Rationale/Objective for Position
The Application Manager- Single Data Entry (SDE) Project is responsible for leading the testing, deployment, technical support, and evolution of a stock management application across MSF-EA, ensuring its operational readiness and sustainability in low-connectivity warehouse and pharmacy contexts, in collaboration with technical teams.
This position will be hierarchically and functionally accountable to the Program Manager.
Tasks & Responsibilities
Deployment, Support & Maintenance
- Deployment Support: Provide hands-on technical expertise during the deployment of the solution.
- Troubleshooting: Diagnose and resolve technical issues related to the application, including connectivity, configuration, and system integration challenges.
- User Support: Assist end-users in understanding and using the application effectively, addressing their queries, and ensuring the application meets their needs.
Operational Readiness
- L1/L2/L3 Support Levels: Collaborate with the IT organization to design and implement a sustainable support structure, defining clear roles and responsibilities for Level 1 (L1), Level 2 (L2), and Level 3 (L3) support.
- Knowledge Base Creation: Develop and maintain documentation, FAQs, and training materials to empower support teams and end-users.
- Capacity Building: Train and mentor support teams to ensure they are equipped to handle technical issues and provide high-quality assistance.
Product Development
- Request Management: Contribute to the writing of requests for change (RFC), bug and user stories, enabling the service provider to develop features smoothly.
- Test Coordination: Coordinate test scenarios and environments to ensure thorough testing and validation of the application, engaging relevant stakeholders as needed.
Stakeholder Collaboration
- Cross-Team Collaboration: Act as a liaison between project teams and IT focal points.
- Regular Communication: Maintain clear and consistent communication with stakeholders to provide updates, resolve issues, and ensure alignment.
Qualifications
Education
- Bachelor’s or Master’s in Computer Systems or Information Systems (IS).
Experience
- Minimum 3-5 years of work experience in application development and support.
- Experience with mobile application development in hybrid environments (cloud/on-premise) from development to go-live.
- Experience in an international environment.
- Familiarity with humanitarian supply chain solutions or products is highly advantageous.
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