Summary
Date Posted: Wednesday, July 19 2023, Base Salary: Not Disclosed

JOB DETAILS:
Major Duties and Responsibilities of Credit Officer:
• Primary custodian of the organization’s Service Desk tool and ensures effective use of the tool throughout the organization.
• Designs and maintains a set of agreed performance dashboards for IT service delivery to all country offices.
• Works to ensure execution of regular Customer Satisfaction surveys regarding IT services delivery and takes necessary steps with Head of IT to address areas of concern or weakness.
• Facilitates and embeds a customer-centric culture in the delivery of IT technical support to all users.
• Ensures excellent ITSM best practices and standards are adopted and assimilated by all IT staff.
• Champions the cultural change needed to reinforce the recommended ITSM disciplines and industry best practices.
• Manages all incident escalations from branches, with primary responsibility for keeping the IT Head abreast with progress on resolution.
• Oversees the documentation and application of sound and up to date IT principles and compliance with IT policies, standards, and procedure.
• In charge of drafting and improvement of ITSM processes, policies, and governance to be adopted by all users
• Monitors Service Level Agreements with IT service partners and regularly report service delivery performance to the Head of IT.

Knowledge, Skills & Competencies:
• Broad knowledge of and advanced skills in computer hardware and software programs of diverse functionality. Including but not limited to, communications systems, desktop applications, and network administration programs.
• Knowledge of the microfinance operations
• A high degree of interpersonal skill leading and working with various levels of the organization.
• Adequate oral and written communication skills with the ability to communicate clearly and persuasively, interpret documents, understand procedures, write reports and correspondence; speak clearly to third parties and employees.
• Ability to handle difficult people and tense situations with diplomacy and tact; spot potential conflict, bring disagreements into the open, encourage debate and open discussion and orchestrate win-win situations.
• Self-motivated team leader with the ability to adapt and work co-operatively and effectively in different situations and teams to inspire delivery of assigned task.
• Ability to delegate effectively amongst teams and staff, and show commitment to the long-term development of the team members through coaching, mentoring, and the creation of development opportunities.
• Disposition to share IT knowledge fully and willingly with other employees in the interest of the company.
• Commitment to the BRAC mission, core values the ability to incorporate the mission and values in the workplace.
• Proficient in written and spoken English.

Educational Qualifications Bachelors’ Degree in Computer Science or related field Computer Science Information technology.

Education Requirement: No Requirements

Job Experience: No Requirements

Work Hours: 8

Experience in Months:

Level of Education:

Job application procedure
• If you feel you are the right match for the above mentioned positions, please follow the application instructions accordingly:
• Candidates need to send a signed Cover letter in PDF format indicating the title of position applied for, updated CV mentioning educational grades, years of experience, Id copy and copies of academic qualifications. All those documents should be sent through email: recruitment.rwanda@brac.net, 
• The subject should be the position you have applied for.
• Please note that only short listed candidates will be called for interview.
• Application deadline: 31st July 2023

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