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Tenders are invited for Contracting of an Expert in Information and Communication Technology (Ict) Closing Date: Friday, 28. Feb 2025 Intervention Sector(s): Advocacy & Awareness Remuneration range: > 6000 (USD) Duration of Contract: 12 Months General objective The objective of the assignment is assisting in the maintenance and management of the CSB, PPA, CI, CoA, and NACCs IT solutions, improving the user experience through clear instructions and effective training, and supporting the staff in various IT solutions, both installed and expected. Specific objectives Offer prompt and efficient technical support to end-users, ensuring minimal downtime and optimal productivity, in order to increase users engagement, retention, and conversion rate. Collaborate with IT staff to support the internal workflow solution, contributing to the amendment of existing solutions and the implementation of new technologies and solutions. Support the projects component managers in activities with an IT component, ranging from IT infrastructure and IT workflows to web development and data management. Key Responsibilities Court of Accounts: Trainings: Workflows and Archiving System Court of Accounts: Conduct training sessions on IT workflows for new and existing users, providing clear instructions and support to help them navigate the system effectively. The system includes the IT workflows related to each persons roles and responsibilities, as well as the archiving process for digitizing paper documents available at the Court of Accounts. Conduct hands-on trainings for staff, and follow-up with teams on the ground to ensure new system is implemented correctly. Conduct trainings to enhance computer skills and knowledge of staff where needed. Communicate technical information effectively to non-technical users, ensuring they are supported and informed. Provide first-level support to end-users experiencing issues with the Workflow Management System, ensuring timely resolution of problems. Develop and maintain comprehensive documentation, including user guides, FAQs, and troubleshooting manuals. Stay updated with the latest developments in IT and workflow management technologies, seeking opportunities to improve system efficiency and user experience. Amendments: IT Workflows Work closely with IT and other departments to understand user needs and provide solutions that enhance the workflow management process. Amend the Workflow Management System where needed, based on the official requirements. Troubleshoot and diagnose software, hardware, and network-related issues, escalating more complex problems to Tiers 2 and 3 support. ICT environment Assist in the regular maintenance and updates of the Workflow and Archive Systems to ensure optimal performance and security. Monitor system performance, identify potential issues, and implement preventative measures to avoid disruptions. Assist in implementing and maintaining security protocols to protect sensitive data within the Workflow Management System. Ensure compliance with policies and industry regulations related to IT and data management. Support the IT department in maintaining the ICT environment in all its aspects. Public Procurement Authority: PPA database Ensure the consolidation of all data templates currently available into 1 master model that can be used. Assist with the conversion of the template into the chosen database manipulation language when needed. Handle the creation of relevant dashboards on MS Power BI, with the support of the senior IT consultant if needed. In all beneficiary administrations (CSB, PPA, CoA, CI, NACC): Support on miscellaneous tasks Assist component managers in tasks and efforts related to the IT field. This includes working on terms of reference, equipment specifications, overseeing implementation of work on site, assisting in meetings, writing reports, and other similar tasks. Evaluation Metrics Training Quality Effectiveness of user training sessions, measured by user feedback and proficiency improvements. Documentation Quality Quality and comprehensiveness of documentation, as indicated by user reliance and feedback. Communication and Collaboration The IT support will be reporting to the projects senior IT expert, who has been extensively involved with the administration, and to the component manager. Effectiveness of communication with end-users, measured by clarity and user feedback. Collaboration with administrations departments, contributing to problem-solving and project success. Proactive Problem Management Identification and resolution of potential issues before they impact users. Implementation of preventative measures to reduce the occurrence of recurring issues. Compliance with expected timeframe The work at the Court of Accounts has a tentative timeframe that guides the work of the IT experts, in order to ensure the proper advancement of the project: Table of deliverables Deliverables Delivery frequency - Monthly reporting: Report that includes: The situation at the Court of Accounts and the ability to work at the administration Tasks implemented in relation to supporting the IT department regarding the ICT environment The progress made on IT workflows and archiving Updates regarding the training on the archiving system Updates regarding the training on the IT workflow system Lessons learned Anticipated tasks Attendance sheets Other End of every month System documentation: Provide full documentation of the IT system, including: Documented credentials for all IT roles Updated and user-friendly documentation of the system in place. Training material for IT workflows and archive, adjusted based on actual experience, enabling the administration to conduct training of trainers in the future. Documentation of amendments implemented after being officially approved by the president of the CoA. 6th month of the work The work at the Public Procurement Authority has a tentative timeframe that guides the work of the IT experts, in order to ensure the proper advancement of the project: Table of Deliverables Deliverables Delivery frequency Monthly report including: - Tasks implemented in relation to supporting the IT department - Any information necessary to the PPA for the sustainability and good use of the deliverable. End of every month Updated and corrected Master excel sheet for PPA To be updated upon PPAs request Dashboard containing reports denoted by PPA. 2 Weeks after finalization of the above Excel sheet Final report at the end of the mission at PPA including: - Tasks implemented in relation to supporting the IT department - Any information necessary to the PPA for the sustainability and good use of the deliverable. - Lessons learned At the end of the mission. The work at the Civil Service Board, the Central Inspection, the National Anti-Corruption Commission is difficult to predict, and therefore it will be communicated as the activities progress: Table of Deliverables Deliverables Delivery frequency - Monthly report that includes: The situation at the administrations and the ability to work and make progress Tasks implemented in relation to supporting the IT department regarding the ICT environment Lessons learned Anticipated tasks Attendance sheets Other End of every month Place and duration Onsite at the beneficiary administrations in Beirut. Remote or Hybrid is not possible. Working hours are from Monday to Friday from 8:30 AM till 5:00 PM The engagement of the IT Support will be for a period of 12 months, with the possibility of extension based on project requirements and performance evaluations. Qualifications and Expertise The ideal candidate should possess the following qualifications and expertise: A bachelors degree in IT or a related field. Relevant IT certifications (e.g., CompTIA A+, Microsoft Certified: Fundamentals) are advantageous. 3 to 4 years of previous experience in IT support or a related field is required, particularly in supporting software applications. Previous experience in working with the public sector in Lebanon. Familiarity with workflow management systems or similar software is a plus. Proficiency in troubleshooting hardware and software issues. Strong problem-solving and analytical abilities. Excellent communication and interpersonal skills. Ability to work independently and as part of a team. Customer-focused mindset with a commitment to providing high-quality support. How to apply How to apply The application should include: Professional resume in English highlighting background, education, and proven experience Daily rate proposal. Application form attached. Beneficiary profile attached. MOF Number /VAT Registration if application. ID or Passport Copy. Please send your proposal by email to Ms. Aya Kassir at the following address: Aya.kassir@expertisefrance.fr Submission deadline All applications must be submitted no later than 3rd of March, 2025, 5 PM. Tender Link : https://daleel-madani.org/civil-society-directory/expertise-france/calls/contracting-expert-information-and-communication-technology-ict
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