Senior Digital Solutions Support Analyst (Locally Recruited)

About the role

CIMMYT is looking for a Senior Digital Solutions Support Analyst to join the Breeding Innovations & Services Digital Solutions (BIS DS) Global User Support (GUS) team. The position supports CGIAR and NARES customers in using and adopting the Enterprise Breeding System (EBS) and related digital solutions, resolving technical issues, supporting data management, facilitating user onboarding and delivering training. It is a locally recruited staff position based in Nairobi, Kenya.

Key responsibilities

• Provide responsive technical and functional support to users of the EBS and related digital solutions, and supervise and follow up on reported issues and service requests.
• Investigate user challenges, manage records of support requests and resolutions, and coordinate with technical teams to improve system reliability.
• Coordinate onboarding of new and existing breeding program users, support configuration and implementation of digital solutions, and guide users through features and workflows.
• Monitor adoption challenges and coordinate interventions to improve uptake of digital solutions.
• Support organization, curation, validation and maintenance of breeding data, assist in migrating data to approved digital platforms, run data quality checks and co-author documentation of data management procedures.
• Plan, lead and deliver training and user enablement sessions, develop user guides and training materials, and gather user feedback to improve learning materials.

Required profile

• University degree or diploma in Computer Science, Information Systems, Data Management, Agricultural Informatics or a related field, or equivalent relevant work experience.
• Minimum three years of experience providing application support, customer support or implementation services for data management systems or related digital platforms.
• Demonstrated ability to deliver user training, system demonstrations, onboarding and technical documentation for diverse audiences.
• Excellent written, verbal and interpersonal communication skills.
• Mandatory English proficiency; additional languages are desirable.
• Experience with agricultural research, breeding data management systems or the EBS is desirable.

Required skills

• Service management and collaboration tools such as Jira Service Management, Jira and Confluence.
• Remote support technologies.

What we offer

• Remuneration commensurate with experience and qualifications.
• Non-contributory pension scheme and comprehensive medical insurance.
• Paid annual and statutory leave.
• Learning and development opportunities.
• Two-year appointment including a six-month probation, with possible extension depending on performance and resources.