Analyst - Systems and Processes Self Service.Customer Relations and Experience
MTN Group Shomolu, Lagos State, Nigeria
Telecommunications · 201-500 employees
About the role
The analyst will design, implement, and maintain technical support systems while driving process improvements for self-service and customer relations platforms. They will collaborate with stakeholders to define system requirements, manage user access, and ensure high-quality system performance through testing and documentation.
What they look for
Requirements
Candidates must hold a first degree in a relevant discipline and possess 3 to 7 years of experience in a specialized area, preferably within a medium-sized organization. Strong knowledge of customer care, business analysis, and technical self-service systems is required.
Full 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
- Experience working in a medium organization
- Experience in Customer Care and Management
- Some experience in formal business analysis
We at MTN Nigeria Communications Plc (MTNN) are a purpose and value-led organization.
At MTN Nigeria, we believe that understanding our people’s needs and aspirations is key to creating experiences that delight you at work, every day. We are committed to fostering an environment where every member of our Y’ello Family is heard, understood, and empowered to live an inspired life.
Our values keep us grounded and moving in the right direction. Most importantly, they keep us honest. It is not something we claim to be - it is in our DNA.
As an organisation, we consider it our mission to create an exciting and rewarding place to work, where our people can be themselves, thrive in positivity and ignite their full potential. A workplace that boosts creativity and innovation, improves productivity, and ultimately drives meaningful results. A workplace that is built on relationships and achieving a purpose that is bigger than us. This is what we want you to experience with us!
Our commitments go beyond an organisational promise. It is in our leadership and managerial ethos to meaningfully partner with our employees, customers, and stakeholders with a vision to realise our shared goals.
We are delighted that you consider us your career partner to make a mark in the world. We wish you a rewarding career.
Do you want to be a part of a mission that delivers a bold new digital world to Nigeria and Nigerians?
Obsessions: How We Do It
The behaviors that keep our culture strong and safe.
1. Light It Up!
Always Do This:
🔹 Bring all your heart and all your smarts to us.
Never Do This:
❌ Never doubt your value here or let anyone else do it. And never do it to anyone yourself.
2. Raise Your Hand. Speak Your Mind.
Always Do This:
🔹 Respectfully but firmly challenge any threat to what we stand for.
Never Do This:
❌ Never hesitate to tell the truth as you see it, to whoever you have to tell. And never cause others to fear telling you.
3. Collaborate. Don’t Isolate.
Always Do This:
🔹 Share what you know and respect what others can teach you.
Never Do This:
❌ Never think that you are great unless you help make others great too.
4. Things Always Get Better Here.
Always Do This:
🔹 Take your own steps forward to improve and strengthen us.
Never Do This:
❌ Never believe or cause others to believe that "not now" means "not ever."
Do you want to be a part of a mission that delivers a bold new digital world to Nigeria and Nigerians?
Then, join MTN Nigeria!
Welcome to our Y’ello Family, where our people are our most critical competitive assets.
If you are passionate about working for a brand that believes in YOU, invests in YOU, and delivers the best value to those we serve, then THIS is the place.
Our Employee Value Proposition enables you to:
🟡 Work with meaning
🟡 Connect to develop
🟡 Thrive in positivity
🟡 Grow with purpose
Live inspired.
It’s a great place to work! Take that bold step and apply today!
*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.
For whistle blowing and reporting fraudulent recruitment activities, contact us via MTNN.ForensicServices@mtn.com
By applying for this job, I am confirming that I have completed the job application privacy notice on MTN Nigeria job site (https://www.mtn.ng/career/).
