MTN Nigeria is a leading telecommunications company providing mobile communication, digital, and connectivity services to millions of customers across Nigeria. The company is committed to delivering innovative solutions and enhancing customer experiences through technology, data, and customer-focused services.
MTN Nigeria is recruiting qualified candidates to fill the position of Analyst – Systems and Processes Self Service, Customer Relations and Experience.
Job Title: Analyst – Systems and Processes Self Service, Customer Relations and Experience
Location: Ikoyi, Lagos, South West Region, Nigeria
Employment Type: Full-time
Reports To: Manager – Service Delivery
Division: Customer Relations and Experience
Job Mission
To ensure the proper design, implementation, and availability of technical support for user systems within the assigned division or department.
Job Description
- Maintain knowledge of self-service and social media systems.
- Maintain knowledge of MTN Nigeria’s products and services.
- Ensure platform accessibility, usability, and mobile responsiveness.
- Develop and maintain comprehensive knowledge bases, FAQs, and tutorials.
- Maintain knowledge of IVR flows and other self-service operations.
- Analyse customers’ information needs, business problems, and business opportunities to determine efficient and effective systems and programming solutions.
- Work with key stakeholders and subject matter experts to design, develop, and automate new business processes and drive process improvements on existing processes.
- Collaborate with business users to define processes that meet business needs.
- Ensure processes are scalable and flexible to meet future business needs.
- Work with business units and the IT team to define and design user systems architecture and 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.
- Maintain business system user procedures, system documentation, and standard work instructions to maintain quality documentation.
- Participate in system upgrades and testing activities. 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 for all users in line with business requirements.
- Ensure proper documentation of all self-service solutions and provide user guides for new and modified flows.
- Serve as a resource to super-users by providing education on technical self-service functionality.
- Engage vendor service support groups to resolve system performance and other processing issues.
- Provide customer service through 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, including experience working with others:
- Experience working in a medium-sized organisation.
- Experience in Customer Care and Management.
- Some experience in formal business analysis.
How to Apply
Interested and qualified candidates should apply online through the MTN Nigeria careers portal.
Apply for Analyst – Systems and Processes Self Service
Application Closing Date: Not Specified.