Senior Officer, Software Implementation

JOB SUMMARY   

The Senior Software Implementation Officer leads the end-to-end rollout of LMIS across program sites, working under the strategic direction of the Implementation Lead. The role takes ownership of implementation quality, readiness assurance, and the coordination of cross-functional teams to ensure that system deployments are completed accurately, on time, and to the standard required for sustained daily operations.

In addition to executing implementation activities, the Senior Officer provides guidance to junior staff, reviews the work of others, and serves as a primary escalation point for technical and operational issues in the field. The role requires the ability to navigate complex, multi-partner environments and translate technical requirements into practical, ground-level solutions.

The ideal candidate combines hands-on expertise in managing projects or LMIS implementations with strong leadership presence, structured problem-solving skills, and a deep commitment to quality.

To perform this job successfully, an individual must be able to perform each essential function with or without reasonable accommodation.

MAIN TASKS AND RESPONSIBILITIES 

Strategic Planning, Readiness and Coordination  

• Lead the planning and coordination of software rollout activities across facilities, warehouses, and partner sites.

• Develop and maintain implementation workplans, ensuring timelines are realistic, risks are identified early, and all parties are aligned.

• Conduct and oversee readiness assessments (staff capacity, infrastructure, master data, and system prerequisites) before each implementation phase.

• Ensure all pre-implementation requirements are fully met before authorizing progression to the next stage.

• Coordinate cross-functional teams (technical, medical, supply chain, M/E) and external partners throughout the implementation lifecycle.

• Track progress against milestones, proactively manage risks and delays, and escalate issues with recommended solutions.

System Setup, Quality Assurance and Go-Live 

• Own the end-to-end verification of system configurations against agreed technical specifications and operational requirements.

• Review and approve facility setups, user access controls, permission structures, item master lists, and location hierarchies.

• Ensure the completeness and accuracy of initial data loads before go-live.

• Lead go-live execution, verifying that core daily workflows — including receiving, dispensing, requisitions, transfers, and reporting — are functioning correctly.

• Identify, document, and drive resolution of issues in coordination with technical, partner, and support teams.

• Provide final go-live sign-off based on established readiness criteria.

• Review and validate the implementation work of junior officers and field staff before sign-off.

Quality Checks, Issue Management and Continuous Improvement 

• Ensure all implementation activities comply with approved standard operating procedures and quality standards.

• Validate that configured workflows support real-world operational and reporting needs at each site.

• Maintain accurate issue logs, monitor resolution progress, and escalate unresolved issues appropriately.

• Provide structured troubleshooting support during rollout and system stabilization phases.

• Capture lessons learned and contribute actionable recommendations to improve implementation standards and tools.

Capacity Building, Documentation and Post-Go-Live Support 

• Co-facilitate user training sessions, ensuring training content is practical, contextually relevant, and understood by end users.

• Develop and review implementation reports, site sign-off documents, and handover notes to a high standard.

• Mentor and support junior implementation staff through structured coaching and on-the-job guidance.

• Monitor early system usage patterns post-go-live to detect adoption risks and proactively address them.

• Lead or support follow-up visits and remote check-ins to ensure the system is functioning as intended after handover.

Perform other duties as assigned. The duties and responsibilities listed in this document are representative of the nature and level of work assigned and not necessarily all inclusive.

MINIMUM QUALIFICATIONS 

• Bachelor’s degree in health informatics, information systems, computer science, public health, business administration, economics or a closely related field.

• Minimum of 5 years of experience with digital health systems, information systems, or supply chain management software, preferably in healthcare or NGO settings.

• Experience leading or supporting full-cycle system implementations, including go-live activities, is preferable.

• Experience conducting readiness assessments, identifying implementation risks, and supporting issue resolution in multi-stakeholder settings is preferable.

• Experience supervising, mentoring, or reviewing the work of junior staff or field teams is preferable.

• Ability to interpret and apply technical specifications, implementation procedures, and quality standards.

• Basic understanding of system configuration principles, including user management, data structures, and workflow design.

• Proficiency in Microsoft Office Suite and standard documentation tools.

• Strong analytical and structured problem-solving skills with high attention to detail.

• Excellent interpersonal and communication skills; able to build trust with technical and non-technical stakeholders at all levels.

• Demonstrated ability to manage competing priorities and deliver results under pressure in field environments.

• Willingness and availability to provide on-site and remote implementation support during rollout and stabilization phases.

• Willingness to travel and relocate between counties as required, up to 70% of the time, including to low-resource and hardship locations.

• Proficiency in written and spoken English and country’s native language is required.