Individual Consultant – Africa Monitoring, Evaluation and Reporting Tool (AMERT) System Support

Scope as published

REQUEST FOR EXPRESSIONS OF INTEREST (CONSULTING SERVICES - INDIVIDUAL CONSULTANT) Country: Ethiopia Name of Project: The Building Institutions and Systems to Harness and Realize Agenda (BIASHARA) 2063 Project Grant No : P180117 Assignment Title : Individual Consultant - Individual Consultant for Africa Monitoring, Evaluation and Reporting Tool (AMERT) System Support Reference No. ET-AUC-564012-CS-INDV The African Union Commission has received financing from the World Bank toward the cost of The Building Institutions and Systems to Harness and Realize Agenda (BIASHARA) 2063 Project and intends to apply part of the proceeds for consulting services. The consulting services ("the Services") include to provide administrative and technical support to the AMERT Project Team by ensuring efficient operation of the AMERT platform, providing quality user support services, developing user documentation, conducting user training, and promoting effective utilization of the system across the African Union. The Consultant shall serve as one of the primary focal points for AMERT users and contribute to continuous system improvement through user engagement and technical support. Specifically, the job holder shall, among other things: Provide first-line technical support to AMERT users by responding to user queries received through email and other approved AU communication channels in a timely and professional manner. Maintain and continuously update a comprehensive knowledge base containing common system issues, solutions and best practices. Organize and conduct user training sessions, including induction programmes, refresher courses and practical workshops for AMERT users. Develop and regularly update user manuals, quick reference guides, video tutorials, Frequently Asked Questions (FAQs), and other learning materials. Coordinate and schedule training programmes with Departments, Organs and Specialized Agencies and ensure training materials remain aligned with new system functionalities. Monitor system usage trends and identify areas requiring additional user support and capacity building. Liaise with the AMERT development team by documenting user feedback, reporting system bugs and recommending functional improvements. Support user account administration, including account creation, password resets and user access management. Maintain comprehensive records of support requests, resolutions and user interactions for reporting and continuous service improvement. Perform any other administrative and technical support functions assigned by the AMERT Project Manager. The detailed Terms of Reference (TOR) for the assignment are attached to this Request for Expression of Interest. The African Union Commission now invites eligible individuals ("Consultants") to indicate their interest in providing the Services. Interested Consultants should provide information demonstrating that they have the required qualifications and relevant experience to perform the Services. The shortlisting criteria are: Academic Qualifications Bachelor's Degree in Computer Science, Information Technology, Information Systems or a related discipline. Professional certifications in Programming, Web Development, Database Management, Artificial Intelligence or IT Support will be an added advantage. Professional Experience Minimum of one (1) year of relevant experience in IT support, user training or technical documentation. Experience supporting web-based applications and database systems. Experience with content management systems. Strong technical writing skills with demonstrated ability to produce user-friendly manuals and training materials. Excellent communication and interpersonal skills with the ability to explain technical concepts to non-technical users. Experience within the African Union or another international organization will be an added advantage. Familiarity with Results-Based Management (RBM), Monitoring and Evaluation systems, or Project Management systems is d…

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