Terms of Reference: OpenLMIS Helpdesk Officer Consultant – Nigeria
About VillageReach
VillageReach transforms health care delivery to reach everyone. Guided by a vision of a world where each person has access to the health care they need to thrive, VillageReach works with governments, partners, and communities to strengthen primary health care systems and improve equitable access to health products, services, and information.
VillageReach operates in the Democratic Republic of Congo, Kenya, Malawi, Mozambique, Nigeria, and the United States.
1. Purpose of the Consultancy
VillageReach seeks to engage qualified OpenLMIS Helpdesk Officer Consultants to provide frontline technical and user support for OpenLMIS implementation and routine operations in Nigeria.
The consultants will support users by troubleshooting system issues, guiding correct system usage, documenting and escalating technical challenges, and contributing to continuous improvement of helpdesk operations and user adoption within the national health supply chain system.
2. Scope of Work
The Consultant will be responsible for the following:
User Support & Helpdesk Operations
- Serve as the first point of contact for OpenLMIS users requiring technical assistance via phone, email, or in-person support.
- Receive, log, track, troubleshoot, and resolve user issues related to OpenLMIS system access, data entry, reporting, and routine system use.
- Escalate unresolved or complex technical issues to the appropriate technical teams.
- Follow up with users to confirm issue resolution and provide additional support where needed.
- Maintain professional and responsive communication with government and partner users.
Issue Documentation & Reporting
- Document all support requests, issue resolution steps, escalations, and troubleshooting activities within the helpdesk tracking system.
- Maintain accurate records of frequently reported issues, bugs, and recurring system challenges.
- Support the preparation of periodic support and performance reports.
- Contribute to identification of system improvement opportunities based on user feedback and recurring issues.
User Guidance & Capacity Building
- Support end-users in correct OpenLMIS workflows and data entry procedures to improve data quality, completeness, and reporting timeliness.
- Support onboarding and refresher training sessions for users and trainers.
- Assist in the development and updating of training materials, user guides, FAQs, and reference documentation.
- Provide ongoing user guidance and technical support to strengthen system adoption and sustainability.
Coordination & Continuous Improvement
- Collaborate with technical teams and implementation partners to strengthen helpdesk processes and support mechanisms.
- Support continuous improvement initiatives related to user support, system administration, and operational efficiency.
- Participate in other project-related support activities as assigned.
3. Deliverables
The Consultant will be expected to deliver:
- Timely resolution and escalation of helpdesk tickets
- Updated issue trackers and support documentation
- User support and troubleshooting records
- Frequently Asked Questions (FAQs) and user guidance materials
- Training support documentation and attendance records
- Periodic support and issue analysis reports
4. Required Qualifications and Experience
The ideal consultant should possess:
- Degree or diploma in Information Technology, Computer Science, Health Informatics, or related field is preferred.
- At least 2+ years of experience supporting information systems users or helpdesk operations.
- Demonstrated ability to quickly learn and support new systems and processes.
- Experience supporting implementation or use of digital systems involving multiple stakeholders.
- Strong communication and interpersonal skills, including experience working with government and partner users.
- Strong analytical and problem-solving skills with high attention to detail.
- Proficiency in Microsoft Office Suite (Word, Excel, Outlook, PowerPoint).
- Experience with helpdesk or ticketing tools such as Jira, Confluence, Service Desk, or similar platforms is an advantage.
- Experience with OpenLMIS, LMIS, HMIS, DHIS2, or other digital health systems is an advantage.
- Experience supporting donor-funded public health programs is an added advantage.
5. Reporting Line
The Consultant will report to the OpenLMIS Technical Manager or designated VillageReach supervisor.
6. Duration and Nature of Engagement
This consultancy is expected to be full-time for an agreed contract period, subject to project needs and funding availability.
7. Location
Nigeria, with potential travel to implementation sites as required.
8. Application Requirements
Interested consultants are invited to submit:
- Cover Letter highlighting relevant experience
- Proposed daily or monthly consultancy rate
9. Safeguarding and Compliance
VillageReach is committed to safeguarding children, vulnerable adults, and communities. All consultants are expected to comply with VillageReach safeguarding, confidentiality, anti-bribery, and code of conduct policies.
VillageReach is an equal opportunity organization committed to diversity and inclusion.
