Analyst - Systems and Processes Self Service, Customer Services at MTN Nigeria

Job Identification: 1520
Location: Ikoyi, Lagos
Job Category: MTN Level 2
Job Schedule: Full time
Reports To: Manager Business Planning Process Design, Testing and Systems
Division: Customer Relations

Description

• Analyze customers' information needs, business problems and business opportunities to determine efficient and effective systems/programming solutions.
• Work 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 units 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 user systems and provide user guides for new and/or modified systems.
• Serve as a resource to super-users for education on technical system 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.

Requirements
Education:

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

Experience:

• 3 - 7 years’ experience which includes:
  • Experience working in a medium-sized organization 
  • Experience in Customer Care and Management
  • Some experience in formal business analysis