RECRUITMENT NOTICE

LIVE PLATFORM SOLUTION EXPERT

Department: Logistics

Start Date: As soon as possible

Contract Type: Permanent

Working Hours: Full-time, On-site

Location: Norrsken House, Kigali, Rwanda

COMPANY OVERVIEW

Our organization 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 organization combines more than a century of expertise with a strong presence in 49 countries and a team of over 23,000 employees. Organization delivers innovative, tailor-made logistics solutions to African and international customers, with the ambition of driving sustainable transformation across the continent. Beyond Africa, organization also operates in Haiti, Timor-Leste, and Indonesia.

As part of the organization, the Kigali Shared Service Center (KSSC), established in 2025, includes ASCENS as its dedicated MIS/IT department. KSSC is entering a strategic growth phase, and to support this expansion and deliver high-value digital services across the organization 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.

ASCENS, the MIS/IT department, supports organization’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 organization’s 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.

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!

JOB FUNCTION & KEY RESPONSIBILITIES

Context:

Ascens Kigali is looking for a Solution Expert that will drive the adoption, optimization and overseeing the evolution of organization’s customer platform named LIVE, a SaaS solution made by a specialized publisher, that offers, among other things, the visibility of end-to-end transport chain, collaborative and activity analysis features that facilitate interactions between customers and operational staff.

Reporting to the Solution Manager within the Transit & Freight Forwarding department, the position requires to ensure platform efficiency, user satisfaction, and continuous improvement in a dynamic, international environment in close collaboration with the business, sales, support teams and the solution publisher.

Main functions:

Guarantee the efficiency, quality and ownership of the LIVE platform by internal and external users. The position acts as a relay between users, business teams, sales representatives, and the publisher, by steering developments, structuring processes, and participating in the animation of the user community.

Functional support & quality management

• Qualify and follow up the resolution of the functional incidents escalated by the support at the Solution Expert level.
• Manage the solution performance (availability, SLA, satisfaction, etc.), with the publisher and internal support teams.
• Participate in the continuous improvement of support by capitalizing on recurring incidents and improving the qualification of incidents and requests.

Change Management

• Collect and formalize requirements for solution enhancements in the context of support or interview campaigns conducted with users.
• Lead scoping workshops and produce functional specifications in connection with the business and the publisher.
• Support development prioritization, planning, monitoring, follow up and testing.
• Contributes to the solution roadmap creation and deployment of new features required by the business user according to their feedback and analysis.
• Structure internal processes related to change management.

Adoption support and user animation

• Develop and implement communication and training plans regarding the changes made to the solution and the deployment phases.
• Animate the user community through the organization of webinars, the creation of a user community and the mobilization of ambassadors or business relays.
• Create and update training and communication materials.
• conduct satisfaction surveys.
• Organize and conduct campaigns to analyze the uses of the solution, carry out the analysis and make recommendations.
• Identify irritants or obstacles to adoption and propose corrective actions.
• Support local teams (sales or business) during deployment periods.

Coordination with the publisher and internal stakeholders

• Follow up on requests and incidents with the publisher and participate in monitoring committees.
• Coordinate exchanges between users, solution teams, sales and the publisher.
• Ensure clear communication of developments, corrections or major incidents to all stakeholders.
• Collaborate with related solution teams to address visibility issues and make sure they are properly considered on the customer platform.

Capitalization, monitoring and animation of the product approach

• Participate in benchmarking and active monitoring of the use of similar solutions.
• Write internal or customer use cases and success stories.
• Organize or co-host highlights around the solution (workshops, seminars, user days, etc.).
• Structure internal functional processes related to the operation of the solution (upgrade request, support, quality monitoring).

EDUCATION & EXPERIENCE REQUIRED

Education:

• Master’s degree (Bac+5) in digitalization, operations, management, or customer relations.

Experience:

• Experience in a customer- or user-focused role (product/project management, functional support, change management, B2B sales, or digital projects).

KEY SKILLS REQUIRED

• Fluent in English and French (written, spoken) - Native English accepted if fluent in French
• Expertise in requirements gathering and workshop facilitation.
• 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

·       Strong reporting and documentation skills.

BEHAVORIAL SKILLS REQUIRED

• Excellent interpersonal skills and customer/user-oriented approach
• Analytical, structured, and organized.
• Organizational skills and ability to manage several subjects in parallel
• Proactive, autonomous, and initiative-driven.
• Functional curiosity and interest in digital business tools
• Diplomatic and collaborative across diverse stakeholders. (field, management, publisher)

ADDITIONAL NOTES