JOB OPPORTUNITY
MIS Support Specialist – IT (Support Pharmadex)
Overall Responsibilities:
The goal of the global five-year USAID Medicines, Technologies and Pharmaceutical Services (MTaPS) Program is to help low- and middle-income countries to strengthen their pharmaceutical systems to ensure sustainable access to and appropriate use of safe, effective, quality-assured, and affordable essential medicines and pharmaceutical services. MTaPS, implemented by Management Sciences for Health (MSH) and partners, will provide technical assistance to the Ministry of Health and Population (MOHP) and the Department of Drug Administration (DDA) including other relevant implementing agencies to strengthen pharmaceutical systems including pharmaceutical sector governance, good pharmacy practices, regulatory systems, pharmaceutical management information systems, and improve patient-centered pharmaceutical services.
MTaPS is looking for a new staff to support in the roll out of the new Management Information System Pharmadex 2 currently being developed for streamlining the regulatory authority processes such as pharmacy registration, manufacturer registration and product registration. The system is built on best practices for pharmacy registration norms and WHO guidelines.
Specifically, support on the transitioning of existing pharmacies into Pharmadex 2. In addition, new applications for registration of a pharmacy will be captured using Pharmadex 2. Since this is a new system, MTaPS and DDA anticipates that the applicants will experience some technical challenges while using the software which the MIS support specialist IT is expected to troubleshoot and resolve.
The MIS support specialist IT personnel will be based at DDA and will support the pharmacy owners, manufacturers and other applicants and DDA users when technical problems emerge.
LOCATION
The MIS support specialist IT will be situated in Kathmandu, Nepal at the DDA
Technical Support (50%)
- Support applicants to use the Pharmadex for registration of pharmacies, wholesalers, importers, manufacturers and products.
- Support DDA to troubleshoot the technical problems faced by clients while using the Pharmadex.
- Assist with onboarding of new users in Pharmadex2.
- Assisting clients through multiple channels i.e emails, messages, calls and in person meetings.
- Receive calls and messages from clients and troubleshoot the problems and provide technical support to the problems faced by clients on using the pharmdex2.
- Record, track, and document the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.
- Prioritize and schedule problems. Escalate problems (when required) to the appropriately experienced Manager.
- Conduct data analysis and prepare an assessment report of the issues handled and troubleshooted.
- Provide technical support to the DDA for Pharmadex’s functionality and features with their user environment.
Capacity Building (30%)
- Develop capacity building strategies and methods needed to implement the helpdesk and improve data quality.
- Develop a detailed plan to promote sustainable data use in DDA.
- Assist DDA staffs in data use and report generation.
- Assist DDA inspectors in the use of the inspection modules.
- Assist DDA staff in data quality and assess data quality.
- Work with relevant partners to build sustainable capacity of DDA and regional/provincial offices for effective pharmaceutical regulatory information system.
- Write success stories and demonstrate Pharmadex.
Coordination (20%)
- Work closely with DDA management team and the MTaPS Nepal team to develop realistic action plans to ensure the smooth functioning of the helpdesk.
- Report regularly to the line managers on progress/results achieved in technical work plans and barriers encountered, and resolve any challenges faced.
- Work closely with the MTaPS Nepal Management Team and the Finance and Administration Manager to develop and monitor appropriate/adequate budgets to support relevant technical activities.
- Take part in progress meetings with DDA, USAID and MTaPS team and contribute to all program reporting.
- Represent the program at various technical meetings with other cooperating agencies and participate in various working groups as required, including making technical presentations on key activities and achievements of assigned areas as needed.
- Maintain close liaison and coordination with senior officials in the DDA and regional/provincial offices, MOHP and other key stakeholders regarding the operation of the helpdesk.
- Work closely with other MTaPS team members to ensure technical work plans are being implemented in a timely and technically sound manner, and productively leverage collaboration with key government and other stakeholders and partners.
REQUIRED MINIMUM EDUCATION
Bachelor’s degree in Pharmacy or Information technology with other relevant discipline and hands on experience on customer support.
REQUIRED MINIMUM EXPEREINCE
- At least four years of relevant experience in areas of the IT sector specialized on MIS support and help desk activities.
- Knowledge of administrative, clerical procedures and business logic of the Department of Drug Administration
- Knowledge of customer service principles and practices
Preferred:
- Experience with government regulated medicine administration systems like DAMS and Pharmadex.
- Demonstrated experience in regulatory affairs and procedures.
- Experience in handling issues and problems through issue tracker software like Jira or Redmine, with good analytical and reporting skills and an excellent communicator
KNOWLEDGE AND SKILLS
- Strong skills in IT and Management Information Systems
- Significant experience in providing technical assistance on management information systems and implementing information manual and electronic tools to strengthen health/pharmaceutical systems desired.
- Demonstrated intermediate skills in Microsoft Office Suite applications, including Word, Excel, and PowerPoint. Familiarity with Microsoft Project a plus, Redmine.
- In-depth understanding of design, planning and functionalities of e-health related tools
- Excellent interpersonal skills, sound judgment, communication skills, training experience, ability to identify and resolve issues and operational constraints.
- Experience and ability working with senior government officials and communicate well
- Excellent written and verbal communication and presentation skills in English.
- Experience with USAID and other donor agencies is desirable.
- Strong organizational skills including the ability to handle multiple tasks simultaneously.
COMPETENCIES
- Functional competencies: highly motivated, resourceful, results driven and persistent. Ability to think strategically, gather and analyze information in order to make appropriate decisions. Strong management and planning skills and good in following up and having the overview while also focusing on the details. Strong communication skills.
- Core MSH competencies: adaptability, communication, problem solving, creativity and innovation, timeliness of work, quality of work and team relationships, resource utilization.
- Sound judgment, self-motivation, strong initiative and team player.
PHYSICAL DEMANDS
- Travel requirements are limited but many include travels to branch office.
MSH is an equal opportunity employer and will not discriminate against any employee or applicant for employment on the basis of race, color, sex, sexual orientation, gender or gender identity, religion, creed, citizenship, national origin, age, veteran status, or disability unrelated to job requirements. MSH will take affirmative action to ensure that qualified applicants are employed and that employees are treated without regard to their race, age, color, religion, sex, sexual orientation, gender identity, national origin, veteran and disability status. In compliance with U.S. Department of Labor Executive Order 11246, Section 503 of the Rehabilitation Act, and Section 4212 of the Vietnam Era Readjustment Assistance Act, MSH has developed and maintains an affirmative action program and plan.
