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.
Requirements
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.