Department: Operations
Reports to: General Manager / Project Manager
Supervises: All Street Wireman IT support staff
Duty Station: Kampala with field travel
Employment Type: Contract
Pilot Duration: One year, subject to performance

1. JOB PURPOSE AND SCOPE

The IT Systems Administrator will be responsible for the day-to-day administration, functionality, security and user support of the Street Wireman Digital App, ensuring that it effectively supports the pilot’s end-to-end operations.

The role will manage user access, system workflows, data integrity, troubleshooting, reporting and coordination with the App developer, while ensuring that the digital system remains reliable and responsive to field operations.

The position will serve as the key link between field teams, technical operations, management, M&E, finance, inventory and the technology provider, ensuring that operational requirements are accurately reflected in the App.

2. DUTIES AND RESPONSIBILITIES

• App Administration: Manage user accounts, access rights, system configurations, workflows and approved App settings.
• User Support: Provide first-line technical support to field and office users and promptly resolve or escalate system issues.
• Data Management: Monitor data completeness, accuracy, duplication, synchronization and integrity across the App.
• Data Security: Implement appropriate access controls, password management, backups and other basic cybersecurity measures.
• Workflow Management: Ensure the App supports the full workflow from household registration and assessment through work-package generation, installation, payment and reporting.
• System Monitoring: Monitor App performance, availability, errors, synchronization failures and other system issues affecting operations.
• Developer Coordination: Liaise with the App developer on bugs, upgrades, system improvements, integrations and technical support.
• User Training: Train and orient staff, technicians and field personnel on effective and secure use of the App.
• Device Support: Support configuration, troubleshooting and basic management of smartphones, tablets and other devices used for field data collection.
• Data Quality Control: Conduct routine checks and coordinate correction of incomplete, inaccurate or inconsistent records.
• Reporting: Support the generation of operational dashboards and reports required by management, M&E and other departments.
• System Improvements: Identify recurring challenges and recommend practical improvements to simplify workflows, reduce errors and improve user experience.
• Documentation: Maintain user guides, system administration procedures, access registers, issue logs, change logs and other relevant IT records.
• Backup and Recovery: Ensure appropriate backup procedures are maintained and that critical operational data can be recovered when required.
• Information Protection: Ensure customer, household, financial, technical and other confidential information is accessed and handled only by authorized users.
• Technical Coordination: Work closely with the Technical Lead and Work Package Officer to ensure technical and commercial workflows function correctly within the App.
• Pilot Learning: Support the collection and availability of reliable data required to evaluate the social, technical and economic performance of the pilot.

3. QUALIFICATIONS AND EXPERIENCE

• Bachelor’s degree or diploma in Information Technology, Computer Science, Information Systems, Software Engineering or a related field.
• At least 2 years’ relevant experience in systems administration, application support, IT support or digital platform administration.
• Demonstrated experience administering web-based or mobile applications, preferably those used for field data collection.
• Practical knowledge of user management, databases, data quality, system security, backups and troubleshooting.
• Experience coordinating with software developers or technology vendors on system maintenance and improvements.
• Experience training and supporting non-technical users is highly desirable.
• Knowledge of data protection, cybersecurity and digital information management is an added advantage.
• Experience working with rural, field-based or technology-enabled development projects will be an advantage.
• Strong analytical, problem-solving, communication and organizational skills are essential.
• The candidate should be comfortable working in a startup environment and building systems from scratch with limited resources.

4. KEY OUTPUTS

• Functional Wireman App: A reliable and properly configured digital platform supporting Street Wireman’s operational workflows.
• User Management System: Accurate user profiles, roles, permissions and access controls maintained throughout the pilot.
• Reliable Data: Complete, accurate, timely and secure household, technical, work-package and operational data.
• Operational Support System: Functional procedures for reporting, troubleshooting, escalating and resolving App-related issues.
• Trained Users: Field and office personnel adequately trained and supported to use the App effectively.
• System Documentation: Updated user guides, administration procedures, system registers, issue logs and configuration records.
• Developer Coordination: Properly documented and followed-up system bugs, upgrades, fixes and improvement requests.
• Operational Dashboards: Timely and accurate digital reports supporting management, M&E and pilot decision-making.
• Data Security: Appropriate controls, backups and procedures protecting Street Wireman and customer information.
• Continuous Improvement: Regular recommendations and implemented improvements based on field experience, user feedback and pilot requirements.