Application Support Officers

Job Description

Reporting to the Chief Information Lead, The Application Support Officer will be responsible for the effective operation, maintenance, and user support of organizational software systems. This role requires a strong understanding of application functionality, configuration, and integration. The officer will troubleshoot issues, provide training and guidance to staff, and contribute to the continuous improvement of applications to enhance business operations.

Key Responsibilities

• Provide day-to-day technical support for organizational software systems.
• Monitor application performance and troubleshoot technical issues promptly.
• Perform system updates, patches, and upgrades to maintain optimal functionality.
• Respond to user queries and provide technical assistance on software usage.
• Develop and deliver training programs for staff on new or existing applications.
• Create and maintain user guides, FAQs, and support documentation.
• Ensure that staff are aware of best practices for application use.
• Assist in configuring application settings to meet organizational needs.
• Perform minor customizations, such as workflows, reports, and dashboards.
• Test and deploy new features or functionalities in collaboration with the IT team.
• Collaborate with IT staff to integrate applications with other organizational systems.
• Identify opportunities to enhance application efficiency and user experience.
• Participate in backup and disaster recovery processes related to applications.
• Work closely with IT colleagues and business teams to understand application requirements.

Skills/Experience (essential/desirable)

• Bachelors in IT, Computer Science, Software Engineering.
• Previous experience with Microsoft Dynamics will be an added advantage.
• Experience working with Office365 with specific skills in SharePoint and OneDrive.
• At least a minimum of two years’ working experience in a reputable organization.
• Proficiency in data analysis tools and software, such as SQL, Python, R, Excel, Tableau, Power BI, or similar platforms plus cloud software.
• Should be result-oriented, self-motivated and able to work under minimum supervision
• Excellent interpersonal communication skills
• High level of integrity and demonstrate teamwork

MSI Personal Attributes

Successful performance at MSI is not simply defined in terms of ‘what’ people achieve but equally is about ‘how’ people go about their jobs and the impact that they have on others. We encourage and expect all team members will demonstrate the following behaviours:

• Initiative: Thinking ahead and taking action to make the most of opportunities by finding the optimum solution
• Innovative: Thinking creatively and outside of the box so that ideas generated create a positive outcome
• Effective Communication: Communicating through active listening and good questioning techniques, using appropriate body language, ensuring information is clear and concise.
• Responsive: Being responsive to changing priorities and demands
• Working Efficiently: Planning, prioritising and organising work to ensure work is accurate and deadlines are met
• Sharing Information: Sharing information and knowledge whilst maintaining confidentiality
• Focus on Learning: Taking responsibility for keeping knowledge and skills updated and for seeking opportunities to develop further
• Commitment: Awareness and understanding of goals, vision and values and how your role impacts on this and going the extra mile to meet role requirements
• Driven: Drive and determination to deliver results

MSI Behaviours and Values

Work as One MSI

• You contribute, use, and share accurate data and evidence to improve understanding, insight and decision-making across MSI, enabling us to maximise our ability to influence others.
• You share relevant knowledge, expertise and resources to strengthen teamwork and prevent duplication of effort.
• You actively work as part of a team, providing support and flexibility to colleagues, demonstrating fairness, understanding and respect for all people and cultures.
• Show courage, authenticity and integrity
• You hold yourself accountable for the decisions you make and the behaviours you demonstrate.
• You are courageous in challenging others and taking appropriate managed risks.
• Develop and grow
• You seek feedback to enable greater self-awareness and provide the same to others in a way which inspires them to be even more effective.
• You manage your career development including keeping your knowledge and skills up to date.
• Deliver excellence, always
• You strive to consistently meet and exceed expectations, putting clients at the centre of everything, and implement smarter, more efficient ways of performing your role.
• You build and maintain effective long-term working relationships with all stakeholders, and are a true MSI ambassador.
• Leadership (For Leaders only)
• You inspire individuals and teams, through situational leadership, providing clear direction.
• You seek and provide opportunities which motivate team members, helping to develop skills and potential whilst strengthening our talent and succession pipeline.
• You are aware of emerging developments in our sector, demonstrating strategic insight about our clients and business and encourage this in your team.
• You articulate a vision of the future which inspires and excites others.

Job application procedure

I have read the job requirements and confirm that I clearly understand the job expectations.

• Submit your cover letter, CV, and academic documents as a single PDF file.
• Clearly indicate the job title in the subject line of your email.
• Send your application to jobs@mariestopes.or.ug
• Applications will be reviewed on a rolling basis; early submissions are encouraged.