About the Role
MTN Nigeria is the leading telecommunications provider in Africa, dedicated to connecting millions of people and businesses across the nation with innovative digital solutions. We are currently looking for a dynamic and results-driven Analyst - Systems and Processes Self Service, Customer Relations and Experience to join our growing team in Lagos. In this role, you will play a crucial part in ensuring the proper design, implementation, and availability of technical support for user systems, driving efficiency across our customer relations channels.
Key Responsibilities- Ensure platform accessibility, usability, and mobile responsiveness for all self-service and social media systems.
- Analyze customer information needs and business problems to determine efficient and effective systems and programming solutions.
- Collaborate with stakeholders and subject matter experts to design, develop, and automate new business processes while improving existing ones.
- Work with IT and business units to define user systems architecture and ensure high system availability.
- Develop and maintain comprehensive knowledge bases, FAQs, tutorials, and functional design documents.
- Plan and execute testing plans for system upgrades and manage vendor service support groups to resolve processing issues.
- First degree in any relevant discipline from a recognized institution.
- 3 to 7 years of professional experience in a related specialization, including customer care management and business analysis.
- Experience working within a medium to large-scale organization.
- Strong understanding of IVR flows, self-service operations, and telecommunications products and services.
- Excellent problem-solving, troubleshooting, and stakeholder engagement skills.
- Fluent in written and spoken English.
- Competitive salary and performance-based bonus structure.
- Comprehensive health insurance coverage for employees and dependents.
- Opportunities for continuous professional development and career advancement within the MTN Group.
- Dynamic and collaborative work environment with state-of-the-art facilities.