Senior Solutions Support & Maintenance Officer

Job Purpose:

The Senior Solutions Support candidate will be responsible for providing support for Applications/Software Systems, managing continuous improvement projects, and conducting training for end users. This role involves troubleshooting production issues, root cause analysis, interface monitoring, liaising with vendors and regional IT, developing support documentation, and ensuring the highest levels of personal and team productivity. Job Function:

• Responsible for Level 2 & Level 3 Support & Ownership of MCO Subjects.
• Validate Level 1 Support Resolutions.
• Troubleshoot production issues.
• Conduct root cause analysis.
• Ensure continuity of interfaces by consistently monitoring the platform.
• Liaise with vendors and regional IT to resolve issues.
• Develop and maintain support documentation.

• Gather business requirements from operations and customers.
• Translate business requirements into technical specifications with regional teams or vendors.
• Perform configuration and tests on the Transport Management System (TMS).
• Provide pre, current, and post Go-live support.

• Conduct dynamic and engaging training sessions for various participants.
• Develop training materials.
• Assess training needs and adjust delivery accordingly.
• Keep up-to-date on new features, releases, and industry developments.
• Assist in redefining and updating training plans.
• Identify and develop new training methods for onsite and web-based delivery.
• Coordinate training activities and conduct onsite training as needed.

• Provide training upon request from management.
• Offer support within the agreed-upon parameters.
• Open incidents through Corporate MIS ticketing system when required.

• Use incident history to suggest improvements.
• Attend meetings and workshops to enhance the support role.
• Utilize monitoring tools and predetermined measures to prevent issues.

• 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.
• Proven ability to work independently in a fast-paced environment while managing multiple subjects.
• Must be willing and prepared to Travel.
• Must have a valid Passport.

• Ensure compliance with departmental and company procedure manuals.
• Understand and adhere to the Rules and Regulations of statutory bodies.
• Comply with relevant Acts, Regulations, and applicable Quality, Health, and Safety policies.
• Report hazards, incidents, and injuries following legislation and company procedures.
• Participate in programs and assessments to improve the IMS system in the workplace.