Jobs in Kampala Uganda Project Support Administrator E.ANilecom Ltd Jobs in Kampala Project Management Jobs Jobs in Kampala at Project Support Administrator E.ANilecom Ltd Project Management Jobs Employment opportunities Project Support Administrator E.ANilecom Ltd
Job Title ⇒ Project Support Administrator E.A
]https//www.theugandanjobline.com/
Organization ⇒ Nilecom Ltd
Duty Station ⇒ Kampala, Uganda
About US ⇒
Nilecom Ltd, one of the biggest franchisees/dealers for MTN Uganda Ltd which
is itself Uganda’s leading telecommunications company, with products like
Simpacks, mobile phone airtime, mobile phone handsets, fixed lines, internet
and mobile money.
In partnership with Mezzanine a South African-based company that has designed
and built digital technology solutions for its clients in the agricultural and
healthcare spaces across Africa since 2012 seeks to hire a competent project
support administrator who will coordinate, collaborate the connected farmer
Uganda project intended to improve agricultural productivity, market linkages,
extension services and access to inputs for smallholder farmers using the
connected farmer platform.
Job Summary ⇒ The position will require the incumbent to provide 1st and
technical and application support to our customers on various levels.
Key Duties and Responsibilities
Project Support
⇗ Ensuring the activation and training of 1st and 2nd line support with
Clients and Partners per instance.
⇗ Confirm 1st & 2nd Line Support structures in place that will be used in
supporting the project.
⇗ Confirm required solutions such as Wiki pages are in place and up to date
⇗ Contact identified target clients and identify reasons for low adoption of
support system.
⇗ Build a relationship with client/support champions.
⇗ Improve client experience according to identified challenges and understand
how to channel the issues to the relevant support level.
⇗ Conduct on-site training for support champions on support processes,
protocols, and solutions.
⇗ Provide support for client and staff throughout and all associated systems,
respond to and help resolve user issues on a day to day basis via the Zendesk
Support Desk also Provide Support for product implementation.
⇗ Assist in the preparation of training and presentation material.
⇗ Assist in the coordination and planning of training days and Creating and
amending templates and new documentation for users.
Reporting
⇗ Monitoring and Managing East Africa projects, providing updates on existing
projects to the product owners and Product Management team by being able to
share lessons learned from the previous experience as part of;
o Solution Adoption Statistics
o Web use r logins/activity per product criteria
o Mobile app user logins/activity per product criteria
o Client performance basing on the activities
o JIRA ticket and ZenDesk summary report
⇗ Improving recommendations on improving solution and adoption.
⇗ Support line status update per instance on wiki upon any changes.
⇗ Documenting of the best practices to improve the solution on wiki.
Deployment
⇗ Assist with deployment and procurement responsibilities and information
gathering that will be used in the deployment.
⇗ Work with the Deployment Manager to ensure ad hoc responsibilities for the
device are sorted before training.
⇗ Confirm readiness for deployment with the client.
⇗ Assist in Install and enroll applications on the project-specific devices
and distribution
⇗ Assist in completing the asset allocation register
⇗ Support instance configuration as per the client operations
Adoption
⇗ Support the quality of training provided for Mezzanine application
deployments.
o Provide training manuals that can be used as a reference point
⇗ Improve the level of solution adoption post-deployment
o Following up on the performance in the application and client on a daily
basis
⇗ Assist with deployment and procurement responsibilities for smooth adoption
of our solution
⇗ Improve the usability of the solution/application based on client feedback
o Provide weekly report on adoption
Project Management
⇗ Keeping to Timelines – deadline orientated for the deliverables assigned to
you on the project by updating on Mavenlink
⇗ Milestone tracking – keep milestones visible for all relevant parties by
providing an update on every task
⇗ Support in identifying risks – early identification of risks that may
affect the outcome of the project and its adoption
⇗ Support in alignment with the project kickoff and Deployment
⇗ Follow up with the relevant stakeholders involved in the project for any
update that can improve both adoption and project ongoing activities.
General Duties
⇗ Assist all users on supported software and computing platforms to the best
of his/her ability, in a professional and courteous manner
⇗ Log User Service Requests all other helpdesk interactions
⇗ Respond to requests for technical assistance in person, via phone,
electronically
⇗ Diagnose and resolve technical, hardware, and software issues raised by
users
⇗ Manage service requests according to Service Level Agreements, Severity,
and Priority
⇗ Follow standard help desk procedures
⇗ Assign/escalate problems to the appropriate resource
⇗ Track service requests and document resolutions
⇗ Prepare activity reports
⇗ Stay current with system information, changes, and updates
⇗ Assist in the creation of educational material including manuals and movie
clips
⇗ Support the colleagues with any work-related tasks and issues that may
arise
Qualifications, Skills and Experience ⇒
⇗ Essential Degree or equivalent qualification in Project Management.
⇗ Essential Minimum three years of experience as a Project Manager.
⇗ Essential Exposure to IT solutions like Zendesk Support Desk, Wiki Pages,
solution Adoption Statistics like
o Web user logins/activity per product criteria
o Mobile app user logins/activity per p roduct criteria
o Client performance basing on the activities
o JIRA ticket and ZenDesk summary report
⇗ Ability to conduct successful training sessions.
Behavioural Competencies
⇗ Proficiency in Microsoft Office applications.
⇗ Strong analytical and reporting skills.
⇗ Creative and enthusiastic
⇗ Excellent verbal and written communication skills.
⇗ Presentation skills.
⇗ Customer Relationship Management skills
⇗ High level of commitment to duty and discipline.
⇗ Honesty, high integrity, respectful, transparent
How to Apply
If you believe you match the requirements listed above, please deliver your
resume CV, copies of certificates, references, and cover letter not more
than 250KB to careers@nilecom.co.ug with the job role clearly indicated in the
email subject line.
Deadline Tuesday, 24 th November 2020 by 0500 pm.
NB Only short-listed candidates will be contacted.
Apply Today Through
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Email⇒careers@nilecom.co.ug
URL⇒Link
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Jobs in Kampala Uganda Project Support Administrator E.ANilecom Ltd Jobs in Kampala Project Management Jobs Jobs in Kampala at Project Support Administrator E.ANilecom Ltd Project Management Jobs Employment opportunities Project Support Administrator E.ANilecom Ltd
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