Senior Digital Solutions Support Analyst

CIMMYT is a cutting-edge, non-profit, international organization dedicated to solving tomorrow’s problems today. It is entrusted with fostering improved quantity, quality, and dependability of production systems and basic cereals such as maize, wheat, triticale, sorghum, millets, and associated crops through applied agricultural science, particularly in the Global South, through building strong partnerships. This combination enhances the livelihood trajectories and resilience of millions of resource-poor farmers, while working towards a more productive, inclusive, and resilient agrifood system within planetary boundaries. CIMMYT is a core CGIAR Research Center, a global research partnership for a food-secure future, dedicated to reducing poverty, enhancing food and nutrition security, and improving natural resources.

For more information, visit

https://www.cimmyt.org/careers/jobs/

CIMMYT is looking for a Senior Digital Solutions Support Analyst to join the Breeding Innovations & Services Digital Solutions (BIS DS) Global User Support (GUS) team. The position will support CGIAR and NARES customers in using and adopting the Enterprise Breeding System (EBS) and related digital solutions, working with global teams to resolve technical issues, support data management, facilitate user onboarding, and deliver training to strengthen the effective use of digital tools in agricultural research.

Key Responsibilities and Activities:

Customer Support and Service Excellence

Provide responsive technical and functional support to users of the Enterprise Breeding System (EBS) and related digital solutions to resolve queries, system issues, and service requests, ensuring timely resolution and customer satisfaction.

Supervise and follow up on reported issues and service requests with users and relevant technical teams, ensuring continuity of service and effective system utilization.

Investigate user-reported challenges and coordinate with relevant teams to address recurring issues, improving system reliability and user experience.

Manage records of support requests, resolutions, and recurring issues to support service monitoring, reporting, and continuous improvement.

User Adoption and Onboarding

Coordinate the onboarding of new and existing breeding program users to EBS and related data management solutions, ensuring smooth implementation and effective system utilization.

Support the configuration and implementation of digital solutions to breeding program requirements and workflows, enabling users to integrate the systems into their daily operations.

Guide users through system features, processes, and workflows to improve adoption, engagement, and realization of business value.

Monitor user adoption challenges and coordinate appropriate interventions with relevant stakeholders to improve uptake and sustained use of digital solutions.

Data Management and Migration Support

Support the organization, curation, validation, and maintenance of breeding data within organizational data management systems, ensuring data accuracy, consistency, and accessibility.

Assist in the migration and transfer of breeding data from existing systems and formats to approved digital platforms, ensuring data integrity and continuity of breeding operations.

Conduct and advise data quality checks and identify inconsistencies, gaps, and duplication in breeding datasets to improve data reliability and usability.

Co-own the documentation of data management procedures and workflows to promote standardized practices and informed decision-making.

Customer Capability Development

Plan, lead and deliver training and user enablement sessions to EBS users and relevant stakeholders, strengthening their ability to use digital solutions effectively.

Develop and maintain user guides, training materials, and technical documentation to support consistent system use and independent problem-solving.

Facilitate knowledge transfer to users and support team members on system functionality, data management practices, and troubleshooting procedures, reducing dependency on direct support.

Gather user feedback and assess training needs to improve learning materials, support approaches, and overall user competency.

Requirements

• University degree or diploma in Computer Science, Information Systems, Data Management, Agricultural Informatics, or a related field; or equivalent relevant work experience.
• Minimum three (3) years of experience providing application support, customer support, or implementation services for data management systems or related digital platforms.
• Experience using service management and collaboration tools such as Jira Service Management, Jira, Confluence, and remote support technologies.
• Demonstrated ability to deliver user training, system demonstrations, onboarding activities, and technical documentation for diverse audiences.
• Excellent written, verbal, and interpersonal communication skills, including the ability to build productive relationships with stakeholders from diverse cultural and organizational backgrounds.
• Experience working with agricultural research, breeding data management systems, or the Enterprise Breeding System (EBS) is desirable.
• English language proficiency is mandatory; additional languages are desirable to support multilingual training, documentation, and user support activities.
• Benefits
• This is a Locally Recruited Staff (LRS) position. CIFOR-ICRAF offers a competitive remuneration package commensurate with experience and qualifications. In Kenya, employment contracts are issued under ICRAF in compliance with Kenyan labour law. Locally recruited staff are eligible for a non-contributory pension scheme, comprehensive medical insurance, paid annual and statutory leave, and learning and development opportunities in line with CIFOR-ICRAF policies.
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• Before applying, please make sure that you have read the requirements for the position and that you qualify. Applications from non-qualifying applicants will most likely be discarded by the recruiting manager.
• Summary by Impactpool
• CIMMYT is seeking a Senior Digital Solutions Support Analyst to join their Breeding Innovations & Services Digital Solutions team. This role involves providing technical support for the Enterprise Breeding System (EBS) and related digital solutions, ensuring effective user onboarding and training. The analyst will also manage data integrity and assist in the migration of breeding data to digital platforms. The position aims to enhance user adoption and improve the overall experience with digital tools in agricultural research.
• Candidate Requirements:
• University degree in Computer Science, Information Systems, or related field
• Minimum three years of application or customer support experience
• Experience with service management tools like Jira and Confluence
• Ability to deliver user training and technical documentation
• Excellent communication skills
• Experience with agricultural research or breeding data management is desirable
• English proficiency; additional languages are a plus
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• Senior Digital Solutions Support Analyst
• CIMMYT - International Maize and Wheat Improvement Center
• Nairobi
• Both national and international
• Mid level
• Speaks English
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