User Experience Associate 1 at eHealth Systems Africa

Summary:The User Experience Associate I (UEA) completes specific functional tasks in the office and the field for the Kano Connect (KC) user base and network platform assigned projects. S/he coordinates and performs end user inputs in timely fashion to meet evolving user needs. Provides proactive support to other departmental/project staff.Delivers services with utmost professionalism and in a timely manner. The UEA may progressively work cross-functionally within eHealth Africa’s project teams to support the organisation’s strategic goals.

Essential Duties and Responsibilities:  To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.  Other duties may be assigned.

• Provides first level support on user testing and process issues. Conduct user acceptance testing and performs quality assurance during testing/system integration works. Manages, resolves and escalates user requests.
• Conduct training/workshops for key users. Provide monthly usage/support statistics for KC helpdesk and publish for performance and quality. 
• Receives/resolves user inquiries and related issues. Engages stakeholders by providing updates through informal or formal meetings and ensures any decisions required are consulted by all key stakeholders.
• Aids the KC team in establishing patterns for approach/methodology to deliver new and extending existing products and features.
• Prepares all equipment, devices and materials for project use and/or field activities and ensures all equipment and devices are fully charged and activated for daily use. Work with system developers to assess and resolve technical challenges with the help desk.
• Provides direct user support and administration for KC tools, and applications. Ensures judicious use of all assigned equipment and materials, including safe transport to and from the field.
• Coordinates and work closely with various stakeholders on project business requirements, schedules and implementation. Works closely with partnering organizations, providing specific training, guidance and coaching, as needed, to ensure successful outcomes towards assigned goals.
• Manages the user’s expectations, actively engages users so as to achieve user satisfaction. Completes daily project and/or field reports by downloading and submitting data to the Project Manager. Provides weekly and monthly progress reports/logs against monthly delivery targets and schedules.
• Inventories supplies and ensures the project team has adequate supplies to support projects. Assists in new software installation and upgrades.
• Participates in optimization/change actions, roll-out of additional KC user functionalities and provide training for other application services when required.
• Provides support to other projects where needed.
• Identifies areas for improvement in project and/or field work and brings to the attention of Project Manager.  As directed, ensures that appropriate corrective actions are taken in a timely manner, including review and update of eHA processes, materials and equipment.
• Communicates effectively with eHA team members and partnering organizations to establish trust and promote eHA’s core values of ethics and integrity.
• Responsible for performing any other duty assigned by Management.
• May frequently travel between company worksites.
• Presents a professional demeanor at all times.  Approaches others in a tactful manner.  Reacts well under pressure.  Treats others with respect and consideration regardless of their status or position.  Accepts responsibility for own actions.  Follows through on commitments.
• Is consistently at work and on time.
• Participates in and promotes a positive, supportive, cooperative team environment.
• Attends and participates in staff meetings, training classes and supervision.
• Adheres to Policies and Procedures.
• Adheres to eHealth Africa Code of Conduct as well as ethical standards of the field

Qualifications:  The requirements listed below are representative of the knowledge, skill and/or ability required to successfully perform this job.

Education/Experience

• Bachelor's Degree from an accredited institution is preferred. 
• 1-3 years years of job-related experience, preferably field work in a project management department, or an equivalent combination of education and experience, is preferred.
• Experience in public speaking is preferred.
• Relevant field working experience in an NGO is desirable. Ability to manage a complex and varied workload, work under pressure, and manage significant travel to insecure environments. Proven ability to work with diverse teams/stakeholders and to foster a positive working environment with local and international stakeholders. Experience in working with mobile applications, web applications development and applications.
• Must possess excellent communication and interpersonal skills.
• Good learning ability. Action oriented and resilient in a fast-paced environment.
• Ability to work independently and in a team.

Certifications and Licenses

• A Project Management (PMI) certification is preferred
• First Aid  and Health & Safety qualifications desirable

Computer Skills

• Advanced computer skills, including Microsoft Windows and Microsoft Office Suite.
• Proficiency working within specialized software.

Language Ability

• English is the spoken and written language. Fluency in Hausa is desirable.
• Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.
• Ability to write routine reports and correspondence
• Ability to effectively present information and respond to questions from groups of managers, employees and the general public.

Math Ability

• Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.  Ability to compute rate, ratio, and percent and to draw and interpret bar graphs. 

Reasoning Ability

• Ability to apply commonsense understanding to carry out instructions furnished in written, oral, or diagram form.  Ability to deal with problems involving several concrete variables in standardized situations.