Recruitment of a Grievance Support Engineer — Ethiopia National ID Program

Request for Expression of Interest

(Consulting Services – Individual Selection)

Grievance Support Engineer (Expert II) for the National ID Program

Country: Ethiopia

Project: Ethiopia Digital ID for Inclusion and Services Project

Project ID: P179040

Assignment Title: Grievance Support Engineer (Expert II) for the National ID Program

Reference No.: ET-NIDP-524667-CS-INDV

Duty Station: NIDP Head Office, Addis Ababa

The Federal Democratic Republic of Ethiopia, Ministry of Finance (MoF), has received financing from the World Bank toward the cost of the Ethiopia Digital ID for Inclusion and Services Project. National ID Program, the ultimate project implementer intends to apply part of the proceeds for selecting of individual consultants.

National ID Program as part of the project implementation program is looking for Grievance Support Engineer that supports the NIDP. Experienced experts who have experience, passionate and innovative ideas for the position are invited to express their interest for the assignment.

The Grievance Support Engineer is expected to provide comprehensive technical support and drive the development and enhancement of systems supporting grievance management and broader resident engagement platforms, under the supervision of the Engineering Head. This role encompasses operational support for grievance-related systems, including but not limited to a grievance management bot, and extends to the development, integration, and maintenance of software modules for related applications to ensure seamless functionality and scalability across the platform.

The Grievance Support Engineer will actively participate in the agile development processes, including sprints, backlog refinement, and milestone planning, collaborating with software development and platform engineering teams. This role requires expertise in both front-end and back-end development, with a strong focus on Python, micro-service architecture, and proficiency with message brokers like Kafka, while also supporting broader resident-facing systems beyond the bot.

Specific responsibilities for the Grievance Support Engineer will include, but are not limited to, the following core activities:

• Provide Technical Support for Grievance and Resident Engagement Systems

• Ensure high availability, reliability, and responsiveness of the grievance management bot and other resident-facing applications.

• Troubleshoot and resolve technical issues reported by residents, internal teams, and stakeholders, maintaining a high standard of service quality.

• Monitor system performance and implement optimizations to enhance user experience across all resident engagement platforms.

• Participate in Agile Development Processes

• Collaborate with cross-functional teams in sprints, backlog refinement, and milestone planning to deliver robust, scalable software solutions.

• Contribute to all stages of the software development lifecycle, including requirements analysis, system design, implementation, testing, deployment, and maintenance.

• Develop and Enhance System Features

• Design and implement user-facing interfaces for grievance management and resident engagement systems using modern front-end frameworks (e.g., React, Vue.js).

• Develop efficient, reusable, and reliable code for server-side logic to support grievance workflows and other resident interaction functionalities.

• Integrate new features and modules into existing platforms, ensuring compatibility and seamless operation.

• Maintain and Improve Micro-Service Architecture

• Develop and maintain scalable micro-services to support grievance management and broader resident engagement workflows.

• Drive Continuous Improvement

• Participate in peer code reviews to ensure high-quality, maintainable code across all systems.

• Continually refine and improve development, testing, and support processes to enhance team efficiency and system reliability.

• Propose and implement innovative solutions to improve the functionality and user experience of resident engagement platforms.

National ID Program, Digital ID for Inclusion and Services Project now invites eligible Individual Experts to indicate their interest to provide the Services. Interested Experts should provide information demonstrating that they have the required qualifications and relevant experience to perform the services for a period of one year with possibility of extension for additional period subject to outstanding performance of the consultant and availability of budget. The shortlisting criteria include the following;

The ideal candidate for the role of Grievance Support Engineer will bring the following competencies and skills:

• Bachelor’s degree in Computer Science, Information Technology, or a related field with at least 1 year of relevant experience.

• Proven experience in technical support and software development, with a strong focus on Python.

• Expertise in micro-services architecture and software design patterns (e.g., SEDA, DTO/DAO).

• Proficiency in front-end languages and libraries (e.g., React, Vue.js).

• Strong knowledge of back-end development.

• Experience with database technologies, such as PostgreSQL, and message brokers like Kafka.

• Familiarity with integrating and maintaining complex systems in a public-facing or high-availability environment.

• Strong problem-solving skills with the ability to manage complex technical and operational challenges.

• Excellent teamwork and collaboration skills, with a proven ability to work effectively in a cross-functional team environment.

• Strong verbal and written communication skills to interact with technical and non-technical stakeholders.

The selection method is based on para 7.36 and 7.37 of the World Bank’s Procurement Regulation.

The attention of interested individual is drawn to Section III, paragraphs, 3.14, 3.16, and 3.17 of the World Bank’s “Procurement Regulations for IPF Borrowers” 6th edition Revised February 2025 (“Procurement Regulations”), setting forth the World Bank’s policy on conflict of interest.

An individual will be selected in accordance with the Selection of Individual Consultant (Section V) method set out in the Procurement Regulations.

Expressions of interest (CV, cover letter and documentary evidence for fulfilling the qualifications) must be delivered in a written form to the address below by E-mail on or before January 22nd, 2026. Further information can be obtained, by email at the below address during office hours from 8:30 AM to 5:30 PM Addis Ababa time:

Federal Democratic Republic of Ethiopia,

National ID Program (NIDP)

Digital ID for Inclusion and Services Project

Attn: Project Management Unit (PMU),

Address: Welosefer Bole, Ethio-China St, INSA Building, 14th Floor, Addis Ababa, Ethiopia

E-mail: [email protected] and copied to [email protected] and [email protected]

Website: https://id.gov.et/

Addis Ababa, Ethiopia