Senior Digital Solutions Support Analyst at World Agroforestry Centre (ICRAF)

Overview

To coordinate in East Africa global user support and adoption assistance to CGIAR, NARES, and other users of Digital Solutions’ data management systems, products and services, enabling them to effectively implement, operate, and obtain value from these systems.

Duties and responsibilities

• Customer Support & Service Excellence.
  • Supervise and follow up on reported issues and service requests to users and relevant technical teams, ensuring continuity of service and effective system utilization.
  • Investigate user-reported challenges and coordinate with relevant teams to address recurring issues, improving system reliability and user experience.
  • Manage records of support requests, resolutions, and recurring issues to support service monitoring, reporting, and continuous improvement.
• User Adoption & Onboarding.
  • Coordinate the onboarding of new and existing breeding program users to EBS and related data management solutions, ensuring smooth implementation and effective system utilization.
  • Support the configuration and implementation of digital solutions to breeding program requirements and workflows, enabling users to integrate the systems into their daily operations.
  • Guide users through system features, processes, and workflows to improve adoption, engagement, and realization of business value.
  • Monitor user adoption challenges and coordinate appropriate interventions with relevant stakeholders to improve uptake and sustained use of digital solutions.
• Data Management and Migration Support.
  • Support the organization, curation, validation, and maintenance of breeding data within organizational data management systems, ensuring data accuracy, consistency, and accessibility.
  • Assist in the migration and transfer of breeding data from existing systems and formats to approved digital platforms, ensuring data integrity and continuity of breeding operations.
  • Conduct and advise data quality checks and identify inconsistencies, gaps, and duplication in breeding datasets to improve data reliability and usability.
  • Co-own the documentation of data management procedures and workflows to promote standardized practices and informed decision-making.
• Customer Capability Development.
  • Plan, lead, and deliver training and user enablement sessions to EBS users and relevant stakeholders, strengthening their ability to use digital solutions effectively.
  • Develop and maintain user guides, training materials, and technical documentation to support consistent system use and independent problem-solving.
  • Facilitate knowledge transfer to users and support team members on system functionality, data management practices, and troubleshooting procedures, reducing dependency on direct support.
  • Gather user feedback and assess training needs to improve learning materials, support approaches, and overall user competency.

Education, knowledge and experience

• University degree in Computer Science, Information Systems, Data Management, Agricultural Informatics, or a related field; or equivalent relevant work experience.
• Minimum three (3) years of experience providing application support, customer support, or implementation services for data management systems or related digital platforms.
• Experience supporting end users through help desk and service management processes, including incident management, troubleshooting, issue resolution, and customer follow-up.
• Knowledge of data management principles, data quality practices, and business process workflows, with the ability to support data migration, curation, and system adoption activities.
• Experience using service management and collaboration tools such as Jira Service Management, Jira, Confluence, and remote support technologies.
• Demonstrated ability to deliver user training, system demonstrations, onboarding activities, and technical documentation for diverse audiences.
• Strong analytical and problem-solving skills, with the ability to manage multiple priorities and work effectively in a global, customer-focused support environment.
• Excellent written, verbal, and interpersonal communication skills, including the ability to build productive relationships with stakeholders from diverse cultural and organizational backgrounds.
• Experience working with agricultural research, breeding data management systems, or the
• Enterprise Breeding System (EBS) is desirable.
• English language proficiency is mandatory; additional languages are desirable to supportmultilingual training, documentation, and user support activities.