Support Analyst (French Speaking) - The Task Force for Global Health

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Description

This position is contingent upon the continued availability of funding and program needs. The Task Force for Global Health offers a hybrid, flexible work schedule.

 

Based at the Task Force for Global Health in Decatur, GA, and affiliated with Emory University, the Neglected Tropical Diseases Support Center (NTD-SC) aims to optimize operational research andsurveillance to eliminate neglected tropical diseases which threaten the lives and well-being of millions of people in some of the world’s most marginalized communities. This work, conducted in close coordination with partners, addresses challenges facing each phase of the programs targeting the Neglected Tropical Diseases (NTDs): effectively scaling up to reach those at risk, successfullyscaling down when their goals are reached, and finally sustaining the reductions achieved in disease prevalence. The NTD-SC hosts the secretariat for the Coalition for Operational Research on NTDs(COR-NTD), a global partnership focused on supporting this research agenda. The NTD-SC is actively pursuing an expanding portfolio focused on providing important services and support to theNTD community.

 

The Support Analyst is responsible for providing support to users of a DHIS2-based information system for neglected tropical diseases (NTDs). This includes managing a Jira Service Management help desk, making contributions to a Confluence knowledge portal, training system users, and supporting enhancement of the system.

 

KEY RESPONSIBILITIES:

• Analyzes, codes/configures, and tests applications.
• Assists in developing applications specifications.
• Implements developed applications and provides customer support of applications.
• Performs other related duties as required.

User support (40%):

• Triage support requests upon receipt and take action in accordance with defined workflows
• Troubleshoot and respond to low- and medium-complexity user support requests;
• Escalate high-complexity issues, and monitor and communicate progress towards resolution
• Monitor workflows to ensure timely resolution of tickets in accordance with defined timelines or service level agreements (SLAs)
• Provide real-time virtual assistance for users, including during weekly office hours
• Provide regular status reports of issues to team
• Analyze records and logs to spot underlying trends and potential issues; communicate to Data Analytics Center team
• Contribute to delivery of trainings to NIS users and development/revision of training materials
• Produce and update knowledge products (job aids, workflow diagrams, SOPs, etc.)

Maintain NIS user support systems (25%):

• Configure, maintain and administer Smartsheet and Atlassian tools (Jira, Confluence, Bitbucket), including a user support ticketing system
• Facilitate harmonization of support ticketing system with enhancement and support request tracking system
• Contribute to work plans for addressing enhancement requests
• Use a REDCap system to obtain signed data sharing agreements from all system users; review status of data sharing agreements on a periodic basis and follow up with partners as needed
• Manage support email address

Support system use and enhancements (25%):

• Establish and manage user accounts in DHIS2
• Manage user groups and permissions in DHIS2
• Contribute to development of testing plans for system enhancements, participate in or facilitate testing of new features as required 
• Manage enhancement and support request tracking system and develop work plans for addressing low- to moderate-complexity enhancement requests

Other Duties as Required (10%):

• Support translation of system metadata from English to FrenchProvide support for knowledge management (e.g., shared Google drive management, knowledge portal)
• Participate fully as a member of the Task Force for Global Health by contributing, assisting and participating in projects, activities, and initiatives as requested by Task Force management
• Participate in relevant Communities of Practice
• Assist Director of Data Analytics with special projects as necessary

Travel (10%):

• Up to 10% domestic and international

MINIMUM QUALIFICATIONS:

• A bachelor's degree and two years of information technology experience, OR an equivalent combination of education, training, and experience.