Latest Jobs at eHealth Systems Africa

Purpose of the Position 

• The Coordinator, Helpdesk oversees day-to-day ICT support operations while also driving automation and integration initiatives across all organizational systems.
• This role ensures that employees and stakeholders experience seamless IT functionality, not just within traditional Help Desk services but across HR, Finance, Procurement, Operations, and other business units. By leveraging platforms such as n8n, Asana, and other workflow automation tools, the Coordinator helps streamline processes, integrate systems through APIs, and improve cross-departmental data flow.
• The role combines technical leadership with process optimization and digital transformation, enabling eHA to scale operations and achieve greater efficiency in service delivery.

What you’ll do
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Other duties may be assigned:

• Oversee the complete lifecycle of helpdesk tickets, from intake to resolution, ensuring adherence to service level agreements (SLAs) and prompt issue resolution.
• Supervise and manage helpdesk staff, delegating responsibilities, monitoring performance, and fostering professional development within the team.
• Coordinate with IT infrastructure teams to facilitate issue resolution, system upgrades, and ongoing maintenance to optimize technical operations.
• Serve as the primary liaison between users and IT services, ensuring effective communication and responsive technical support.
• Implement automated ticket routing, notifications, and reporting, reducing response times and ensuring service level agreement (SLA) compliance
• Engage with vendors, suppliers, and internal stakeholders to address equipment requirements, procurement, and service needs efficiently.
• Act as the primary liaison between internal teams and external vendors, ensuring the seamless integration of hardware, software, and digital workflows.
• Coordinate procurement of ICT tools that support enterprise-wide automation and digital transformation.
• Collaborate across departments to assess and refine user support expectations, promoting continuous improvement in helpdesk operations.
• Analyze service request trends, generate detailed reports, and recommend enhancements to improve helpdesk efficiency and service quality.
• Design and implement automated workflows to improve routing, notifications, and reporting, reducing resolution times and ensuring compliance with SLAs for IT systems across units.
• Maintain accurate asset inventories and ensure compliance with software licensing regulations to support operational integrity.
• Contribute to the development of helpdesk documentation, user training materials, and operational tools to enhance knowledge sharing and support effectiveness.
• Organization-Wide Systems Integration & Automation
• Partner with HR, Finance, Procurement, Operations, and other departments to understand business processes and pain points that can be improved through technology.
• Design, implement, and maintain automated workflows using platforms like n8n or Zapier to streamline operations across multiple functions.
• Lead API-based integrations between enterprise systems such as NetSuite, Asana, Google Workspace, HR platforms, and Procurement tools to ensure smooth data sharing and process alignment.
• Continuously evaluate existing systems and recommend new tools or process improvements to enhance efficiency and reduce manual work.
• Build dashboards and reports to track performance metrics and inform decision-making at both the operational and strategic level.
• Ensure all systems comply with security, privacy, and data protection standards, aligning with eHA’s governance policies.

Qualifications and Experience

• Bachelor’s degree in Computer Science, Computer Engineering, Software Technology, or other related field or equivalent years of education and work experience or any related field. 
• Minimum of 3 - 5 years working experience in IT Support experience/Network Administration, preferably in an NGO or an equivalent combination of education and experience.
• Experience with enterprise platforms such as NetSuite, Google Workspace, Asana, and HR or Procurement management systems.
• Hands-on experience designing workflow automation with tools such as n8n, Zapier, or similar platforms
• Practical expertise in API integrations, including authentication, endpoint configuration, and troubleshooting
• Strong grasp of Windows OS, directory services, and remote support tools.
• Ability to translate business requirements into technical automation solutions that scale across departments
• Proficiency in English is required for both verbal and written communication.

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

• Operations Management: Oversees support workflows, optimizes team performance, and ensures seamless service delivery.
• Customer-Service Centered: Prioritizes user experience through responsive, efficient, and solution-driven IT support.
• Automation-Driven Innovator: Skilled at identifying opportunities to automate processes across multiple departments using platforms like n8n and other workflow automation tools
• Metrics-Driven: Leverages performance data to enhance helpdesk operations, streamline processes, and drive continuous improvement.
• IT Knowledgeable: Applies technical expertise to troubleshoot, resolve escalated issues, and support system reliability.
• Systems Integration Expert: Strong understanding of API integrations and how to connect diverse systems to create cohesive, scalable solutions
• Cross-Functional Partner: Builds strong relationships with HR, Finance, Procurement, and other teams to align technology solutions with business needs
• Collaborative Facilitator: Builds strong cross-functional relationships to address IT challenges and improve organizational efficiency.
• Adaptable Decision-Maker: Balances user needs with service capacity, compliance requirements, and operational best practices.

Certifications and Licenses:

• ITIL, CCNA, MTCRA, CompTIA Network+ certifications or the equivalent are desired
• Certifications in cloud platforms (Google Workspace Admin, Microsoft Azure, or AWS) or automation tools are a strong plus.

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Purpose of the Position 

• The Software Engineering Department at eHealth Africa designs and maintains digital health solutions that strengthen healthcare systems across Africa. We develop innovative platforms such as eHA Care, LoMIS, and PlanField, and collaborate with partners to optimize tools like EMID and VaxTrac.
• Our diverse team—software developers, QA, UI/UX, DevOps, and AI engineers—builds secure, scalable systems tailored to public health needs. We prioritize real-world impact, user-centric design, and integration with health programs.
• The department also contributes to local tech talent development through the eHA Academy and provides career growth opportunities within a supportive, innovative environment.
• The Associate Manager, Business Analysis supports the strategic growth of eHealth Africa by bridging business needs with technical solutions.
• Positioned between operational delivery and strategic planning, the role ensures that systems, processes, and solutions are aligned with organizational priorities. S/he provides advanced oversight of business analysis activities, leading requirement gathering, systems evaluation, and stakeholder engagement, while mentoring business analysts to strengthen organizational capabilities.

What you’ll do
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Other duties may be assigned:

• Manage and coordinate business analysis efforts across multiple projects and departments, ensuring alignment with strategic goals and efficient resource utilization.
• Lead the development and enhancement of requirements, process models, and documentation, translating business needs into actionable, value-driven solutions.
• Establish and uphold standards for analysis practices, including stakeholder engagement, change control, and documentation quality.
• Conduct data-driven assessments of systems and processes to identify opportunities for operational improvement and innovation.
• Collaborate with diverse stakeholders like leadership, product owners, technical teams, and end-users to gather, validate, and prioritize business requirements.
• Provide mentorship and guidance to business analysts, cultivating best practices and supporting individual and team development.
• Act as a communication bridge between technical and non-technical teams, promoting shared understanding of project scope, deliverables, and timelines.
• Maintain productive relationships with vendors, partners, and service providers, fostering collaboration in solution design and delivery.
• Deliver high-quality business analysis outputs, including process maps, business cases, requirements documents, and functional specifications.
• Generate timely insights, reports, and recommendations that inform decision-making and drive continuous improvement initiatives.
• Ensure full traceability of requirements throughout the project lifecycle, from initiation to testing, deployment, and sign-off.
• Evaluate existing systems and recommend optimization strategies, targeting cost efficiency, operational effectiveness, and user satisfaction.
• Support Org-wide planning and strategy development through analysis of operational data, trends, and performance metrics.

Qualifications and Experience

• Bachelor’s Degree in Business Administration, Information Systems, Public Health Informatics, or a related field. Master’s degree preferred
• Minimum of 6 years of progressive experience in business analysis, digital product, systems setting or supervisory role, preferably within the NGO or development sector.
• Proven ability to manage complex, multi-stakeholder analysis initiatives in dynamic environments.
• Familiarity with modeling tools (e.g., BPMN, UML), wireframing platforms (e.g., Balsamiq, Figma), and Agile tools (e.g., Jira, Confluence).

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

• Analytical Thinker – Translates complex business needs into clear, actionable, and scalable solutions that support strategic growth.
• Data-Driven Analyst – Provides data-driven recommendations that empower leadership and product teams to make strategic, evidence-based decisions.
• Process Optimizer – Sets and upholds high standards for business analysis frameworks, ensuring consistency and quality across all deliverables.
• Strategic Partner – Works closely with leadership and cross-functional teams to ensure initiatives align with business priorities and deliver long-term value.
• Result Oriented – Committed to generating data-informed solutions that drive measurable business impact and operational efficiency.