JEMS Help Desk Assistant (French)

Jhpiego is seeking a Help Desk Assistant to support its enterprise management systems.

Jhpiego is developing an enterprise program management system which will be integrated with the Jhpiego Enterprise Management System (JEMS). The systems will be used throughout the organization and developed and managed by the Information Services and Technology Support department. The core team is comprised of members from Kenya, US, and Mozambique Jhpiego offices. The team works with Jhpiego’s business units to incorporate enterprise processes in an effective and efficient software solution.

The Help Desk Assistant is responsible for support and training of the Jhpiego enterprise management system with a focus on supporting English and French speaking countries.

The nature of this work requires an individual who is service-oriented, an excellent communicator (oral and written), organized, and who can interact with diverse staff at all levels of the organization.

This position is part of the Information Services and Technology Support (ISTS) department supporting Jhpiego’s offices across Africa, Asia, and the Americas.

This position is remote, and requires up to 25% international travel.

Position reports to:  Senior Software Engineer

Positions Supervised: None

• First line of contact for all Jhpiego French and English speaking countries.
  • Ensure that all their problems are identified and resolved promptly.
  • Work with the HR in respective countries to ensure the uptake and consistent use of JEMS goes up.
  • Drafting French communication and soliciting feedback.
  • Translation of user manuals and JEMS content to French.
• Provision of first level user support to JEMS global users across different time-zones.
• Opening, categorizing and transitioning tickets to the various stages to closure in JIRA.
• Providing remote support to global users to sort out JDR related issues on their machines.
• Differentiating enhancement requests and system bugs and escalating them appropriately.
• Escalation of issues and clients' requests and follow-up as necessary.
• Providing JEMS training to new countries in a lecture/classroom/virtual setting.
• Providing remote training support to global users with Teams, Skype or other media.
• Maintaining a log or documentation of system and training gaps to help improve JEMS and JEMS training.
• Assist the developers in setup of new countries.
• Translate modules from English to French language for the entire JEMS system.
• Maintain, update, and draft user documentation in English and French to ensure appropriate end user support.
• Support 40+ Jhpiego countries
• Other duties as necessary and as assigned. 

NOTE: All staff members of Jhpiego, regardless of the level of their responsibilities are expected to:

• Model the mission and values stated above
• Participate in the business development processes
• Contribute to the knowledge sharing and transfer process
• Make responsible decisions that result in time and cost containment and clear accountability
• Participate in multiple teams, adopt team spirit, take responsibility for action items assigned and provide feedback as needed
• Multitask, be able to manage competing priorities and be able to prioritize in order to meet program and/or organizational objectives

• Bachelor’s Degree in IT, Computer Science or related field
• Minimum two (2) years’ experience in similar capacity
• Fluent in English and French (oral and written)
• Experience working on a virtual team
• Knowledge of computer operations, data analysis, database management, and technical support
• Knowledge in the use of Windows operating system
• Knowledge in the use and support of various internet browsers.
• Experience working with virtual communication tools
• Excellent organizational skills including the ability to handle a variety of assignments sometimes under pressure of deadlines.
• Excellent interpersonal and communication skills.
• Excellent communication and interpersonal skills with ability to effectively communicate with senior management, technical staff, as well as non-technical end users
• Excellent computer proficiency particularly working MS Office
• Be of high integrity and have a sense of confidentiality
• Able and willing to work outside of prescribed work hours especially during peak periods.

• Experience working in an international non-profit in Africa, Asia /Near-East, and the Americas
• Experience working on Enterprise-level IT projects
• Experience working and communicating with stakeholders at all organizational levels
• Experience working on a Global team
• Oral and written language proficiency in Portuguese and/or Spanish.
• ITIL certification
• Experience in Microsoft 365 for team collaboration and communication
• Experience troubleshooting Android, iOS, and MAC systems

Jhpiego’s Mission

Jhpiego, an affiliate of Johns Hopkins University, builds global and local partnerships to enhance the quality ––of healthcare services for women and families around the world. Jhpiego is a global leader in the creation of innovative and effective approaches to developing human resources for health.

Jhpiego’s Values

At Jhpiego we value our customers who have our respect, responsiveness, and commitment to excellence; our staff and global network of colleagues who bring cultural diversity, innovation, and a wealth of world experience; and our work culture, which is reflected in our team spirit, transparent communication, mutual respect, flexibility, and dedication.

Jhpiego offers competitive salaries and a comprehensive employee benefits package.

Please apply at www.jobs-jhpiego.icims.com

Applicants must submit a single document for upload to include: cover letter, resume and references.

For further information about Jhpiego, visit our website at www.jhpiego.org

Note: The successful candidate selected for this position will be subject to a pre-employment background investigation.

Jhpiego is an Affirmative Action/Equal Opportunity Employer

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