Certification Program Specialist

ISACA

About The Position

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.

Requirements

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.
3+ years of relevant experience in a similar role or capacity, with a demonstrated record of success.
Customer service experience
Prior experience in Certification program coordination
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.

Nice To Haves

Bachelor’s degree in Business Administration, Education, Information Systems, Communications, or a related field.
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.
CBT exam delivery coordination experience
Certification program coordination experience
Customer service experience

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 the Exam Development team in 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