Specialist - Process Tool and Governance Support.Commercial Operations SA at MTN

Job Description

• Ensuring that all business processes across the organization are documented, standardized, and maintained in a central repository in alignment with enterprise governance standards.
• Supporting the configuration, maintenance, and optimization of process management tools (e.g., iServer, ARIS) to enable accessibility, version control, and compliance.
• Developing, enforcing, and updating process documentation standards, templates, and governance guidelines to drive consistency across business units.
• Managing the process repository, ensuring appropriate meta-tagging, role-based access, and traceability of changes across the process lifecycle.
• Collaborating with process owners, analysts, and technical teams to ensure accurate and complete documentation of new or updated processes.
• Generating reports and dashboards on process governance health, documentation completeness, and compliance metrics to support decision-making.
• Supporting communication, training, and change enablement efforts related to process governance, tools, and documentation standards across the organization.

Responsibilities

Tool Administration and Support

• Administer and maintain the enterprise process repository (e.g., iServer or similar Business Process Management (BPM) tools)
• Ensure proper version control and access rights for process artefacts
• Assist users with onboarding, troubleshooting, and navigation within the repository
• Support tool configuration updates and quality checks

Process Governance Enablement

• Apply governance controls to ensure all submitted processes comply with agreed frameworks and standards
• Review submissions for naming conventions, process structure, RACI alignment, and documentation completeness
• Maintain central SOP and template libraries, supporting ease of use and accessibility
• Escalate non-compliance or deviations for corrective action

Process Documentation Compliance

• Drive organisation-wide adoption of process documentation standards and practices
• Ensure all business processes across MTN SA are captured, reviewed, and updated in the process repository
• Work with business units to close documentation gaps and maintain accurate, current AS-IS maps.

Reporting and Quality Assurance

• Generate reporting dashboards and metrics on process performance, process coverage, and governance adherence
• Track usage and repository contributions by business unit or project
• Provide monthly and quarterly updates to the Process Governance Forum or relevant steering bodies

Process Repository Management

• Maintain structured taxonomy and categorisation of process artefacts by function, segment, and level
• Support continuous clean-up and archival of outdated processes
• Implement metadata tagging and search optimisation within the repository

Stakeholder Engagement and Change Support

• Collaborate with business units, analysts, and governance leads to promote standard use of tools and templates
• Support training and awareness sessions on process standards and tooling
• Contribute to communication and rollout of governance changes, enhancements, and quality initiatives

Process Improvement and Innovation Enablement

• Support prioritised improvement initiatives by enabling documentation readiness
• Provide guidance on linking process maps to improvement or automation opportunities
• Collaborate with Process Engineers to ensure technical alignment in process lifecycle management

Qualifications

Education:

• Diploma or certificate in Office Administration, Business Administration or a related field
• Relevant certifications in process improvement, business analysis, or quality management are advantageous. 

Certification in:

• SAFe or Agile Fundamentals certification is advantageous.
• Basic certificate in Lean Six Sigma or process improvement 

Experience:

• Minimum of 2–3 years’ work experience, including:
• 1–2 years in a process governance, process documentation, or tool administration role or project office
• Hands-on experience working with BPM repositories and tools (e.g., iServer, ARIS, Visio)
• Experience supporting governance or compliance frameworks
• Familiarity with process lifecycle management, standards, and document control
• Experience working in cross-functional teams and understanding agile principles

Apply Before 09/08/2025