ABOUT THE ROLE

The Product Officer – Systems is responsible for providing technical support to end users, ensuring the smooth operation of organizational systems, and maintaining the infrastructure required for effective product use. This role involves troubleshooting technical issues, supporting system setup, and ensuring seamless integration of product tools. The officer works closely with the Product Officer – Engagement to keep stakeholders informed about new product releases, provide training, and address system-related concerns. They serve as the first point of contact for system troubleshooting and technical assistance.

KEY RESPONSIBILITIES

System Development & Maintenance

• Collaborate with the product team to develop, configure, and maintain data collection tools and other organizational systems.
• Manage the setup and configuration of Spark’s systems and platforms on different devices (phones and laptops) for various stakeholders.
• Monitor system usage, troubleshoot failures, and provide routine reports to the Data & Systems Manager for necessary actions.

Technical Support & Troubleshooting

• Act as the primary contact for resolving system-related (hardware & software) issues raised by stakeholders.
• Work closely with the Product Officer – Engagement, M&E Assistants, and program teams to collect feedback and address system requirements.
• Communicate system updates, new releases, and resolutions to relevant stakeholders, ensuring they understand and can effectively use the systems.

Training & Capacity Building

• Conduct training sessions on product systems for field teams, ensuring all users are well-equipped to operate organizational tools efficiently.
• Develop and maintain IT literacy training materials in collaboration with the Engagement Officer to enhance digital skills among users.

Asset Management & Documentation

• Develop and maintain an updated inventory of all organizational hardware devices owned by staff, Community-Based Facilitators (CBFs), and Partner Trainers.
• Ensure proper documentation of system processes, issue resolutions, and user guidelines to support knowledge sharing and troubleshooting.
• Any other duties as assigned by your supervisor

QUALIFICATIONS & SKILLS

Minimum Qualifications

• Bachelor’s degree in Information Technology, Computer Science, Data Science, Information Systems, or a related field.
• At least 3-4 years of experience in IT support, systems administration, or a related technical role.
• Experience working with data collection tools, system management platforms, and troubleshooting software & hardware issues.

Technical Skills

• Proficiency in database management, system configurations, and troubleshooting hardware/software issues.
• Familiarity with data collection platforms such as CommCare, ODK, KoboToolbox, or other mobile data collection tools.
• Advanced proficiency in designing, developing, and deploying XLSForms for data collection platforms, including ODK, KoBoToolbox, and SurveyCTO
• Experience with cloud-based systems, enterprise software solutions, and IT infrastructure management.
• Ability to analyze system performance and generate reports for decision-making.
• Strong programming and scripting skills (e.g., SQL, Python,React,Flutter, JavaScript) will be an added advantage.

Soft Skills

• Strong problem-solving and critical-thinking skills to diagnose and resolve system issues.
• Excellent communication and interpersonal skills to engage with stakeholders and provide training.
• Ability to work independently and collaboratively in a fast-paced environment.
• Strong organizational and documentation skills for maintaining system records and training materials.
• Knowledge of local languages such as Tumbuka and Chichewa is an added advantage.

• Collaborate with the product team to develop, configure, and maintain data collection tools and other organizational systems.
• Manage the setup and configuration of Spark’s systems and platforms on different devices (phones and laptops) for various stakeholders.
• Monitor system usage, troubleshoot failures, and provide routine reports to the Data & Systems Manager for necessary actions.
• Act as the primary contact for resolving system-related (hardware & software) issues raised by stakeholders.
• Work closely with the Product Officer – Engagement, M&E Assistants, and program teams to collect feedback and address system requirements.
• Communicate system updates, new releases, and resolutions to relevant stakeholders, ensuring they understand and can effectively use the systems.
• Conduct training sessions on product systems for field teams, ensuring all users are well-equipped to operate organizational tools efficiently.
• Develop and maintain IT literacy training materials in collaboration with the Engagement Officer to enhance digital skills among users.
• Develop and maintain an updated inventory of all organizational hardware devices owned by staff, Community-Based Facilitators (CBFs), and Partner Trainers.
• Ensure proper documentation of system processes, issue resolutions, and user guidelines to support knowledge sharing and troubleshooting.
• Any other duties as assigned by your supervisor

• Proficiency in database management, system configurations, and troubleshooting hardware/software issues.
• Familiarity with data collection platforms such as CommCare, ODK, KoboToolbox, or other mobile data collection tools.
• Advanced proficiency in designing, developing, and deploying XLSForms for data collection platforms, including ODK, KoBoToolbox, and SurveyCTO
• Experience with cloud-based systems, enterprise software solutions, and IT infrastructure management.
• Ability to analyze system performance and generate reports for decision-making.
• Strong programming and scripting skills (e.g., SQL, Python,React,Flutter, JavaScript) will be an added advantage.
• Strong problem-solving and critical-thinking skills to diagnose and resolve system issues.
• Excellent communication and interpersonal skills to engage with stakeholders and provide training.
• Ability to work independently and collaboratively in a fast-paced environment.
• Strong organizational and documentation skills for maintaining system records and training materials.
• Knowledge of local languages such as Tumbuka and Chichewa is an added advantage.

• Bachelor’s degree in Information Technology, Computer Science, Data Science, Information Systems, or a related field.
• At least 3-4 years of experience in IT support, systems administration, or a related technical role.
• Experience working with data collection tools, system management platforms, and troubleshooting software & hardware issues.