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

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

• 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.

• First degree in any relevant discipline 


• Fluent in English.

• Experience working in a medium organization 


• Experience in Customer Care and Management


• Some experience in formal business analysis