The Center for International Forestry Research (CIFOR), operating under the umbrella of the Consultative Group on International Agricultural Research (CGIAR) and hosted by the International Maize and Wheat Improvement Center (CIMMYT), is seeking a motivated and skilled professional to serve as an Enterprise Systems Support Technician for the Africa Region. This critical role is based in Nairobi, Kenya, and entails significant regional responsibilities that will support the organization’s operations across multiple African countries.
This position is ideal for a dynamic individual with a strong IT support background, an understanding of enterprise systems, and a passion for enabling development through technology. The successful candidate will help empower users, optimize enterprise platforms, and contribute to the smooth functioning of information systems in a dynamic, mission-driven environment.
Introduction to CIFOR and the Role
The Center for International Forestry Research (CIFOR) is part of the CGIAR, a global research partnership for a food-secure future. CIFOR, along with its host institution CIMMYT, focuses on transformative research in forestry, agroforestry, and sustainable land use. Technology and information systems play a central role in the achievement of these goals. Therefore, the Enterprise Systems Support Technician is an essential part of our regional strategy to ensure that enterprise-level software and platforms are well-managed, accessible, and effectively utilized by staff across Africa.
The individual will work closely with the Enterprise Systems Team and country office stakeholders to ensure seamless user experiences with key applications, including ERP systems, HR platforms, finance software, and other institutional technologies.
Detailed Job Description
1. User Support
The Enterprise Systems Support Technician will be responsible for offering first-level user support across a broad suite of enterprise platforms. This includes:
- Responding to queries and concerns from users relating to functionality, access, and technical glitches.
- Ensuring prompt resolution of common issues through troubleshooting or guided solutions.
- Working with the global enterprise systems team to escalate unresolved issues beyond first-line support.
- Acting as the initial point of contact for support tickets concerning enterprise applications.
Your role will ensure that staff across Africa experience minimal disruption in their workflows, increasing productivity and confidence in the organization’s technology infrastructure.
2. Training and Onboarding
A key component of this position is to promote digital fluency within the organization. The Enterprise Systems Support Technician will:
- Assist with onboarding new staff by introducing them to relevant systems, user policies, and best practices.
- Facilitate training sessions (virtual and in-person) to empower staff in the effective use of enterprise tools.
- Work with HR and IT departments to ensure timely access and orientation for new hires.
- Continuously identify knowledge gaps among staff and plan capacity-building sessions accordingly.
By fostering a culture of competence and continuous learning, the Technician will contribute to higher user satisfaction and better adoption of digital tools.
3. Issue Management
Maintaining oversight of system-related issues is crucial for identifying trends, risks, and recurring problems. The successful candidate will:
- Log all user issues and support requests in the organization’s ticketing system.
- Monitor and track the lifecycle of each ticket from submission to resolution.
- Escalate tickets appropriately based on complexity and priority.
- Report back to users on the status of their requests and provide closure details upon resolution.
Your disciplined approach to ticketing will help the IT team refine service delivery and better allocate resources.
4. Documentation
In this role, the candidate will be expected to create, maintain, and update user support materials. These include:
- Step-by-step reference guides for frequently used systems and workflows.
- Troubleshooting documents for recurring issues.
- Contribution to an evolving knowledge base that supports institutional learning.
- Recording procedural changes and updates from the enterprise systems team.
These documents will serve as essential tools for both end-users and fellow support technicians, enabling self-service and knowledge continuity.
5. Access Management
The Technician will also be entrusted with managing system access in a secure and compliant manner. Specific tasks include:
- Handling user role assignments across multiple platforms (e.g., ERP, HRIS, financial systems).
- Processing access requests in line with organizational policy and data security protocols.
- Ensuring that user access aligns with functional responsibilities and least privilege principles.
- Collaborating with supervisors and managers to audit and review existing access permissions.
Proper access management not only enhances security but also ensures operational efficiency and data integrity.
6. Testing and Rollout
New features, modules, or systems often require rigorous testing before deployment. The Enterprise Systems Support Technician will:
- Participate in User Acceptance Testing (UAT) alongside other stakeholders.
- Document findings and provide feedback to the development team.
- Help organize and coordinate pilot testing for new rollouts within country offices.
- Support communications, change management, and post-launch user support.
This part of the role positions the Technician as both a tester and a user advocate during technology transitions.
7. Regional Support
Unlike many IT support roles, this position has a distinct regional outreach mandate. The Technician will be required to:
- Travel to country offices across Africa as needed.
- Deliver onsite support, training, and system interventions.
- Conduct user assessments and needs evaluations during visits.
- Serve as a liaison between country offices and the global enterprise systems team.
Regional travel is a key part of this job and will require strong interpersonal skills, adaptability to local contexts, and cultural sensitivity. The Technician will be a critical bridge connecting central services with local operational needs.
Additional Information
This role reports to the Regional ICT Lead and collaborates closely with global and local teams across functions, including Finance, Human Resources, and Research Management. The role requires a balance of technical know-how, problem-solving ability, user engagement, and documentation skills.
Location: The position is based in Nairobi, Kenya, but with responsibilities spanning across the African region. Travel will be required to various country offices, depending on operational needs and project rollouts.
Work Environment: The selected candidate will operate in a multicultural, multilingual setting, interacting with professionals from a wide range of backgrounds. The position offers a unique opportunity to contribute to global development goals through digital empowerment.
Contract Type: This is a full-time, fixed-term position with the potential for extension based on performance and project funding.
Remuneration and Benefits: Competitive salary and benefits will be offered, in line with international NGO standards and based on qualifications and experience.
Why Join CIFOR and CIMMYT?
Working at CIFOR, hosted by CIMMYT, means being part of a global research community striving for a more equitable, food-secure, and environmentally sustainable world. As part of this community, the Enterprise Systems Support Technician will help staff leverage technology to perform cutting-edge research, improve institutional operations, and influence policy and practice across the agricultural and environmental sectors.
This position offers not only career development but also the chance to contribute meaningfully to regional development, sustainable practices, and impactful scientific work.
If you have a strong IT background, a people-oriented approach, and the readiness to work across countries, systems, and teams—this is your opportunity.
Application Process
Interested and qualified candidates are encouraged to submit their applications through the official portal. Please ensure your application includes a detailed CV and a brief cover letter explaining your suitability for the role. Applications will be reviewed on a rolling basis, and early submissions are encouraged.
