Operational Specialist: Customer Acquisition at Vodacom

Role Purpose

• The primary responsibility of this role is to oversee the effective resolution of IT system and process defects from cradle to grave with the secondary responsibility of the implementation of new products, processes and services affecting the customer acquisition process; and effectively manage IT and non-IT projects impacting the Customer Acquisition functional area. 

Your responsibilities will include:

• To implement, monitor, oversee and resolve bugs and defect queries found within the Customer Acquisitions functional area
• Provide root cause analysis on IT and business process defects, in collaboration with internal and IT stakeholders
• Development of SQL reports in order to monitor post implementation results and to assist with the ongoing business reporting requirements
• To perform standby duties for pre and post deployment validation and sanity checks during IT Customer Acquisition deployments
• To facilitate and implement IT and business projects impacting the customer acquisition process
• To provide strategic input into any projects impacting Customer Acquisition and Credit & Risk
• To facilitate the resolution of IT support issues affecting Customer Acquisition systems and processes
• To assist in user acceptance testing of new IT and business solutions implemented in the Customer Acquisition functional area
• To generate relevant management reports and to interpret information contained herein, in order to make proactive recommendations to management with regards to business opportunities for overall business improvement
• Participate in project planning and prioritization in conjunction with central demand.
• Participate as the liaison: credit business partner between sales, external vendors and other functional area’s within Vodacom.
• To ensure the proper SDLC and project management methodologies are followed in providing solutions to the functional area as well as drafting and development of business reporting for monitoring purposes
• To engage with management within Vodacom and external parties on IT and business projects impacting the customer acquisition process.
• To manage business relationships with customers and suppliers pertaining matters relating to customer acquisition processes.
   

The ideal candidate for this role will have:

• Matric essential.
• ITIL foundation.
• Advanced SQL/SAS or Python.
• Relevant  degree / diploma in the field of Business Analysis OR at least 4 years working experience in the telecommunications industry.
• At least 2 years working in an environment similar to Customer Acquisitions or Credit and Risk.
• At least 4 years of operational/application support experience with 3 years of technical Business Analysis experience.
• At least 3 years working with SQL or  similar database query tools.
• Reporting writing with SQL experience.
• Business analysis experience (SDLC).
• Microsoft Office Applications expert knowledge of Excel.
• Knowledge of Vodacom products and services.
• Knowledge of Customer Acquisition systems and business processes.
• Understanding of technical/IT business solutions.
• Communicate effectively  to both internal and external collaborators.
• User acceptance testing experience.
• End user training experience.
• Project and / or programme management experience.
• Knowledge in Credit and Risk best practice.
• Track record of successful project management and implementation (within Vodacom an added advantage).