Digital Health Functional Application Manager

Facilitate adoption and use of emergency shelf solutions for end users

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ICRC - International Committee of the Red Cross

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Belgrade (Serbia)

Medical & Health Human Rights

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Overview

Facilitate adoption and use of emergency shelf solutions for end users

You have:

Degree or experience in information-management systems, technical science, data science or similar
6-9 years of overall professional experience and 2-3 years’ experience with help desk procedures, user support or system maintenance
Experience in using, deploying, or providing training on information systems
Experience in testing digital tools
Knowledge of DHIS2, OpenMRS, Superset is an asset
Excellent command (spoken and written) of English and French are essential
Spanish would be considered an asset

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Details

What we do

The International Committee of the Red Cross (ICRC) works worldwide to provide protection and humanitarian assistance to people affected by conflict and armed violence. We take action in response to emergencies and, at the same time, promote respect for international humanitarian law. We are an independent and neutral organization, and our mandate stems essentially from the Geneva Conventions of 1949. We work closely with National Red Cross and Red Crescent Societies and with their International Federation in order to ensure a concerted, rational and rapid humanitarian response to the needs of the victims of armed conflict or any other situation of internal violence. We direct and coordinate the international activities conducted in these situations.

Our Values

At the ICRC, we value impact, collaboration, respect, and compassion. We seek candidates who demonstrate behaviors based on these shared values. For more information on the ICRC values, please visit this page.

Purpose

The role of the Digital Health Functional Application Manager is to facilitate the initial adoption and use of emergency shelf solutions (i.e. tool and/or process) by end users at headquarters and the field. They also work in close coordination with key program stakeholders, including end users and members of the program management team to enhance learning and support materials.

Accountabilities & Functional responsibilities

Ensures timely and appropriate global support to ICRC end-users of the Emergency Shelf Applications, on the basis of calls registered by the first-level (L1) user support:
- Monitors and resolves issues related to the use of the Emergency Shelf solutions
- Escalates unsolved and/or complex cases or evolutions to the Health Data & Analytics Manager
Reviews and maintains documentation, user guides, training materials and deployment guides based on documented requests and lessons learned from user support
Supports capacity building of the users e.g., through planning and facilitating distal training sessions
Provide support to the BSSC group as needed

Relationships

The Digital Health Functional Application Manager, interacts internally with other members of the deployment and program team(s), including the program manager and deployment focal point, as well as with staff in the field when responding to support requests and delivering workshops or training sessions. Limited or no external relationships.

Professional Experience required / Certifications / Education required

Degree or experience in information-management systems, technical science, data science or similar
6-9 years of overall professional experience and 2-3 years’ experience with help desk procedures, user support or system maintenance and corporate service management (ticketing) tools
Experience in using, deploying, or providing training on information systems
Experience in testing digital tools
Knowledge of DHIS2, OpenMRS, Superset is an asset
Excellent command (spoken and written) of English and French are essential
Spanish would be considered an asset

What we offer

Work and progressive professional development in an exciting international environment
An inspiring opportunity to practice your profession in a humanitarian and multicultural organization
Stimulating benefits package

Additional information

Type of role: Functional Application Manager 1 (800335)
Working rate: 100%
Location: BSSC
Job level: B3
Length of assignment: Fixed-term (until the end of the 2025 year)
Type of position: Resident (The vacancy is open only for persons with Serbian citizenship or personal work permit in the Republic of Serbia)
Application deadline: 23.11.2024.

The ICRC values diversity and is committed to creating an inclusive working environment. We welcome applications from all qualified candidates. If you are interested in this position, please send us your CV and Motivation letter in English.

Only shortlisted candidates will be contacted.

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Potential interview questions

Can you describe a time when you resolved a complex user support issue?	This question assesses your problem-solving skills and ability to handle customer support situations.	Provide a detailed example of the issue, the steps you took to resolve it, and the outcome.
How do you approach training new users on a digital tool?	This reveals your training methodology and how you ensure user comprehension.	Pro members can see the explanation.
What methods do you use to evaluate the effectiveness of support materials you create?	Pro members can see the explanation.	Pro members can see the explanation.
Can you give an example of how you’ve improved documentation or training materials?	Pro members can see the explanation.	Pro members can see the explanation.
Describe a situation where you had to work with a diverse team to achieve a common goal.	Pro members can see the explanation.	Pro members can see the explanation.