Responsibilities
First line of contact for all Jhpiego French and English speaking countries.
Ensure that all their problems are identified and resolved promptly.
Work with the HR in respective countries to ensure the uptake and consistent use of JEMS goes up.
Drafting French communication and soliciting feedback.
Translation of user manuals and JEMS content to French.
Provision of first level user support to JEMS global users across different time-zones.
Opening, categorizing and transitioning tickets to the various stages to closure in JIRA.
Providing remote support to global users to sort out JDR related issues on their machines.
Differentiating enhancement requests and system bugs and escalating them appropriately.
Escalation of issues and clients’ requests and follow-up as necessary.
Providing JEMS training to new countries in a lecture/classroom/virtual setting.
Providing remote training support to global users with Teams, Skype or other media.
Maintaining a log or documentation of system and training gaps to help improve JEMS and JEMS training.
Assist the developers in setup of new countries.
Translate modules from English to French language for the entire JEMS system.
Maintain, update, and draft user documentation in English and French to ensure appropriate end user support.
Support 40+ Jhpiego countries
Other duties as necessary and as assigned
NOTE: All staff members of Jhpiego, regardless of the level of their responsibilities are expected to:
Model the mission and values stated above
Participate in the business development processes
Contribute to the knowledge sharing and transfer process
Make responsible decisions that result in time and cost containment and clear accountability
Participate in multiple teams, adopt team spirit, take responsibility for action items assigned and provide feedback as needed
Multitask, be able to manage competing priorities and be able to prioritize in order to meet program and/or organizational objectives
Required Qualifications
Bachelor’s Degree in IT, Computer Science or related field
Minimum two (2) years’ experience in similar capacity
Fluent in English and French (oral and written)
Experience working on a virtual team
Knowledge of computer operations, data analysis, database management, and technical support
Knowledge in the use of Windows operating system
Knowledge in the use and support of various internet browsers.
Experience working with virtual communication tools
Excellent organizational skills including the ability to handle a variety of assignments sometimes under pressure of deadlines.
Excellent interpersonal and communication skills.
Excellent communication and interpersonal skills with ability to effectively communicate with senior management, technical staff, as well as non-technical end users
Excellent computer proficiency particularly working MS Office
Be of high integrity and have a sense of confidentiality
Able and willing to work outside of prescribed work hours especially during peak periods.
Preferred Qualifications
Experience working in an international non-profit in Africa, Asia /Near-East, and the Americas
Experience working on Enterprise-level IT projects
Experience working and communicating with stakeholders at all organizational levels
Experience working on a Global team
ITIL certification
Experience in Microsoft 365 for team collaboration and communication
Experience troubleshooting Android, iOS, and MAC systems
Apply via :
jobs-jhpiego.icims.com
