Live Platform Solution Expert

 

 

Live Platform Solution Expert

General Information

AGL (Africa Global Logistics) is the leading multimodal logistics operator (port, logistics, maritime and rail) in Africa. The company is now part of the MSC Group, a leading maritime and logistics company. 

Thanks to its expertise developed over more than a century and to more than 23,000 employees in 49 countries, AGL provides its African and global customers with global, tailor-made and innovative logistics solutions, with the ambition of contributing to the transformation of Africa in a sustainable way. 
AGL is also present in Haiti and Timor.

Are you looking for a rewarding experience in an international environment? Do you want to make an impact in a company that puts Africa at the heart of its project? 

Join AGL, the leading multimodal logistics operator on the African continent!   

Job description

Mission description

AGL deploys a platform for its customers that allows them, among other things, to benefit from complete visibility of their transport chain. The latter, provided in SaaS mode by a specialized publisher, also offers collaborative and activity analysis features that facilitate interactions between customers and operational staff.

For this newly deployed solution, Ascens Kigali is looking for a Solution Expert responsible for strengthening its adoption, and optimizing its appropriation by customers and operational staff and overseeing its evolution.
The position is part of an international and multi-service environment, in close collaboration with the business, sales and support teams and the solution publisher.

You will work under the responsibility of the Solution Manager within the Transit & Freight Forwarding department of the AGL IT department.

 

Profile

Main functions:

Ensure functional support and quality management of the solution by qualifying and following up escalated incidents, managing the solution performance (availability, SLA, satisfaction), and driving continuous improvement through incident analysis and process optimization.

Drive change management by gathering and formalizing user needs through interviews, leading workshops and produce functional specifications, prioritizing and planning developments while monitoring their implementation, creating solution roadmaps, supporting feature deployment and testing, collecting user feedback, and structuring processes to ensure smooth adoption and continuous improvement.

Support the solution adoption and user engagement by developing and implementing communication and training plans, animating the user community through webinars and ambassadors, creating, and updating materials, conducting satisfaction surveys and usage analyses, identifying adoption obstacles, and supporting local teams during deployments.

Coordinate with the publisher and internal stakeholders by tracking requests and incidents, facilitating communication between users, solution teams, sales, and the publisher, ensuring timely updates on developments and major issues, and aligning with related solutions to maintain visibility on the customer platform.

Support product approach by benchmarking similar solutions, creating internal and customer use cases, organizing solution-focused events (workshops, seminars, user days), and structuring functional processes related to the operation od the solution as upgrades, support, and quality monitoring.

Key Skills Required:

Mastery of methods for collecting needs and leading user workshops
Ability to formalize clear and structured functional specifications
Comfortable with ticketing tools (such as ServiceNow) to prioritize and track requests.

Good command of presentation and training tools (PowerPoint, Webinar, tutorials)
Ability to design training and communication plans around a product
Reading and interpreting usage or satisfaction indicators (BI publisher type)

Ability to manage regular reporting, build performance indicators

Good written expression to produce professional deliverables (documentation, synthesis, capitalization)

Behavioral Skills Required:

Excellent interpersonal skills and customer/user-oriented posture
Analytical skills, structuring and synthesis
Organizational skills and ability to manage several subjects in parallel
Proactivity, autonomy, sense of initiative
Functional curiosity and interest in digital business tools
Diplomacy and ability to collaborate with various interlocutors (field, management, publisher)

Additional Notes:
Occasional travel to be expected.