Senior Digital Solutions Support Analyst
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The Senior Digital Solutions Support Analyst will coordinate user support and adoption assistance for digital data management systems in East Africa. The role includes supervising customer support, onboarding users, delivering training, developing documentation, and supporting data migration.
- Global user support and digital system adoption focus
- Minimum three years of application or customer support experience
- Uses Jira and Confluence service management tools
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The Senior Digital Solutions Support Analyst will coordinate user support and adoption assistance for digital data management systems in East Africa. The role includes supervising customer support, onboarding users, delivering training, developing documentation, and supporting data migration.
- Global user support and digital system adoption focus
- Minimum three years of application or customer support experience
- Uses Jira and Confluence service management tools
- Duty station is Nairobi, Kenya
- Application deadline is November 20, 2026
AI job guide
Use this guide to check salary signals, requirements, documents, application steps and safety before you apply.
AI salary guide
Source salary availableThe source lists KES 30,000 - 45,000 (市场估算范围，该职位未提供薪资信息). Confirm the final pay, benefits, contract terms and allowances directly with the employer before accepting an offer.
Can you qualify for this role?
- Required3+ years of relevant experienceThe job post includes a minimum experience signal.
- RequiredEducation or certification mentioned in the postThe captured text mentions education, a diploma, certificate, or licence.
- PreferredPractical evidence in internship, agricultura, Support analystThe tags and summary point to skills connected with this role.
- RequiredAvailability to work in NairobiThe vacancy is associated with this location.
- UnclearComfort with the Full Time contract termsConfirm hours, duration, probation and benefits at the original source.
Documents to prepare
- Likely requiredUpdated CV
- Role specificCover letter or short employer message
- OptionalProfessional references
- Role specificAcademic or professional certificates
- VerifyID or passport only after verifying the employer
Application tips for this job
- Place your strongest Senior Digital Solutions Support Analyst evidence in the first half of your CV.
- In your cover letter or employer message, connect your experience to ICRAF - The World Agroforestry Centre and the role in Nairobi.
- Add concrete examples related to internship, agricultura, Support analyst, ideally with measurable outcomes or clear responsibilities.
- Follow the instructions from Impactpool Kenya; avoid sending documents to unofficial contacts or copied links.
- Confirm the deadline, interview location and employer contact before sharing personal documents.
- Plan to submit before the listed deadline: 2026-11-20.
Source and safety check
- Impactpool Kenya
- Original source link available
- Application method is clear
- Deadline is available: 2026-11-20
- No major risk signal was detected in the captured text.
Never pay for interviews, shortlisting, medical checks, uniforms, or job placement. Confirm every application at the original source before sharing personal documents. Report suspicious listing.
Interview preparation
- What experience makes you a strong fit for this Senior Digital Solutions Support Analyst role in internship, agricultura?
- How have you handled responsibilities similar to those in this job post?
- Are you available to work in Nairobi under the listed contract or schedule?
- Prepare examples with clear responsibilities, tools used and measurable outcomes.
- Review the source and research ICRAF - The World Agroforestry Centre before the interview.
Ask what the first priorities will be in the role and how success will be measured.
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Original source description
Senior Digital Solutions Support Analyst
ICRAF - The World Agroforestry Centre
Nairobi
International
Mid level
Speaks English
Application deadline: November 20, 2026 (13 days)
Apply
Summary by Impactpool
The Senior Digital Solutions Support Analyst will coordinate global user support and adoption assistance for digital data management systems in East Africa. This role involves supervising customer support, managing user onboarding, and ensuring effective system utilization. The analyst will also support data management and migration, deliver training sessions, and develop user documentation. The position requires strong analytical skills and the ability to work in a customer-focused environment.
Candidate Requirements:
University degree in Computer Science, Information Systems, or related field
Minimum three years of experience in application or customer support
Experience with help desk and service management processes
Knowledge of data management principles and workflows
Experience with service management tools like Jira and Confluence
Ability to deliver user training and technical documentation
Strong analytical and problem-solving skills
Excellent communication skills
Experience with agricultural research or breeding data management is desirable
English proficiency; additional languages are a plus
Senior Digital Solutions Support Analyst
Reference number: 202669
Job status: In-progress
Job category: Local Position
Duty station: Nairobi, Kenya
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Landscape Alliance
Landscape Alliance transforms science into action, unlocking the power of trees, forests and agroforestry landscapes to
advance planetary health and human well-being. Landscape Alliance is the operating name of the Center for International
Forestry Research (CIFOR) and the International Centre for Research on Agroforestry (ICRAF). CIFOR and ICRAF are
independent International Organizations and CGIAR Research Centers.
Landscape Alliance is looking for a
Senior Digital Solutions Support Analyst
Overview
About our organization:
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. For more information, visit: cimmyt.org
CIMMYT is hosted by World Agroforestry (ICRAF), a member of the CGIAR that is headquartered on United Nations Avenue, Nairobi, Kenya. We invite you to learn more about CIMMYT and World Agroforestry by accessing our web sites:
www.cimmyt.org
and
www.worldagroforestry.org
Overview
To coordinate in East Africa global user support and adoption assistance to CGIAR, NARES, and other users of Digital Solutions’ data management systems, products and services, enabling them to effectively implement, operate, and obtain value from these systems.
Duties and responsibilities
Customer Support & Service Excellence.
Supervise and follow up on reported issues and service requests to 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 & 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.
Education, knowledge and experience
University degree 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 supporting end users through help desk and service management processes,
including incident management, troubleshooting, issue resolution, and customer follow-up.
Knowledge of data management principles, data quality practices, and business process
workflows, with the ability to support data migration, curation, and system adoption activities.
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.
Strong analytical and problem-solving skills, with the ability to manage multiple priorities and
work effectively in a global, customer-focused support environment.
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.
Terms and conditions
This is a Locally Recruited Staff (LRS) position. 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 noncontributory pension scheme, comprehensive medical insurance, paid annual and statutory leave, and learning and development opportunities in line with ICRAF policies.
The appointment will be for a period of two (2) years, inclusive of a six-month probationary period, with the possibility of extension contingent upon performance, continued relevance of the position and available resources.
The duty station will be in Nairobi, Kenya, ICRAF Offices.
We will acknowledge all applications but will only contact short-listed candidates.
Go to
Application process
The application deadline is 20 Nov 2026.
We will acknowledge all applications, but will contact only short-listed candidates.
At Impactpool we do our best to provide you the most accurate info, but closing dates may be wrong on our site. Please check on the recruiting organization's page for the exact info. Candidates are responsible for complying with deadlines and are encouraged to submit applications well ahead.
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
The Senior Digital Solutions Support Analyst will coordinate global user support and adoption assistance for digital data management systems in East Africa. This role involves supervising customer support, managing user onboarding, and ensuring effective system utilization. The analyst will also support data management and migration, deliver training sessions, and develop user documentation. The position requires strong analytical skills and the ability to work in a customer-focused environment.
Candidate Requirements:
University degree in Computer Science, Information Systems, or related field
Minimum three years of experience in application or customer support
Experience with help desk and service management processes
Knowledge of data management principles and workflows
Experience with service management tools like Jira and Confluence
Ability to deliver user training and technical documentation
Strong analytical and problem-solving skills
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
ICRAF - The World Agroforestry Centre
Nairobi
International
Mid level
Speaks English
Apply