Application Manager – Insights-2-Action Project at Medecins Sans Frontieres (MSF)

Tasks & Responsibilities

• Are you skilled at managing Atlassian products?
• Can you analyze user-reported issues, propose effective solutions, and automate processes to optimize workflows?
• Can you lead the delivery of Jira Atlassian spaces rollouts, ensuring functional coverage, and timely completion?
• Do you thrive in coordinating communication and collaboration across stakeholders, across departments and enjoy working as part of a team?
• Are you capable of defining deployment plans, allocating resources, supervising efforts, and ensuring compliance with standards?
• Can you produce clear documentation and reports to ensure traceability and drive informed decision-making?

Application Lifecycle Management

• Manage the I2A platform (Jira-based MVP, Power BI dashboards, development of country specific SharePoint portals, supporting low-code components) through its lifecycle for the duration of the incubator phase, ensuring availability, performance, and quality.
• Configure and adapt Jira projects, workflows, custom fields, permissions, and access segregation rules across the three operational scopes: HQ-to-Country (OCG), Coordination-to-Project, HQ-to-HQ recommendations, and OCP/OCBA prototype tenants.
• Set up and maintain country-specific Jira environments for the selected implementation countries, including data migration of recommendations, visit reports, and Terms of Reference for Q3 and Q4 2026.
• Maintain Power BI dashboards and SharePoint portals used by Project Teams, Cells, and HQ stakeholders, ensuring data accuracy and refresh reliability.
• Contribute to the design and testing of the simplified alternative MVP mock-up if the analysis of deployment resistance triggers that decision gate in Q4 2026.

Support & Maintenance

• Provide Tier 1 and Tier 2 functional and technical support to end users (Country Teams, Heads of Mission, Coordinators, Project Teams, Flying / MIO / MST staff, Advisors, IMS cohorts, HQ referents), analysing reported incidents and proposing effective resolutions.
• Liaise with the relevant DSI teams at OCG for Tier 3 support, change implementation, and integration with broader MSF systems.
• Participate and Advise the Senior Project Manager on the relationship with Atlassian and any other external service providers, ensuring effective collaboration on configuration changes, license management, and technical issues.
• Propose and implement process or configuration improvements derived from problem-management findings.

Product Development & Release Management

• Collaborate with the Project Manager to assess and prioritize new features, improvements, and use cases (including HQ-to-HQ recommendations from audits and evaluations).
• Support the writing of requests for change (RFC), bug reports, and user stories enabling smooth feature development.
• Coordinate User Acceptance Testing (UAT) scenarios and environments, engaging relevant stakeholders – with particular attention to high-volume departments such as Medical and Logistics.
• Support the organisation and delivery of releases according to defined quality criteria (functional coverage, budget, time).
• Automate role-based recommendations report for IMS onboarding, looking at best possible integration(s) as per OD’s ecosystem (Workday, Dynamics, SAP Success Factors, etc.).

Training, Documentation & Knowledge Sharing

• Develop and maintain documentation, FAQs, configuration guides, and on-demand support materials (“how-to” videos, practical user guides).
• Deliver targeted training and weekly Q&A sessions for users, including in-depth training of Insights-to-Action Country focal points (Information Management Champions and IS Officers) in implementation countries.
• Contribute to IMS pre-departure briefings for staff deploying to implementation countries.
• Build the capacity of country focal points to ensure sustained ownership beyond the incubator phase.

Stakeholder Collaboration & Multi-OD Coordination

• Act as liaison between the I2A Project Team and IT focal points across ODs, supporting the assessment of common workflows versus OD-specific governance, configuration, and constraints.
• Coordinate communication with all areas of the organisation impacted by the platform lifecycle, including missions, Cells, and HQ departments.
• Contribute to the feasibility and decision notes that will inform whether and how I2A transitions to a large-scale or BAU solution from 2027.
• Maintain consistent, transparent communication with stakeholders to provide updates, resolve issues, and ensure alignment.

Qualifications

Education

• Essential: Tertiary degree in computer sciences, information systems, engineering or related field

Desired:

• ITIL 4 Foundation Certification.
• Project management certification (PMP, PMI, Hermès, …)

Experience

Essential:

• Minimum 3–5 years of work experience in application management, configuration, deployment, and support.
• Demonstrated experience administering and configuring Atlassian Jira (workflows, custom fields, permission schemes, automations) at organisational scale.
• Experience in development (web, mobile), scripting (Python, shell, etc.), and data management (SQL, reporting tools).

Desired:

• Experience supporting an application across its full lifecycle, from configuration and deployment through to end-user support and continuous improvement.
• Proficient in a wide range of technologies across various roles, including developer, technical lead, and test manager.
• Experience with Power BI (dashboard design, dataset management) and Microsoft Power Platform (Power Apps, Power Automate) or other low-code solutions.
• Familiarity with agile principles, design-thinking methodologies, and User Acceptance Testing practices.
• Experience in an international environment is a plus

Languages

• Essential: Advanced level of English, both written and spoken
• Desired: Other MSF working language such as French / Arabic is a bonus.

Competencies

Technical Competencies

• Solid understanding of IT concepts including SaaS application architecture, identity and access management, integrations, and IT service management.
• Proficiency in Atlassian Jira administration, including configuration, parameterisation, and lightweight scripting (e.g., JQL, automations, REST API).
• Ability to analyse and document business processes, workflows, and access models clearly and concisely.
• Understanding of data quality, data protection, and privacy principles relevant to operational data and recommendations follow-up.
• Awareness of the operational context in which MSF works (visits, recommendations, follow-up cycles) is an asset.

Behavioral/General Competencies

• Open-mindedness
• Leadership
• Collaborative
• Rigorous
• Excellent ability to work in a multicultural environment successfully and to demonstrate commitment and support for diversity, gender-responsive, inclusive, and non-discriminatory behaviour and attitudes.