Support Handholding Engineer

Urban e\-Governance Support Engineer

Designation: Urban e\-Governance Support EngineerDepartment/Organization: State Urban Development Agency (SUDA)

Place of Deployment: Raipur, Bilaspur

Reporting To: SUDA Project Manager / State e\-Governance Nodal Officer

• *1\. Job Objective**

The Urban e\-Governance Support Engineer shall facilitate the effective implementation, adoption, operation, and utilization of digital municipal services across Urban Local Bodies (ULBs) under the guidance of SUDA.

The primary responsibility will be to assist citizens, municipal officials, and other stakeholders in understanding, accessing, and effectively utilizing the e\-Governance applications and digital platforms developed for delivering unified and standardized municipal services.

The position will serve as a technical and citizen\-support interface between SUDA, ULB officials, and local citizens, ensuring improved accessibility, transparency, efficiency, and accountability in municipal service delivery.

• *2\. Key Roles and Responsibilities**
• *A. Citizen Facilitation and Support**

• Assist citizens in understanding and accessing municipal e\-Governance services through online citizen portals and mobile applications.
• Provide guidance on citizen registration, login, application submission, document uploading, and service requests.
• Help citizens track the real\-time status of their applications, complaints, and service requests.
• Guide citizens in making online payments for municipal taxes, utility charges, and statutory fees.
• Address basic technical queries and facilitate resolution of issues faced by citizens while using digital services.
• Promote awareness and encourage citizens to adopt online municipal services, reducing dependency on physical visits to ULB offices.

• *B. ULB Staff and Departmental Support**

• Provide hands\-on assistance and technical guidance to municipal employees in using e\-Governance applications.
• Support ULB officials in processing applications and service requests through the back\-office modules.
• Assist officials in understanding digital workflows, application approvals, file movement, and service delivery processes.
• Coordinate with concerned municipal departments for resolving application\-related operational issues.
• Facilitate capacity\-building sessions and practical demonstrations for ULB employees.

• *C. Application and Technical Support**

• Provide first\-level technical support for municipal e\-Governance applications, citizen portals, and mobile applications.
• Identify, document, and report software errors, login issues, transaction failures, and application\-related problems.
• Coordinate with the application development/IT support team for resolution of technical issues.
• Monitor pending applications, failed transactions, and unresolved service requests and escalate them to the concerned authorities.
• Support users in understanding online payment processes and transaction status.
• Ensure proper documentation of technical complaints and their resolution.

D. Awareness and Capacity

Building Conduct citizen awareness activities regarding available online municipal services.

• Organize demonstrations, orientation sessions, and training programmes for citizens and ULB employees.
• Develop and distribute basic user guidance materials, FAQs, and step\-by\-step instructions.
• Assist in promoting digital service delivery through citizen facilitation counters and other outreach initiatives.

• *E. Monitoring and Reporting**

• Maintain records of citizen queries, applications assisted, complaints received, and issues resolved.
• Prepare daily, weekly, and monthly reports on citizen support activities and application usage.
• Monitor recurring problems and suggest improvements in service accessibility and application usability.
• Report major technical and operational issues to SUDA and the designated project authorities.
• Support SUDA in monitoring the adoption and effective utilization of e\-Governance applications across ULBs.

• *3\. Scope of e\-Governance Applications**

The officer shall provide user\-level assistance and facilitation for digital municipal services, including but not limited to:

• Online Citizen Service Portals and Mobile Applications.
• Online application submission and service request management.
• Real\-time application and grievance status tracking.
• Online payment of municipal taxes, utility charges, and statutory fees.
• Digital receipts and transaction status verification.
• Back\-office automation and departmental workflow management.
• Online grievance registration and resolution tracking.
• Other municipal e\-Governance applications and services implemented by SUDA.

• *4\. Minimum Educational Qualification**

• Diploma / Bachelor’s Degree in Computer Science, Information Technology, Computer Applications, or an equivalent discipline.
• Candidates with qualifications such as BCA, B.Sc. (IT/Computer Science), B.Tech. (IT/Computer Science), or MCA may be preferred.

• *5\. Experience**

• Preferably 1–3 years of experience in IT support, e\-Governance projects, citizen service delivery, or application support.
• Experience in working with Government Departments, Urban Local Bodies, municipal services, or public\-facing digital platforms will be an added advantage.
• Fresh graduates with strong computer skills and good communication abilities may also be considered.

• *6\. Essential Skills and Competencies**

• Good working knowledge of computers, internet applications, and digital platforms.
• Ability to understand and explain web\-based applications and mobile apps.
• Basic knowledge of online payment systems and digital transactions.
• Good communication and citizen\-handling skills.
• Ability to provide hands\-on training and technical assistance.
• Problem\-solving, coordination, and reporting skills.
• Proficiency in Hindi and the local language; basic English communication skills.
• Ability to interact effectively with citizens and government officials.

• *7\. Key Performance Indicators (KPIs)**

Performance may be assessed based on

• Number of citizens assisted in accessing e\-Governance services.
• Number of ULB employees trained and supported.
• Timely resolution and escalation of user\-related issues.
• Improvement in citizen adoption of online municipal services.
• Reduction in citizen difficulties and unnecessary physical visits to ULB offices.
• Timeliness and accuracy of activity reports.
• Effective coordination with SUDA and ULB officials.

• *8\. Overall Purpose of the Position**

The Urban e\-Governance Support Engineer will act as a dedicated support resource for SUDA to bridge the digital gap between government service delivery systems and citizens. The position will ensure that citizens and municipal employees are adequately guided, supported, and enabled to use the available e\-Governance applications effectively, thereby strengthening digital governance and improving municipal service delivery across Urban Local Bodies.

Pay: From ₹20,000\.00 per month

Experience

• IT support ,Software Development,MIS: 3 years (Required)

Work Location: In person