Systems & Applications Support Associate

Systems & Applications Support Associate

Systems and Applications Support Associate job  – Helen Keller Intl is hiring a skilled professional to provide ERP support, system administration, and user training across integrated platforms. This Systems and Applications Support Associate job Kenya focuses on NetSuite management, data integrity, and supporting finance systems operations.

Guided by the remarkable legacy of its co-founder, Helen Keller, Helen Keller Intl partners with communities that are striving to overcome longstanding cycles of poverty. By delivering the essential building blocks of good health, sound nutrition, and clear vision, we help millions of people create lasting change in their own lives.

Working in 20 countries – across Africa, Asia, Europe, and the United States – and together with a global community of supporters, we ensure every person has the opportunity – as Helen did – to reach their true potential.

Scope of the Position

Working closely with the Manager ERP System, Finance Systems Director, and regional and country office staff, the Systems & Applications Support Associate will provide day-to-day administration, user support, and troubleshooting across Helen Keller’s ERP (NetSuite) and its integrated systems: budgeting and reporting systems (Solver), timesheet system (Journyx), and procurement system (KProcure).

This position will manage core administrative tasks, provide direct end-user support, and contribute to ongoing system improvements. The role requires a blend of technical, financial, and analytical skills, with an emphasis on problem solving, flexibility, and collaboration.

Functional Relationships

This position reports to the Director, Finance Systems, within the Systems and Applications department.

Collaborates closely with Center and Global Functions – Finance, Center Employee Experience, Global Operations and Center, Strategic Partnerships teams to ensure system configurations and workflows support organizational policies and donor requirements.

Work with regional and country office staff to balance global system standards with local operational needs in a matrixed management environment.

Responsibilities

End User Support, Training & Documentation

Support staff in effectively using business systems by troubleshooting issues, delivering targeted training and developing user documentation.

• Respond promptly to staff inquiries submitted via email, chat, or ticketing system, providing clear and actionable guidance.
• Troubleshoot user issues related to NetSuite (ERP), Solver (budgeting/reporting), Journyx (timesheets), and KProcure (procurement), escalating to senior staff or vendors when necessary.
• Maintain and update a centralized knowledge base, FAQs, and standard operating procedures related to finance and business systems.
• Support continuous improvement initiatives aimed at increasing efficiency, consistency, and user experience across systems.
• Assist staff in resolving login/access issues, role/permission errors, and data entry mistakes.
• Monitor user adoption following trainings and provide follow-up coaching where needed.
• Proactively reach out to staff with suggestions for improved use of system features.
• Maintain regular communications with finance staff, ensuring ongoing support for month-end accounting closing, reporting, and audit preparation.
• Support the development of user guides, procedures, and training materials.
• Train new users through one-on-one sessions or small group workshops to build confidence in system use.
• Document recurring issues and resolutions to contribute to a growing knowledge base and FAQ.

NetSuite Administration & Support

Assist with daily NetSuite administration by maintaining user access, performing routine updates, troubleshooting basic system issues, and supporting feature deployments to ensure smooth operations.

• Assist with the day-to-day maintenance, configuration, and optimization of the NetSuite ERP.
• Create, update, and maintain user accounts, roles, and permissions.
• Assist with report and saved searches (queries) creation.
• Troubleshoot system errors and escalate issues when necessary.
• Perform routine data updates as needed.
• Troubleshoot integration errors and escalate issues when necessary.
• Participate in user acceptance testing (UAT) for system enhancements, upgrades, and integrations.
• Assist in documenting system changes and communicating updates and impacts to end users.
• Provide post-deployment support to ensure smooth adoption of new features or system updates.
• Track recurring system issues or enhancement requests and escalate trends to senior systems staff.
• Support end-users during system/feature deployment.
• Contribute to continuous improvement of ERP and business workflows.

Solver Administration & Support

Support Solver administration by managing user access, assisting in report and template development, and troubleshooting data or configuration issues to ensure reliable budgeting and reporting.

• Create, update, and maintain user accounts, roles, and permissions.
• Assist in the design, testing, and rollout of Solver templates and reports.
• Create and test reports ranging from simple to medium complexity.
• Troubleshoot data, template, and configuration issues raised by staff.
• Support training efforts and assist in staff adoption of Solver for budgeting and reporting.
• Assist in troubleshooting integration errors and escalate as needed.

Journyx Timesheet Administration & Support

Assist with Journyx administration by maintaining PTO plans, user groups, and accruals while troubleshooting timesheet issues and supporting month-end data consolidation.

• Provide end-user support for timesheet submissions, leave balances, and error resolution.
• Perform basic troubleshooting of Journyx timesheet errors and escalate as needed.
• Maintain Paid Time Off (PTO) plans in accordance with local People & Culture policies.
• Record accrual adjustments as needed.
• Maintain and update Journyx group assignments as needed.
• Train and support Finance Managers and HR staff in Journyx usage.
• Report and troubleshoot integration errors and escalate as needed.
• Perform month-end timesheet data consolidation and closure.

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Finance & General Support

Assist Finance with closing, reporting, and data analysis while providing troubleshooting and end-user support across NetSuite, Solver, Journyx, KProcure, and other business applications.

• Support for the month-end accounting close.
• Troubleshoot transaction import errors.
• Assist Finance with financial data analysis leveraging reporting tools across integrated systems.
• Assist with administration and end-user support of other systems and applications as needed.
• Support data integrity, accuracy, and completeness across all systems.
• Assist with periodic user access and role reviews to support internal controls.

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Qualifications

• Bachelor’s degree in information systems, accounting, finance, or related field; or equivalent experience.
• Minimum of 2–3 years of hands-on experience in ERP administration and support.
• Experience supporting ERP systems in multi-entity or decentralized environments preferred.
• Experience supporting finance workflows (GL, AP, AR, budgeting, procurement, timekeeping).
• Familiarity with reporting and budgeting tools.
• Strong analytical and troubleshooting skills.
• Proficiency in MS Office, especially Excel (pivot tables, lookups, data analysis).
• Strong communication and interpersonal skills.
• Ability to handle sensitive data with discretion and professionalism.
• Commitment to data privacy and safeguarding standards.
• Excellent English required; French is an advantage.

Compensation

Helen Keller offers a comprehensive rewards package, including health and dental coverage, paid leave, and professional development.

Salary within the US ranges from $61,670 to $86,330 annually, depending on experience.

How to Apply

Submit your cover letter and resume to:
HKI.Recruitment@hki.org

Applications will be accepted until the position is filled.

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