Grameen Foundation (GF) helps the world’s poorest people reach their full potential, by connecting their determination and skills with the resources they need.  In Ghana, Grameen Foundation develops mobile phone based solutions to strengthen health care delivery and improve health behaviors, particularly for the rural poor, and is starting up a new program that will use mobile phones to help smallholder farmers improve their efficiency and productivity.

JOB SUMMARY & KEY PRIORITIES:

This position will be responsible for providing technical support on Grameen Foundation’s mAg technology platform to client organizations under the New Alliance for Food Security’s ICT Challenge project.  The Specialist, Technical Support, will work closely with the Technology Innovations Manager to implement the ICT Challenge project, a USAID initiative focused on providing ICT support to accelerate the adoption of new technologies that will yield food security and nutrition crops. The Specialist will train and support client organizations on how to use and manage Grameen Foundation’s suite of mobile tools and accompanying web-based system, configure accounts and mobile equipment, and conduct troubleshooting activities to support the deployment of the tools. The Specialist will be a critical team-member in delivering a scalable suite of ICT-based services that will enable extension networks, input suppliers, and other value chain players to reach Ghanaian farmers with critical information on new agriculture technologies and promote their adoption and correct use in specific value chains such as maize, rice, sorghum, cassava, yam, and cowpea.

KEY RESULTS:

This role is accountable for technical aspects of the project related to hardware, support, and training on mobile applications and the technology platform. The Specialist will work closely with the Software Developer and Technology Innovations Manager, to ensure the highest level of customer support and service and deliver against deadlines, service level agreements, and internal/external partner requirements.  He or she will be accountable for:

•   Procuring, configuring, managing, and maintaining all project (excluding IT related) equipment, including

1) Evaluating, testing, and recommending different mobile devices
2) Identifying technology vendors and procuring mobile devices
3) Configuring phones and setting up users and groups in Salesforce;
4) Overseeing equipment repair and maintenance

•   Developing and implementing support processes and systems, including

1) Developing a case management system to track and close support incidents and technical issues;
2) Creating and implementing system for tracking inventory;
3) Creating a system for providing mobile device support in field (i.e. spare phones)
4) Doing remote troubleshooting with end-users, including extension agents and partner staff to resolve equipment and mobile application issues and file bug reports and escalate to software developers as needed

•   Developing reference and training materials on mobile applications and back-end system (based on Salesforce), including reporting, content management, survey builder, and performance management functionalities
•   Configuring back-end client accounts
•   Training clients on the technology platform and extension workers on mobile devices

REQUIRED KNOWLEDGE SKILLS AND ABILITIES:

•   Demonstrated ability to effectively manage and execute software application implementations at customer site (strong project management, client management, training, with full implementation lifecycle) with limited supervision
•   Strong technical skills and solid understanding of SQL
•   Strong execution skills, and ability to overcome and work around operational obstacles
•   Excellent intrapersonal skills with proven experience training and supporting diverse clientele on technology implementations
•   Ability to read and understand data models and relational databases, and familiarity with web technologies
•   Strong passion for trouble shooting technical issues
•   Process oriented and systems thinker who can set up support systems as well as implement them
•   Ability to analyze data, identify issues and recommendations, and work with stakeholders to get decisions in a timely manner
•   Understanding of the local context and needs and challenges facing the rural poor

Qualification Required & Experience

•   Degree in engineering, computer science, systems administration, or related field
•   Advanced degree in computer science or related field, a plus
•   At least 5 years of previous experience implementing software/technology products or hosted services at client sites
•   Experience with SalesForce.com a plus
•   Experience providing remote support and deploying mobile applications a plus

ADDITIONAL COMMENT

The above job description is not intended as, nor should it be construed as, exhaustive of all responsibilities, skills, efforts, or working conditions associated with this job.

Reasonable accommodations may be made in appropriate circumstances to enable qualified individuals with disabilities to perform the essential functions of this job.

Location: Accra

How To Apply For The Job

Interested applicants should submit the following documents in addition to a cover letter:

•   Detailed Curriculum Vitae stating current and latest posts  (WITH DATES) as well as summary of job responsibilities
•   Certifies photocopies of relevant certificates of highest academic qualification
•   Names, e-mail addresses and  telephone numbers of three (3) Referees (work-related)
•   Applications should reach the following address not later than November 30,2014

Ana Herrera:  aherrera@grameenfoundation.org

Closing Date: 15 December, 2015

INDICATE POSITION YOU ARE APPLYING FOR IN THE SUBJECT LINE.