Application Support Specialist

Job description
Requisition ID: req3858
Job Overview/Summary
The Application Support Specialist at the IRC will provide timely support to the daily operation of business applications at the IRC. The candidate must possess excellent interpersonal skills, and the ability to work well in a diverse, multicultural environment. The candidate should also have a sense of ownership over all applications and should ensure smooth daily operation of all application in the position’s purview.
The position will initially focus on configuring and supporting the newly developed and launched Budget vs Actual (BvA) system. BvA is a management report that shows how much of a grant was spent, committed, and how much remains at the end of a month. In the near future, this position’s portfolio will grow to include other applications.
Major Responsibilities
Primary responsibilities include but are not limited to:

Perform advanced-level application troubleshooting, problem diagnosis, administration, and configuration for BvA, GSC, and Finance systems, leveraging specialized knowledge and training in aforementioned applications
Escalate L3 support requests to Project Managers, Business Systems Managers, or Developers as necessary; track issue through to completion
Develop recommendations for application enhancements using comprehensive reporting and results of trend analysis identifying user issues
Build and maintain ownership of knowledge base for commonly encountered issues within applications
Oversee the development, implementation, and enforcement of workflows to streamline application support
Author and oversee all technical documentation necessary to facilitate usage and adoption of applications, including user and admin guides; routinely review documentation to ensure accuracy
Plan and host ad-hoc webinars, tele-conferences, and/or in-person meetings to better train and support application users
Collaborate with Project Managers and Business Systems Managers to administer and configure applications to meet business needs
Oversee application testing to ensure features are fully functional

Key Working Relationships

Position Reports to: Application Support Manager
Position directly supervises: Non-managerial position

Other Internal And/or External Contacts

Internal: Application users and other various stakeholders
External: Software and system vendors

Experience Requirements
Job Requirements:
3-6 years of IT and business/industry work specializing in web applications
Knowledge And Skill Requirements

Strong written and oral communication and interpersonal skills
Strong sense of customer service
Working knowledge of applications being implemented
Works well with others in an integrated team environment
Fast and independent learner
Intercultural competence
Self-motivated and a problem solver
Strong computer literacy, including proficiency in Microsoft Office 2013 and Office 365
A sense of personal ownership of the applications, and the drive to keep customers well satisfied with the level of support they receive

Preferred Additional Qualifications

Knowledge of French is a plus
Bachelor’s degree in computer science, information systems, business administration, or related field; or equivalent work experience
Knowledge of Agile development methodology a plus
Experience with ServiceNow as an incident management tool a plus

Working Environment

The position will work in the Nairobi, Kenya iHUB location and is expected to be on-site
Standard office work environment