Digital Solutions Global User Support Specialist

About the role

CIMMYT is hiring a Digital Solutions Global User Support Specialist in Nairobi (Westlands). The role provides technical and functional support to users of the Enterprise Breeding System (EBS) and related digital solutions, helps users adopt and use the systems, and supports data management and migration of breeding data.

Key responsibilities

• Provide responsive technical and functional support to resolve queries, system issues and service requests, and follow up on reported issues until resolved.
• Maintain records of support requests, resolutions and recurring issues to support service monitoring and continuous improvement.
• Facilitate onboarding of new and existing breeding program users, guide them through features and workflows, and monitor adoption challenges.
• Support the configuration and implementation of digital solutions to breeding program requirements and workflows.
• Support the organization, curation, validation and maintenance of breeding data, and assist in migrating data to approved digital platforms while checking data quality.
• Deliver training and user enablement sessions, develop user guides and training materials, and gather user feedback to improve training.

Required profile

• University degree or diploma in Computer Science, Information Systems, Data Management, Agricultural Informatics or a related field, or equivalent relevant work experience.
• At least 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 to diverse audiences.
• Excellent written, verbal and interpersonal communication skills.
• English proficiency is mandatory; additional languages are desirable.
• Experience with agricultural research, breeding data management systems or the Enterprise Breeding System (EBS) is desirable.

Required skills

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