Reporting to the Stakeholder and Capacity Building Lead, the HIS Implementation Support Specialist will support to define requirements for capacity building materials for KenyaHMIS products, develop new and update existing capacity building materials and conduct capacity building activities to all KenyaHMIS stakeholders. He/she will provide structured support to end user and emergency support to technical HIS support teams as envisioned in the Service desk concept, maintain the Service desk in a functional state to receive feedback from HIS users through toll- free call center, and facilitate access through Jira Service Desk and email and remote log-in of user issues, maintain an up-to date contact list of technical teams who can log in issues and user feedback through JIRA Service Desk, respond to questions and other issues raised by users through the Service desk system within the time specified in the project charter and keep the users informed of the state of their concerns, analyse user reported issues and escalate as appropriate, maintain and bi-directional linkage between Service desk system and JIRA, prepare reports on the performance of the Service and user Uptake of Service desk and capacity building activities.
Minimum Qualifications
BSc. in Computer Science, Information Technology or a related field;
Knowledge of various HIS products i.e. Electronic Medical Record, National Data warehouse and e-HTS mobile applications;
Basic computer hardware and software troubleshooting;
Must understand basic networking fundamentals;
Understanding of capacity development and adult-learning principles;
Experience with at least one DBMS i.e. PostgreSQL, MySQL and MS SQL Server or other relational databases.
Required Experience
Proven experience and familiarity with MOH/GOK health information systems;
2+ years’ experience supporting Windows and Linux based environments;
A minimum of 5 years’ experience providing direct technical support in implementation of health informatics platforms with specific experience in HIV related projects;
Experience working with the ministry of Health or USG implementing partner at the National, County or at the facility level;
Working knowledge of a range of software and hardware diagnostic tools;
Experience working with service desk best practices;
Experience in the national HIV reporting tools (Care and Treatment, PMTCT, TB, MCH and HTS).
Responsibilities
1. Capacity building responsibilities:
In consultation with capacity building lead, provide targeted capacity building support to identified service delivery partners from time to time;
Provide remote on-demand OJTand capacity building support to HIS users/ partners on various HIS products;
Participate in the development and review of training materials (SOPs, Job Aids, Training manuals etc.);
Participate in the development and review of the Knowledge-based content and FAQs repository;
Responsible for identification, mentorship and recognition of EMR and DWH champions;
Document issues from the service desk, triage and identify patterns that will inform capacity building interventions or system improvements;
2. Service desk responsibilities
To respond and provide feedback to user issues reported via the Service desk software, email, social platforms, SMS and remote log-ins;
To triage, document in the service desk system and provide a respond to all issues received within the time specified in the project charter and keep the users informed of the state of their issues;
To provide emergency support to technical HIS support teams as envisioned in the service desk concept;
To maintain an up to date contact list of technical teams who can log in issues and user feedback through the service desk software;
Analyse user reported issues and escalate to Quality Assurance team or Capacity building team or Dev team as appropriate;
Maintain Service desk related issues in JIRA;
Prepare weekly report on the performance of the service- desk and user uptake of service desk;
Any other tasks as assigned by the team Lead – Stakeholder Engagement & Capacity building
Job Requirements
Required education
: Bachelor's degree
Required relevant work experience
: 2 years
Required languages:
English (Spoken: fluent | Written: fluent)
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