IT Officer – Shared Services Centre at Plan International

Date: 06-May-2022

Location: Nairobi, Kenya

Company: Plan International


Title IT Officer- Shared Service Centre (ITO SSC)
Functional Area (job family / role type) Operations / SSC / Information Technology (IT)
Discipline/field IT System Administration, Network Administration, IT Support and IT general and projects management
Specialism Network Administrator / System Administrator / IT Systems Support
Reports to: 


IT Coordinator- Shared Service Centre (SSC)
Office location: Nairobi Travel required: 


Geographical scope of role MEESA RH, Kenya CO, Machakos PU, Tharaka PU, Kajiado SO
Effective Date: May 2022 Grade: C1


Who we are

Plan International is an independent development and humanitarian organisation that advances children’s rights and equality for girls.  We believe in the power and potential of every child. But this is often suppressed by poverty, violence, exclusion and discrimination.  And its girls who are most affected. Working together with children, young people, our supporters and partners, we strive for a just world, tackling the root causes of the challenges facing girls and all vulnerable children.  We support children’s rights from birth until they reach adulthood.  And we enable children to prepare for – and respond to – crises and adversity. We drive changes in practice and policy at local, national and global levels using our reach, experience and knowledge. We have been building powerful partnerships for children for over 75 years, and are now active in more than 70 countries.


Plan International Kenya (PIK) has approximately 38 years of experience implementing programmes in Kenya. Currently PIK mainly operates in nine geographical areas in the counties of Nairobi, Machakos, Kajiado, Tharaka-Nithi, Siaya, Kwale, Kilifi, Homabay and Kisumu.



Plan International Kenya’s strategic goal in the next five years is to end teenage pregnancies and as well as sexual and gender-based violence. We aim to help create an enabling environment where girls and young women are safe, valued, equally cared for, and have equal opportunities. PIK will contribute to the global strategy by aiming to reach directly approximately 3 million (tbc) girls and Young Women over the period of the strategy 2021-2025 and to reach an additional beneficiaries through its interventions.


Role Purpose

The SSC IT Officer under the overall supervision of the SSC IT Coordinator will provide first line support for IT infrastructure support to the SSC clients. This includes desktops, servers, telecommunication equipment and networks as well as troubleshooting for systems to ensure uninterrupted IT operations.


Management scope, reporting lines, key relationships

Management scope

  • Support SSC ITC manage IT services for  SSC
  • ITO will support the IT infrastructure and Information Security in the offices.
  • Support effective provision, installation / configuration, operation, and maintenance of IT systems and applications, hardware, software and related IT infrastructure.
  • With the support of the SSC and CITM, the ITO will coordinate access control for data and network devices and prepare operational plans and IT business continuity plans for SSC.
  • ITO does not directly manage a budget or approve any spending but is expected to:
    • Assist in the preparation of IT budgets, tracking of IT costs, proper management of hardware assets to ensure that only appropriately licensed Software are installed in SSC sites in-line with the Global IT Operational Management Standards
    • Contribute in the regular review and evaluation office and users’ IT equipment and recommend action to SSC ITC in accordance with Plan International hardware life cycle guidelines
    • Contribute in the planning and acquisition of specific IT hardware and software, coordinate its introduction into the office and manage its maintenance.
    • Contribute in the creation and management an IT asset/ inventory management process for hardware and software
    •  Contribute in raising IT purchase requisitions, record and monitor IT costs at the SSC.
  • Contribute in the Implementation of IT Operational Management Standards in the SSC.
  • Contribute in the Implementation of Information Security in the SSC.
  • Assist in the technical preparation and implementation of global projects (such as HRIS, SAP and any new emerging IT projects) and manages local IT projects at the SSV.
  • Contribute in the maintenance of IT risk register for the SSC.
  • Contribute to the formulation and Implementation of IT disaster preparedness planning and IT emergency response for the SSC.


Reporting lines

Reports to: The post holder will report to the IT Coordinator- Shared Service Centre (SSC)


      Direct reports – IT Assistants/ Interns as may be applicable from time to time.


key relationships


  • SSC Lead-Strategic direction.
  • SSC ITC-Direction and coordination
  • Client line managers-via SSC ITC for requirements setting and feedback
  • All client staff, SSC Staff and IT Users in general – Maintains high contact with users of IT services and systems to ensure they receive timely services.



  • IT Vendors and Service providers
  • Country IT Manager


Level of contact with children

Low contact: No contact or very low frequency of interaction


    Physical Environment

Typical office environment, mild lifting with (30%) field visit demands to various program offices

and project Sites whenever necessary.


Accountabilities and Main Work Activities

              Help Desk and User Support – Global & Local IT Services (60%)

  1. Contributes in Performing remote troubleshooting through diagnostic techniques and pertinent questions;
  2. Escalates incidents to SSC ITC,/CITM/global infrastructure support or local external support contracts as appropriate;
  3. Contributes in giving client staff access to Plan International User Applications by setting up user accounts, permissions and passwords in line with defined network policies and procedures;
  4. Contributes in giving client staff access to Corporate Applications / ERPs: (global IT Access to services);
  5. Contributes in providing IT Administration: (of global IT services); (Exchange Online Administration Portal, IT Administration, Portal, ServiceDesk, Speed test, SAP, SAP BI);
  6. Contributes in providing information security services (global and local IT services) by ensuring physical and logical security of IT Assets, Data and information at all times; as well as enforcing existing IT policies and developing relevant guidelines and policies e.g. online security, passwords, back-up procedures, anti-virus solutions, etc.;
  7. Contributes in Ensuring Kaspersky endpoint security is installed on all laptops and OneDrive configured on all computers to sync folders under OneDrive to the cloud;
  8. Contributes in Including staff in the global active directory / OKTA services management;
  9. Contributes in Ensuring global and local active directory services management by facilitating the management of joiners and leavers on the local and global active directory and management of email distribution groups;
  10. Contributes in Ensuring the provision of Local Area Network (LAN) and internet;
  11. Contributes in providing support on payroll software (local service);
  12. Contributes in Carrying out system upgrades, patching and backups;
    1. Bandwidth Management
    2. Cisco Any Connect Web Filter installed and configured on all laptops
  13. Contributes in Monitoring network performance (Review net flow and riverbed reports);
  14. Contributes in service Follow up and updating customer status and information;
  15. Contributes in Documenting feedback or suggestions by users for sharing with SSC Lead and CIT Manager for informed decision making.
  16. Contributes in the IT Risk Management


IT Support to Other Countries (10%)

  1. Contributes in providing systems administration support i.e. Global Hub systems;
  2. Contributes in providing general IT support including systems/application development support;
  3. Contributes in providing IT advisory services;


Vendor Management (5%)

  1. Contributes in Contacts with vendors to ensure provision of good service provision;
  2. Assists during vendor meetings to discuss SLAs and agree on expected standards;
  3. Contributes in providing vendor supervision to ensure compliance to agreed standards, general user experience improvements for ease of access to systems, applications and services.


     Other IT Support Services (20%)

  1. Contributes in providing user support and training in corporate applications such as SAP, HRIS, PERPAY, Office 365 software and OneDrive;
  2. Assist client staff orientation on new rollouts and migration of new systems;
  3. Contributes in providing conferencing Support for the client;
  4. Contributes in providing oversight on the PU IT support for Machakos PU/ Tharaka PU and Kajiado Satellite office;
  5. Contributes in Monitoring and ensuring application/compliances of IT policies and guidelines, established processes and procedures by all end users;
  6. Contributes in providing orientation and training of IT related policies to new staff;
  7. Supervises, mentors and coaches the IT Assistants/ Interns as may be applicable.
  8. Undertakes any other duties as may be assigned


Innovations / Research (3%)

  1. Contributes in Implementing innovative technologies and solutions within the Plan International environment in liaison with programme and share best practices and learnings to improve programme effectiveness and enhance programme delivery
  2. Assists in the technical research and development to enable on-going innovation within the infrastructure to enable staff to work productively
  3. Contributes to Ensure that IT systems, applications and services, hardware, operating systems, software and related procedures adhere to organizational standards and values enabling staff to work productively.


Safeguarding Children and Young People (Safeguarding) and Gender Equality and Inclusion (GEI) (2%)

  1. Understands and puts into practice the responsibilities under Safeguarding and GEI policies and Plan International’s Code of Conduct (CoC), ensuring that concerns are reported and managed in accordance with the appropriate procedures.
  2. Leads the orientation of programme staff to ensure that they are properly inducted on and understands their role in upholding Plan International’s safeguarding and GEI policies;
  3. Ensures that Plan International’s global policies for Safeguarding Children and Young People and Gender Equality and Inclusion are fully embedded in  day-to-day work of IT team;.
  4. Ensures that Plan Kenya contributes to Plan International’s global efforts to ensure safeguarding and GEI, including making sure that relevant reporting and data are submitted.


Technical expertise, skills and knowledge


Technical expertise

Essential Qualifications/ experience: 

  • Degree in Information Technology (IT) or Computer Studies or equivalent.
  • 3 years’ relevant working experience with at least 2 years in System Administration.
  • Certifications in Systems Administration / System Engineering, Microsoft technologies (Microsoft Office, Microsoft Windows, SQL Server, Exchange server) and Cisco technologies)
  • Experience in managing and implementing information systems and supporting technologies and proven knowledge, ability and experience in setting up Local Area Networks (LANs) and telecommunication technologies


Desirable Qualifications / experience: 

  • Project Management certification is a plus
  • Knowledge and experience of firewall design principles, CISCO Meraki, Virtualization technologies, Trend Anti-Virus, Java and Avaya technologies will be an added advantage.


Languages required

  • Excellent written and verbal communication skills in English.


skills and knowledge


  • Service oriented/ Customer centric/ customer relationship skills
  • Good communication skills and ability to communicate ideas and technical information to a non-technical audience
  • Strong analytical and logical ability
  • Strong negotiation, facilitating and influencing skills
  • Problem-solving skills
  • Creativity and Innovation
  • Works collaboratively as a team player
  • Capability to coordinate and cooperate within interdisciplinary teams


  • Networking, sharing information and best practices
  • IT technical knowledge in IT infrastructure and applications
  • Project and General Management Skills
  • IT Risk assessment and management
  • Written and verbal Reporting



  • Role model our values and behaviors both internally and externally.
  • Engages sensitively with staff and partners on issues of gender equality and inclusion, demonstrating an understanding of the local culture and context.
  • Promotes equality, including gender equality, inclusion and girls’ empowerment in Plan’s work and in its work with partners
  • Applies participatory influencing methodologies both internally and externally
  • The ability to build collaborative working relationships
  • Ability to influence
  • Uses creativity to challenge the norm and promote innovation and thinks and acts for the wider organization – linking IT with the context of the wider organizational strategy
  • Communicates effectively at a high level and with a range of appropriate styles for different audiences
  • Builds capability through knowledge sharing, networking, mentoring, coaching and advocates the importance of knowledge management.


leadership competencies

  • Courageous in taking a lead, focussed on Plan International’s purpose and making the most effective contribution within my own work context.
  • Behaves in line with our values and safeguarding practices, inside and outside work.
  • Challenges own attitudes, unconscious bias and behaviour and speaks up when they see wrong doing, especially by those who use their power over others to create fear or abuse.
  • Understand and adhere to the policies, processes, practices and standards relevant to own work and keeps their knowledge and skills up to date.
  • Honest and efficient in use of resources, including own time.
  • Takes responsibility for own performance and development: reflecting; seeking and listening to feedback; learning from mistakes; finding people or resources to help them learn.
  • Constructive and optimistic in facing setbacks, challenges and change, using own initiative to analyse issues and improve things.
  • Good team player, communicating effectively and being open and supportive towards those around them.


Business Management Competencies

  • Understands Plan International in Context, including its purpose, values, and global strategy, and can communicate these to varied audiences, including how Plan International will deliver on its objectives through the theory of change
  • Manages legal and reputational risk including risk assessment, communication, risk management and reporting in full compliance with Plan International’s core risk-related standards (Child and Youth Safeguarding and Protection, Gender equality and inclusion, Counter Fraud, Safety and Security)
  • Managing activities and resources including skills in strategic thinking, planning and organising, financial planning and monitoring for cost allocation and cost recovery
  • Managing people and information including skills in assessment and coaching, evidence-based management, communication skills, both speaking and writing, and digital working, including personal digital skills.


Technical Competencies

  1. To perform certain necessary tasks the IT Officer will need to be familiar with a range of cisco technologies, operating systems, applications, and programs – Microsoft, Linux, database technologies
  2. IT Officer may also be asked to perform debugging duties occasionally, so they need to be familiar with the notion of computer coding and programming.
  3. IT Officer encounters heavy human interaction in the course of their work. The role requires the individual to work with several departments outside of IT, on a daily basis. Therefore they need to possess a high level of patience and professionalism when working with other employees who will have a varying range of computer competencies.
  4. The IT Officer role can be seen as the ‘puzzle solver’ of the organisation and this can be highly stressful, especially in Plan International whose departments e.g. Programme, Sponsorship, Operations (finance & grants, Administration, Logistic and procurement, Security) etc are heavily dependent on IT operations. The IT Officer will require excellent problem solving and multitasking skills, and should be a constant learner and able to remain calm when dealing with a crisis.
  5. The IT Officer also needs to be aware that they may come across confidential information from time to time when monitoring network traffic, which needs to be kept private to maintain their professionalism.
  6. The IT Officer will be dealing with problems of varying nature. For instance, customers and stakeholders will have differing expectations and needs relating to the overall process that will require:
    1. Clear articulation of purpose and expected outcomes at all times and with appreciation for time sensitive delivery;
    2. Understanding and managing conflicting expectations; negotiating and accommodating a variety of required outcomes within procedures, tools and guidance; influencing and persuading around purpose and expected outcomes;
    3. Developing communication routines covering all stakeholders.

Plan International’s Values in Practice


We are open and accountable

  • Promotes a culture of openness and transparency, including with sponsors and donors.
  • Holds self and others accountable to achieve the highest standards of integrity.
  • Consistent and fair in the treatment of people.
  • Open about mistakes and keen to learn from them.
  • Accountable for ensuring we are a safe organisation for all children, girls & young people


We strive for lasting impact

  • Articulates a clear purpose for staff and sets high expectations.
  • Creates a climate of continuous improvement, open to challenge and new ideas.
  • Focuses resources to drive change and maximise long-term impact, responsive to changed priorities or crises.
  • Evidence-based and evaluates effectiveness.


We work well together

  • Seeks constructive outcomes, listens to others, willing to compromise when appropriate.
  • Builds constructive relationships across Plan International to support our shared goals.
  • Develops trusting and ‘win-win’ relationships with funders, partners and communities.
  • Engages and works well with others outside the organization to build a better world for girls and all children.


        We are inclusive and empowering

  • We empower our staff to give their best and develop their potential
  • We respect all people, appreciate differences and challenge equality in our programs and our workplace
  • We support children, girls and young people to increase their confidence and to change their own lives.


Application dealine is 19th May 2022. Shortlisting will be done on a rolling basis.


More Information

  • Job City Nairobi
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