s... Read More
