Data, Monitoring and Research Jobs at Save the Children (Kenya), LVCT Health, d.light, Stanbic Bank

JOB DETAILS:
Data Analyst (CAPP) LAC

ROLE PURPOSE:
The Coding, PRIME and PMM programme forms a major part of Save the Children International’s (SCI) High Performing Organisation (HPO) programme. The project has completed design and has moved into develop and deploy the global CAPP solution across 56 country and regional offices in SCI and to other SC Member organisations by 2022 - and to transform existing project management, monitoring and financial data management processes into standardised systems and solutions.
This is a great opportunity for someone with one year of experience in data analysis and data entry to develop an understanding of charity sector project management processes and interventions as well as an insight into results frameworks, monitoring and evaluation data we use to track our impact as an organisation. This role provides insight into Save the Children Alliance’s project portfolio and operational environment and would be ideal for someone looking to understand project management tools and methods used in development/charity projects.
The CAPP Data Gathering Specialist will be one of two people coordinating with the Country Offices to collect and support the transposition of Project & Award Data in preparation for office adoption of new systems and processes. They will be completing reviews to ensure that content is primed for the PRIME system accurately reflecting what has been agreed by Member and Donor organisations. The candidate must be a Spanish speaker with good English proficiency.

EXPERIENCE AND SKILLS
Essential
• Highly proficient at MS Excel with exceptional attention to detail
• Excellent time management and prioritisation skills
• Proactive, pragmatic & analytical mindset
• Positive, collaborative, can-do attitude
• Appetite to understand more about Save the Children’s project and programme portfolio and monitoring and evaluation data.
• Spanish speaker with good English proficiency

Desirable:
• Experience or knowledge of project management methodologies.
• Experience within global, multicultural, matrix organisations.


JOB DETAILS:
Job Description
Client
• Supports business integration through integrating model outputs into end-point production systems, incorporating business requirements and knowledge of best practices.

Data
• Assist the gathering of data for use in Data Science models, ensuring that chosen datasets best reflect the organisations goals. Performs data pre-processing including data manipulation, transformation, normalisation, standardisation, visualisation and derivation of new variables/features. Utilises advanced data analytics and mining techniques to analyse data, assessing data validity and usability; reviews data results to ensure accuracy; and communicates results and insights to stakeholders.
• Assists various mathematical, statistical, and simulation techniques to typically large and unstructured data sets in order to answer critical business questions and create predictive solutions which drive improvement in business outcomes. Assists analytics and insights across the organisation by developing advanced statistical models and computational algorithms based on business initiatives.
• Codes, tests and maintains scientific models and algorithms and identifies trends, patterns, and discrepancies in data and determines additional data needed to support insight. Processes, cleanses, and verifies the integrity of data used for analysis.
• Use data profiling and visualisation techniques using tools to understand and explain data characteristics that will inform modelling approaches. Communicate data information to business with respective stakeholders, presenting trends, correlations and patterns found in complicated datasets in a manner that clearly and concisely conveys meaningful insights and defend recommendations under the supervision of data scientists.
• Utilises the appropriate data storage and data mining tools to ensure value can be extracted from the sourced data. Mines data using state-of-the-art methods and enhances data collection procedures to include information that is relevant for building models.

People
• Liaise and collaborate with the Data Science Guild providing support to stakeholders in the department for its data centric needs. Collaborate with subject matter experts to select the relevant sources of information and translates the business requirements into data mining/science outcomes. Presents findings and observations to team for development of recommendations.

Product
• Supports various mathematical, statistical, and simulation techniques to answer business questions within specific areas of focus. Develops modelling solutions that enable the forecast of quality data outcomes. Ensures that volumetric predictions are modelled so that resource requirements are optimally considered. Supporting reporting production ensuring sustainable and effective modelling solutions.
• Supports and implements operational IA plan, rules, methodologies and coding initiatives in order to ensure IA for remediation efforts. Support and implements the strategy for productionalising automation software so that it is accurate and well maintained.

Technology & Architecture
• Assists in building machine learning models from and utilises distributed data processing and analysis methodologies. Competent in Machine Learning programming in R or Python, with supplementary still in Matlab, Java, etc. Familiar with the Hadoop distributed computational platform, including broader ecosystem of tools such as HDFS / Spark / Kafka.

Qualifications
• First Degree in Information Studies and or Information Technology

Preferred Qualifications
• Post Graduate Degree in Information Studies
• Other Minimum Qualifications, certifications or professional memberships
• Proficiency in application and web development. Structured and Unstructured Query languages e.g. SQL, Qlikview; Tableau, Python, C#, Java, C++, HTML
• Completion of online coursework in Data Science through Udemy, Coursera, Udacity, etc.

Experience Required
• 3-4 years in development experience in software and software engineering. Understanding of financial services data processes, systems, and products. Experience in technical business intelligence. Knowledge of IT infrastructure and data principles. Project management experience. Experience in building models (credit scoring, propensity models, churn, etc.)
• Experience in working with unstructured data (e.g. Streams, images) Understanding of data flows, data architecture, ETL and processing of structured and unstructured data. Using data mining to discover new patterns from large datasets. Implement standard and proprietary algorithms for handling and processing data. Experience with common data science toolkits, such as SAS, R, SPSS, etc. Experience with data visualisation tools, such as Power BI, Tableau, etc.


JOB DETAILS:
Job Description
R&Rs
• Prioritizing and handling escalations as received from different customer touch points while ensuring resolution within SLA.
• Guide in creation of training manuals/guidelines to empower different touch points based on invalid tickets report and any other knowledge/system gaps identified.
• Daily, weekly reporting on different queues status and follow up on overdue tickets.
• Carrying out daily system health checks and sharing a report on the same.
• Tracking of escalations to other departments and third level to ensure issue resolution within stipulated SLAs.
• Enforcement of the escalations and call back process for better customer experience.
• Knowledge of Atlas and Jira/Ticketing system.
• Track system related escalations to closure and ensure RCA report is shared.
• Handle approval requests on Atlas (customer update, token requests, and accessory sales approval) after confirming their validity.
• Creating and running of basic SQL queries to extract data/reports for end users.

KPIs
• First Response Time: -Achieve a first response time of 4 hours for tickets escalated to Business Service Desk and emails, and 30 minutes for urgent escalations sent by email to Business Service Desk support mailing list.
• Service Level Agreement: -Maintaining a Business Service Desk SLA of 99% with at least 90% of Business Service Desk related tickets handled within 4 hours in order to avoid repeat calls and enhance customer experience.
• Ticket Resolution Rate: -measures productivity of each back office team member. It is a comparative measure based on the number of tickets handled per day/ hour in relation to the average for the day to measure individual effectiveness. A variance of not more than 5% from average tickets for the day with 95% productivity is expected.
• Escalation Management-measures This KPI measures how escalations are handled. Escalations to third level must be followed up and status updated accordingly. Tickets on individual queues should not stay for more than 48 hours, unless advised by the reporting manager.
• Ticket Quality Tagging: -measures the quality of tickets escalated to Business Service Desk from all touch points and also the quality of the resolution/feedback given from Business Service Desk. Tickets that lack critical information will be tagged as invalid with reason for tagging given by 3 the person who handled the ticket. Resolution to be guided by Business Rules, to reduce risk to the organization. Target is 90% quality.
• User Access Management on Atlas- Manage all user accounts on Atlas. This involves creation of accounts, modification, termination and auditing of user profiles and activities.

Desired Skills and Experience
• Minimum first degree in a technology related field and/or a business-related field.
• 1 to 2 years’ experience in a Call-Centre or frontline service experience.
• MUST have basic understanding of SQL and writing queries for data related requests.



JOB DETAILS:
Senior Business Analyst (CRM For Programming)

EXPERIENCE AND SKILLS
Essential
• Ability to understand and manage stakeholder requirements/drivers and project expectations
• Proven business requirements gathering and process/workflow analysis skills
• Excellent communication skills (written & oral English), including the ability to communicate and present both at a technical and non-technical level
• Demonstrable ability to write high quality requirements / user stories
• Strong interpersonal skills, including the ability to negotiate/mediate; to facilitate the resolution of conflicting business requirements
• Advanced analytical and problem solving skills
• Ability to support the creation of compelling business cases with accurate cost and effort estimations
• Excellent understanding of business complexity and project interdependencies
• Intellectual curiosity and the ability to question thought partners across functional areas
• Proven experience in facilitating productive workshops, preferably in multi-cultural contexts
• Ability to effectively prioritise work and agree priorities with the Project Manager
• Experience working with a standardised Business Analysis methodology and associated processes and tools
• Demonstrates a strong work ethic and able to take the initiative and ownership to deliver value to the business
• Cultural awareness and experience of delivering solutions internationally

Desirable
Non-profit sector knowledge/experience (especially international development projects)
Second language – French, Spanish or Arabic

Responsibilities
ROLE PURPOSE:
The Business Analyst (BA) works with the business to collect, clarify, and document business requirements (using appropriate tools and models) from which people capacity building, improved processes, and new (technology) platforms are developed.
This particular role will support the CRM for Programmes project in the Digital Programming team, which is responsible for ensuring that we realise the full potential of digital technologies in our programming so that we deliver a greater impact for far more children.
Customer Relationship Management (CRM) platforms are widely used across the organisation to support our work with donors and supporters. We believe that CRM could also help us to transform the way we manage our work with children. With this project we are looking to harness CRM to deliver more responsive, joined up programmes that are tailored to the needs of those we wish to support so that we can deliver a greater impact for far more children.

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