Спеціаліст/ка з технічної підтримки (IT Technical Support)

DAI is seeking highly qualified candidates for the IT Technical Support position in the Ukraine Portfolio. 

BACKGROUND

DAI has a significant presence in Ukraine, with five active projects totaling more than $758 million. While these projects vary in scope and focus, they are all involved in intricate and complex operational processes, including grant programs, procurements, and sub-contract relationships. The pressure on the project teams has been intense due to first the COVID 19 pandemic followed by Russia’s invasion, as USAID Ukraine has added significant new funding and responsibilities. In some cases, this required the projects to pivot significantly from their original objectives, and thus created gaps in alignment between the skills needed for success and those possessed by the core team.

As the number of operational processes grow, it has become increasingly necessary for DAI to field a cross-project operational team to a) remove implementation roadblocks affecting all projects, b) build the capacity of project operations teams, c) serve as a liaison between members of DAI’s Home Office and field teams, and d) ensure compliance through focused oversight and training of project personnel.

ROLE’S PURPOSE

The IT Technical Support will support DAI’s Ukraine-based projects in acquiring digital services, including but not limited to technology solutions, software, and hardware, while ensuring strict adherence to DAI’s and USAID’s policies and guidelines. The IT Technical Support will play a vital role in guiding project procurement or technical teams through the procurement process, evaluating potential IT service providers, and overseeing the selection of services that align with the recipient’s requirements. The IT Technical Support’s expertise in IT infrastructure and services, software/hardware implementations and procurement practices will be instrumental in fostering compliance and successful execution of projects for the benefit of its partners, clients, and the overall mission of DAI. 

OBJECTIVES AND DUTIES

The IT Technical Support will be based in Ukraine and will be responsible for the following:

Advisory Support 

• Act as a technical advisor and subject matter expert for project delivery teams, assisting them in understanding and navigating procurement policies related to IT services. 

Needs Assessment 

• Collaborate with project delivery teams to identify their partner’s specific IT service requirements, including hardware, software, cloud solutions, and other technology-related needs. 

Vendor Evaluation 

• Conduct thorough evaluations of potential IT service providers, assessing their technical capabilities, service offerings, pricing structures, and compliance with the organization’s policies. 

Technical Compliance 

• Ensure that the selected IT services align with the recipient’s technical requirements, security standards, and any other relevant specifications. 

Procurement Strategy 

• Develop tailored procurement strategies with the project delivery teams that align with the organization’s policies and optimize cost, quality, and delivery of IT services. 

Contract Management 

• Oversee contract negotiations between project delivery teams and IT service providers to ensure compliance and safeguard the interests of all parties involved. 

Vendor Performance Monitoring 

• Monitor the performance of IT service providers to ensure they meet service level agreements (SLAs) and adhere to contractual obligations. 

Risk Assessment and Mitigation 

• Identify and assess risks associated with specific vendors or service offerings and implement risk mitigation strategies to protect the organization’s interests and maintain compliance with the organization’s policies. 

Documentation and Reporting 

• Review records of the procurement process, vendor evaluations, and compliance-related documentation. Provide regular reports to project management and project delivery team as required. 

Capacity Building 

• Participate in training and capacity-building sessions for project delivery teams to enhance their understanding of the organization’s procurement policies and best practices for IT services acquisition. 

 QUALIFICATIONS:

• Bachelor’s degree in computer science, Information Technology, Business Administration, or a related field. Relevant certifications or a Master’s degree would be a plus. 
• Minimum 10 years of experience in system and software assessment, implementation, and requirements development and design.  
• Proven experience in IT procurement, vendor management, or IT consulting, with a focus on compliance with procurement policies. 
• Strong understanding of IT infrastructure, services, software development and lifecycle, and procurement practices, as well as knowledge of donor-specific guidelines and policies. 
• Excellent communication, negotiation, and interpersonal skills to effectively interact with grantees and vendors. 
• Analytical mindset with the ability to assess technical requirements and vendor capabilities objectively. 
• Familiarity with legal and regulatory aspects related to IT procurement and contract management. 
• Project management skills to handle multiple procurement initiatives for various parties simultaneously. 
• Ability to work independently and collaboratively in a deadline-driven and compliance-focused environment. 

Preferred Experience: 

• Prior experience in providing technical advisory services to donor-funded programs or non-profit organizations. 
• Familiarity with IT service management frameworks, such as ITIL (Information Technology Infrastructure Library). 
• Knowledge of industry-specific compliance standards and data security practices related to grant-funded projects. 

REPORTING:

This position will report to the Senior Manager, Field IT Operations at DAI’s Home Office in Bethesda.

Application Instructions

Qualified individuals with disabilities are encouraged to apply.

Please submit your Cover Letter and CV to [email protected] 

Only shortlisted candidates will be contacted. Please include “IT Technical Support, Ukraine Operations Office” in the subject line. Interviews will be conducted on a rolling basis.

 Equal Employment Opportunity

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, age, or status as a protected veteran.

DAI and its employees are committed to confronting discrimination in all forms, nurturing respect for our interpersonal relationships, and holding ourselves accountable for positive change within the company and in the communities, cultures, and countries in which we live and work.  DAI is committed to attracting and retaining the best employees from all races, ethnicities, and backgrounds in our continued effort to become a better development partner.

DAI upholds the highest ethical standards. We are committed to the prevention of sexual exploitation, abuse, and harassment as well as other ethical breaches. All our positions are therefore subject to stringent vetting and reference checks.

DAI Organization and Values

DAI is a global development company with corporate offices in the United States, the United Kingdom, EU, Nigeria, Pakistan, and Palestine and project operations worldwide. We tackle fundamental social and economic development problems caused by inefficient markets, ineffective governance, and instability. DAI works on the frontlines of global development. Transforming ideas into action—action into impact. We are committed to shaping a more livable world.

DAI and its employees are committed to confronting racism and holding ourselves accountable for positive change within the company and in the communities, cultures, and countries in which we live and work. DAI is committed to attracting and retaining the best employees from all races and backgrounds in our continued effort to become a better development partner. DAI upholds the highest ethical standards. We are committed to the prevention of sexual exploitation, abuse, and harassment as well as other ethical breaches. All of our positions are therefore subject to stringent vetting and reference checks.

DAI is an equal opportunity/affirmative action employer with a commitment to diversity. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.