Solutions Support and Maintenance Officer M/F

	Solutions Support and Maintenance Officer M/F

General informations

  With the group’s expertise of more than 50 years of experience and a continuous presence on the African continent, Africa Global Logistics South Africa provides end-to-end solutions with in-depth knowledge of the legal and cultural diversities specific to each country. Our powerful integrated global network and sustainable solutions enable innovative and flexible designs in their execution.

AGL South Africa is your gateway throughout Africa, facilitating freight forwarding, customs clearance, warehousing and distribution activities for many multinational companies.

Job description

Mission Description                      

The candidate will support the respective Applications / Software Systems issues and manage continuous improvement projects. He / She will also perform Trainings to the end users of the Solutions.

The element of training will be to ensure that staff not only master necessary software features, but can successfully apply them to work situations according to best practices and with the aim of achieving the highest possible levels of personal and team productivity. The successful candidate will view his/her role as a mix of educator, instructor, best practices and productivity coach, skills assessor, and training material designer. from time to time as may be requested by his management.

Continuously Improve (MCO) Preventative Support:
• Use Incidents history to improve or suggest improvements to his
management.
• Attend meetings and or workshops as may be required to improve and better
plan in the support role.
• Use monitoring tools, regularised meetings, and other pre-determined
measures to prevent issues.

Minimum Education and Experience Requirements:
• Basic IT Knowledge (A+ & N).
• MS Office (Word, PowerPoint & Excel).
• Knowledge in Transport Management Systems and SQL would be a plus.
• Able to work independently as well as to participate effectively in a team
environment.
• Excellent interpersonal and communication skills.
• Experience in Freight Forwarding, Logistics and Transport Management or
similar will be a plus.
• Quick learner and fast thinker with the strong ability to respond and solve
problem in an efficient manner.
• Experience with one-on-one and group training both in-person and via web
conference delivery.
• Excitement for and drive to be the face of AGL and available as a go-to person
for internal management and staff.
• Strong passion for learning and teaching software, specialty web-based and
web-development type software.
• Proven ability to work independently in a fast-paced environment while
managing multiple projects.
• Must be willing and prepared to Travel.
• Must have a valid Passport.

 

Profile

Job Function:
• Provide daily support to users of the TMS and other Software's:
o Troubleshoot production issues.
o Root cause analysis.
o Ensure continuity of interfaces to and from the Software Systems by
consistently monitoring the platform.
o Liaise with vendor and/or regional IT to close issues.
o Develop support documentation.

Manage continuous improvement projects:
o Liaise with operations and/or customers to gather business requirements.
o Liaise with regional team and/or vendor to translate business requirements
into technical requirements.
o Perform configuration and tests on the TMS.
o Provide Pre, Current and Post Go live support.
• Provide Training to end users:
• Conduct dynamic and engaging training both in-person and via WebEx to a
range of participant: End-Users, Trainers, System Administrators, Managers
and their teams.
• Develops training materials.
• Assess training needs of users/site and adjust training delivery based on
needs.
• Keep up on new features and releases and Keep up on industry developments.
• Work with implementation and support to keep informed of the clients' needs.
• Assist in redefining and updating training plans and delivery.
• Identify, define, and develop new training methods for onsite and web-based
delivery.
• Work with the Technical Writer to ensure that all training materials are kept
up-to-date and are focused on the needs of the clients.
• Assist with training coordination.
• Travel, as needed/ to all sites within his/ her parameter to conduct onsite
training.