NextBillion - A WDI Publication

Introduction

Médecins Sans Frontières/Doctors Without Borders (MSF) is an international independent medical humanitarian organisation that provides assistance to people affected by conflicts, epidemics, and natural or human-made disasters and excluded from healthcare. We provide this assistance without discrimination, irrespective of race, religion, creed or political affiliation.

About MSF Eastern Africa

MSF Eastern Africa is the regional institutional office of MSF. It focuses on representation and networking, recruiting and supporting staff from the region, communications and fundraising, as well as working on other dossiers of importance to MSF such as Diversity, Equity and Inclusion (DEI), Data Protection, mutualization, training, medical operational support and environmental health.

Rationale/Objective for Position

This position is hosted at MSF Eastern Africa office in Nairobi, in support of the OCG-led Insights-to-Action (I2A) project.

Insights-to-Action (I2A) addresses a long-standing operational challenge: ensuring that recommendations issued by technical experts to country and project teams are systematically captured, prioritized, actioned, and tracked through to outcome. Following the Incubator Phase 1 stress-testing of a Jira-based Minimum Viable Product (MVP) with eSwatini, South Sudan and other early adopters, the project enters a second incubator phase (May 2026 – June 2027) with three concurrent objectives:

• Implement the existing Jira-based MVP in three to five OCG countries (one per Cell) for HQ-to-Country recommendations;
• Extend the MVP to support Coordination-to-Project workflows, with appropriate access segregation;
• Design and test functional prototypes for other operational directorates users to assess shared-platform feasibility ahead of a potential 2027 large-scale rollout.

The Application Manager – I2A is responsible for the configuration, maintenance, evolution, and end-user support of the I2A platform (Atlassian Jira, Power BI dashboards, SharePoint pages and supporting low-code components) across these implementations. Working closely with the I2A Project Manager and with Medical, Logistics, Operations, and IT counterparts in OCG (and possibly other operational directorates), the role ensures the platform is operationally ready, properly documented, and adopted by Country Teams, Cells, Advisors, IMS pre-departure cohorts, and HQ users (L&D specialists, Internal Auditors, Patient Safety Incidents referent, etc.). The role also contributes to the technical decisions that will inform whether and how I2A transitions into a large-scale or business-as-usual solution from 2027.

This position reports hierarchically and functionally to the I2A Project Manager.

Tasks & Responsibilities

• Are you skilled at managing Atlassian products?
• Can you analyze user-reported issues, propose effective solutions, and automate processes to optimize workflows?
• Can you lead the delivery of Jira Atlassian spaces rollouts, ensuring functional coverage, and timely completion?
• Do you thrive in coordinating communication and collaboration across stakeholders, across departments and enjoy working as part of a team?
• Are you capable of defining deployment plans, allocating resources, supervising efforts, and ensuring compliance with standards?
• Can you produce clear documentation and reports to ensure traceability and drive informed decision-making?

Application Lifecycle Management

• Manage the I2A platform (Jira-based MVP, Power BI dashboards, development of country specific SharePoint portals, supporting low-code components) through its lifecycle for the duration of the incubator phase, ensuring availability, performance, and quality.
• Configure and adapt Jira projects, workflows, custom fields, permissions, and access segregation rules across the three operational scopes: HQ-to-Country (OCG), Coordination-to-Project, HQ-to-HQ recommendations, and OCP/OCBA prototype tenants.
• Set up and maintain country-specific Jira environments for the selected implementation countries, including data migration of recommendations, visit reports, and Terms of Reference for Q3 and Q4 2026.
• Maintain Power BI dashboards and SharePoint portals used by Project Teams, Cells, and HQ stakeholders, ensuring data accuracy and refresh reliability.
• Contribute to the design and testing of the simplified alternative MVP mock-up if the analysis of deployment resistance triggers that decision gate in Q4 2026.

Support & Maintenance

• Provide Tier 1 and Tier 2 functional and technical support to end users (Country Teams, Heads of Mission, Coordinators, Project Teams, Flying / MIO / MST staff, Advisors, IMS cohorts, HQ referents), analysing reported incidents and proposing effective resolutions.
• Liaise with the relevant DSI teams at OCG for Tier 3 support, change implementation, and integration with broader MSF systems.
• Participate and Advise the Senior Project Manager on the relationship with Atlassian and any other external service providers, ensuring effective collaboration on configuration changes, license management, and technical issues.
• Propose and implement process or configuration improvements derived from problem-management findings.

Product Development & Release Management

• Collaborate with the Project Manager to assess and prioritize new features, improvements, and use cases (including HQ-to-HQ recommendations from audits and evaluations).
• Support the writing of requests for change (RFC), bug reports, and user stories enabling smooth feature development.
• Coordinate User Acceptance Testing (UAT) scenarios and environments, engaging relevant stakeholders – with particular attention to high-volume departments such as Medical and Logistics.
• Support the organisation and delivery of releases according to defined quality criteria (functional coverage, budget, time).
• Automate role-based recommendations report for IMS onboarding, looking at best possible integration(s) as per OD’s ecosystem (Workday, Dynamics, SAP Success Factors, etc.). 

Training, Documentation & Knowledge Sharing

• Develop and maintain documentation, FAQs, configuration guides, and on-demand support materials (“how-to” videos, practical user guides).
• Deliver targeted training and weekly Q&A sessions for users, including in-depth training of Insights-to-Action Country focal points (Information Management Champions and IS Officers) in implementation countries.
• Contribute to IMS pre-departure briefings for staff deploying to implementation countries.
• Build the capacity of country focal points to ensure sustained ownership beyond the incubator phase.

Stakeholder Collaboration & Multi-OD Coordination

• Act as liaison between the I2A Project Team and IT focal points across ODs, supporting the assessment of common workflows versus OD-specific governance, configuration, and constraints.
• Coordinate communication with all areas of the organisation impacted by the platform lifecycle, including missions, Cells, and HQ departments.
• Contribute to the feasibility and decision notes that will inform whether and how I2A transitions to a large-scale or BAU solution from 2027.
• Maintain consistent, transparent communication with stakeholders to provide updates, resolve issues, and ensure alignment.