Junior User Support Officer - Ethiopia

Job Description

Simprints is a nonprofit tech company with a mission to radically increase transparency and effectiveness in global development. We build ethical, inclusive digital ID powered by biometrics to verify that health, aid, and services truly reach people. Simprints partners with organizations like Gavi to boost immunization rates in developing countries, Ministries of Health like Ghana on pandemic response, and NGOs like BRAC to deliver maternal healthcare. Studies have shown Simprints increases impact through real-time, precision data, for example increasing maternal health visits by 38% in Bangladesh or accurate HIV tracing by 62% in Malawi. Today we’ve worked in over 17 countries helping deliver health, aid, and finance to >2.5M people. Our goal is to transform the way the world fights poverty, ensuring that every vaccine, every dollar, and every public good reaches the people who need them most.

About the Role

To support country projects to achieve their objectives in Ethiopia, Simprints seeks a dedicated and proactive Junior User Support Officer to join our team in Addis Ababa, Ethiopia. In this role, you will work closely with the implementation partners, government and Simprints and will be responsible for providing comprehensive user support for Simprints' biometric solutions implemented in local projects. This will involve traveling to remote health posts to support and train health workers who are the front-line users of Simprints technology, whilst also providing project support on all reporting, troubleshooting, and analytics requirements.

Department Overview

Primary Function: The Delivery team at Simprints is responsible for the successful implementation of our biometric solutions in the field. They work closely with partners and internal teams to ensure projects are executed smoothly, meeting both technical and operational requirements to deliver maximum impact.

Key Goals:

• Ensure successful implementation and execution of biometric projects in the field.
• Collaborate with partners and internal teams to meet project goals and timelines.
• Continuously improve delivery processes to maximize efficiency and impact.

The geographical scope of this engagement

The consultant will be required to travel within the districts in the SNNPR, Sidama, Amhara Oromia regions and other project-required regions.

Duration of the assignment

• This assignment is for an initial period of 12 months.
• Salary of 100k Birr per month - paid in local currency

Requirements

• User Support: Serve as the primary point of contact for end-users (health extension workers or front-line workers) of Simprints' biometric solution. Provide hands-on support, troubleshooting, and training to ensure optimal utilization of the technology.

• Project Performance: Monitor usage and performance, identify and coach low-performing users, and in collaboration with our partner, carry out targeted field support visits to sites with low-performance
• Technical Assistance: Collaborate closely with Simprints' team to resolve user issues promptly and effectively. Escalate technical challenges to Simprint’s Project Manager as needed and follow up to ensure timely resolution.
• Documentation and Reporting: Maintain accurate records of user feedback, support requests, and resolutions. Generate regular reports on user support activities, including trends, challenges, and recommendations for improvement.
• Data Management: Support our implementation partners and government organizations in managing their data platform - SurveyCTO and CommCare. Act as a liaison with Simprints' internal team to address any data-related issues or concerns effectively.
• Community Engagement: Foster positive relationships with project stakeholders, including implementing partners, local supervisors, and MoH focal point. Gather feedback from end-users to inform product development and enhancement efforts.

Skills

• Knowledge in data collection systems. You have a basic background in mobile data collection.
• Good analytical skills: You have experience digging into and making meaning from qualitative and quantitative data. You understand privacy and information management ethical concerns and are able to manage information management activities within ethical guidelines.
• Strong training skills. We work across multiple sectors with a variety of stakeholders. It is crucial to tailor training to audiences of varying technical literacy levels for a number of different use cases and workflows. You are comfortable conducting in-person training in resource-limited settings.
• Technical capabilities in troubleshooting and configuration. As we work on mobile data collection tools with biometrics you are expected to manage technical issues that may arise while end users use the platforms.
• Attention to detail and proactive implementation. Global development work is complex and unpredictable. To proactively anticipate risks, assess implicit requirements on top of contractual deliverables, and successfully meet ever-changing needs, you need to be able to translate a high-level idea into concrete, detailed action steps and documentation.
• Excellent stakeholder management and communication skills. You are empathetic and seek to understand different perspectives,bring clarity to ambiguous or ill-defined needs, can negotiate diplomatically, and influence across stakeholder groups to secure buy-in and alignment .
• Time management. You are organized, process-oriented, and attentive to following through on planned tasks and activities. You know how to allocate and shift resources to support team members as needed, ensuring project deliverables are met on time and on budget.
• Familiarity with community organizing: You've done grassroots organizing work yourself, or you've worked closely with on-the-ground movement builders to support and facilitate their work.
• Language & communication: Excellent verbal and written communication skills in English with experience in influencing advocacy. They are expected to be multilingual and can speak at least 1 local language in projects they are managing. If required, he / she should be open to learning a new language.

Nice to have but not required

• Experience configuring or implementing data collection platforms: such as DHIS2, CommCare, SurveryCTO, ODK and/or other technology platforms commonly used in global development. You are knowledgeable about, have designed, or implemented workflows common among frontline workers in development programs (e.g. health care, aid distribution, research, education).
• Understanding of technical concepts. You are able to understand at a high level the technical elements of desktop, mobile and cloud software services and applications with a specific emphasis on data concepts. You should also be able to create data flow diagrams and understand privacy impact assessments.

Minimum experience and Qualification

• 2-3 years of experience
• Must have a university degree in management information system, IT, health informatics, project management and management or any other related discipline with CGPA (Cumulative Grade Point Average) > 3.0.
• Preference given to candidates with experience volunteering for non-governmental organizations (NGOs) or in community service roles.
• Willingness to live and work in Wolaita Zone, Sodo and other required regional cities