Senior Digital Solutions Support Analyst

Job Posting Organization:
CIMMYT is a cutting-edge, non-profit, international organization dedicated to solving tomorrow’s problems today. Established to improve the quantity, quality, and dependability of production systems and basic cereals such as maize, wheat, triticale, sorghum, millets, and associated crops, CIMMYT focuses on applied agricultural science, particularly in the Global South. The organization builds strong partnerships to enhance the livelihood trajectories and resilience of millions of resource-poor farmers, while working towards a more productive, inclusive, and resilient agrifood system within planetary boundaries. As a core CGIAR Research Center, CIMMYT is part of a global research partnership aimed at reducing poverty, enhancing nutrition" style="border-bottom: 1px dotted #007bff !important;">food and nutrition security" style="border-bottom: 1px dotted #007bff !important;">security, and improving natural resources. The organization operates in multiple countries, focusing on agricultural research and development.

Job Overview:
The Senior Digital Solutions Support Analyst position is part of the Breeding Innovations & Services Digital Solutions (BIS DS) Global User Support (GUS) team at CIMMYT. This role is crucial in supporting CGIAR and NARES customers in the effective use and adoption of the Enterprise Breeding System (EBS) and related digital solutions. The analyst will work closely with global teams to resolve technical issues, support data management, facilitate user onboarding, and deliver training. The position aims to strengthen the effective use of digital tools in agricultural research, ensuring that users can maximize the benefits of these technologies in their work. The analyst will be responsible for providing high-quality customer support, ensuring user satisfaction, and contributing to the continuous improvement of digital solutions.

Duties and Responsibilities:
The duties and responsibilities of the Senior Digital Solutions Support Analyst include:

• Customer Support and Service Excellence: Provide responsive technical and functional support to users of the Enterprise Breeding System (EBS) and related digital solutions, ensuring timely resolution of queries and service requests. Monitor and follow up on reported issues, maintaining records of support requests and resolutions to support service monitoring and continuous improvement.
• User Adoption and Onboarding: Facilitate the onboarding of new and existing breeding program users to EBS, ensuring smooth implementation and effective system utilization. Support the configuration of digital solutions to meet breeding program requirements and guide users through system features and workflows.
• Data Management and Migration Support: Assist in the organization, curation, validation, and maintenance of breeding data within data management systems, ensuring data accuracy and accessibility. Support the migration of breeding data to approved digital platforms and conduct data quality checks to improve reliability.
• Customer Capability Development: Deliver training and user enablement sessions to EBS users, develop user guides and technical documentation, and facilitate knowledge transfer to reduce dependency on direct support. Gather user feedback to improve training materials and support approaches.

Required Qualifications:
The required qualifications for the Senior Digital Solutions Support Analyst position include: A university degree or diploma in Computer Science, Information Systems, Data Management, Agricultural Informatics, or a related field, or equivalent relevant work experience. A minimum of three (3) years of experience providing application support, customer support, or implementation services for data management systems or related digital platforms. Proficiency in using service management and collaboration tools such as Jira Service Management, Jira, Confluence, and remote support technologies. Demonstrated ability to deliver user training, system demonstrations, onboarding activities, and technical documentation for diverse audiences. Excellent written, verbal, and interpersonal communication skills, with the ability to build productive relationships with stakeholders from diverse cultural and organizational backgrounds. Experience working with agricultural research, breeding data management systems, or the Enterprise Breeding System (EBS) is desirable.

Educational Background:
Candidates must possess a university degree or diploma in Computer Science, Information Systems, Data Management, Agricultural Informatics, or a related field. Alternatively, equivalent relevant work experience may be considered in lieu of formal education. This educational background is essential to ensure that the candidate has the necessary technical knowledge and skills to perform effectively in the role.

Experience:
The position requires a minimum of three (3) years of experience in providing application support, customer support, or implementation services for data management systems or related digital platforms. This experience should include working with service management and collaboration tools, as well as delivering user training and technical documentation. Familiarity with agricultural research and breeding data management systems is considered an asset.

Languages:
Proficiency in English is mandatory for this position, as it is essential for effective communication and documentation. Additional languages are desirable to support multilingual training, documentation, and user support activities, enhancing the ability to cater to a diverse user base.

Additional Notes:
This is a Locally Recruited Staff (LRS) position with CIMMYT. The organization offers a competitive remuneration package commensurate with experience and qualifications. Employment contracts are issued under ICRAF in compliance with Kenyan labor law. Locally recruited staff are eligible for a non-contributory pension scheme, comprehensive medical insurance, paid annual and statutory leave, and learning and development opportunities in line with CIFOR-ICRAF policies. The appointment will be for a period of two (2) years, inclusive of a six-month probationary period, with the possibility of extension contingent upon performance, continued relevance of the position, and available resources. The duty station will be in Nairobi, Kenya.