The Operations Analyst provides Tier1 support and local operational support to PFSCM staff. The Operations Analyst oversees all aspects of the day-to-day operations in close collaboration with the MIS team, system support staff, and other business units throughout the organization. The Operations Analyst is responsible for ensuring the availability and accessibility of core systems and resolves issues affecting their use. The Operations Analyst reports to the MIS Unit Manager and is a member of the Management Information System (MIS) Unit.
Please note: This assignment has an end date of 12/31/2018.
Tier1 and Local Operational Support:
- Participate directly in activities to administer, maintain, and facilitate MIS applications, including internal and external web sites, document management system, business intelligence system, and supporting infrastructure.
- Troubleshoot, assign resources to resolve emerging or identified issues and lead action teams to correct.
- Assume overall responsibility for the day-to-day operations of the MIS systems which includes monitoring system availability and resolving issues affecting system use.
- Conduct Tier1/Tier2 triage of customer support issues and assign to the appropriate team or resolve.
- Report on a variety of metrics to system availability and support effectiveness.
- Coordinate with development, user, and network teams to ensure systems meet capacity requirements.
- Manage and maintain user security roles for MIS systems.
- Support user base with any operational issue, including login issues, system installation, hardware, user maintenance, and system availability.
- Coordinate with hosting providers to ensure the availability of the MIS and resolve user and system issues.
- Work with product vendors to maintain system license and implement relevant upgrades.
Qualifications and Experience
Required: Bachelor’s Degree in Computer Science, Engineering, related field, or equivalent experience.
- 3-5+ years of experience supporting complex, heterogeneous IT systems.
- Documented experience in one or more of the following types of systems; Document Management, ERP, Web Based Transactional, Customer Support Ticketing, Business Intelligence/Data Warehouse (BI/DWH),DBMS, or IT Infrastructure/Network.
- Experience providing Tier1/Tier2 user support, both remotely and in person.
- Experience in authoring, reviewing, and following IT Process.
Knowledge and Skills
- Demonstrated strong analytical/problem solving skills and ability to follow procedures and resolve exceptions.
- Excellent written/verbal communication and interpersonal skills with proven ability to understand customer needs and provide guidance to standard processes.
- Strong organizational skills and ability to perform multiple tasks simultaneously, set priorities, and work in a team with diverse cultural backgrounds.
- Familiarity with both traditional waterfall and agile project methodologies.
- Solution oriented with a high sense of quality, attention to detail, accuracy, efficiency, and meeting tight deadlines.
- Team player who is also able to work independently and handle conflicting priorities while maintaining consistent, quality performance standards.
- Travel requirements: Availability to travel, and perform other duties as needed. Must be eligible to work in The Netherlands.
- Keyboard use, Pulling drawers,
- Lifting papers <10lbs., etc.
Management Sciences for Health (MSH), a global health nonprofit organization, uses proven approaches developed over 40 years to help leaders, health managers, and communities in developing nations build stronger health systems for greater health impact. We work to save lives by closing the gap between knowledge and action in public health. Since its founding in 1971, MSH has worked in over 150 countries with policy makers, health professionals, and health care consumers to improve the quality, availability and affordability of health services. Working with governments, donors, non governmental organizations, the private sector, and health agencies, MSH responds to priority health problems such as HIV & AIDS; tuberculosis; malaria; maternal, newborn and child health; family planning and reproductive health; and chronic non-communicable diseases such as cancer, diabetes, and lung and heart disease. Through strengthening capacity, investing in health systems innovation, building the evidence base, and advocating for sound public health policy, MSH is committed to making a lasting difference in global health.