12 October 2021
Certification Department IT Liaison



Job purpose

The primary responsibility of the Certification Department IT Liaison is to build and maintain a positive relationship between the Certification Department and the IT department and ensure timely support of day-to-day business processing needs. They will manage the Certification Department IT systems which may include AWS CRM, work with Computer-Based Test (CBT) vendor and Portal systems that support certification operations. In addition, they assist with defining and supporting Certification-related business processes as they relate to IT.

They will be the liaison with IT, business areas, and external vendors in addition to helping to define and support the certification-related business process as they relate to IT. They will also handle other responsibilities including documentation of technical requirements, coordination of all aspects of the business lifecycle, and implementation of change control procedures.

Duties and responsibilities/essential function
• Act as liaison between Certification and IT departments;
• Serve as lead for Certification Department projects which are IT-systems related, ensuring that all certification-related business areas are included in developing and launching such systems;
• Monitor and lead technical development and maintenance of Certification-related IT systems including existing Microsoft Dynamics 265, CRM integration progress and CBT and Portal launch progress by tracking activity; resolving problems; publishing regular progress reports; and recommending actions;
• Optimize internal systems, including CRM, CBT and Portals with process and technical advancement;
• Provide first-line support for Certification staff and customers including hands-on training, troubleshooting issues and determining when an issue needs to be escalated;
• Collaborate with AWS IT and outside vendors to ensure proper functionality of systems and monitor issues escalated to either group;
• Support Certification leadership in constructing and reviewing workflow diagrams, studying system capabilities and documenting processes with attention to interdependences with other departments;
• Construct workflow charts and diagrams; studying system capabilities and documenting processes;
• Work with certification department staff to determine their business needs to transform department processes into CRM requirements;
• Provide reporting to analyze business performance for Certification and other business units;
• Configure certification programs within CRM, ensuring integration with candidate portal;
• Act as technical visionary for Certification group, driving technical solutions to operational challenges; and
• Maintain thorough knowledge and understanding of Certification structure and rules.


Required Qualifications include:
A bachelor's degree in business, information systems, or related field is important for the position of Certification Department IT Liaison. High aptitude for understanding and learning new software packages and the ability to understand business processes are essential.
· Must have one to two years’ experience;
· Must have MS Office experience, specifically advanced experience in Word, Excel and PowerPoint;
· Must be polished, professional, upbeat and have a positive personality;
· Must be able to impact operations and effect change without being confrontational;
· Must be able to support the end-user experience with systems;
· Must be detailed oriented with excellent organizational skills;
· Must be able to balance workload between in-house and outsourced resources and manage the ongoing business systems related projects;
· Must possess strong project-management skills, including being detail-oriented and managing toward aggressive timelines;
· Must be able to multi-task and prioritize multiple assignments;
· Must be able to follow written and established procedures;
· Must possess strong written/oral communication skills;
· Must possess a proactive mindset to anticipate and support changes in our business;
· Must possess excellent interpersonal skills; be able to manage and build trust with diverse stakeholders; and
· Deals with confidential information and/or issues using discretion and judgment.
Preferred Qualifications include:
• Power BI Experience.