Analyst - Systems and Processes Self Service.Customer Relations and Experience

Reports To: Manager - Service Delivery

Division: Customer Relations and Experience

Mission

• Ensure proper design, implementation, and availability of technical support for user systems within assigned division/ department

Description

• Knowledge of Self Service and social media systems
• Knowledge of MTNN’s product and services
• Ensure platform accessibility, usability, and mobile responsiveness
• Develop and maintain comprehensive knowledge bases, FAQs and tutorials
• Knowledgeable about the IVR flow and other self-service operations
• Analyze customers' information needs, business problems and business opportunities to determine efficient and effective systems/programming solutions.
• Worked with key stakeholders and subject matter experts to design, develop and automate new business processes and drive process improvement on existing processes.
• Collaborate with business users to define processes that meet business needs.
• Ensure processes are scalable and flexible to meet future business need.
• Work with business unit and IT team to define and design user systems architecture. Ensure the availability of all required systems.
• Develop and define IT requirements to support process and system changes.
• Plan and manage the development and maintenance of required user systems.
• Maintained business system user procedures, system documentation, and standard work instructions to maintain Quality documentation.
• Participate in events relating to system upgrades and testing. Prepare and execute testing plans to ensure high quality results.
• Create detailed functional design documents for conversions, interfaces, and reports.
• Work with user departments to define roles and access rights to be created for all users in line with business requirements.
• Ensure proper documentation of all self-service solutions and provide user guides for new and/or modified flow.
• Serve as a resource to super-users for education on technical self-service functionality.
• Engagement with vendor service support groups to bring resolution to system performance or other processing issues.
• Provide customer service in terms of problem tracking, troubleshooting and systems fault resolution.
• Address customer concerns and enquiries regarding system development and enhancement projects.

Education

• First degree in any relevant discipline
• Fluent in English.

Experience

3 – 7 years’ experience in an area of specialisation; with experience working with others

• Experience working in a medium organization
• Experience in Customer Care and Management
• Some experience in formal business analysis