IT Service Delivery Officer

Role Purpose

To support all tests, exams systems and delivery in Jordan. To ensure exams delivery runs smoothly. To support, train and monitor IT Service vendors across the country, train and monitor venue technicians either directly or through the IT Service vendors and help avoid technical incidents or test delays caused by any IT challenges.

Main Accountabilities

Product Service Support

▪ Provides technical assistance leading up to and during CB / PB test delivery.

▪ Provides technical support in venue sourcing, implementation of CBT products and digital systems, conduct troubleshooting of devices used in all Exams delivery

▪ Log and report technical incidents of exams products, make improvement plan and take actions to mitigate technical incidents in exams delivery.

▪ Support venue staff technicians in exams and products technical knowledge delivery, and support operation team (and IT Service Vendors where appropriate) in recruiting venue staff technicians

▪ Support operations by continually providing feedback to Regional and Cluster IT Service Delivery colleagues suggesting improvements to delivery processes and training materials

▪ Liaise with software / application suppliers to submit technical issues and advise proper solutions to operation team, provide support to venue staff technicians and IT service vendors in raising technical issues to suppliers

▪ Lifecycle management of devices used in Exams delivery, and ensure technical compliance of equipment and connectivity at test venues

▪ Occasional work travel according to business needs

Vendor Support and Monitoring

▪ Provides CBT technical training and CBT products updates to local IT service vendors, needs to travel to remote city occasionally according to business needs.

▪ Closely monitor performance of IT Service Vendors, providing feedback on improving their performance and any potential breaches of contract in a timely manner

Relationship & stakeholder management

▪ Be the point of contact person to local IT service vendor, proactively work with operation team, IT service vendor, and venue technician to deliver exams smoothly.

▪ Act as point of contact and manage escalated issues in country from Venue Supervisors and Venues, supported by Operations Manager / Cluster team / Regional team when required

▪ Cooperate with Global Information Service team and local IT colleagues to implemented systems changes and keep regional incident log up to date on Microsoft Teams in near real time

▪ Support schools and agents to enter registrations as and when required.

Risk & Compliance

▪ Work with Ops team to ensure that digital systems and CBT systems are compliant with QCA and Exams delivery guidelines

▪ Provide support related to compliance or investigations on Test Day and related issues

▪ Follow agreed corporate risk management processes and procedures when delivering services (e.g. child protection, security policies, financial protocols, anti-fraud measures) to protect the interests of the BC and

its customers at all times

Minimum/essential

• Experience in B2B / B2C customer service environment
• Experience of and ability to deliver excellent standards of customer service
• Excellent computer skills, solid knowledge of hardware, software.
• Understanding and experience of risk and compliance management
  

Desirable Requirements For The Role

• Experience of supporting on delivery of computer based exams
• Troubleshooting experiences of hardware, software and network devices
  

Further Information

• Number of positions: 1
• Employment Type: FTC 1 year
• Location: Jordan
• Grade: 4/H
• Deadline to receive applications: 23 April 2024 (23:59 Gulf Standard Time)
• Other: This role is open to candidates who have right to work and located in Jordan.
• Salary: 645 JOD Monthly
• Please note that all applications should be submitted only in English.
• It is advisable to apply in advance to avoid any technical issues at the last moment.