- Location
- Nairobi, Nairobi County, Kenya · published
- Type
- Full-time
- Department
- IT
- Seniority
- Senior
- Source
- Workable
Description
CIMMYT is a cutting-edge, non-profit, international organization dedicated to solving tomorrow’s problems today. It is entrusted with fostering improved quantity, quality, and dependability of production systems and basic cereals such as maize, wheat, triticale, sorghum, millets, and associated crops through applied agricultural science, particularly in the Global South, through building strong partnerships. This combination enhances 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. CIMMYT is a core CGIAR Research Center, a global research partnership for a food-secure future, dedicated to reducing poverty, enhancing food and nutrition security, and improving natural resources.
For more information, visit https://www.cimmyt.org/careers/jobs/
CIMMYT is looking for a Senior Digital Solutions Support Analyst to join the Breeding Innovations & Services Digital Solutions (BIS DS) Global User Support (GUS) team. The position will support CGIAR and NARES customers in using and adopting the Enterprise Breeding System (EBS) and related digital solutions, working with global teams to resolve technical issues, support data management, facilitate user onboarding, and deliver training to strengthen the effective use of digital tools in agricultural research.
Key Responsibilities and Activities:
Customer Support and Service Excellence
- Provide responsive technical and functional support to users of the Enterprise Breeding System (EBS) and related digital solutions to resolve queries, system issues, and service requests, ensuring timely resolution and customer satisfaction.
- Supervise and follow up on reported issues and service requests with users and relevant technical teams, ensuring continuity of service and effective system utilization.
- Investigate user-reported challenges and coordinate with relevant teams to address recurring issues, improving system reliability and user experience.
- Manage records of support requests, resolutions, and recurring issues to support service monitoring, reporting, and continuous improvement.
User Adoption and Onboarding
- Coordinate the onboarding of new and existing breeding program users to EBS and related data management solutions, ensuring smooth implementation and effective system utilization.
- Support the configuration and implementation of digital solutions to breeding program requirements and workflows, enabling users to integrate the systems into their daily operations.
- Guide users through system features, processes, and workflows to improve adoption, engagement, and realization of business value.
- Monitor user adoption challenges and coordinate appropriate interventions with relevant stakeholders to improve uptake and sustained use of digital solutions.
Data Management and Migration Support
- Support the organization, curation, validation, and maintenance of breeding data within organizational data management systems, ensuring data accuracy, consistency, and accessibility.
- Assist in the migration and transfer of breeding data from existing systems and formats to approved digital platforms, ensuring data integrity and continuity of breeding operations.
- Conduct and advise data quality checks and identify inconsistencies, gaps, and duplication in breeding datasets to improve data reliability and usability.
- Co-own the documentation of data management procedures and workflows to promote standardized practices and informed decision-making.
Customer Capability Development
- Plan, lead and deliver training and user enablement sessions to EBS users and relevant stakeholders, strengthening their ability to use digital solutions effectively.
- Develop and maintain user guides, training materials, and technical documentation to support consistent system use and independent problem-solving.
- Facilitate knowledge transfer to users and support team members on system functionality, data management practices, and troubleshooting procedures, reducing dependency on direct support.
- Gather user feedback and assess training needs to improve learning materials, support approaches, and overall user competency.