The Ugandan Jobline

 

Job Title:    Project Support
Administrator E.A

Organization:  Nilecom
Ltd

Duty Station:  Kampala,
Uganda

 

About US:

Nilecom Ltd, one of
the biggest franchisees/dealers for MTN Uganda Ltd which is itself Uganda’s
leading telecommunications company, with products like Simpacks, mobile phone
airtime, mobile phone handsets, fixed lines, internet and mobile money.

 

In partnership with
Mezzanine a South African-based company that has designed and built digital
technology solutions for its clients in the agricultural and healthcare spaces
across Africa since 2012 seeks to hire a competent project support administrator
who will coordinate, collaborate the connected farmer Uganda project intended
to improve agricultural productivity, market linkages, extension services and
access to inputs for smallholder farmers using the connected farmer platform.

 

Job Summary: The
position will require the incumbent to provide 1st and technical and
application support to our customers on various levels.

 

Key Duties and
Responsibilities:

Project Support:

·        
Ensuring
the activation and training of 1st and 2nd line support with Clients and
Partners per instance.

·        
Confirm
1st & 2nd Line Support structures in place that will be used in supporting
the project.

·        
Confirm
required solutions such as Wiki pages are in place and up to date

·        
Contact
identified target clients and identify reasons for low adoption of support
system.

·        
Build a
relationship with client/support champions.

·        
Improve
client experience according to identified challenges and understand how to
channel the issues to the relevant support level.

·        
Conduct
on-site training for support champions on support processes, protocols, and
solutions.

·        
Provide
support for client and staff throughout and all associated systems, respond to
and help resolve user issues on a day to day basis via the Zendesk Support Desk
also Provide Support for product implementation.

·        
Assist
in the preparation of training and presentation material.

·        
Assist
in the coordination and planning of training days and Creating and amending
templates and new documentation for users.

Reporting:

·        
Monitoring
and Managing East Africa projects, providing updates on existing projects to
the product owners and Product Management team by being able to share lessons
learned from the previous experience as part of;

o   Solution Adoption Statistics

o   Web user logins/activity (per product criteria)

o   Mobile app user
logins/activity (per product criteria)

o   Client
performance basing on the activities

o   JIRA ticket and
ZenDesk summary report

·        
Improving
recommendations on improving solution and adoption.

·        
Support
line status update per instance on wiki upon any changes.

·        
Documenting
of the best practices to improve the solution on wiki.

Deployment:

·        
Assist
with deployment and procurement responsibilities and information gathering that
will be used in the deployment.

·        
Work
with the Deployment Manager to ensure ad hoc responsibilities for the device
are sorted before training.

·        
Confirm
readiness for deployment with the client.

·        
Assist
in Install and enroll applications on the project-specific devices and
distribution

·        
Assist
in completing the asset allocation register

·        
Support
instance configuration as per the client operations

Adoption

·        
Support
the quality of training provided for Mezzanine application deployments.

o   Provide training
manuals that can be used as a reference point

·        
Improve
the level of solution adoption post-deployment

o   Following up on
the performance in the application and client on a daily basis

·        
Assist
with deployment and procurement responsibilities for smooth adoption of our
solution

·        
Improve
the usability of the solution/application based on client feedback

o   Provide weekly
report on adoption

Project Management

·        
Keeping
to Timelines – deadline orientated for the deliverables assigned to you on the
project by updating on Mavenlink

·        
Milestone
tracking – keep milestones visible for all relevant parties by providing an
update on every task

·        
Support
in identifying risks – early identification of risks that may affect the
outcome of the project and its adoption

·        
Support
in alignment with the project kickoff and Deployment

·        
Follow
up with the relevant stakeholders involved in the project for any update that
can improve both adoption and project ongoing activities.

General Duties:

·        
Assist
all users on supported software and computing platforms to the best of his/her
ability, in a professional and courteous manner

·        
Log User
Service Requests all other helpdesk interactions

·        
Respond
to requests for technical assistance in person, via phone, electronically

·        
Diagnose
and resolve technical, hardware, and software issues raised by users

·        
Manage
service requests according to Service Level Agreements, Severity, and Priority

·        
Follow
standard help desk procedures

·        
Assign/escalate
problems to the appropriate resource

·        
Track
service requests and document resolutions

·        
Prepare
activity reports

·        
Stay
current with system information, changes, and updates

·        
Assist
in the creation of educational material (including manuals and movie clips)

·        
Support
the colleagues with any work-related tasks and issues that may arise

 

Qualifications, Skills and Experience:

·        
Essential:
Degree or equivalent qualification in Project Management.

·        
Essential:
Minimum three years of experience as a Project Manager.

·        
Essential:
Exposure to IT solutions like Zendesk Support Desk, Wiki Pages, solution
Adoption Statistics like

o   Web user
logins/activity (per product criteria)

o   Mobile app user
logins/activity (per product
criteria)

o   Client
performance basing on the activities

o   JIRA ticket and
ZenDesk summary report

·        
Ability
to conduct successful training sessions.

 

Behavioural Competencies:

·        
Proficiency
in Microsoft Office applications.

·        
Strong
analytical and reporting skills.

·        
Creative
and enthusiastic

·        
Excellent
verbal and written communication skills.

·        
Presentation
skills.

·        
Customer
Relationship Management skills

·        
High
level of commitment to duty and discipline.

·        
Honesty,
high integrity, respectful, transparent

 

How to Apply:

If you believe you
match the requirements listed above, please deliver your resume (CV), copies of
certificates, references, and cover letter not more than 250KB to
careers@nilecom.co.ug with the job role clearly indicated in the email subject
line.

 

Deadline: Tuesday, 24^th November 2020 by 05:00
pm.

 

NB: Only
short-listed candidates will be contacted.

 

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