Term of Employment: One Year possibility of extension
Duty Station(s): Oromia (Addis Ababa),
Required Number: One
Salary & Benefits: Competitive
Application Deadline: 24 Nov. 2022
Job Description
BACKGROUND
The Agricultural Transformation Institute (ATI) has been established by the Government of Ethiopia (GoE) to identify and address systemic bottlenecks to Ethiopia’s agricultural development. The Institute does this through problem-solving, implementation support, and capacity building of stakeholders involved in the implementation of interventions that address the systemic bottlenecks.
ATI provides a unique platform for people who want to achieve their highest potential and make a meaningful contribution in changing the country’s agricultural sector. We offer rewarding work in a young, fast-paced growing organization with passionate, committed, motivated colleagues and excellent career development and training. We recognize our most valuable assets are our staff and are committed to providing our teams with the tools, training and mentorships necessary to achieve their career goals.
The programmatic focus of the Institute responds to a core set of needs identified by the Ministry of Agriculture and other sectors along commodity value chains. Across the programs, the ATI engages public, private, and non-governmental stakeholders to support strategic planning, manage and strengthen implementation capacity and test innovative models. Currently, ATI is tasked to coordinate the revised Agriculture and Rural Development policy agendas of the sector and such sectoral level delegation requires high level expertise in the policy areas and skillsets in coordination and networking with multiple stakeholders.
Our Culture
We have an exceptional team of highly competent employees with a proven track record of success in managing complex activities and achieving transformational results. Our culture is one where talented, dedicated and adaptable individuals are committed to doing their best and exhibit great teamwork to achieve excellent results.
At ATI, we provide an exceptional platform for people who want to achieve their highest potential and make a meaningful contribution in changing the country’s agricultural sector. We offer rewarding work in a young, fast-paced growing organization with passionate, committed, motivated colleagues and excellent career development and training. We recognize our most valuable assets are our staff and are committed to providing our employees with the tools, training and mentorships necessary to achieve their career goals.
POSITION SUMMARY:
The role of the Project Officer II (PO II) is to assist smallholders and DAs by redirecting and managing the questions and responses submitted into the Helpdesk system. S/he will be responsible for implementing and supporting the IVR Helpdesk across selected woredas, in Oromia region. The PO will split his/her work between the Helpdesk system by managing incoming questions and answers and supporting woreda experts and support the other modules of the 8028 Farmers’ hotline, which included supporting the senior project officer (SPO) expanding the system to incorporate additional content, implementing key recommendations generated from the major evaluations and diagnostic studies, and supporting the SPO and partners initiate surveys. The PO II is also responsible with creating awareness in the region and supporting the comprehensive community outreach activity.
ESSENTIAL DUTIES:
- Work with the regional ACC Program and Federal digital agriculture teams to manage and implement the IVR Helpdesk across the selected woredas, in his/her respective region.
- Provide helpdesk support for smallholder farmers and DA and regularly follow up with woreda subject matter specialists as needed
- Work the 8028 FHL project team to familiarize themselves and support the operation of the 8028 Farmers’ Hotline and helpdesk woredas and manage the respective responders
- Review the quality of each questions and answers, submitted through the 8028 Farmers’ Hotline, and follow up with both smallholders and responders
- Identify additional approaches to create awareness at the region, zone, and specifically with farmers and DAs at the woredas level
- Plan, organize and conduct 8028 Farmers’ Hotline and Helpdesk trainings for various stakeholders, with consultation, guidance and supervision with his/her supervisor and collect feedback from subject matter specialists and smallholders
- Review IVR/SMS contents translated into regional language and provide first-hand feedback;
- Conduct visits to selected IVR Helpdesk region/zone/woredas periodically to create awareness and ensure the system is being used properly ;
- Ensure that identified service interruptions are fixed and communicated back to the users of the system in the area where the service was interrupted;
- Provide a regular update on any disease related questions asked or reported through the Helpdesk system;
- Assist the Federal program teams and stakeholders develop IVR and/or SMS alerts and surveys;
- Support the federal 8028 FHL team to update and/or incorporate agronomic content, update menu structure, integrate additional content and information into the system, coordinate national surveys, implement evaluation and diagnostic recommendation, Etc
- Undertake additional assignment as given by his/her supervisor
REQUIRED QUALIFICATIONS:
- Masters degree in Computer Science, Information Systems, Agriculture, Rural Development, Psychology, or other relevant disciplines with relevant professional training
- At least 4 years relevant work experience, highly preferable as help desk technician, training coordinator, coach and/or other customer support roles
- Experience working on ICT4D and/or ICT4AG related projects, preferably in Ethiopia Extensive knowledge of Ethiopia’s digital infrastructure, systems, and their constraints
- Familiarity with IVR and/or SMS technologies
- Familiarity with web-based helpdesk management systems
- Strong understanding of computer systems, mobile devices, and other tech products
- Excellent telephone presence with organized follow-up skills
- Good analytical skills, experience using excel to analyze call traffic types of calls into the system;
- Ability to diagnose and resolve basic technical issue
- Ability to be proactive and able to take direction and establish ownership of projects
- Ability to work with minimal supervision and work under pressure
- Proficiency in English and Amharic
- Proficiency in Afan Oromo to support Oromia region
- Ability to build and maintain relationships is key in expanding this system nationwide
- Excellent communication skills
How to Apply
APPLICATION INSTRUCTIONS
We invite all candidates meeting the required qualifications to submit (i) a cover letter and (ii) CV (maximum 3 pages) to https://apply.ata.gov.et by mentioning the position title on the subject line.
Please DO NOT submit scans of certificates with your application.
Women are highly encouraged to apply.
Only short listed candidates will be contacted.