Online IMS Support Officer

Chemonics International

Detailed Job description / requirements:

Short Term Technical Assistance on Operations Support and Maintenance

of Online Inventory Management System (Online IMS)

Position: Online IMS Support Officer

Estimated Dates: Immediate Requirement

Assignment Location: Management Division, DoHS, Teku


Chemonics International, an implementing partner of the United States Agency for International Development (USAID), seeks a Supply Chain Intern for the USAID Global Health Supply Chain-Procurement and Supply Management (GHSC-PSM) project in Nepal. GHSC-PSM is the primary vehicle through which USAID procures and furnishes health commodities, provides technical assistance to improve Nepal’s management of the supply chain, and collaborates with key international and local stakeholders to support U.S. government-funded public health initiatives in Nepal.

The Online Inventory Management System (Online IMS) is an inventory transaction tool for health commodity inventory movement among different levels of the public health supply chain. It is now being used in 55 district health offices of Provinces 1, 2, 3, 4 and 7 in Nepal along with provincial medical stores of province 1, 3 and 7. This system needs to be supported to ensure that it continues to function smoothly. Application and user issues will need to be collected and addressed per specified Service Level Agreement to ensure minimum disruption. Support will be required during normal working hours as specified by the Government of Nepal. 


The Support Officer is expected to provide following operational and support services for Online IMS: 

  • Continued smooth functioning at operational level.
  • Assured minimum disruption in functioning and restoration to normal levels of function
  • A ticketing system for reporting and tracking issues until resolution
  • Support for users and issue resolution tracking
  • Adherence to Service Level Agreement
  • Support is available during user working hours as specified for GoN
  • Resolve/fix system bugs
  • Support for configuration of the system
  • Liaise with eLMIS vendor for transition of the online IMS support as required
  • Data monitoring, reviewing and providing feedback on data issues on Online IMS 
  • Follow up with districts for regular transactions in Online IMS
  • Negative balance verification and correction on Online IMS. 
  • Identify data related issues and report and adopt rectification measures on Online IMS
  • Reporting every month, the progress of work and list of bug fix issues
  • Producing XML or Excel data file on given format to be imported into eLMIS for Online IMS operating sites and share it with all stakeholders for each month. 
  • Producing and providing data reports on requested formats by all stakeholders

Service Descriptions:

Service Parameters
Change Control
  • All requests for changes to the system and supporting services, by Management Division (MD) or GHSC-PSM, must be recorded in detail
  • All bug fixes etc. must be properly tested and warrantied as free from defects
Hours of Coverage
  • The hours of coverage are from 10:00 AM to 5:00 PM Nepal Standard Time (NST) Sunday to Friday. 
  • Weekends and national holidays are excluded.
Working Station
  • The Support Officer would be stationed in Management Division, Teku. In case of any absentees, it should be prior communicated and approved from MD. 
Response Criteria
  • Issue acknowledgment with ticket number is required
  • Issue acknowledgment response times and communication channel are required 
  • Time threshold for acknowledgment of issues during hours of coverage
  • Categorization of priorities for issues is required (e.g. Critical, Important, Normal) to ensure impact and urgency are taken into consideration
  • Responses and resolution times are required according to category
  • Issue escalation process is required 
  • Issue escalation may take place according to category
  • Issue escalation may be automated per the ticketing system according to agreed-upon time intervals
  • For bug fixes and configuration changes, relevant documentation will need to be updated
  • Almost real time issue tracking should be exposed either on to GHSC-PSM and MD for number and categories of issues, time taken to respond, status of issues, users affected. It would be maintained on Google Spreadsheet online. 
Issue Resolution and Continual Improvement
  • All issues reported and resolved should be retro-prospectively analyzed each month on post-mortem modality so that its Root Cause Analysis (RCA), Impact Analysis (IA) can be drawn. These learning should be formalized and adopted on bug resolution process as lesson learnt.


Support Officer shall provide monthly deliverables within 7 days after completion of each month. Each monthly deliverable includes at least the following.

  • Monthly Support activities performed for Online IMS detailing all support activities
  • Data correction and corrective activities performed for Online IMS
  • Usage reports of Online IMS
  • Data quality analysis of Online IMS

To begin with, currently practiced template would be shared with Support Officer.The format would be revised and optimized based on the need time and again. 

Period of the Service:

This position is for immediate needs. Hence, the service would be immediately effective as early as shortlisted candidate can start the service. The period of service is estimated till Sep 30, 2020 and may change if the service of the consultant needs to be reduced or expand as per project requirements.

Core Responsibilities:

  • Manage a helpdesk providing technical support to end users
  • Properly prioritize requests to maintain support 
  • Develop escalation processes to ensure complex issues are handled correctly
  • Remain responsible for tickets and to close out tickets in a timely manner
  • Evaluate results and recommends changes affecting short-term project growth and success
  • Provide first level contact and convey resolutions to customer issues
  • Update support data and produce activity reports
  • Walk end-user through problem solving process
  • Follow up with users, provide feedback and see problems through to resolution
  • Ensure proper recording, documentation and closure
  • Write code/configure application to ensure software functionalities as per the requirement specifications.
  • Fix bugs, refine, configuration management, quality assurance and fine tune system functionalities for optimal performance of online IMS
  • Follow up with districts for regular transactions in Online IMS
  • Provide data supports including data correction and integrity mapping
  • Identify data related issues and resolve them. 
  • Data monitoring, reviewing and providing feedback on data issues 
  • Negative balance verification and correction 
  • Any task assigned related to Online IMS. 

Qualifications and Experience:

  • Bachelors in IT related degree. 
  • Have supply chain management experience of public sector health commodities in Nepal 
  • Proficiency in English and Nepali. 
  • Working experience as Helpdesk Support for at least 1+ years. 
  • Working knowledge of help desk software, databases and remote control
  • Strong client-facing and communication skills
  • Advanced troubleshooting and multi-tasking skills
  • Customer service orientation
  • 2+ years of experience as developer on Fuel CMS of PHP.
  • 2+ years of experience as developer on MYSQL.  

Supervision and Oversight:

The Support Officer will report to the MIS Support Coordinator of GHSC-PSM project.

Applications Instruction:

Applicants are requested to send their CV and Cover letter at, Deadlines for the application is Wednesday, 4 Mar 2020. No telephone calls are entertained.

Job Overview

Category Information Technology, Web Development
Openings 1
Position Type Full Time
Experience 1+ years
Education Bachelors in Computer Science
Posted Date 27 Feb, 2020
Apply Before 04 Mar, 2020
City Kathmandu