ICT & E-Learning Assistant

Company Description

Amref Health Africa is the largest indigenous health development non-governmental organization based in Africa. Working with and through African communities, health systems, and governments, Amref Health Africa aims to close the gap that prevents people from accessing their basic right to health. Amref Health Africa is headquartered in Nairobi and has programs in Kenya, Uganda, Tanzania, Ethiopia, South Sudan, Southern Africa, and West Africa. For more information visit our website www.amref.org

Job Description

These roles are critical for driving engagement, compliance, and learning outcomes at scale, making the ICT & E-Learning Assistant a mission critical position within organizations.

1. Provide technical support to end-users.
2. Install, maintain and upgrade hardware and software.
3. Help troubleshoot system errors and issues.
4. Create and maintain documentation for IT systems.
5. Monitor system performance and report any issues.
6. Assist in managing network and server systems.
7. Maintain inventory of IT equipment and software licenses.
8. Conduct regular backups and disaster recovery planning.
9. Collaborate with other IT team members and vendors to resolve issues.
10. Publish, update, and QA course modules, quizzes, and resources in the LMS (Canvas/Moodle/Blackboard/Docebo) with proper metadata, due dates, and grading settings.
11. Coordinate live and asynchronous learning logistics (Zoom/Teams links, recordings, transcripts, captions) and ensure materials meet accessibility standards (WCAG/Section 508).
12. Validate SCORM/xAPI packages from authoring tools (Articulate 360, Rise, Storyline, Captivate); troubleshoot player issues and tracking with the LRS as needed.
13. Monitor forums, inboxes, and ticket queues; surface academic or technical issues to instructors and IT with clear documentation and follow-through.
14. Track learner progress, attendance, and assessment integrity using LMS analytics; flag at-risk learners and route early alerts per escalation playbooks.
15. Maintain version control, change logs, and content audits; ensure links, files, and proctoring settings are accurate before each release cycle.
16. Manage ticket triage in service tools (Zendesk, HubSpot, Jira); meet response and resolution SLAs while maintaining accurate case notes.
17. Generate weekly reports (enrollment, engagement, completion, CSAT) via native LMS reports or BI tools (Power BI, Tableau); provide insights that inform cohort operations.

Qualifications

Required Skills and Qualifications

3+ years supporting e-learning or academic operations within an LMS environment (Canvas, Moodle, Blackboard, Docebo, or similar)

Diploma in Information Technology

Hands-on proficiency with LMS administration, basic SIS/CRM workflows (Workday, Banner, Salesforce), and productivity suites (Google Workspace/Microsoft 365).

Working knowledge of SCORM/xAPI packaging, quiz banks, gradebook configuration, and basic HTML/CSS for content fixes.

Ability to interpret LMS analytics to prioritize outreach, ticket routing, and scheduling adjustments.

Clear written communication and structured documentation; capable of producing SOPs, checklists, and step-by-step guides.

Understanding of FERPA, data privacy, and accessibility practices relevant to digital learning.

Preferred Qualifications

Degree in Computer Science desired

Certification or coursework in instructional technology, e-learning design, or LMS administration.

Experience in troubleshooting, repair, and maintenance of ICT systems

Background supporting large cohorts in higher-ed, bootcamps, or corporate L&D with defined completion and satisfaction targets.

Certifications from Microsoft +, Cisco, Cyber Security, Google, AWS, ITIL, and CompTIA is an added Advantage

Additional Information

CRITICAL COMPETENCIES

 Digital Dexterity.

 Communication skills

 Flexibility

 Teamwork

 Problem solving

PERSONAL ATTRIBUTES

 High integrity and ethical conduct

 Confidential

 Self driven and reliable

 Excellent interpersonal skills

 Accountable for results

Amref Health Africa does not require applicants to pay any money at whatever stage of the recruitment and selection process and has not retained any agent in connection with recruitment. Although Amref may use different job boards from time to time to further spread its reach for applicants, all open vacancies are published on our website under the Vacancies page and on our official social media pages. Kindly also note that official emails from Amref Health Africa will arrive from an @amref.org address.

Amref Health Africa is committed to safeguarding and promoting the welfare of children, young people and vulnerable adults and expects all staff to share this commitment. Amref Health Africa is is dedicated to diversity and is an equal-opportunity employer with a non-smoking environment policy.