Intersectional Application Support Technician at Medecins Sans Frontieres (MSF)

Rationale/Objective for Position

Within the Operational Centre Brussels (OCB) Finance Department, the position develops complex XLS Forms based on business requirements from the Programme Resources Risk & Internal Control Unit (FRRIC), adapts existing forms, and ensures thorough testing in KoboToolbox and in the internal control tool WeCheck. Across all MSF Operational Directorates and EpiCentre, the role ensures that Kobo Toolbox users in countries of operation are empowered to use the tool in a consistent, efficient, secure and effective manner, while supporting the development, deployment and maintenance of all global intersectional Kobo tools.

As Intersectional Kobo Application Support Technician, you sit within OCB Finance (FASU) and Ariadne (OCB eHealth) and you contribute to the governance, quality and sustainability of KoboToolbox and WeCheck at global level. The nature of your work combines direct user support, application administration, and coordination with multiple technical and programme stakeholders to ensure data quality, coherent tool usage, and effective operational support across MSF.

This position will be hierarchically and functionally accountable to the Planning & Control Applications Referent

Tasks & Responsibilities

Shared Scopes

• Develop, implement, test and maintain internal controls and global intersectional tools using XLS Forms, focusing initially on existing forms, with the eHealth/HIS and FFRIC teams to ensure usability, integrity, consistency, high quality, correct formatting and validation of control data.
• Enable the capture of accurate and context-relevant information to ensure that data collection and analysis remains consistent, rigorous, and relevant.
• Support and guide end-users and internal stakeholders of the KoboToolbox and WeCheck applications by managing tickets, troubleshooting, writing & maintaining documentation, holding training stations, and escalating where necessary.
• Ensure a smooth onboarding experience and a high quality of service for WeCheck users to help their data collection efforts using global intersectional standards.

In the OCB Finance Scope

• Collaborate closely with the FRRIC team to understand their operational needs and requirements for new and existing internal controls and reporting.
• Test and coordinate releases of WeCheck and KoboToolbox with relevant stakeholders in line with best practices to minimize service disruption and provide visibility on open issues.
• Support continuous improvement of WeCheck by developing functional specifications and managing change requests with the Internal Control Specialist to improve functionality and maintain relevance.

In the eHealth/HIS Scope

• Maintain the quality of master data & metadata (such as project lists) inside Kobo and related tools for existing projects.
• Link with teams across MSF to ensure compliance, interoperability, and correct use of MSF resources so that data remains cleaned and organized.
• Collaborate with operational directorates in data governance efforts to reduce duplication and improve the quality and coherence of collected data.
• Collaborate and coordinate with OCA Reporting and Analytics for the maintenance of Power BI dashboards/visualizations of all existing globally intersectional tools.
• Regularly report to stakeholders with breakdowns of activity, challenges, and objectives to provide clarity on the usage of KoboToolbox within MSF.

Qualifications

Education

• A university degree in computer science, application management or related area of study, or equivalent experience is essential.

Experience

• Experience with KoboToolbox or similar product such as ODK is essential, and with authoring robust and logically complex forms in XLS Forms, is essential.
• Experience in automating data extraction and visualization using Kobo APIs is desirable.
• Experience in managing data collection efforts in humanitarian contexts is essential.
• Experience with MS Office productivity tools is essential.
• Experience in data management and application support is essential.
• Experience with MSF or other international humanitarian organizations is an asset.

Competencies

• Deep knowledge of Kobo, ODK & XLS Forms is essential.
• Knowledge of best practices in application management is desired.
• Knowledge of data management techniques is desired.
• Good customer-centric mindset.
• Effective communication skills and capable of explaining and guiding non-technical users through complex operations.
• Able to work with complex formatting, branching and conditional logic, calculations and validations.
• Able to produce & maintain clear documentation.

Languages

• Proficiency in English, both spoken and written is mandatory.
• Good knowledge of French is a strong asset.
• Good knowledge of Spanish, Arabic and Portuguese is an asset.