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

  1. 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.

    1. 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.

    1. 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.

    1. 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.