Manages day-to-day administration and support of a digital program management platform. Responsibilities include user account and access management, onboarding and training, troubleshooting, data quality monitoring, dashboards and reporting, knowledge repository administration, performance tracking, audits, vendor coordination, requirements documentation, user acceptance testing, and system enhancements.
This is a remote position.
Panagora Group, a woman- and employee-owned small business specializing in global health, seeks a Program Information & Technology Manager for an anticipated development program. The program will support effective implementation, operational efficiency, accountability, and data-driven decision-making through technology-enabled systems, information management, and coordinated program operations.
The position is contingent upon contract award.
No telephone inquiries, please. Finalists will be contacted. Please apply via our website and include a cover letter and resume. Only applicants who include the required application components will be considered.
Panagora Group is an equal opportunity employer and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
*Note: Panagora does not offer visa sponsorship.
Primary Responsibilities
The Program Information & Technology Manager will be responsible for the day-to-day operations, administration, user support, and troubleshooting of a digital program management platform and will serve as the primary operational liaison with the technology provider. The Manager will ensure the platform provides program leadership and client counterparts with accurate, timely, and accessible information to manage service requests, workforce deployment, financial and procurement activities, deliverables, performance, and knowledge across the program.
Primary responsibilities include but are not limited to:
In collaboration with program leadership, functional managers, and other program team members:
Day-to-day Platform Operations
- Manage day-to-day platform administration, including user accounts, roles and access permissions, onboarding and training of system users in collaboration with the program management team, first-line user support, routine troubleshooting, documentation and escalation of technical issues to the technology provider, and communication with users regarding issue resolution.
- Monitor system performance and data quality, including uptime, data completeness and accuracy, audit trails, and routine QA; identify and flag data quality issues for resolution by responsible functional managers, who retain accountability for data accuracy and completeness, and escalate technical performance issues to the technology provider for resolution.
- Track and report platform performance against established operational and contractual standards and support required system demonstrations, acceptance reviews, and audits.
Knowledge Management
- Support use of real-time dashboards and ad hoc reporting on service requests, personnel, financials, procurement, deliverables, milestones, and other project performance information.
- Support the operation of the centralized program knowledge management and deliverables repository, including user access, system functionality, and monitoring compliance with document upload and reporting requirements. Coordinate with responsible functional managers to address gaps and support repository audits.
Technology Vendor Coordination
- Serve as the primary operational liaison with the technology provider and corporate IT, coordinating troubleshooting, technical issue escalation, documentation of new functional requirements and feature requests, user acceptance testing, system enhancements, and continuous improvement based on program and client requirements. The technology provider will be responsible for technical implementation, system development, cybersecurity, integrations, maintenance, and technical performance.
Requirements
- Bachelor's degree in information systems, information technology, public health, business administration, project management, international development, data management, management information systems, or a related field; advanced degree or relevant professional certification preferred.
- Minimum of 3-5 years of relevant experience administering or supporting service delivery, CRM, ERP, workflow management, or similar technology-enabled systems, including user support, documentation, and coordination with technical teams.
- Demonstrated experience administering, supporting, or coordinating the implementation of systems supporting workflows, reporting, dashboards, document management, financial or workforce information, or similar business processes.
- Experience working with technology vendors, developers, corporate IT teams, and functional business users to translate operational requirements into system functionality and coordinate troubleshooting, enhancements, and releases.
- Experience with data quality, system administration, user access management, dashboards/reporting, document repositories, user training and support, and help desk/customer service support.
- Strong project coordination, analytical, problem-solving, and organizational skills, with the ability to manage multiple priorities and coordinate across technical and functional teams.
- Demonstrated ability to translate between operational/business requirements and technical teams and provide clear guidance and training to system users.
- Technical familiarity with web application technologies and cloud-based systems, including AWS.
- Excellent written and oral communication skills in English and demonstrated ability to work effectively across countries, cultures, and time zones.
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