OpenLMIS Helpdesk Consultant

We are recruiting to fill the position below:

Job Title: OpenLMIS Helpdesk Consultant

Location: Abuja
Employment Type: Contract

Purpose of the Consultancy

• VillageReach seeks to engage qualified OpenLMIS Helpdesk Officer Consultants to provide frontline technical and user support for OpenLMIS implementation and routine operations in Nigeria.
• The consultants will support users by troubleshooting system issues, guiding correct system usage, documenting and escalating technical challenges, and contributing to continuous improvement of helpdesk operations and user adoption within the national health supply chain system.

Scope of Work
The Consultant will be responsible for the following:
User Support & Helpdesk Operations:

• Follow up with users to confirm issue resolution and provide additional support where needed.
• Serve as the first point of contact for OpenLMIS users requiring technical assistance via ph one, email, or in-person support.
• Maintain professional and responsive communication with government and partner users.
• Receive, log, track, troubleshoot, and resolve user issues related to OpenLMIS system access, data entry, reporting, and routine system use.
• Escalate unresolved or complex technical issues to the appropriate technical teams.

Issue Documentation & Reporting:

• Contribute to identification of system improvement opportunities based on user feedback and recurring issues.
• Document all support requests, issue resolution steps, escalations, and troubleshooting activities within the helpdesk tracking system.
• Maintain accurate records of frequently reported issues, bugs, and recurring system challenges.
• Support the preparation of periodic support and performance reports.

User Guidance & Capacity Building:

• Support end-users in correct OpenLMIS workflows and data entry procedures to improve data quality, completeness, and reporting timeliness.
• Provide ongoing user guidance and technical support to strengthen system adoption and sustainability.
• Assist in the development and updating of training materials, user guides, FAQs, and reference documentation.
• Support onboarding and refresher training sessions for users and trainers.

Coordination & Continuous Improvement:

• Support continuous improvement initiatives related to user support, system administration, and operational efficiency.
• Collaborate with technical teams and implementation partners to strengthen helpdesk processes and support mechanisms.
• Participate in other project-related support activities as assigned.

Deliverables
The Consultant will be expected to deliver:

• Updated issue trackers and support documentation
• Training support documentation and attendance records
• Periodic support and issue analysis reports
• User support and troubleshooting records
• Timely resolution and escalation of helpdesk tickets
• Frequently Asked Questions (FAQs) and user guidance materials

Requirements
Required Qualifications and Experience:
The ideal consultant should possess:

• Experience with OpenLMIS, LMIS, HMIS, DHIS2, or other digital health systems is an advantage.
• Experience supporting donor-funded public health programs is an added advantage.
• Experience supporting implementation or use of digital systems involving multiple stakeholders.
• Degree or Diploma in Information Technology, Computer Science, Health Informatics, or related field is preferred.
• Strong analytical and problem-solving skills with high attention to detail.
• Proficiency in Microsoft Office Suite (Word, Excel, Outlook, PowerPoint).
• Strong communication and interpersonal skills, including experience working with government and partner users.
• At least 2+ years of experience supporting information systems users or helpdesk operations.
• Experience with helpdesk or ticketing tools such as Jira, Confluence, Service Desk, or similar platforms is an advantage.
• Demonstrated ability to quickly learn and support new systems and processes.

Reporting Line:

• The Consultant will report to the OpenLMIS Technical Manager or designated VillageReach supervisor.

Duration and Nature of Engagement:

• This consultancy is expected to be full-time for an agreed contract period, subject to project needs and funding availability.

How to Apply
Interested and qualified candidates should:
Click here to apply online

Note

• All consultants are expected to comply with VillageReach safeguarding, anti-bribery, confidentiality, and code of conduct policies.
• VillageReach is an equal opportunity organization committed to diversity and inclusion.
• VillageReach is committed to safeguarding children, vulnerable adults, and communities.

Application Requirements

• Updated CV
• Proposed daily or monthly consultancy rate in USD
• Cover Letter highlighting relevant experience
• Availability/start date.