MTN Nigeria - The leader in telecommunications in Nigeria, and a part of a diverse community in Africa and the Middle East, our brand is instantly recognisable. It is through our compelling brand that we are able to attract the right talents who we carefully nurture by continuously improving our employment offerings even beyond reward and recognition.
We are recruiting for
the position below:
Job Title: Analyst - Systems and Processes Self Service
Job Identification: 7740
Location: Ikoyi, Lagos
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 project.
Education
- First
Degree in any related field
- 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.
Application
Closing Date
15th
September, 2026, 10:55 PM.
How
to Apply
Interested
and qualified candidates should:
Click here to apply online
