Job Opening at Marie Stopes International

The Function

Marie Stopes International’s Global Information Systems (GIS) function are responsible for the successful management and support of global technical solutions deployed across the organisation. The GIS function plays a critical role in enabling the delivery of family planning and safe abortion services around the world through ensuring well supported systems and data that undepin the delivery of social business strategies to deliver quality, client-centred services. Reporting to the Head of Business Solutions, this role will be working within a project team that spans across GIS and the Technical Services Department (HSD) to successfully deliver MSI’s new mobile technology project MATE (Mobile Technology for Tracking and Engagement) across participating Country Programmes.

The Role

This role will lead on the technical aspects of the day to day deployment, support and maintenance of MSI’s mobile technology platform (CommCare) and supporting software incl. mobile device management (MDM) across MSI’s International Country Programmes. Working within a small project team, your responsibilities will be varied and span across technical hardware and software support, end-user assistance and capacity building of in-country team members. You are both organised and a creative solution finder with attention to detail. You have experience working with people from different environments with varied technical abilities and the ability to support across these. You are pro-active member of the team, that can pre-empt, recognise and resolve issues as required. You have the necessary skills to support across IT and Operational in-country teams and excellent communication skills enabling you to resolve even complex issues through remote support.

This role will be required to remotely support in-country IT teams when but not excluded to configuring the mobile device management (MDM) and mobile data collection (MDC) software on to devices. This will include delivering training and support sessions to in-country staff remotely and/or on location. You will also need to ensure that requests for support are logged and actioned appropriately and in the required time frame. You will pro-actively ensure users are kept informed of action being taken and can follow up as required to ensure issues are resolved.

Key Responsibilities

• Develop expertise in CommCare MDC platform and complimenting software including MDM tools
• Configure software in accordance with MSI standards
• Support in-country teams to deploy MDM and mobile platform software, including identifying key stakeholders in country programs, developing detailed roll-out plans, and manage ongoing reviews of processes and use
• Remotely and/or on location train in-country teams on the platform and MDM management
• Develop manuals/training materials and and update documentation, as required
• Build and maintain technical relationships with MDM and MDC 3rd party vendors
• Create and maintain software knowledge base to aid support call resolution
• Set up any other software deemed necessary for the implementation
• Ensure MSI’s best practices around security are configured and enforced
• Assist in-country teams in identifying ‘best fit’ hardware
• Support the test team in User Acceptance Testing (UAT) for upgrades and future enhancements
• Respond to requests for support by identifying, registering and categorising incidents
• Responsible for onboarding new users, setting up their profiles and making sure all details are set-up correctly.
• Produce statistics and reports as required
• Contribute to the development of standards, processes and procedures
• Carry out any other duties deemed necessary by the business and project team
• Potential for International travel

Skills and Experience (essential/ desirable)

Qualifications

• Degree in MIS, IT or any other numerate discipline
• ITIL Foundation Certification or above (desirable)

Experience/Knowledge

• Experience in setting up and managing technology in remote areas
• Experience in change management and project management
• Experience in presenting to and persuading diverse audiences, and in delivering training to users
• Experience of distance collaboration with colleagues in other countries
• Experience handling multiple and short duration deployments at the same time
• Experience with MDM technologies and Mobile Application Deployment Management (MADM) for Android devices (desirable)
• Experience with CommCare or similar platform (desirable)
• Experience in managing mobile applications (desirable)

Skills

• Good communication, logical thinking and decision making
• Excellent problem solving abilities
• Strong teamwork and interpersonal skills and ability to communicate with all management levels
• Hands on approach and the ability to go the extra mile
• Excellent customer service skills
• Ability to meet deadlines and work in a fast-paced environment
• Ability to explain technical concepts to non-experts
• Numerate, articulate and analytical with attention to detail
• Excellent verbal and written communication skills
• Working knowledge of Miradore MDM and Dimagi CommCare application (desirable)
• English speaking (essential)
• French speaking (highly desirable)

Personal Attributes

• Proactive and practical approach to work, with a ‘can do’ attitude
• Passionate for both service delivery and personal self-development
• Dynamic, creative individual with the ability to show initiative
• Flexible and adaptable, able to thrive in difficult/complex environments
• Committed to keeping up to date with relevant technologies, backed up by recent technical certifications (desirable)
• Able to work without direction to achieve results
• Able to prioritise workload
• Able to communicate effectively with both technical and non-technical colleagues
• Strong time keeping and time management
• Strong team player
• Ability to travel
• Strong commitment to the vision and goals of Marie Stopes International
• Pro Choice