LOCAL POSITION
Job Description
To provide frontline user support for enterprise systems (e.g., Microsoft D365, Icertis) across CIMMYT country offices in Africa. This role ensures effective adoption and usage of key corporate platforms and supports end users across various departments.
Duties and responsibilities
- User Support.
- Provide first-level support to enterprise system users and ensure timely issue resolution.
- Training & Onboarding.
- Support onboarding and training of new staff on system usage.
- Issue Management.
- Log, track, and escalate issues using the ticketing system.
- Documentation.
- Create and maintain user documentation and reference guides.
- Access Management.
- Handle role assignments and access requests in accordance with policy.
- Testing & Rollout.
- Participate in UAT and support system/module rollouts.
- Regional Support.
- Travel to country offices to deliver onsite support and training.
Requirements
- Bachelor’s in IT, Business Information Systems, Computer Science, or related field
- Certification in Microsoft Dynamics 365 or ERP systems
- ITIL Foundation or equivalent certification preferred
- Familiarity with ERP tools, Icertis, and ticketing systems
- Strong troubleshooting and diagnostics skills
- Understanding of business functions (HR, Finance, Procurement, Grants)
- Excellent communication and interpersonal skills
- 5+ years in enterprise systems support
- Experience working in multicultural, multi-country contexts
- Familiarity with Microsoft tools (Teams, SharePoint, Office 365).
Education, knowledge and experience
- Bachelor’s in IT, Business Information Systems, Computer Science, or related field
- Certification in Microsoft Dynamics 365 or ERP systems
- ITIL Foundation or equivalent certification preferred
- Familiarity with ERP tools, Icertis, and ticketing systems
- Strong troubleshooting and diagnostics skills
- Understanding of business functions (HR, Finance, Procurement, Grants)
- Excellent communication and interpersonal skills
- 5+ years in enterprise systems support
- Experience working in multicultural, multi-country contexts
- Familiarity with Microsoft tools (Teams, SharePoint, Office 365).
Terms and conditions
- This is a Locally Recruited Staff (LRS) position and on competitive remuneration in local currency, commensurate with skills and experience.
- The appointment will be for two (2) years, including a six-month probationary period, with the possibility of extension contingent on performance, continued relevance of the position and available resources.
- The duty station will be in Nairobi, Kenya.
Application process
The application deadline is 25 Jun 2025
We will acknowledge all applications, but will contact only short-listed candidates.