Summary
Date Posted: Friday, January 24 2025, Base Salary: Not Disclosed

JOB DETAILS:
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 to ensure sustainable access to and appropriate use of safe, effective, quality-assured, affordable health commodities. USAID NextGen Ugavi Bora, Afya Bora activity must work to develop the capacity of local systems, institutions, and individuals to sustainably manage supply chains, for both USAID-procured health commodities and those procured through national/local systems, and to strengthen local pharmaceutical management systems, including quality pharmaceutical services and national regulatory systems

JOB SUMMARY
The System Support Specialist will play a key role in supporting the rollout and ongoing operation of Supply Chain Information Systems (eLMIS and related applications). This position is responsible for providing expert-level support to end users, ensuring effective functionality, data accuracy, and timely implementation of system updates. The specialist will contribute to maintaining system continuity, optimizing data flow, and improving supply chain efficiency at all levels. This position will report directly to the Business Analyst within the Supply Chain Information System & Data Management (SCIS & DM) team.

RESPONSIBILITIES
The System Support Specialist will be responsible for a wide range of activities to ensure the smooth operation of eLMIS and other Supply Chain Information Systems (SCIS). Responsibilities include, but are not limited to:
End-User Support & Training:
• Provide high-quality Level 1 and Level 2 support for eLMIS users, including health facilities, Council Health Management Teams (CHMT), Regional Health Management Teams (RHMT), and Ministry of Health staff. This includes troubleshooting, issue resolution, and guiding users through complex system workflows.
• Conduct user training and capacity building for system users at all levels, with a focus on health facilities, ensuring they understand and adhere to best practices for data entry, system updates, and reporting.
• Provide hands-on, remote, and on-site technical assistance to users, ensuring that common issues are resolved promptly and that users are empowered to effectively use the system.
• Monitor support tickets, ensuring timely responses and resolution in line with service level agreements (SLAs).

System Administration & User Management:
• Collaborate with the Ministry of Health (MOH) and other stakeholders to manage user roles, permissions, and system access control to ensure secure and appropriate access to eLMIS and other Supply Chain Information Systems.
• Manage health facility data within the eLMIS system, ensuring that facility details are up-to-date and reflect accurate information for system-wide reporting and analytics.
• Monitor system performance and ensure the correct functioning of system components, reporting any system downtimes or issues to the technical support team.

Data Quality Assurance & Reporting:
• Identify, investigate, and address data quality issues raised through eLMIS and other Supply Chain Information Systems, working closely with MOH IT team, Regional and Council Health Management Teams, to implement corrective actions.
• Provide feedback to system users and health teams on data discrepancies, ensuring that corrective measures are implemented and data integrity is maintained.
• Analyze supply chain data for reporting, highlighting trends, performance gaps, and root causes. Provide actionable insights for improvement to ensure continuous system optimization and user compliance.
• Prepare comprehensive reports on system performance, data accuracy, user adoption, and training effectiveness. Share findings with stakeholders to guide system improvements and operational adjustments.

Bug Tracking & System Maintenance:
• Identify, document, and track system bugs, errors, and enhancement requests using Jira or similar bug tracking systems, ensuring proper follow-up with the technical team for timely resolution.
• Test and verify fixes for reported bugs and system updates to ensure proper functionality before rollout.
• Regularly review system updates and patches, ensuring that end users are informed and that the necessary training and support materials are provided for new features.

Collaboration & Stakeholder Engagement:
Work closely with the eLMIS development team and other technical teams to ensure that user feedback and operational needs are considered during system updates and new releases.
Engage with MOH and MSD eLMIS support team and other system stakeholders to maintain high system adoption rates and address any barriers to full system implementation and usage.
Facilitate communication between system users and technical teams to ensure that user needs are understood and addressed, improving overall system performance and user satisfaction.

Continuous Improvement & Capacity Building:
• Proactively identify opportunities for system enhancement and user support optimization to improve the efficiency and functionality of the Supply Chain Information System and other related systems.
• Foster a culture of continuous learning by conducting regular training sessions, workshops, and webinars for system users to build their capacity and maintain up-to-date knowledge of system features and functionalities.
• Prepare training materials, system documentation, and user manuals to support user onboarding and ongoing education, ensuring they are aligned with global public health supply chain standards.

Other Duties:
• Provide backup support for other Supply Chain Information Systems (SCIS) as necessary, including data integration efforts with related systems such as Epicor 10, GotHOMIS, AfyaCare, DHIS2, mSupply, and other Supply Chain Information Systems.
• Perform other duties as assigned by the supervisor or project management team, contributing to the overall success of the Supply Chain Information System implementation and support activities.

QUALIFICATIONS
Applicants for this position should be Tanzanian nationals or lawful residents who possess the following minimum qualifications:
• Diploma in Information Technology and/or other related disciplines with focus on use of information systems for data management.
• Public Health professional or logistics professional with at least two years’ experience in data management.
• Strong understanding of Supply Chain Information Systems (e.g., eLMIS, Epicor 10, mSupply) and experience in data management and analysis within logistics management information systems. .
• Experience in logistics/supply chain management and or public health commodities management.
• Proficiency with Jira or similar bug tracking tools for issue management and follow-up.
• Experience working with the Government of Tanzania and other NGOs preferred.
• Experience is providing end user support with help desk services.
• Excellent communication skills, with the ability to effectively liaise between technical and non-technical stakeholders, and proficiency in both written and verbal English and Swahili. Ability to collect, analyze, prepare and present supply chain data on health commodities
• Ability to work independently and as a team player
• Previous work experience with USAID-funded projects desirable.
• Proficiency in common computer packages (e.g. Word, PowerPoint, Excel) relevant to the work.

Job Experience: No Requirements

Work Hours: 8

Experience in Months:

Level of Education: Associate Degree

Job application procedure

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