User Experience Officer 1 at eHealth Systems Africa

Summary:The User Experience Officer 1 (UEO) coordinates and completes specific functional tasks in the office and the field for the Kano Connect (KC) user base and network platform.   Delivers services with utmost professionalism and in a timely manner. The UEO may progressively work cross-functionally within eHealth Africa’s project teams to support the organisation’s strategic goals. S/he is responsible for providing excellent user experiences for a range of products delivered across multiple platforms from mobile to tablet devices. Delivers a consistent approach to user experience by establishing patterns, tools, libraries and processes across all the delivery platforms. Responsible for the effective and efficient conduct of help desk services and users related matters                              

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.

• Leads specials assignments and projects under the direction of the PM. Facilitates board level training and presentations. Communicates effectively with eHA team members and partnering organizations to establish trust and promote eHA’s core values of ethics and integrity.
• Serves as the daily point of contact from project initiation to completion, including attending meetings with relevant stakeholders and partners. Aids in the facilitation of user acceptance testing and its overall coordination. Aids and/or produces relevant Kano Connect front/back -end user process and policy documentations.
• Engages stakeholders by providing updates through informal or formal meetings and ensures any decisions required are consulted by all key stakeholders.
• Supports the Project Manager, Implementation Manager, on major projects, including planning, coordinating project activities at the board level with relevant clients and stakeholders.
• Provides project support in operating the KC user help desk line as needed.  Has a comprehensive and working knowledge of all KC operational processes and protocols for both product/project implementations. Works with the project team to operate the user help desk line. Learns all appropriate processes and protocols for product/project implementation.
• Maintains a desk log of actions and incidents including the recording of all incoming telephone calls that require action or attention by others, and making occurrence reports as required.
• Provides weekly and monthly progress reports/logs against monthly delivery targets and schedules using project specified management software.
• Works closely with partnering organizations, and relevant stakeholder providing specific training, guidance and coaching, as needed, to ensure successful outcomes towards assigned goals. Communicates relevant information to all team members, regarding schedule and project requirements, including changes.
• Evaluates project issues and executes action plans to ensure resolution. Actively identifies and escalates quality and compliance concerns. Oversees and allocates equipment, including secure storage, assignments and receipt, sorting and logging in and out of the office and field.
• Maintains good, professional working relationships with clients/relevant stakeholders. Aids in coordination and facilitation of KC trainings and provides logistics support surmounting to the successful implementation of KC User trainings, or other training support needs throughout other departments when needed.
• Completes and closes out required documentation for work done with strict adherence to SOPs, protocols and processes.
• Responsible for performing any other duty as assigned by Management.
• Maintains safe and clean working environment by following procedures, rules and regulations
• Ensures compliance with laws and regulations.
• 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.

Education/Experience

• Minimum of a Master’s degree from college or university in Computer Science, Project Management, Administration, Information Management, Public Health, or a related field. Significant and advanced experience may substitute for the Master’s degree.
• A minimum 2-3 years of job-related experience with demonstrated results in project management, user testing, or health care, preferably, field work in a project management department, or an equivalent combination of education and experience is preferred. Ability to design tools and surveys . Experience in public speaking
• Experience with coordinating and writing evaluation reports and briefs, and presenting findings.
• 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. Excellent analytical, organizational/management skills and great attention to detail. Ability to work as a leader and member of a team and possess good problem solving skills.
• Good learning ability. Action oriented and resilient in a fast-paced environment.
• Creativity and the ability to successfully manage multiple assignments independently.
• 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 utilized in program.

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 speak effectively before groups of customers or employees of organization.

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.