The Pharmacist – Software Support Assistant provides critical first-line support for pharmaceutical software systems used across 20 countries. This role combines pharmacy expertise with technical support skills to ensure the smooth operation of pharmaceutical information management systems and other digital tools supporting medicine supply chains, inventory control, dispensing, and reporting. The assistant works closely with pharmacists, healthcare workers, and IT teams to troubleshoot user issues, guide system usage, and escalate complex problems for resolution. The ideal candidate is a trained pharmacist with strong computer literacy, attention to detail, and a commitment to improving pharmaceutical services through digital innovation.

PROJECT DESCRIPTION
The Health Systems and Applications Unit leads the design, deployment, and maintenance of innovative digital health platforms that strengthen healthcare delivery across multiple countries. The unit manages a suite of applications including electronic medical records (EMRs), pharmaceutical and logistics management systems, referral coordination tools, and telemedicine platforms. These systems are designed to be secure, scalable, and responsive to the evolving needs of healthcare providers and patients in low-resource and humanitarian settings. The Software Support Senior Officer plays a key role in this ecosystem by ensuring uninterrupted functionality and user support for all deployed applications, enabling frontline health workers and program managers to rely on digital tools for critical decision-making and service delivery.

MAIN TASKS AND RESPONSABILITIES:

• Software Support: (100%)

• User Support and Training:
  • Provide technical support and troubleshooting assistance to healthcare staff using health information systems and applications.
  • Conduct training sessions and create user manuals to educate healthcare personnel on system functionalities and best practices.
• Issue Resolution and Escalation:
  • Respond promptly to user-reported issues and escalate complex problems to appropriate technical teams for resolution.
  • Document incidents, problems, and resolutions in the helpdesk or ticketing system to track and analyze trends.
• System Documentation and Reporting:

• Maintain accurate and up-to-date documentation of system configurations, processes, and procedures.
• Generate regular reports on system performance, uptime, user issues, and resolution status for management review.

• Collaboration and Coordination:
  • Work closely with IT teams, healthcare professionals, and vendors to coordinate system updates, enhancements, and new deployments.
  • Participate in cross-functional teams to evaluate, recommend, and implement improvements to health information systems.
• End-User Feedback and Continuous Improvement:
  • Gather feedback from healthcare staff regarding system usability, performance, and functionality.
  • Use feedback to identify areas for improvement and collaborate with IT teams to implement enhancements and updates.
• Adherence to Best Practices:
  • Follow industry best practices and standards for health information technology (HIT) and health informatics.
  • Stay updated with emerging trends and technologies in HIT to inform system enhancements and improvements.

Any other support and training related tasks assigned by supervisor.