United States onlyAbout ISACA
ISACA® (www.isaca.org) champions the global workforce advancing trust in technology. For more than 55 years, ISACA has empowered its community of 185,000+ members with the knowledge, credentials, training and network they need to thrive in fields like information security, governance, assurance, risk management, data privacy and emerging tech. With a presence in more than 190 countries and with nearly 230 chapters worldwide, ISACA offers resources tailored to every stage of members’ careers—helping them to thrive in a rapidly changing digital landscape, drive trusted innovation and ensure a more secure digital world. Through the ISACA Foundation, ISACA also expands IT and education career pathways, fostering opportunities to grow the next generation of technology professionals.Overview
The Program Specialist I supports the effective administration of ISACA’s certificate and certification exams by helping ensure consistent, secure exam delivery across test center and remote proctoring environments. This role assists with triaging and resolving customer issues escalated by the CEC related to exam delivery, candidate experience, and certification policies. The Specialist also collaborates with PSI and ISACA’s cybersecurity team to support the identification, investigation, and documentation of potential exam fraud incidents. Additionally, this position contributes to the monitoring of certification-related issues, helps maintain program documentation, and supports the implementation of process improvements.
Responsibilities
Monitor exam fraud reports and assist in execution of the Exam Fraud Security Process
- Review assigned reports (weekly fraud reports, finance chargeback reports, PSI audits, secret shopping reports, PSI Data Forensic Reports) to flag potential anomalies.
- Support the collection of relevant data, documentation, and follow-up activities for fraud investigations.
- Assist with impact assessment, investigation coordination, and response execution under guidance from Certification Management and cybersecurity teams.
Assist with exam question mapping and program process improvements
- Support mapping potentially compromised exam questions to ISACA’s exam banks.
- Assist with the implementation and testing of certification program process improvements and workflow updates.
Assist with CBT testing activities, including registration, scheduling, exam delivery, and exam day issues
- Monitor testing escalations and coordinate with the vendor to resolve issues.
- Support activities to ensure smooth exam delivery and candidate experience.
Maintain certification policies, procedures, and supporting documentation
- Draft and update Certification Policies and Procedures under guidance from Certification Management.
- Help maintain exam guides, CPE policy, registration forms, and web content to ensure accurate communication of certification policies.
Coordinate exam score nullifications, revocations, and related communications
- Assist with processing nullifications and revocations for candidates involved in exam fraud.
- Support preparation and distribution of notifications to candidates, ensuring compliance with established timelines and policies.
Other Job Duties
- Respond to escalated customer service issues related to exam registration and scheduling, exam day issues, relevant retake policy exceptions, certification renewal and CPE issues.
- Assist with the completion of the annual ISO/ANSI audit and related report.
- Assist in end-to-end testing for new certificate/certification exams
- Create PRs for exam delivery and certification services charges
Qualifications
Required Field of Study:
- Bachelor’s degree in Business Administration, Education, Information Systems, Communications, or a related field.
- Equivalent work experience may be considered in lieu of a degree.
Minimum Years of Experience Required:
- 3+ years of relevant experience in a similar role or capacity, with a demonstrated record of success.
Description of Minimum Experience Required:
- Customer service experience
- Prior experience in Certification program coordination
Preferred Field of Study:
- Bachelor’s degree in Business Administration, Education, Information Systems, Communications, or a related field.
Preferred Years of Experience:
- 5+ years of relevant experience in a similar role or capacity, with a demonstrated record of success.
- Experience in education, certification programs, testing administration, or compliance is preferred but not required.
Description of Preferred Experience:
- CBT exam delivery coordination experience
- Certification program coordination experience
- Customer service experience
- Professional Association
Competencies/Skills Required:
- Strong Communications (both written and verbal)
- Customer service oriented
- Computer skills – specifically Microsoft Word, Excel, PowerPoint
- Process improvement
Occasional travel may be required to attend company-sponsored events, meetings, or all-hands gatherings.
