Regional Digital Health Support Officer at Living Goods

Key Responsibilities

• Offer first-line support in troubleshooting the digital health data gaps on our applications, escalation, and follow-up for resolution and closure: -
• The Smart-Health Application. (CHW and Supervisor)
• Reporting & Monitoring tools (Dashboards, Couch2pg & Data warehouse report) .
• Support Data gathering and analysis outside what is visualized on the dashboards through branch and District engagements: -
• Sub-national (County, sub-county & District) Health Management Team meetings.
• Quarterly Performance Review meetings for Program Delivery.
• Supporting Digital Health system changes, both minor and major at branch (CHW and Supervisor) levels and offering feedback for improvement.
• Support Learning Sites and offer Technical Assistance (TA) to District Health Management Teams on the various Digital Health systems and, Performance Management & reporting tools.
• Champion the digital Health system policies adoption, and feedback gathering (for improvements) .
• Digital Health Training:
• Develop job aids/Training material to assist end users/trainees in effective Digital Health systems utilization.
• Capacity Building of Staff on different digital Health Tools.
• Design digital knowledge-based management document s to support our field teams with simple troubleshooting and issue resolution .
• Train and support the implementation of new programs/projects within the designated regions .
• Digital Health Project Rollouts:
• Championing User Acceptance Tests (UATs) of new systems, Applications, and other Digital Health products before rollout in both learning & TA sites
• Reporting feedback and recommending necessary changes based on conducted UATs and Digital Health Systems performance
• Propose Innovations and insights on improvements of any identified gaps in our systems, policies, or processes.
• Support the piloting, rollout, and upgrade of our digital health system to all LG operational sites and regions.
• Manage the implementation and set up of new systems and applications within the designated regions i.e., ERP, POS, New Versions of the Smart Health Apps, Device Health Apps (CHW and Supervisor) .
• Technical Assistance (TA):
• Offer technical IT assistance to the District Health Management teams to enable them drive digital health programs effectively.
• Offer technical related support to project implementation cycle within the designated LG stakeholders and partners
• Support District health management’s teams in performance reviews.
• Digital Health Tools Usage, Maintenance, and Inventory Management:
• Preventive Maintenance of all Digital Health devices in the Learning site to ensure that they are in working order.
• Diagnose and provide solutions/repair or escalate any device issues to the support office.
• Device setup, configuration, and mapping according to LG-DH standards.
• Promote best practices in the usage of digital health tech tools by all staff.
• First line for all device requests by CHWs and CHSs in all learning sites.
• Assign all assets dispatched from the support office to the respective beneficiaries in the learning and TA sites and ensure the asset Tracker and all related device agreements are signed and archived.
• Keep a detailed up-to-date record of devices and any other DH Assets for audit purposes.
• To fully implement the LG IT Assets Policies within the regions.
• Digital Health Service Desk Support:
• Provide first response (acknowledgment to any DH issues reported in the learning sites within agreed timelines
• Conduct trend analysis of all issues reported in the service desk to identify recurring and unique issues of all LG Digital Health systems
• Keep a clear log of application issues and incidents (known errors) for purposes of reference and continuous improvements.
• Resolution user manuals (self-service) for frequently encountered issues to enable users to troubleshoot and resolve some issues without escalation.
• Contribute to the Technical Known errors Knowledge management database to enable quicker issue resolution.
• Digital Health Process Development:
• Design and automate all repetitive IT processes to simplify and quicken processes within the department.
• Document, deploy, and share any findings with the rest of the team in the DH Department.

Qualifications & Experience Required

Qualifications:

• Diploma in Computer Science or a related field. OR
• Degree in another field plus Relevant technical certification from the accredited body .

Experience:

• Minimum of (1) year relevant experience for degree holders and (2) years relevant experience for diploma holders.