Enterprise Application Analyst, Africa & Europe

About International Justice Mission

International Justice Mission (IJM) is a leading global organization dedicated to protecting vulnerable populations from violence worldwide. With over 1,300 professionals working across 30+ offices, IJM aims to rescue millions, protect half a billion people, and establish unstoppable justice. The organization values a supportive community and professional excellence paired with joy and celebration.

Role Overview

In this role, you will support the operational management and enhancement of IJM's Justice Data Solution (JDS) and Protection Collaborative (PC) systems across the Africa and Europe regions. Your core function involves facilitating requirements collection, gap analyses, backlog and ticket management, user acceptance testing (UAT), user training, reporting, and stakeholder communication. The position reports to the Product Manager of Enterprise Applications and is based at one of IJM's field offices in Nairobi, Kenya.

Key Responsibilities

• Deliver on-site support for critical JDS and PC training and ongoing system operations.
• Train and assist super users to independently manage operational aspects and support end users.
• Guide IJM staff interfacing with the systems to optimize business processes and close operational gaps.
• Create knowledge base content for new and advanced system users.
• Empower super users to become proficient testers of new system features and oversee training materials development.
• Assist in developing reports and dashboards that present business metrics for senior leadership.
• Conduct user acceptance testing for new deployments and support communication/change management plans.
• Qualify system defects and enhancements; maintain ticket queues and backlog requests for escalation as needed.
• Communicate deployment and system status updates clearly across regional teams and governance groups.
• Produce detailed documentation of system requirements and guidelines for cross-functional and external teams.
• Analyze enhancement requests, manage backlog prioritization with governance, and coordinate execution with technology teams.
• Collaborate with business partners to assess urgency of requests and troubleshoot immediate issues promptly.
• Engage with stakeholders and super users to gather, write, and validate requirements for system enhancements.
• Support system testing activities by creating test scenarios and managing sessions.
• Serve as a subject matter expert for JDS and PC systems within the region, ensuring quality customer service in issue resolution.
• Document system processes, manage change requests, and assist in maintaining system security in partnership with global technology teams.

Qualifications & Experience

• Bachelor’s degree or an equivalent mix of education, training, and experience.
• 5 to 7 years of relevant professional work experience.
• At least 3 years working with operations or program data including casework, monitoring & evaluation, criminal analytics, or stakeholder engagement.
• Minimum 1 year of experience involving Software Development Lifecycle processes, or equivalent role as a super user or team support specialist.
• Familiarity with Salesforce or other object-oriented databases.
• Experience working within an Agile environment is preferred.
• Background in configuring enterprise systems is advantageous.
• Capability in developing UAT criteria or test scripts for technical system requirements is a plus.
• Strong command of written and spoken English; knowledge of local field office languages is a bonus.
• High proficiency with Excel or alternative data analysis tools is preferred.
• Commitment to the Christian faith as defined by the Apostles’ Creed.

Essential Attributes

• Strong alignment with IJM’s core values emphasizing Christian principles, professionalism, and bridge-building.
• Ability to conceptualize, analyze, and clearly explain complex and abstract issues.
• Capacity to handle multiple priorities effectively in a dynamic environment.
• Entrepreneurial mindset with proactive initiative.
• Skilled at managing cross-cultural relationships.
• Discipline, strong interpersonal self-awareness, and exceptional communication skills.
• Adaptability, collaboration, and enthusiasm for supporting colleagues.
• Team-oriented with a capacity to foster a cooperative work atmosphere.
• Creative in problem-solving approaches.

Additional Information

Applicants should submit a combined PDF including a resume, cover letter, and a statement of faith describing their Christian belief and involvement, spiritual disciplines, and current worship community. The organization enforces strict safeguarding policies and employs a zero-tolerance stance on violations related to sexual exploitation, abuse, harassment, and ethics. Selection includes an assessment of technical qualifications, value alignment, and thorough background checks including police clearance and references.