Analyst - Business.MTN Converged Solutions at MTN

Job Description

• The Business Analyst: Contact Centre reports to the Senior Manager: Contact Centre.
• Your responsibilities involves analyzing business processes, identifying opportunities for improvement, and implementing solutions to enhance our contact centre operations.
• Defines project requirements in line with Contact Centre Program scope and plan, needs, designing and recommending innovative Agile Contact Centre solutions that deliver value to all stakeholder, creating operational effectiveness and excellence in the business
• Generating strategic documents at a high level, interpreting business requirements and challenges, and preparing impactful presentations and documentation to feedback to key stakeholders

Responsibilities

How you will be measured (Core responsibilities / output / KPAs)

• The Business Analyst Contact Centres will be accountable to achieve the following objectives.

The role of a Business Analyst includes:

• Eliciting & Analysing requirements & Documenting them through user stories and customer journeys as part of the Contact Centre program
• Documenting non-functional requirements
• Requirements management and communication, including arranging sessions, workshops, ideation sessions and user groups
• Writing the user acceptance test cases and assisting with user acceptance testing
• Compiling the traceability matrix and ensuring the requirements are written in a way that supports replicability and re-useability
• Writing the IRS to ensure the data requirements are correctly captured and will generate visibility on performance and accurate data
• Assisting with drafting training material and in conducting training to users
• Doing some level of business requirements testing on the BSS platform
• Assisting with the business case through defining the benefits of the solution

Gain an understanding of the problem you are trying to solve (Strategy Analysis/Understanding/Observe)

• Define problem statement, opportunity or constraint based on understanding of the current state.
• Conduct pre-session research to understand program motivating factors, business objectives and desired future state, using agile methodology
• Consult experts to find out more about the area of concern/problem/Business Objectives through observing and engaging with people (business stakeholders and customers) to understand motivations and stakeholder goals

Analyse & Simplify requirements / objectives with key stakeholders

• Plan Stakeholder Engagement, identify and compile a list of personas their characteristics and responsibilities. Identify stakeholders who will have the responsibility and authority to make decisions about business analysis work including who will be responsible for setting priorities and who will approve changes to business requirements.
• Review As-is business processes and procedures, analyse business needs/gaps and related data, determine possible solutions, and define requirements
• Facilitate early-stage workshops (e.g. white board sessions, ideation and design thinking sessions as well as JAD) with stakeholders to understand their needs, analyse and elicit requirements. Capture information in a format that is specific to elicitation activity e.g. user stories, customer journeys, prototypes, etc.
• Prepare materials and facilitates workshops/consultations – structure insights, summarise insights into a visual presentation about the user needs, identifying pain points and areas of improvement
• Assisting to identify where on the backlog (in your squad), requirements are similar and can be grouped together to save time and innovate

Eliciting & Analyse requirements & Document (Design)

• Conduct Design thinking workshops, following agreed frameworks (Brainstorming & Ideation)
• Brainstorm ideas and activities that will be performed across initiative including who will perform the activities, the timing and sequencing of the work, the deliverables that will be produced and business analysis technique that may be utilised.
• Structure ideas & and generate requirements documents defining solutions
• Produce Requirements Traceability Matrix to ensure requirements have a clearly defined relationship to other requirements solution components, or releases or phases or iterations, within solution scope.
• Assess requirements changes, obtain recommendation to approve, modify or deny a proposed change to requirements
• Document and model requirements in the form of text, matrices and diagrams (including As-Is and To-Be Business Processes).
• Document detailed business requirements, reporting requirements functional specification and training requirements e.g. Use Narratives.  

How you will be measured (Core responsibilities / output / KPAs)

• The Business Analyst Contact Centres will be accountable to achieve the following objectives:
• Facilitate Design Thinking workshops to design solution that meet all business requirements.
• Collaborate with technology team to assess vendors regarding business requirements.
• Engage with technical teams to propose and specify solutions
• Provide input into the development of function- specific business plans associated with opportunities identified.
• Problem solving & change requests
• Negotiate and resolve requirements conflicts, issues, and change requirements of low/medium risk and on a day-to-day basis to ensure the alignment of solutions, scope, and business needs
• Document and manage change requirements of low/medium risk and supporting specifications
• Investigate problems and propose solutions by interacting with users, developers, and other stakeholders
• Provide input into training material that support implementation
• Closely monitors and answer queries from development, testing, and design teams
• When needed configure complex business processes and tasks within a system for improvement
• Validate & assist with User acceptance testing
• Assist testing efforts and monitor quality control function.
• Document UAT scenarios
• Measure solution performance, assist in testing efforts when needed
• Communicate with Business stakeholders on Severity defects when required
• BA is required to be part of the UAT Team

Agile way of work

• Assist with the implementation of an Agile way of work in the project management environment
• Integrate the needs of related projects as well as the needs of several different stakeholders to produce an overall solution.
• Analysing the customer needs across the Delivery community in order to define a common way of work for MTN
• Creating the requirements in the form of user stories with appropriate acceptance criteria.

Customer Satisfaction

• Build and maintain solid relationships with Business unit stakeholders
• Understand customer needs and develop and fine-tune systems accordingly
• Ensure customer needs and requirements are satisfied through appropriate systems / processes / procedures
• Put contingency plans in place to prevent delays and enhance the customer experience
• Adopt a proactive approach to prevent problems from arising in the future

Process Mapping

• Define and document process information which form part of the basis of business process design  

How you will be measured (Core responsibilities / output / KPAs)

• The Business Analyst Contact Centres will be accountable to achieve the following objectives

Conduct Business Process Optimisation/Reengineering

• Contribute to developing and maintaining an integrated view of the enterprise by mapping the core functional business processes (from L3 to L5) aligned to the business process architecture
• Elicit and understand the AS-IS business processes through JAD sessions, structured walkthroughs and observations
• Perform root cause analysis for identified process issues
• Align business processes with system functionality through system analysis
• Critically evaluate information gathered from multiple sources, and distinguish requirements from the underlying true needs
• Define and document process information which form part of the basis of business process design
• Generate options for the known problem, evaluate possible methods to resolve the problem, and select the most appropriate solution in terms of enhanced effectiveness and efficiency, and reduced cost
• Define, document and update processes and procedures for continuous improvement
• Identify, document and analyse business rules that govern the implementation of TO-BE business processes
• Assist in implementing improved/ recommended processes through process training
• Review implemented business processes to measure improvements

General

• Adherence to the Programme Management Office governance always 

Qualifications
Education

• Minimum 3-year Academic Degree in relevant discipline Diploma in Business Analysis
• Relevant Agile qualification (Scrum, Agile foundation courses, design thinking frameworks) would be advantageous
• Fluent in English

Experience

Working/project experience advantage:

• Previous experience working on complex projects will be a strong advantage
• A strong understanding of good Customer Experience principles is essential
• Good understanding of Contact Centers is essential
• Experience in a telecommunications environment is essential

Apply Before: 07/03/2025