IT Officer - Shared Services Centre at Plan International

ROLE PURPOSE

The SSC IT Officer under the overall supervision of the SSC IT Coordinator will provide first line support for IT infrastructure support to the SSC clients. This includes desktops, servers, telecommunication equipment and networks as well as troubleshooting for systems to ensure uninterrupted IT operations.

Management Scope, Reporting Lines, Key Relationships

• Support SSC ITC manage IT services for  SSC
• ITO will support the IT infrastructure and Information Security in the offices.
• Support effective provision, installation / configuration, operation, and maintenance of IT systems and applications, hardware, software and related IT infrastructure.
• With the support of the SSC and CITM, the ITO will coordinate access control for data and network devices and prepare operational plans and IT business continuity plans for SSC.
• ITO does not directly manage a budget or approve any spending but is expected to:
  • Assist in the preparation of IT budgets, tracking of IT costs, proper management of hardware assets to ensure that only appropriately licensed Software are installed in SSC sites in-line with the Global IT Operational Management Standards
  • Contribute in the regular review and evaluation office and users’ IT equipment and recommend action to SSC ITC in accordance with Plan International hardware life cycle guidelines
  • Contribute in the planning and acquisition of specific IT hardware and software, coordinate its introduction into the office and manage its maintenance.
  • Contribute in the creation and management an IT asset/ inventory management process for hardware and software
  •  Contribute in raising IT purchase requisitions, record and monitor IT costs at the SSC.
• Contribute in the Implementation of IT Operational Management Standards in the SSC.
• Contribute in the Implementation of Information Security in the SSC.
• Assist in the technical preparation and implementation of global projects (such as HRIS, SAP and any new emerging IT projects) and manages local IT projects at the SSV.
• Contribute in the maintenance of IT risk register for the SSC.
• Contribute to the formulation and Implementation of IT disaster preparedness planning and IT emergency response for the SSC.

Accountabilities and MAIN WORK ACTIVITIES

Help Desk and User Support – Global & Local IT Services (60%)

• Contributes in Performing remote troubleshooting through diagnostic techniques and pertinent questions;
• Escalates incidents to SSC ITC,/CITM/global infrastructure support or local external support contracts as appropriate;
• Contributes in giving client staff access to Plan International User Applications by setting up user accounts, permissions and passwords in line with defined network policies and procedures;
• Contributes in giving client staff access to Corporate Applications / ERPs: (global IT Access to services);
• Contributes in providing IT Administration: (of global IT services); (Exchange Online Administration Portal, IT Administration, Portal, ServiceDesk, Speed test, SAP, SAP BI);
• Contributes in providing information security services (global and local IT services) by ensuring physical and logical security of IT Assets, Data and information at all times; as well as enforcing existing IT policies and developing relevant guidelines and policies e.g. online security, passwords, back-up procedures, anti-virus solutions, etc.;
• Contributes in Ensuring Kaspersky endpoint security is installed on all laptops and OneDrive configured on all computers to sync folders under OneDrive to the cloud;
• Contributes in Including staff in the global active directory / OKTA services management;
• Contributes in Ensuring global and local active directory services management by facilitating the management of joiners and leavers on the local and global active directory and management of email distribution groups;
• Contributes in Ensuring the provision of Local Area Network (LAN) and internet;
• Contributes in providing support on payroll software (local service);
• Contributes in Carrying out system upgrades, patching and backups;
• Bandwidth Management
• Cisco Any Connect Web Filter installed and configured on all laptops
• Contributes in Monitoring network performance (Review net flow and riverbed reports);
• Contributes in service Follow up and updating customer status and information;
• Contributes in Documenting feedback or suggestions by users for sharing with SSC Lead and CIT Manager for informed decision making.
• Contributes in the IT Risk Management

IT Support to Other Countries (10%)

• Contributes in providing systems administration support i.e. Global Hub systems;
• Contributes in providing general IT support including systems/application development support;
• Contributes in providing IT advisory services;

Vendor Management (5%)

• Contributes in Contacts with vendors to ensure provision of good service provision;
• Assists during vendor meetings to discuss SLAs and agree on expected standards;
• Contributes in providing vendor supervision to ensure compliance to agreed standards, general user experience improvements for ease of access to systems, applications and services.

Other IT Support Services (20%)

• Contributes in providing user support and training in corporate applications such as SAP, HRIS, PERPAY, Office 365 software and OneDrive;
• Assist client staff orientation on new rollouts and migration of new systems;
• Contributes in providing conferencing Support for the client;
• Contributes in providing oversight on the PU IT support for Machakos PU/ Tharaka PU and Kajiado Satellite office;
• Contributes in Monitoring and ensuring application/compliances of IT policies and guidelines, established processes and procedures by all end users;
• Contributes in providing orientation and training of IT related policies to new staff;
• Supervises, mentors and coaches the IT Assistants/ Interns as may be applicable.
• Undertakes any other duties as may be assigned

Innovations / Research (3%)

• Contributes in Implementing innovative technologies and solutions within the Plan International environment in liaison with programme and share best practices and learnings to improve programme effectiveness and enhance programme delivery
• Assists in the technical research and development to enable on-going innovation within the infrastructure to enable staff to work productively
• Contributes to Ensure that IT systems, applications and services, hardware, operating systems, software and related procedures adhere to organizational standards and values enabling staff to work productively.

Safeguarding Children and Young People (Safeguarding) and Gender Equality and Inclusion (GEI) (2%)

• Understands and puts into practice the responsibilities under Safeguarding and GEI policies and Plan International’s Code of Conduct (CoC), ensuring that concerns are reported and managed in accordance with the appropriate procedures.
• Leads the orientation of programme staff to ensure that they are properly inducted on and understands their role in upholding Plan International’s safeguarding and GEI policies;
• Ensures that Plan International’s global policies for Safeguarding Children and Young People and Gender Equality and Inclusion are fully embedded in  day-to-day work of IT team;.
• Ensures that Plan Kenya contributes to Plan International’s global efforts to ensure safeguarding and GEI, including making sure that relevant reporting and data are submitted. 

Technical expertise, skills and knowledge

Essential Qualifications/ experience: 

• Degree in Information Technology (IT) or Computer Studies or equivalent.
• 3 years’ relevant working experience with at least 2 years in System Administration.
• Certifications in Systems Administration / System Engineering, Microsoft technologies (Microsoft Office, Microsoft Windows, SQL Server, Exchange server) and Cisco technologies)
• Experience in managing and implementing information systems and supporting technologies and proven knowledge, ability and experience in setting up Local Area Networks (LANs) and telecommunication technologies

Desirable Qualifications / experience: 

• Project Management certification is a plus
• Knowledge and experience of firewall design principles, CISCO Meraki, Virtualization technologies, Trend Anti-Virus, Java and Avaya technologies will be an added advantage.

Application dealine is 19th May 2022