Job Vacancies at World Vision Ghana – 3 Positions

World Vision is recruiting to fill the following positions in Ghana:

1.) Global Customer Relationship Management Assistant
2.) Global Cybersecurity Analyst (CSIRT)
3.) Regional Senior IT Auditor – West Africa Region

 

See job details and how to apply below.

 

1.) Global Customer Relationship Management Assistant

 

Job Description

This position will be responsible for supporting Level 2 (and Level I, and any other level, if needed) and out of scope request attending internal and external clients and securing optimal services are provided.

To do so she/he will monitor SLA performance and will follow up on internal indicators. She/he will create reports and coordinate with lead process review and changes to ensure services are provided as requested. He/she will as well support excellence in customer service. The Customer Relationship Management (CRM) Assistant will report to the Global Business Support Desk (BSD) Lead for Shared Services Centre (SSC), working closely with him/her and the BSD team members to achieve group and individual objectives.

The CRM Assistant will perform functions related to Master Data Management (MDM), general business support to customers, Coding, Global Expense Management System, GS support, and any other service that is assigned to the BSD unit, plus any special project requested, regardless of the location of the customers. The CRM Assistant will show basic level expertise (technical SME) in at least two of the above mentioned functions, but must support all of them in different levels and times based on work distribution by the BSD Lead and the requirements of the customer, the day-to-day process, and the follow-the-sun model. The CRM Assistant is a cross trained, multitasking person, willing to help the customer in any possible way. He/she, must be a hands-on basic level expert for his/her team and the internal and external customers. BSD internal Level 1 support.

Responsible for supporting all of the services with basic level of expertise (either GC/GPO, GEMS, General Customer Support, MDM (including coding), or any new service assigned to the BSD team).

To accomplish the job purpose, the person will be the responsible for complying with the Customer Service protocols and all its components.

Responsible for any other duties or projects assigned in relation with customer relationship management, or new processes transitioned to the SS. Training, Projects, and AD-hoc Duties.

KEY RESPONSIBILITIES:

Technical CRM Support (Level 1):

• Responsible for supporting all of the services with basic level of expertise (either GC/GPO, GEMS, General Customer Support, MDM (including coding), or any new service assigned to the BSD team)– BSD internal Level 1 support—
• Responsible for supporting external Level I, and out of scope request attending internal and external clients and securing optimal services are provided.

General Support of BSD Processes and Services:

• Support all other BSD services (current or new) with basic (Level 2) and/or CRM Assistant level (Level 1) expertise support. That is all other services that the BSD provides to the customers, besides the process or process where basic level of expertise is performed. E.g. GC/GP, GEMS, General Customer Support, MDM (included coding), or any new service assigned to the BSD team.

Operational SLA Compliance, Reporting and Metrics:

• Comply with the operational SLA s agreed with the customer to achieve: process, team and individual performance.
• Achieving and/or exceeding the KPIs defined via SLA.Metrics and Indicators.
• Ensure that customer expectations in regards to performance, meeting defined metrics/benchmarks, standards and processes are followed to provide effective customer service and meet requirements.

C-SAT (Customer Satisfaction) andNPS (Net Promoter Score):

• Comply with the goal agreed within the SS to achieve, the process, team and individual performance on customer satisfaction and net promoter score.

Project Support and AD-hoc Duties:

• Provide support for out of scope services.
• Project manage and develop solutions and recommendations for out of services like new projects assigned, new processes transitioned that require BSD service, non-recurrent customers’ requests specific data uploads, requested by a third party, and others that may arise and not limited to the examples mentioned here.

 

KNOWLEDGE, SKILLS AND ABILITIES:

• Bachelor’s/College Degree or Technical or University qualification in administration, customer service, industrial engineering, operations, project management, or related field.
• 2 years’ experience or equivalent work experience. College degree preferred.
• Technologically savvy.
• Good analytical thinking.
• Good relationship building skill set, both internal and with internal customers.
• Experience with ERPs and CRMs or related tools.
• Experience with specific processes relevant to WV Operations and NGOs recommended.
• Strong presentation abilities and impact while addressing the customers with service information, reports, and other relevant data.
• Yellow belt certification desired.
• Customer Service techniques and protocols.
• Full command of English language (written and spoken).
• Desirable: Spanish, French, or Portuguese (written and spoken).

Preferred Skills, Knowledge and Experience:

• Listening skills and service orientation.
• Decision making skills.
• Communication skills.
• Negotiation techniques.
• Conflict resolution.
• Time management and organizational skills, deadline focused with strong attention to detail and accuracy.
• Self-directed with the ability to work independently, but also to coordinate and consult effectively as part of a team, and escalate when needed.
• Ability to work remotely.
• Customer Service.
• WV processes.
• P2P Process.

Knowledge of WVI desirable

Policy and procedure

Finance knowledge

System knowledge

Product knowledge

• Cross-cultural sensitivity.
• Data management.
• Contact centres, customer relationship management, business analytics, shared services centres, training, procurement, customer service.

Work Environment/Travel:

• The position requires ability and willingness to travel domestically and internationally up to 15% of the time.

How to Apply

Qualified and interested individuals should click on the button below to apply.

 

Deadline: 1st July 2021

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2.) Global Cybersecurity Analyst (CSIRT)

 

PURPOSE OF THE POSITION:

Individuals working as Global Cybersecurity Analyst are responsible for working on security projects/issues for one or more functional areas (e.g., data, systems, network and/or Web) across the enterprise, develop security solutions for medium to complex assignments, work on multiple projects as a team member and lead systems-related security components. They provide expertise and assistance to all IT projects to ensure the company’s infrastructure and information assets are protected.

Individuals within the IT Security job family plan, execute, and manage multi-faceted projects related to compliance management, risk assessment and mitigation, control assurance, business continuity and disaster recovery, and user awareness. They are focused on developing and driving security strategies, policies/standards, ensuring the effectiveness of solutions, and providing security-focused consultative services to the organization.

Individuals develop, execute and manage data, system, network and internet security strategies and solutions within a business area and across the enterprise. They develop security policies and procedures such as user log-on and authentication rules, security breach escalation procedures, security auditing procedures and use of firewalls and encryption routines. To guide enforcement of security policies and procedures, they administer and monitor data security profiles on all platforms by reviewing security violation reports and investigating security exceptions. They update, maintain and document security controls and provide direct support to the business and internal IT groups. IT Security professionals evaluate and recommend security products, services and/or procedures. They also communicate and educate IT and the business about security policies and industry standards, and provide solutions for enterprise/business security issues.

IT Security professionals require strong technical, analytical, communication and consulting skills with knowledge of IT Security and related technologies. Security certifications (i.e., Certified Information Systems Security Professional (CISSP), Certified in Risk and Information Systems Control (CRISC), Certified Information Security Manage (CISM), Global Information Assurance Certification (GIAC) and/or other certifications) may be required.

KEY RESPONSIBILITIES:

Policies, Processes & Standards:

• Maintains an up-to-date understanding of industry best practices.
• Develops, enhances and implements enterprise-wide security policies, procedures and standards.
• Supports service-level agreements (SLAs) to ensure that security controls are managed and maintained.
• Monitors compliance with security policies, standards, guidelines and procedures.
• Ensures security compliance with legal and regulatory standards.

Business Requirements:

• Participates with the project team(s) to gather a full understanding of project scope and business requirements.
• Works with customers to identify security requirements using methods that may include risk and business impact assessments.
• Studies current and proposed business processes to determine impact of security measures on business goals.
• Provides security-related guidance on business processes.

Security Solutions:

• Participates in designing secure infrastructure solutions and applications.

Risk Assessments:

• Works directly with the customers and other internal departments and organizations to facilitate IT risk analysis and risk management processes and to identify acceptable levels of residual risk.
• Conducts business impact analysis to ensure resources are adequately protected with proper security measures.
• Analyzes security analysis reports for security vulnerabilities and recommends feasible and appropriate options.
• Creates, disseminates and updates documentation of identified IT risks and controls.
• Reports on significant trends and vulnerabilities.
• Develops plans to achieve security requirements and address identified risks.
• Follows up on deficiencies identified in monitoring reviews, self-assessments, automated assessments, and internal and external audits to ensure that appropriate remediation measures have been taken.

Security Audits:

• Performs security audits.
• Participates in security investigations and compliance reviews as requested by external auditors.
• Monitors multiple logs across diverse platforms to uncover specific activities as they occur from platform to platform.
• Creates spreadsheets and databases with information in support of security monitoring and account/data access authorizations.
• Consults with clients on security violations.

Problem Management:

• Provides security support to ensure that security issues are addressed throughout the project life cycle.
• Performs control and vulnerability assessments.
• Provides responsive support for problems found during normal working hours as well as outside normal working hours.
• Identifies and resolves root causes of security-related problems.
• Responds to security incidents, conducts forensic investigations and targets reviews of suspect areas.
• Works with teams to resolve issues that are uncovered by various internal and 3rd party monitoring tools.

Incident Management:

• Monitors and analyzes incident data and makes recommendations for process improvement.
• Analyzes reports and makes recommendations for improving reporting structure and content.

Communications/Consulting:

• Collaborates on critical IT projects to ensure that security issues are addressed throughout the project life cycle.
• Informs stakeholders about compliance and security-related issues and activities affecting the assigned area or project.
• Interfaces regularly with staff from various departments communicating security issues and responding to requests for assistance and information.
• Reports to management concerning residual risk, vulnerabilities and other security exposures, including misuse of information assets and noncompliance.

Vendor Management:

• Works with third party vendors during problem resolutions.
• Interfaces with third party vendors to evaluate new security products or as part of a security assessment process.

Research/Evaluation:

• Performs application security risk assessments for new or updated internal or third-party applications.
• Evaluates and recommends hardware and software systems that provide security functions.

Training:

• Assists in the development of security awareness and compliance training programs.
• Provides communication and training as needed.
• May guide users on the usage and administration of security tools that control and monitor information security.

Coaching/Mentoring:

• Mentors less experienced team members.

 

KNOWLEDGE, SKILLS AND ABILITIES:

• Bachelor’s Degree in Computer Science, Information Systems or other related field, or equivalent work experience.
• Work experience in designing, implementing, and supporting incident management practices.
• Work experience in designing, implementing, and supporting emergency and data breach response practices.
• Requires knowledge of security issues, techniques and implications across all existing computer platforms.
• Typically has 3-5 years of combined cybersecurity work experience with a broad range of exposure to incident management, audit, risk management, and problem management, and 1 – 2 years of experience with data privacy.
• Willingness and ability to travel domestically and internationally, as necessary.
• Work experience in security incident management, security risk management, and vulnerability assessment.
• Effective in written and verbal communication in English.

Preferred:

• CISSP certification.
• CEH certification.
• Project Management experience.
• Risk Management experience.
• Incident Management experience.
• Problem Management experience.
• Vendor Management experience.

Work Environment/Travel:

• The position requires ability and willingness to travel domestically and internationally up to 20% of the time.

How to Apply

Qualified and interested individuals should click on the button below to apply.

 

 Deadline: 15th July 2021

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3.) Regional Senior IT Auditor – West Africa Region

 

Job Description

This position will provide leadership in the review and advisory on all key information systems and infrastructure within the region either independently or jointly with other teams. The person in this position is responsible for leading, conducting and advising on all information systems audit work within the region including audits of computer applications, information security and technological solutions at the region and within national offices. The person in this position will also champion Information Technology (IT) use within the regional internal audit team through capacity building in line with Global Internal Audit strategic direction.

The position is expected to operate with considerable independence within the scope of their assignments. This role interacts regularly with IT and non-IT personnel and management at the national office and regional level, necessitating a wide degree of creativity and latitude, in addition to well-developed interpersonal and leadership skills.

KEY RESPONSIBILITIES:

IT Audit Engagement:

Audit planning, execution and reporting

• Develop detailed IT audit work plans, information system and application audit programs for specific engagements, audit schedules, risk assessments and IT audit status reports within the region.
• Engage with management at the local and regional level to obtain better understanding of business processes and key areas of risk affecting strategic goals.
• Lead or function as a team member to plan and implement IT audits based upon an understanding of the critical IT controls within the core process/area under review in accordance with the IIA and ISACA related Standards; and use the Governance, Risk and Control system and the designed templates for assessing and evaluating the IT risk universe.
• Analyze evidence gathered and accurately communicate findings and recommendations to appropriate management and directors both orally during the exit conference and written reports.
• Follow-up on remediation of identified deficiencies.

Collaboration, Advisory Services and Networking:

• Collaborate with IT project teams within the region and participate (advisory role) in live (ongoing) IT initiatives as a subject matter expert in matters relating to controls and compliance.
• Provide consultative advice to stakeholders by identifying key IT control gaps and risks related to key processes within the region.
• Assist in the evaluation of potential occurrence of fraud in IT systems and how management mitigates the risk within the region.

Capacity Building:

• Provide training and guidance to the WAR internal audit team on evaluation of general and application controls of systems, use of computer assisted audit techniques (CAATs) to facilitate the testing of controls and application of data analytics and business intelligence to detect possibility of frauds and non-compliance to existing standards and expected controls.

Special Assignments:

• Perform special projects as assigned by the GC IT Audit Director including assisting in regulatory audits related to information security, IT fraud investigation, design specialized audit tools using technology, conducting training and other tasks as assigned.
• Participate in the global roadmap for GIA Information Technology initiatives, innovations, automation and training as may be requested by supervisor or GIA leadership.

Professional Development:

• Maintain Continuing Education (CPE) by attending online courses or professional seminars and trainings. The incumbent should maintain a minimum of 40 CPE credits per year.

 

KNOWLEDGE, SKILLS AND ABILITIES:

• At least five (5) years’ experience in information technology (IT) or information systems audit and advisory.
• Extensive engagement experience with management at middle and senior level.
• The ability to design and execute data analytics tests to support business process audits.
• Exposure to various audit management and /or accounting systems.
• Notable level familiarity with various IT platforms, operating systems and information security.
• Experience in terms of assisting with the development and/or improvement of IT audit methodologies.
• Ability to plan, perform, document and report on audits.
• Experience in dealing with people from diverse cultures and backgrounds.
• Bachelor’s degree or higher in computer science, information technology, management information systems, information security, accounting, or a related discipline, or equivalent work experience.
• Technical professional certification required CISA (CISSP, CISM, CRISC, CPA Certified Public Accountant) or CIA (Certified Internal Auditor) or CA (Chartered Accountant) a plus.
• Knowledge of COBIT and best industry IT practices.
• Bilingual: French/Spanish.

Preferred Skills, Knowledge and Experience:

• Computer skills (office applications, accounting systems and IT audit tools like Nessus, Solar winds, etc. is a plus)
• Excellent communication skills – written, oral and presentation – in fluent English.
• Outstanding quantitative, analytical, problem solving and organizational skills.
• Strong project management skills.
• Demonstrated ability to successfully communicate with people at all levels of the organization.
• Good time management and proven interpersonal skills.
• Demonstrated ability to execute and deliver under challenging circumstances.
• Self-motivated, and ability to work independently.

Work Environment/Travel:

• The position requires ability and willingness to travel up to 40% of the time.

How to Apply

Qualified and interested individuals should click on the button below to apply.

 

Deadline: 15th July 2021.

 

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