Management Sciences for Health

Systems Support Specialist

Grade
H
Job ID
13-9856
Netherlands - Woerden
# of Positions
1
Group/Office
PHT
Dept/Unit
GEN (General)
Project/Program
A000 - None Specified
Reports To
Operations Project Manager - IT Strategy

Overview

The Systems Support Specialist provides the day-to- day operational support of the Supply Chain system in collaboration with the integration team, and other business units throughout the organization. The Specialist is responsible for monitoring system issues and working with product teams to resolve. The Specialist will be a bridge between business analyst, integration teams, and end users to help develop and test tailored solutions to improve and enhance the Supply Chain system solution. As an expert on the Supply Chain system implemented solution, the Specialist will configure or develop and document solutions as required. The Specialist will also provide backup to the Operations Analyst for general support activities. The System Integration Specialist is part of the IT Strategy-Operations implementation team and works in collaboration with the MIS Unit, closely with the Global Supply Chain project staff, and other PFSCM Units as applicable.

Specific Responsibilities

Systems Monitoring (75%)

  • Monitor and maintain the operations, resolve issues, and help develop new solutions for the Supply Chain system.
  • Troubleshoot, assign resources to resolve emerging or identified issues, and lead action teams to correct.
  • Report on a variety of metrics to system availability and support effectiveness.
  • Coordinate with development, user, and network teams to ensure systems meet capacity requirements.
  • Work with development teams to design, build, and implement application integrations.
  • Test major and minor enhancements as part of the development team and coordinate with the change manager and business analyst to support user testing.
  • Work with business analyst to document business process and requirements documents.
  • Build reports and/or data extracts to support business analysis.

Problem Resolution (25%)

  • Support development on resolving system defects, acting as liaison, and developing
  • solutions.
  • Coordinate directly with business users and business analyst to best understand and analyze
  • business specifications.
  • Conduct / triage customer support issues and assign to the appropriate team or resolve.
  • Support user base with any operational issue, including login issues, system installation, hardware, user maintenance, and system availability.

Qualifications and Experience

Education

Required:

  • Bachelor’s Degree in Computer Science, Engineering, related field, or equivalent experience.

Experience

Required:

  • 4+ years of experience supporting complex workflow driven IT systems.

Knowledge and Skills

  • Documented experience in one or more of the following
    types of systems: ERP, Web Based Transactional, Supply
    Chain, and Financial.
  • Experience providing user support, both remotely
    and in person.
  • Familiarity with agile project methodologies, database
    concepts and principles, and Java or similar language development practices and concepts.

  • Demonstrated strong analytical and problem solving skills
    and ability to follow procedures and resolve exceptions.
  • Demonstrated ability to design and document user
    focused solutions.
  • Strong organizational skills and ability to perform multiple
    tasks simultaneously, set priorities, and work in a team
    with diverse cultural backgrounds.
  • Excellent written and verbal communication and
    interpersonal skills with proven ability to understand
    customer needs and provide guidance to standard
    processes.

Competencies

  • Solution oriented with a high sense of quality, attention to detail, accuracy, efficiency, and meeting tight deadlines.
  • Team player who is also able to work independently and handle conflicting priorities while maintaining consistent, quality performance standards.

Physical Demands

  • Travel requirements: Availability to travel. Keyboard use, pulling drawers, lifting papers <10lbs.

Background Information

Management Sciences for Health (MSH), a global health nonprofit organization, uses proven approaches developed over 40 years to help leaders, health managers, and communities in developing nations build stronger health systems for greater health impact. We work to save lives by closing the gap between knowledge and action in public health. Since its founding in 1971, MSH has worked in over 150 countries with policy makers, health professionals, and health care consumers to improve the quality, availability and affordability of health services. Working with governments, donors, non governmental organizations, the private sector, and health agencies, MSH responds to priority health problems such as HIV & AIDS; tuberculosis; malaria; maternal, newborn and child health; family planning and reproductive health; and chronic non-communicable diseases such as cancer, diabetes, and lung and heart disease. Through strengthening capacity, investing in health systems innovation, building the evidence base, and advocating for sound public health policy, MSH is committed to making a lasting difference in global health.

EEO Statement

Management Sciences for Health is an equal opportunity employer offering employment without regard to race, color, religion, gender, sexual orientation, gender identity, age, national origin, citizenship, physical or mental disability, or veteran status.

Reports To

Operations Project Manager - IT Strategy
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