HUMAN RESOURCES & HQ SOLUTIONS SUPPORT OFFICER M/F

	HUMAN RESOURCES & HQ SOLUTIONS SUPPORT OFFICER M/F

General informations

    ASCENS SERVICES is a company specialized in IT services, in particular the integration, deployment and support of software solutions and in the management of the technical infrastructures of the system information.

       It is a subsidiary of the AFRICA GLOBAL LOGISTICS (AGL) group, the leading integrated logistics network in Africa, present in 49 countries. Our group is a specialist in multimodal transport, offering logistics, port, maritime and rail solution. 

Job description

Mission description

COMPANY OVERVIEW :
Africa Global Logistics (AGL) is the leading multimodal logistics operator in Africa, covering port, logistics, maritime and rail activities. Now part of the MSC Group - a global leader in maritime and logistics - AGL combines over a century of expertise with a strong presence in 49 countries and a team of more than 23,000 employees. We deliver innovative, tailor-made logistics solutions to African and international customers, with the ambition of driving sustainable transformation across the continent. Beyond Africa, AGL also operates in Haiti, Timor-Leste, and Indonesia.

The MIS/IT Department (ASCENS) supports AGL's 250 subsidiaries from hubs in Paris, Abidjan, Johannesburg, and Kigali, ensuring the effective use, management, and continuous evolution of the Group's digital tools.

As part of our innovation drive, ASCENS launched its first Innovation Center - YIRI in Abidjan, a collaborative space dedicated to digital transformation and partnerships with internal teams, technology providers, universities and start-ups. Building on this success, a second Innovation Center will soon open in Kigali, aiming to become a hub for open innovation in East Africa, stimulating creativity, accelerating projects and strengthening regional synergies.

Established in 2025, the Kigali Shared Service Center (KSSC), which includes ASCENS as its dedicated MIS/IT department, is entering a strategic growth phase. To support this expansion and deliver high-value digital services across the AGL network, we are recruiting talented professionals to join our dynamic team. KSSC plays a key role in MIS activities through standardized service delivery, operational excellence, and strong cross-site collaboration.

Do you want to grow in a truly international environment and contribute to a company that places Africa at the heart of its mission?

Join KSSC and be part of the team shaping the future of logistics in Africa!

 

Profile

JOB FUNCTION & KEY RESPONSIBILITIES:
The HR & HQ Solutions Department of the IT department supports the digital transformation of functions such as HR, Finance, Legal, QHSE, Compliance, etc., by optimizing operations, digitizing processes, and harmonizing practices.

The department ensures :

The operational maintenance of solutions

The deployment of new solutions and/or new features of existing solutions

Supporting business departments in choosing tools

The scope of the position covers several business solutions, including those for registering and referencing new partners through one or more Compliance TPRM platforms, and those supporting HR, QHSE, Legal processes, etc.

Under the direction of the operations manager, you will be involved in resolving incidents and problems that occur on business applications.

Your main responsibilities :

Analyze and qualify user support requests: request, incident, or problem

Resolve and track problems and incidents escalated to you

Conduct investigations into business applications when necessary to identify sources of issues

Assist our clients' users in resolving incidents and problems they may encounter

Collect and maintain a knowledge base on encountered incidents and problems

Report on your activity and propose potential improvements.

Anticipate issues that may occur

Update documentation systems

EDUCATION & EXPERIENCE & SILLS REQUIRED:

Master's degree in IT or an equivalent field.

Have at least 2 years of professional experience in an Application Support Engineer role

Have a good understanding of the logical mechanisms of applications

Have certified knowledge of IT processes

Be able in both written and spoken English and French

Have a good ability to anticipate malfunctions, manage requests, incidents, problems, and assist users.

ASSETS:
Be young, intelligent, and ambitious

Have experience with ITSM (Jira, ServiceNow, EasyVista, etc.)

Have a passion for the Application Support function

Having an ITIL certification would be an asset

Good knowledge of the fields: HRIS, accounting, logistics and transport, Document Management (GED), and SQL language