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Job Openings at Save the Children

Job Openings at Save the Children

Job Openings at Save the Children

View Jobs in NGO / Non-Profit Associations / View Jobs at Save the Children

The Save the Children Fund, commonly known as Save the Children, is an international non-governmental organization that promotes children’s rights, provides relief and helps support children in developing countries

Senior Application Support Analyst

Role Purpose:

The Senior Application Support Analyst is responsible for ensuring that the application system, Agresso, is accessible and functional for internal end users in Save the Children.  This responsibility includes a clear focus on customer service and taking ownership of incidents.   Additionally, it requires advanced system knowledge to troubleshoot complex incidents within set SLAs. This role will drive continuous improvement by working with the development team to pursue root-cause solutions beyond the standard workarounds.

These responsibilities are intended to minimize the impact of any interruptions to service or unexpected behaviours in the application systems and the processes it facilitates, while also creating an environment of continuous improvement where the root causes of system issues are permanently addressed.

Scope of Role: 
The Senior Application Service Analyst will work as part of a global team providing service to internal customers in more than 60 countries.

The Senior Application Service Analyst will use advanced system knowledge to own incidents and drive triage and follow up directly with relevant IT teams and vendors as part of an overall integrated application service team, including playing a key role in major incident response.

Although normal working hours generally apply, in the event of a major humanitarian emergency, the role holder will be expected to work outside the normal role profile and be able to vary working hours accordingly.

Reports to: Application Team Lead
Staff reporting to this post: none
Budget Responsibilities: none

Key areas of accountability : 

  • Customer Service including clear communication – able to ensure customer understanding of complex issues and able to set expectations.
  • Deliver solutions for assigned incidents within ITSM (JIRA) to the agreed SLAs.
  • Demonstrate expert technical troubleshooting/problem-solving skills – confirm customer experience, duplicate issues and produce a workaround.
  • Taking ownership of incidents beyond the workaround. Follow through and drive them to root cause solutions.
  • Perform timely triage including escalation of incidents and requests appropriately, whether to Development, another IT team, vendor or problem management.  This includes ‘pushing’ with those teams until there is a clear path to a solution.
  • Updating documentation and knowledge base articles.
  • Promote and deliver Continuous Service Improvements to address repeated issues including trend analysis.  Do not accept the same repeat issues over and over.
  • Have an SME-level understanding of Agresso Environment & Configuration management.
  • Upscaled Expert End-to-end knowledge of business processes and how that is accomplished in the integrated systems.
  • Perform regular system monitoring tasks.
  • Identifying when to trigger the Major Incident Response and following through with a role in that process.
  • A passion for learning, and openly sharing your knowledge with your team.

Experience and skills

  • Bachelor’s degree in computer science, Information Technology or related field
  • Minimum 4+ years of experience, with at least 2 years proven experience as a Level 2 Support Specialist
  • Experience with relevant Application Services, including managing and prioritizing an incident queue to consistently meet SLAs and other key metrics.
  • Knowledge of ITL and incident management processes.
  • Attention to detail with analytical, troubleshooting and problem solving skills.
  • Strong communications skills, excellent teamwork and interpersonal skills.
  • Experience in interacting with end users and providing stakeholder management.
  • Experience with Major Incident response, triage and escalation.
  • Able to demonstrate taking initiative to provide improvement to a process or system.
  • Outstanding customer service orientation and follow-up skills.
  • Ability to work independently without direct supervision.
  • English fluency


  • Demonstrate multiple years of experience with Agresso
  • Knowledge in at least one ERP preferably Agresso
  • Experience working in an international organisation, or in the non-profit sector
  • Experience using JIRA
  • ITIL and DevOps certifications are desirable


Child Protection Community Volunteers


 The community child Protection and GBV volunteers will be based in the wards under Dadaab sub-county and will be in charge of case identification, referral and initial registration of cases of abuse and violence against boys, girls, men and women in the local communities. They will work closely with the respective local authorities such as the chief, ward administrators and the area advisory council under the guidance of the department of children service.


Reports to:  CP Officer

Staff reporting to this post: None


  • Manage and support the individual case management through BIA & BID development processes in the field offices,
  • Community mobilization, training of and collaboration with the AAC unit in the respective wards.
  • Case identification, initial registration and trend monitoring of child protection and GBV incidences in the host community.
  • Weekly reporting and referral of cases.
  • Child friendly spaces attendance monitoring.
  • Produce timely progress reports, including both quantitative and qualitative information, on Child Protection activities and input into regular situation reports, monthly and quarterly reports
  • Identify and refer vulnerable cases (children and families) following internal SC criteria and established interagency referral systems.
  • Conduct community mobilization and sensitization activities to raise the profile of Save the Children work and Child Protection issues in Dadaab.
  • Conduct assessment to UAMs and Separated children as requested.
  • Document BIDs and identify possible durable solutions.
  • Respond to cases with protection concerns including conducting home visits and follow up at Ward level.
  • Report daily all child protection issues identified and information collected on children in the ward and report to the CP/BID officer.
  • Propose ad hoc and culturally friendly activities for children based on their needs.
  • Provide regular information/feedback to children and families on services available.
  • Establish link and Work closely with existing community structures and especially the CWC in identifying and providing support for vulnerable children.
  • Conduct/ensure regular follow-up visits to monitor the rehabilitation and reintegration of beneficiaries.
  • Represent SC at field level, with professionalism, honesty and commitment.
  • Propose to CP/BID officer the most appropriate methodology for dealing with children& women, in agreement with local custom.
  • Assist the Child Protection Officers in carrying out interviews with children and provide translation/interpretation services including Sign Languages.
  • Assist in the interpretation of sign languages as used by children with special needs.
  • Perform any other duties that will be assigned to you by CP/BID officer and other managers.

BEHAVIOURS (Values in Practice)


  • holds self accountable for making decisions, managing resources efficiently, achieving and role modelling Save the Children values
  • holds the team and partners accountable to deliver on their responsibilities – giving them the freedom to deliver in the best way they see fit, providing the necessary development to improve performance and applying appropriate consequences when results are not achieved.


  • sets ambitious and challenging goals for themselves and their team, takes responsibility for their own personal development and encourages their team to do the same
  • widely shares their personal vision for Save the Children, engages and motivates others
  • future orientated, thinks strategically and on a global scale.


  • builds and maintains effective relationships, with their team, colleagues, Members and external partners and supporters
  • values diversity, sees it as a source of competitive strength
  • approachable, good listener, easy to talk to.


  • develops and encourages new and innovative solutions
  • willing to take disciplined risks.


  • honest, encourages openness and transparency; demonstrates highest levels of integrity



  • Graduate degree in social work / social sciences or equivalent or Diploma in relevant discipline with one-year experience.
  • Good communication skills with fluency in written and spoken English and Kiswahili
  • Demonstrated ability to handle to a large protection caseload
  • Good IT skills including the use of Word and database software
  • Demonstrable ability to adapt to changing programme priorities and emergency priorities that may arise
  • Strong self-starter, able to take initiative and adapt to changing circumstances and priorities
  • Positive attitude towards community work with emphasis on the ability to learn from communities and support innovative approaches to problem solving
  • Commitment to Save the Children’s Child Protection Policy


  • Experience and skills in management of staff
  • Strong understanding and experience of Case management process
  • Experience in designing and facilitating training sessions
  • Experience in working in an insecure environment

Experience in documenting and presenting BID cases in an interagency panel



Method of Application

Use the link(s) below to apply on company website.

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