Systems Support Specialist

JOB DESCRIPTION

Role:

Systems Support Specialist

Location:

Dar es Salaam, Tanzania

Position Category:

Local hire, paid in country

Posting Date:

January 23, 2025

Deadline Date:

January 31, 2025

Starting Date:

January 23, 2025

Salary:

Commensurate with experience and location

PROJECT OVERVIEW

The purpose of the USAID NextGen Ugavi Bora, Afya Bora activity is to strengthen Tanzania’s public health supply chain and pharmaceutical services, ensuring sustainable access to and appropriate use of safe, effective, quality-assured, and affordable health commodities. The activity focuses on developing local systems, institutions, and individual capacity to manage supply chains sustainably and strengthen pharmaceutical management systems, including quality pharmaceutical services and regulatory systems.

JOB SUMMARY

The System Support Specialist will play a pivotal role in supporting the rollout and ongoing operation of Supply Chain Information Systems (eLMIS and related applications). The specialist will provide expert-level support to end users, ensure data accuracy, manage system updates, and enhance supply chain efficiency at all levels. The role reports directly to the Business Analyst within the Supply Chain Information System & Data Management (SCIS & DM) team.

RESPONSIBILITIES

End-User Support & Training:

• Provide high-quality Level 1 and Level 2 support for eLMIS users, including health facilities, CHMTs, RHMTs, and Ministry of Health staff.
• Conduct user training and capacity building to ensure effective data entry, system updates, and reporting adherence.
• Offer hands-on, remote, and on-site technical assistance to resolve issues promptly.
• Monitor support tickets and ensure timely resolution per SLAs.

System Administration & User Management:

• Collaborate with the Ministry of Health (MOH) to manage user roles, permissions, and secure system access.
• Ensure health facility data in eLMIS is up-to-date and accurate for reporting and analytics.
• Monitor system performance and report downtimes to the technical team.

Data Quality Assurance & Reporting:

• Investigate and address data quality issues, working with MOH IT teams and regional health management teams.
• Provide feedback to users on data discrepancies and implement corrective measures.
• Analyze supply chain data for reporting, highlighting trends, gaps, and root causes.
• Prepare reports on system performance, data accuracy, and training effectiveness for stakeholders.

Bug Tracking & System Maintenance:

• Document and track system bugs, errors, and enhancement requests using Jira or similar tools.
• Test and verify fixes for reported issues before rollout.
• Review system updates and patches, providing necessary training for new features.

Collaboration & Stakeholder Engagement:

• Work closely with eLMIS development and technical teams to incorporate user feedback in system updates.
• Engage with MOH, MSD, and other stakeholders to maintain high adoption rates.
• Act as a liaison between users and technical teams to address operational needs.

Continuous Improvement & Capacity Building:

• Identify opportunities for system enhancement and support optimization.
• Conduct regular training sessions, workshops, and webinars to update users on system functionalities.
• Develop training materials, user manuals, and system documentation aligned with global public health supply chain standards.

Other Duties:

• Provide backup support for other Supply Chain Information Systems (e.g., Epicor 10, GotHOMIS, AfyaCare, DHIS2).
• Perform additional duties assigned by the supervisor or project management team.

QUALIFICATIONS

Education:

• Diploma in Information Technology or a related field focusing on information systems and data management.
• Public health or logistics professional with at least two years of data management experience.

Experience:

• Strong understanding of Supply Chain Information Systems (e.g., eLMIS, Epicor 10, mSupply) with data management expertise.
• At least two years of experience in logistics, supply chain management, or public health commodities management.
• Familiarity with Jira or similar tools for issue tracking.
• Experience with the Government of Tanzania, NGOs, and USAID-funded projects preferred.

Skills and Attributes:

• Proficiency in both written and verbal English and Swahili.
• Strong communication skills and ability to liaise with technical and non-technical stakeholders.
• Proficiency in data analysis and preparation of supply chain reports.
• Experience providing end-user support with help desk services.
• Proficiency in office applications (Word, PowerPoint, Excel).
• Ability to work independently and collaboratively as a team player.

APPLICATION PROCESS

Qualified candidates should submit their resumes and cover letters online by January 31, 2025.

Note:

• No phone calls.
• Principals only.

JSI is an Equal Opportunity Employer

JSI is committed to workplace diversity and ensuring equal employment opportunities for all applicants. This includes protecting individuals’ rights without regard to age, race, religion, gender, disability, or any other legally protected status.