Business Systems Support Officer (Internal Vacancy)
Reference number: 202620
Job status: In-progress
Job category: Local Position
Duty station: Nairobi, Kenya
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CIFOR-ICRAF
The Center for International Forestry Research (CIFOR) and World Agroforestry (ICRAF) envision a more equitable world where trees in all landscapes, from drylands to the humid tropics, enhance the environment and well-being for all. CIFOR and ICRAF are non-profit science institutions that build and apply evidence to today’s most pressing challenges, including energy insecurity and the climate and biodiversity crises. Over a combined total of 65 years, we have built vast knowledge on forests and trees outside of forests in agricultural landscapes (agroforestry). Using a multidisciplinary approach, we seek to improve lives and to protect and restore ecosystems. Our work focuses on innovative research, partnering for impact, and engaging with stakeholders on policies and practices to benefit people and the planet. Founded in 1993 and 1978, CIFOR and ICRAF are members of CGIAR, a global research partnership for a food secure future dedicated to reducing poverty, enhancing food and nutrition security, and improving natural resources.
CIFOR-ICRAF is looking for a
Business Systems Support Officer (Internal Vacancy)
Overview
In line with team objectives, policies, and procedures and under guidance of the Senior Systems Analyst and Operations Leader, the Business Systems Support Officer is responsible for providing support services for CIFOR-ICRAF business systems. The Support Officer will work with business analysts, solution development teams, and end users to help develop and test solutions to improve and enhance CIFOR-ICRAF business systems.
Duties and responsibilities
1. Support.
- Serve as the first level support for CIFOR-ICRAF Business Systems, ensuring timely resolution of incidents and requests in line with SLAs
- Respond to incidents and change requests, and update users on resolution status in a timely manner
- Work closely with technical teams and business users to diagnose, troubleshoot, and resolve system issues effectively
- Ensure proper documentation of issues, root causes, and resolutions.
- Proactively identify recurring issues and recommend sustainable solutions to reduce support overhead
- Maintain high levels of customer satisfaction through effective communication and service delivery.
2. Business Analysis.
- Participate in quantitative and qualitative analysis to derive functional requirements based on standard procedures.
- Provide support in process improvement activities and in development of procedures relating to business systems.
- Coordinate with internal stakeholders to develop data models to generate regular and ad-hoc reports and analytical solutions.
- Work closely with the Business Analysts to identify core processes and ensure alignment with existing procedures, guidelines, and policies.
- Participate in system enhancements, deployments, and upgrades of applications and associated system.
- Ensures up to date system documentation relating to all processes in accordance with CIFOR-ICRAF IS standards.
- Participates in systems design workshops with Business Systems Analysts and personnel from relevant business functions.
3. Reporting.
- Provide continuous status updates of the tasks assigned to the supervisor and the IS team.
- Support generation and validation of operational and analytical reports where required.
4. Testing.
- Participates in systems testing, debugging, and resolving issues.
- Support User Acceptance Testing (UAT) activities, ensuring solutions meet business requirements.
5. Training.
- Participate in development and documentation of training materials, scenarios, and setups.
- Provide training to staff and other stakeholders.
6. Other Responsibilities.
- Provide assistance to management in maintaining vendor relationships and performance (tracking of invoice payments).
- Participates in management and implementation of audit findings
- Identify and take action to mitigate potential risks within your work area
- Take reasonable care of own occupational health and safety and that of others as obliged by CIFOR-ICRAF’s Occupational Health & Safety Policy; and cooperate with CIFOR-ICRAF in complying with requirements under any statutory health and safety provisions of relevant Country laws.
- Ensure proper back-up/restore procedures are in place and documented.
Requirements
- Minimum Bachelors’ degree in Computer Science/Information Technology or equivalent.
- Up to 3yrs of consistent experience.
- Knowledge and experience in system analysis & design.
- Knowledge and experience of Business systems & Processes.
- Knowledge and experience in use of reporting and analytical tools.
- Knowledge and experience of programming languages (C#, .NET, Java, PHP etc).
- Database Management skills (SQL Server, Oracle etc).
- Experience in ERP implementation.
- Knowledge and experience of software development (web applications, APIs and Azure) is an added advantage.
Education, knowledge and experience
•Minimum Bachelors’ degree in Computer Science/Information Technology or equivalent.
•Up to 3yrs of consistent experience.
•Knowledge and experience in system analysis & design.
•Knowledge and experience of Business systems & Processes.
•Knowledge and experience in use of reporting and analytical tools.
•Knowledge and experience of programming languages (C#, .NET, Java, PHP etc).
•Database Management skills (SQL Server, Oracle etc).
•Experience in ERP implementation.
•Knowledge and experience of software development (web applications, APIs and Azure) is an added advantage.
Terms and conditions
•This vacancy is only open to internal candidates.
•This is a Locally Recruited Position (LRS). CIFOR-ICRAF offers competitive remuneration in local currency commensurate with skills and experience.
•The initial appointment will be for two (2) years, with a six-month probationary period, with the possibility of extension contingent upon performance, continued relevance of the position and available resources.
•The duty station will be in Nairobi, Kenya CIFOR-ICRAF HQ Offices.
Application process
The application deadline is 14 May 2026
We will acknowledge all applications, but will contact only short-listed candidates.
