Systems Support Specialist

Job Description

OVERALL RESPONSIBILITIES:

The Systems Support Specialist provides the day-to-day operational support of the Supply Chain system in collaboration with the integration team, and other business units throughout the organization. The Specialist is responsible for monitoring system issues and working with product teams to resolve. The Specialist will be a bridge between business analyst, integration teams, and end users to help develop and test tailored solutions to improve and enhance the Supply Chain system solution. As an expert on the Supply Chain system implemented solution, the Specialist will configure or develop and document solutions as required. The Specialist will also provide backup to the Operations Analyst for general support activities. The System Integration Specialist is part of the IT Strategy-Operations implementation team and works in collaboration with the MIS Unit, closely with the Global Supply Chain project staff, and other PFSCM Units as applicable.

SPECIFIC RESPONSIBILITIES:

• Monitor and maintain the operations, resolve issues, and help develop new solutions for the Supply Chain system.
• Troubleshoot, assign resources to resolve emerging or identified issues, and lead action teams to correct.
• Report on a variety of metrics to system availability and support effectiveness.
• Coordinate with development, user, and network teams to ensure systems meet capacity requirements.
• Work with development teams to design, build, and implement application integrations.
• Test major and minor enhancements as part of the development team and coordinate with the change manager and business analyst to support user testing.
• Work with business analyst to document business process and requirements documents.
• Build reports and/or data extracts to support business analysis.
• Support development on resolving system defects, acting as liaison, and developing solutions.
• Coordinate directly with business users and business analyst to best understand and analyze business specifications.
• Conduct / triage customer support issues and assign to the appropriate team or resolve.
• Support user base with any operational issue, including login issues, system installation, hardware, user maintenance, and system availability.

QUALIFICATIONS:

• Bachelor’s Degree in Computer Science, Engineering, related field, or equivalent experience required.
• 5+ years of experience supporting complex workflow driven IT systems.
• Documented experience in one or more of the following types of systems; ERP, Web Based Transactional, Supply Chain, and Financial.
• Familiarity with agile project methodologies, database concepts and principles, and Java or similar language development practices and concepts.
• Experience providing user support, both remotely and in person.
• Demonstrated strong analytical and problem solving skills and ability to follow procedures and resolve exceptions.
• Demonstrated ability to design and document user focused solutions.
• Excellent written and verbal communication and interpersonal skills with proven ability to understand customer needs and provide guidance to standard processes.
• Strong organizational skills and ability to perform multiple tasks simultaneously, set priorities, and work in a team with diverse cultural backgrounds.
• Solution oriented with a high sense of quality, attention to detail, accuracy, efficiency, and meeting tight deadlines.
• Team player who is also able to work independently and handle conflicting priorities while maintaining consistent, quality performance standards.
• Availability to travel, and perform other duties as need
• No relocation or allowances provided for this position.
• Must be eligible to work in The Netherlands.
• 12 month position only.

JSI is an Equal Opportunity, Affirmative Action Employer committed to workplace diversity. We are committed to providing equal employment opportunities for all qualified applicants and employees without regard to age, race, color, national origin, ancestry, creed, religion, gender, disability, marital status, gender identity, sexual orientation, sexual preference, genetic information, political affiliation, or protected veteran status in any employment decisions. M/F/V/D

If you are an individual with a disability, or a disabled veteran and unable to apply online for an available position, you may submit your request for reasonable accommodation by calling Human Resources at 617-482-9485.

Please read this notice entitled Equal Employment Opportunity is the Law, and this “EEO is the Law” Poster Supplement.

About the Organization

The Partnership for Supply Chain Management (PFSCM) brings together multiple private sector and non-governmental organizations that are among the most trusted names in supply chain management and international public health and development in the world. PFSCM has been recognized internationally for its work to save lives through stronger public health supply chains; the partnership won two supply chain distinction awards from the European Supply Chain and Logistics Summit in 2010 and was a finalist in the 2012 Supply Chain Innovation Award Competition sponsored by the Council of Supply Chain Management Professionals (CSCMP) and SupplyChainBrain.

The Global Fund to Fight AIDS, Tuberculosis and Malaria is a major financing institution in the fight against these diseases in 140 countries. The Global Fund selected PFSCM to be its primary Procurement Agent for Global Fund principal recipients, under its Pooled Procurement Mechanism aimed at ensuring a cost-effective and efficient procurement process that meets all the Global Fund standards for a Procurement Agent. This service provides support to countries to resolve procurement bottlenecks and supply chain management challenges and to facilitate timely access to pharmaceuticals and other health products.

In addition, PFSCM implements other supply chain management projects with other client/donors including the Malaria Consortium and several developing country governments.