Overview
Provide technical support for the national public health reporting system built on the DHIS2 platform, resolving user issues, configuring the system, and strengthening data quality and use.
Key Responsibilities
- Serve as the first point of contact for VanHMIS users, logging, classifying, prioritizing, and tracking support requests.
- Resolve routine user issues including login problems, password resets, user account access, and basic troubleshooting.
- Provide guidance to users on data entry forms and support users experiencing connectivity issues.
- Investigate and resolve more complex DHIS2 application issues, including configuration problems and data quality errors.
- Support approved DHIS2 configuration changes and maintain configuration discipline through an agreed change control process.
- Troubleshoot issues affecting reports, dashboards, analytics outputs, and metadata relationships.
- Support testing of new or revised DHIS2 configurations.
- Escalate unresolved defects, server-side problems, integration issues, or system performance concerns.
- Support routine data quality checks in VanHMIS, including completeness, timeliness, and consistency.
- Assist programme teams and provincial health teams to identify and resolve data quality issues.
- Configure and maintain data quality validation rules, dashboards, and standard reports.
- Support reporting processes by helping users access accurate dashboards, reports, and analytical outputs.
- Improve the practical use of VanHMIS data for planning, supervision, and decision-making.
- Create, update, disable, and maintain DHIS2 user accounts in line with approved procedures.
- Assign user roles, user groups, organisation units, and data access according to users’ official responsibilities.
- Support periodic user access reviews.
- Promote safe and responsible use of VanHMIS.
- Report suspected data security, privacy, or unauthorized access issues.
- Provide hands-on DHIS2 coaching to national programme staff, provincial health teams, HIS officers, hospital staff, and facility-level users.
- Develop and maintain simple user guides, job aids, refresher materials, and standard operating procedures.
- Support formal and informal DHIS2 training sessions.
- Identify recurring user challenges and recommend targeted training or system improvements.
- Monitor routine VanHMIS operational issues.
- Coordinate with DCDT on issues related to hosting, server performance, backups, upgrades, network access, and system availability.
- Assist with DHIS2 version upgrades, testing, release notes review, and user communication.
- Maintain a support issue register, change request log, configuration documentation, and escalation tracker.
- Prepare regular support summaries.
- Contribute to the continuous improvement of VanHMIS.
- Work closely with the Ministry of Health Digital Health team, public health programmes, provincial health teams, and DCDT.
- Coordinate with WHO on complex DHIS2 technical issues, system improvements, training, and capacity building.
- Ensure that DHIS2 support activities are aligned with the Vanuatu Digital Health Strategy 2025–2030, Ministry of Health reporting priorities, and approved governance arrangements.
Required Experience
- At least five years of relevant professional experience providing user support for information systems, including troubleshooting, issue logging, user follow-up, and escalation of unresolved technical issues.
- Experience working with data collection, reporting, or monitoring systems, preferably in the health, government, development, education, or broader public sector.
- Experience supporting end users with varying levels of digital literacy, including the ability to explain technical issues in simple and practical terms, and proficiency in using Microsoft Excel or similar tools for data review, cleaning, basic analysis, reporting, and documentation.
- Experience developing or updating user guidance materials, including job aids, frequently asked questions (FAQs), standard operating procedures (SOPs), and training materials.
- Desirable: Experience supporting routine health reporting, public health reporting, monitoring and evaluation, or Ministry of Health programme reporting.
- Experience supporting training, coaching, or mentoring system users, and working with national or provincial government systems, health facilities, or development partner–supported programmes.
- Prior experience with DHIS2 or other health information systems, and/or strong information systems support, and data management skills.
Qualifications
- University degree in Computer Science, Information Technology, or related discipline.
- Desirable: Postgraduate qualification (master’s degree) in health information systems or digital health or related discipline.
