PURPOSE OF POSITION:
The Technical Support & Quality Assurance Specialist will be required to provide support for both World Vision International (WVI) and the external clients for the quality assurance and testing, installation, deployment and troubleshooting, and scale the use of LMMS and supplementary technologies outside the immediate food assistance and NFI context. He/she is also expected to support other technologies that fall under the platform (such as COIN22, Mastercard Aid Network, and other Business Intelligence (BI) solutions that will be linked to LMMS).
LMMS Deployments Technical Support:
Support the WVI and external agencies in planning for new LMMS ground deployments, including identifying/verifying the equipment needs, advising on implementation timelines and handling queries on LMMS use by programme staff.
Work with Product Operations Manager for preparing baseline databases for clients, issuing correct server IDS and preparing licenses for unlocking software.
Support field based technical specialists in overseeing hardware configuration and establishing wireless connectivity issues between mobile devices and roaming servers in field operations, troubleshooting where necessary.
Ensures correct functioning of LMMS in beneficiary registration, enrolment, household updates and commodity distribution activities. Troubleshoots technical problems as they arise.
On call for troubleshooting and technical support pertaining to hardware and software related issues and/or incomplete user knowledge on system usage.
Ensure clients are performing regular backups of field data and ensure safety of data collected in field operations adherence to encrypted backup methodologies and secure local storage.
Report technical failures, help to replicate problems, and lead field installations with system upgrades/new releases.
Training & Capacity Building:
Identify appropriate training methodologies and assist in delivery of such training to WV staff and external clients on the LMMS. (Includes working with Product Operations Manager to create curriculum and working toward certification processes).
Develop and maintain content for the client support portal – videos, process documentation, assessment modules, and document best practices (how to do good registration, distribution, etc.)
Leads capacity development with field end users of the system and client’s technical appointed staff to ensure adequate coverage as LMMS deployments scale in field operations.
Leads regular technical and end user training events online when new software releases are made available.
Hold regular meetings with deployment teams to follow up on the status of the deployments.
QA/Testing and Issue Tracking:
Write test cases and execute those test cases for development releases.
Document and report technical failures to the Product Operations Manager and the development team, and help to replicate problems and resolutions.
Create/log replicable cases on JIRA and track their development and testing when developed/resolved.
Lead field staff through patch updates or correction to user behavior.
Document technical shortfalls within the existing applications (web apps and native mobile binaries).
Research, document, implement better ways to deliver updates (including new installations) to the field deployments.
Installation/Updates/Deployment Field Audits:
Installation and updates of new software updates/versions or patches.
Tracking deployment versions in all areas where the system is used, ensuring compliance to WVI’s license restrictions on the use of the software.
Educate wide stakeholders group (INGO management, donors, Private Organizations (POs), local government and the United Nations (UN) partners) on system capabilities and limitations.
Engage the current and future users to understand programming gaps outside food assistance and NFI distributions where LMMS use can be expanded.
KNOWLEDGE, SKILLS & ABILITIES:
A bachelor’s degree in related technical field is preferred. At a minimum a technical proficiency for troubleshooting, network set ups and software installations should exist.
Evidence of having performed IT troubleshooting with end users.
Evidence of training and supporting clients on how to use computer based systems.
Basic knowledge of databases.
Comfortable with the Windows Operating system. Comfortable learning new software (from a user perspective).
Active use of mobile technologies (Android tablets or phones).
Substantial exposure to humanitarian commodity and aid assistance business processes.
Good written and oral communication skills; strong communication skills to interact with all levels of staff and management.
HEAT certification preferred.
Preferred Skills, Knowledge and Experience:
Prior knowledge of LMMS is preferred.
Strong sense of achieving client satisfaction needed.
Knowledgeable the humanitarian industry and how humanitarian interventions should be organized and implemented.
Ability to set up and manage WiFi network connections between devices and to troubleshoot connection issues. Basic networking skills.
Ability to troubleshoot IT problems – both hardware and identify software failings. Aware of how to log, track and systematically troubleshoot IT issues.
Prior experience in the humanitarian industry.
Willing to travel to remote and difficult locations for deployments.
The position requires ability and willingness to travel domestically and internationally up to 50 % of the time.