Application Support Analyst (Latin America) At miraclefeet

MiracleFeet is a global nonprofit working to eliminate a leading cause of physical disability worldwide. Over two million children live with the severe consequences of a treatable birth defect known as clubfoot, and 175,000 more babies are born with it every year. Thanks to a non-surgical solution called the Ponseti method, 95 percent of cases can be fully treated for less than $500. Since 2010, MiracleFeet has scaled this proven, low-cost treatment to 30 countries where children previously had limited or no access to care.

Our Team: Culture

Join our movement where we work toward a world where all children born with clubfoot can realize their rights to quality treatment. We are in it to end it! Our global team is made up of global health professionals, social entrepreneurs, project managers, data nerds, innovators, and activists. In accordance with our values, we strive to create a collaborative, collegial, and respectful environment to ensure all staff feel valued, included, and appreciated. In all facets of our work, we celebrate creative thinking and problem-solving.

MiracleFeet’s Application Support Analyst – Latin America is the primary person responsible for supporting MiracleFeet’s core program technology systems in partner countries across Latin America. MiracleFeet’s data collection and analysis solutions are comprised of the following products:

• CommCare: CommCare is a software that enables organizations to build mobile applications that facilitate offline data collection. Using CommCare, MiracleFeet has developed the CAST (Clubfoot Administration SysTem) mHealth application to collect patient-level data in clubfoot clinics.
• Salesforce: MiracleFeet uses Salesforce to aggregate the data received through the CAST app. MiracleFeet staff, partners, and clinicians can access clinic and country level data through the CAST Community – a Salesforce portal customized for CAST users.

The key responsibilities of the Application Support Analyst – Latin America include overseeing use of the CAST App and CAST Community in all clinics in Latin America, monitoring data quality, providing users training on these systems, managing users, providing technical support to users in the region, and assisting country coordinators in device management. The Latin America user base consists of approximately 30+ clinics and 8 partners across 7 countries (Brazil, Ecuador, Guatemala, Guyana, Paraguay, Peru, and Nicaragua) and will likely grow to other countries in the next couple of years.

The Application Support Analyst – Latin America is a member of the Product Team, reports to the Application Support Manager (based in Madagascar) and works closely with the Latin America Program Manager and Program Field Officer, Country Coordinators, and the rest of the Product Team.

This is a 40 hour/week full-time contract position based out of Colombia, Mexico, or Ecuador. The Application Support Specialist will work remotely and is expected to travel up to one week per month. Applicants must already reside in and have an appropriate work permit for one of the above-mentioned countries.

Essential Functions

Supportive Supervision

• Review reports in CommCare HQ and Salesforce to ensure data quality (including duplicate management, timely data submission, etc.)
• Support the preparation of reports for the government and other key stakeholders with the CAST database.
• Monitor reports in CommCare and Salesforce which provide data about system usage. Follow up with Country Coordinators and end users when system use is below average or needs improvement.
• Work with the regional Program Manager and/or Program Field Officer to encourage partners and providers to use data and reports from the CAST Community to improve treatment quality at the clinic level.
• Compare records from the partners to data in Salesforce on a monthly basis

Training

• Regularly deliver CAST, Salesforce, and data use training to Country Coordinators and end users.
• Work with country coordinators to ensure that when new clinics are added, staff are trained in MiracleFeet’s data collection and analysis tools.

Technical Support

• Receive and triage requests for technical support and questions from CAST users
• Provide technical support and troubleshooting for basic issues. Escalate complex issues and problems to the product team
• Record all technical support requests received via other platforms (e.g. WhatsApp, text, or email) in JIRA Service Desk. Utilize Service Desk for communication with end users whenever possible.
• Adhere to all established Service Level Agreements

Device Management

• Support country coordinators in procurement, provision, and inventory management of mobile devices.
• Work with MiracleFeet HQ team to schedule and coordinate regular mobile phone device upgrades.
• Ensure mobile device safety and security; adhere to data privacy protocols.

Product Development and Maintenance

• Participate in Agile sprints and product planning as requested
• Work with your peer CAST Administrators in other regions and MiracleFeet’s Product Team to continually improve processes to support data quality and use, as well suggest updates to MiracleFeet’s core program technology to improve utility for the end users.

Technical Assistance Partner Support

Consultant will support the Associate Director of Product in supporting technical assistance partners in Latin America. Technical Assistance Partners serve both low- and middle-income children with clubfoot and may use MiracleFeet’s brace, training services, or CAST application, but are not full program partners. The support for Technical Assistance Partners could include:

• Regular check-in calls with the technical assistance partners in the region
• Organizing training in coordination with the technical team and regional program manager for technical assistance partners
• Explaining the benefits of the MiracleFeet Brace and training programs to prospective technical assistance partners

Note: The above statements are intended to describe the general nature and level of work to be performed by the individual in this position. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required for the position. Employees may have other duties assigned at any time.

Minimum Qualifications

• Minimum of 1-2 years’ work experience in data systems management and/or measurement and evaluation
• Candidates should be able to speak Spanish and English fluently, knowledge of Portuguese an advantage
• Ability to travel internationally up to 25%
• Proficiency in Microsoft Excel, or experience in data collection/analysis/management platforms
• Experience working with international teams and diverse stakeholder groups
• Interest in learning new technologies and understanding organizational and programmatic use of data, tools, and systems
• Experience with systems and processes to support, collect, analyze, and report data for program improvement
• Strong analytic skills: Demonstrated ability to understand and/or anticipate organizational needs, translate those needs into clear reports and dashboards, respond to requested changes, and identify/prioritize customizations
• Strong communication skills

Preferred Knowledge, Skills, and Abilities

• Experience working on digital health or mHealth projects
• Experience in using a CommCare application, another mobile data collection tool, or Salesforce
• Experience in creating reports for program evaluation
• Familiarity with data quality monitoring protocols
• Excellent analytical, quantitative, and trouble-shooting skills
• Experience with Jira Service Desk or alternative Service Management / ticketing platform
• Excellent written and verbal communication skills with ability to synthesize information quickly Excels at operating in a fast-paced, collaborative environment
• Skilled in interpersonal diplomacy and relationship-building, sensitive to cultural norms and expectations
• Flexible to the needs of the organization and the challenges often faced when working in low- and middle-income countries, and responsive to the needs of end-users. Able to organize one’s time and work autonomously while still working in collaboration with others
• Proactive, creative, and takes initiative

Conditions/Salary

Salary commensurate with experience. The position is on a contract or consultancy basis. MiracleFeet will not be offering a US-based employment contract.

MiracleFeet is committed to safeguarding and promoting the welfare of children and expects all employees to share this commitment. MiracleFeet is proud of our organizational values of collaboration, ambition, integrity, and justice, and expect staff to demonstrate these values in all behaviors and professional interactions. For additional information, refer to our website: www.miraclefeet.org