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Project Management Jobs - Project Support Administrator E.A - Nilecom Ltd


Job Title:    Project Support Administrator E.A

Organization:  Nilecom Ltd

Duty Station:  Kampala, Uganda


About US:

Nilecom Ltd, one of the biggest franchisees/dealers for MTN Uganda Ltd which is itself Uganda’s leading telecommunications company, with products like Simpacks, mobile phone airtime, mobile phone handsets, fixed lines, internet and mobile money.


In partnership with Mezzanine a South African-based company that has designed and built digital technology solutions for its clients in the agricultural and healthcare spaces across Africa since 2012 seeks to hire a competent project support administrator who will coordinate, collaborate the connected farmer Uganda project intended to improve agricultural productivity, market linkages, extension services and access to inputs for smallholder farmers using the connected farmer platform.


Job Summary: The position will require the incumbent to provide 1st and technical and application support to our customers on various levels.


Key Duties and Responsibilities:

Project Support:

·         Ensuring the activation and training of 1st and 2nd line support with Clients and Partners per instance.

·         Confirm 1st & 2nd Line Support structures in place that will be used in supporting the project.

·         Confirm required solutions such as Wiki pages are in place and up to date

·         Contact identified target clients and identify reasons for low adoption of support system.

·         Build a relationship with client/support champions.

·         Improve client experience according to identified challenges and understand how to channel the issues to the relevant support level.

·         Conduct on-site training for support champions on support processes, protocols, and solutions.

·         Provide support for client and staff throughout and all associated systems, respond to and help resolve user issues on a day to day basis via the Zendesk Support Desk also Provide Support for product implementation.

·         Assist in the preparation of training and presentation material.

·         Assist in the coordination and planning of training days and Creating and amending templates and new documentation for users.


·         Monitoring and Managing East Africa projects, providing updates on existing projects to the product owners and Product Management team by being able to share lessons learned from the previous experience as part of;

o   Solution Adoption Statistics

o   Web user logins/activity (per product criteria)

o   Mobile app user logins/activity (per product criteria)

o   Client performance basing on the activities

o   JIRA ticket and ZenDesk summary report

·         Improving recommendations on improving solution and adoption.

·         Support line status update per instance on wiki upon any changes.

·         Documenting of the best practices to improve the solution on wiki.


·         Assist with deployment and procurement responsibilities and information gathering that will be used in the deployment.

·         Work with the Deployment Manager to ensure ad hoc responsibilities for the device are sorted before training.

·         Confirm readiness for deployment with the client.

·         Assist in Install and enroll applications on the project-specific devices and distribution

·         Assist in completing the asset allocation register

·         Support instance configuration as per the client operations


·         Support the quality of training provided for Mezzanine application deployments.

o   Provide training manuals that can be used as a reference point

·         Improve the level of solution adoption post-deployment

o   Following up on the performance in the application and client on a daily basis

·         Assist with deployment and procurement responsibilities for smooth adoption of our solution

·         Improve the usability of the solution/application based on client feedback

o   Provide weekly report on adoption

Project Management

·         Keeping to Timelines – deadline orientated for the deliverables assigned to you on the project by updating on Mavenlink

·         Milestone tracking – keep milestones visible for all relevant parties by providing an update on every task

·         Support in identifying risks – early identification of risks that may affect the outcome of the project and its adoption

·         Support in alignment with the project kickoff and Deployment

·         Follow up with the relevant stakeholders involved in the project for any update that can improve both adoption and project ongoing activities.

General Duties:

·         Assist all users on supported software and computing platforms to the best of his/her ability, in a professional and courteous manner

·         Log User Service Requests all other helpdesk interactions

·         Respond to requests for technical assistance in person, via phone, electronically

·         Diagnose and resolve technical, hardware, and software issues raised by users

·         Manage service requests according to Service Level Agreements, Severity, and Priority

·         Follow standard help desk procedures

·         Assign/escalate problems to the appropriate resource

·         Track service requests and document resolutions

·         Prepare activity reports

·         Stay current with system information, changes, and updates

·         Assist in the creation of educational material (including manuals and movie clips)

·         Support the colleagues with any work-related tasks and issues that may arise


Qualifications, Skills and Experience:

·         Essential: Degree or equivalent qualification in Project Management.

·         Essential: Minimum three years of experience as a Project Manager.

·         Essential: Exposure to IT solutions like Zendesk Support Desk, Wiki Pages, solution Adoption Statistics like

o   Web user logins/activity (per product criteria)

o   Mobile app user logins/activity (per product criteria)

o   Client performance basing on the activities

o   JIRA ticket and ZenDesk summary report

·         Ability to conduct successful training sessions.


Behavioural Competencies:

·         Proficiency in Microsoft Office applications.

·         Strong analytical and reporting skills.

·         Creative and enthusiastic

·         Excellent verbal and written communication skills.

·         Presentation skills.

·         Customer Relationship Management skills

·         High level of commitment to duty and discipline.

·         Honesty, high integrity, respectful, transparent


How to Apply:

If you believe you match the requirements listed above, please deliver your resume (CV), copies of certificates, references, and cover letter not more than 250KB to with the job role clearly indicated in the email subject line.


Deadline: Tuesday, 24th November 2020 by 05:00 pm.


NB: Only short-listed candidates will be contacted.


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