Analyst - Systems and Processes Self Service.Customer Relations and Experience
🏢 MTN
📍 Ikoyi, NigeriaFull-timeOn-site
📅 Posted: 2d ago🔄 Updated: 2d ago
CV%
✨ AI Summary
The Analyst - Systems and Processes Self Service role within Customer Relations and Experience is responsible for ensuring the proper design, implementation, and availability of technical support for user systems. This includes managing self-service and social media systems, developing knowledge bases, and analyzing customer needs to provide effective system solutions. The role involves collaborating with stakeholders to design and automate business processes, define IT requirements, and manage the development and maintenance of user systems. The Analyst will also be involved in system upgrades, testing, and providing customer service for troubleshooting and fault resolution.
Required Skills
Engineering, Construction & Trades
○MEP Systems○ATS Systems
Other
○MTNN products and services○knowledge bases○FAQs○tutorials○IVR flow○business processes○user systems architecture○IT requirements○functional design documents○user guides○systems fault resolution
Business, Sales & Management
○Process Improvement
Information Technology
○Debugging
Nice to have:
Other
○mobile responsiveness○testing plans
Information Technology
○Technical Documentation
🎁 Benefits & Perks
Eligible Females and People with Disabilities are encouraged to apply. MTN Nigeria Communications Plc (MTN) does not and will never ask for payment of any kind from applicants in all MTN’s recruitment processes and stages such as job application, CV review, interview, meeting, and final processing of applications. MTN is not liable for fraudulent publication of job offers in MTN’s name or for the fraudulent use of MTN’s name in any manner whatsoever.
Requirements
Requires a first degree in any relevant discipline and fluency in English. Must have 3-7 years of experience in an area of specialization, with experience working with others. Experience in Customer Care and Management, and some experience in formal business analysis are also required. Knowledge of Self Service and social media systems, MTNN's products and services, and IVR flow is essential. Candidates should be able to ensure platform accessibility, usability, and mobile responsiveness, develop knowledge bases, and collaborate with stakeholders to design and automate business processes.
Description
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