SayPro Objective: Address and resolve technical issues affecting SayPro.

SayPro Objective: Address and Resolve Technical Issues Affecting SayPro’s Monitoring, Evaluation, and Learning Systems to Maintain System Functionality and Integrity

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Objective Overview:

The primary objective for this position is to address and resolve technical issues that impact SayPro’s Monitoring, Evaluation, and Learning (MEL) systems. Ensuring these systems are functioning optimally is critical to maintaining the integrity and reliability of data used for monitoring and evaluating project performance. This requires proactive troubleshooting, effective system maintenance, and timely issue resolution to support organizational goals and ensure accurate reporting and decision-making.

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Key Responsibilities:

1. Technical Issue Identification and Diagnosis:
   • Monitor MEL system performance to identify any potential technical issues or disruptions in functionality.
   • Diagnose technical problems affecting the MEL systems, including issues related to system access, data entry, reporting tools, data integrity, and system integrations.
   • Collaborate with end-users to gather detailed information on recurring or critical issues, helping prioritize issues based on their impact on data quality and system efficiency.
2. System Troubleshooting and Resolution:
   • Troubleshoot system errors promptly to prevent data loss or delays in reporting.
   • Work with internal IT teams and third-party vendors to resolve issues such as software bugs, server malfunctions, or integration failures.
   • Ensure system uptime and prevent disruptions by addressing root causes of recurring problems and implementing long-term solutions.
3. Collaboration and Communication:
   • Coordinate with MEL teams and other departments (e.g., IT, Data Management, Operations) to understand system requirements, priorities, and any technical challenges affecting data collection, processing, or analysis.
   • Communicate technical issues clearly to non-technical stakeholders and provide regular updates on issue resolution progress.
   • Provide timely feedback to end-users regarding any system updates, fixes, or planned maintenance activities.
4. System Maintenance and Updates:
   • Regularly perform system checks to ensure the MEL systems are up-to-date with the latest patches and updates.
   • Work with IT teams to schedule and execute routine maintenance, system updates, and security patches, ensuring no significant disruption to system functionality.
   • Test new features and enhancements for the MEL system before they are fully implemented, ensuring compatibility and efficiency.
5. Data Integrity and Backup:
   • Monitor data accuracy within the MEL systems, ensuring that collected data is correctly input, processed, and analyzed.
   • Implement and maintain data backup protocols to ensure the protection of critical data and ensure recovery in case of system failure.
   • Ensure that data integrity is upheld across the MEL system by identifying discrepancies and inconsistencies and addressing them in a timely manner.
6. Documentation and Reporting:
   • Document system issues and the steps taken to resolve them, maintaining a detailed log of troubleshooting efforts.
   • Create clear documentation for common system problems and their solutions, adding to the knowledge base to assist future troubleshooting efforts.
   • Prepare regular reports on system performance, ongoing issues, and resolutions, sharing this information with relevant stakeholders.
7. Training and Support:
   • Provide support to MEL system users by offering troubleshooting guidance and best practices to avoid common system-related issues.
   • Develop user guides or FAQs to help team members navigate and resolve minor system issues independently.
   • Offer training sessions or workshops to enhance system use proficiency and mitigate recurring technical problems.
8. Continuous Improvement:
   • Regularly assess the efficiency of the MEL systems, identifying opportunities for improvements in system performance, user experience, and data handling.
   • Work closely with system developers and MEL team leads to recommend system improvements and upgrades based on feedback and identified needs.
   • Review technical processes and workflows for continuous refinement and to prevent future technical challenges.

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Key Skills and Competencies:

• Technical Proficiency:
  • Expertise in monitoring, evaluation, and learning (MEL) systems and their technical components (e.g., database management, reporting tools, data integrations).
  • Familiarity with database systems (e.g., SQL, relational databases) and ability to manage, query, and troubleshoot data-related issues.
  • Understanding of cloud-based platforms and data security protocols to ensure system reliability and data protection.
• Problem-Solving:
  • Excellent analytical skills to identify the root causes of technical problems quickly and efficiently.
  • Strong ability to resolve technical issues independently, while also knowing when to escalate complex problems to senior IT staff or external vendors.
  • Ability to prioritize issues based on impact to system functionality and business operations.
• Communication:
  • Ability to explain technical issues and solutions clearly to non-technical stakeholders, ensuring they understand the implications for MEL activities and overall project progress.
  • Strong written communication skills for creating user documentation, troubleshooting guides, and progress reports.
  • Collaborative mindset to work effectively with cross-functional teams, particularly with MEL teams, IT, and operations.
• Project Management:
  • Strong organizational skills to track and manage technical issues across multiple systems and departments.
  • Ability to manage time effectively to handle multiple tasks simultaneously and meet deadlines.
  • Experience with project management tools (e.g., JIRA, Asana) for tracking progress on technical issues and system updates.
• Customer Service Orientation:
  • Strong focus on providing high-quality support to MEL system users, with a service-oriented mindset to resolve issues promptly and efficiently.
  • Commitment to ensuring user satisfaction by offering clear, actionable solutions and guidance.

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Qualifications and Requirements:

• Education:
  • Bachelor’s degree in Information Technology, Computer Science, Engineering, or a related field.
  • Additional certifications in Database Management, System Administration, or Project Management are a plus.
• Experience:
  • 2+ years of experience in technical support, specifically related to Monitoring, Evaluation, and Learning systems or similar data management platforms.
  • Experience working with data integration tools, cloud-based systems, and data security protocols.
  • Familiarity with project management and collaboration tools, such as JIRA, Trello, or Asana, is advantageous.
• Skills:
  • Technical troubleshooting and system maintenance: proficiency in diagnosing system failures, managing data integrity, and optimizing system performance.
  • Proficient with MEL systems and software tools, including data collection tools (e.g., KoboToolbox, ODK), reporting software, and data analytics platforms.
  • Understanding of system architecture and ability to perform basic coding and system configuration is beneficial.

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Working Conditions:

• Work Environment:
  • Primarily office-based, with remote work flexibility depending on the nature of the organization.
  • Some evening or weekend support may be required for system updates or troubleshooting during off-peak hours.
• Travel:
  • Occasional travel may be required to assist with system installation or troubleshooting at various project sites.

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Performance Metrics:

1. Resolution Time: Ensure technical issues are resolved within SLA (Service Level Agreement) timelines, aiming for prompt resolution.
2. System Downtime: Minimize system downtimes and disruptions, ensuring optimal uptime for MEL systems.
3. Data Integrity: Ensure data accuracy and integrity are maintained throughout the lifecycle of monitoring and evaluation activities.
4. User Satisfaction: Achieve high satisfaction ratings from MEL team members and end-users, reflecting the quality of support and solutions provided.

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Conclusion:

The SayPro Technical Support Specialist plays a vital role in ensuring the smooth operation and integrity of SayPro’s Monitoring, Evaluation, and Learning systems. This position demands a mix of technical troubleshooting skills, effective communication, and collaboration to resolve technical issues, optimize system performance, and ensure the data used for decision-making remains reliable. By supporting the functionality and integrity of MEL systems, the Technical Support Specialist helps to maintain the accuracy and reliability of monitoring and evaluation processes across the organization.

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