Analyst: CRM Platform (Infraco Delivery)

Mission/ Core purpose of the Job

A CRM business analyst specializes in customer relationship management platforms, such as Salesforce. MTN GlobalConnect CRM BSS platform was launched in 2019 and aims to constantly improve the call-to-cash operations for Wholesale space.

The digital platform 1.0 serves Wholesale Fixed Connectivity teams.

This role will be responsible for leveraging same platform this time for the different FiberCo.

The job duties include organizing and analysing marketing and customer data, helping sales and service teams deepen their market influence and build long-lasting customer relationships. The role will assist to build the first wholesale fixed & mobility digital platform.

Key Performance Areas: Core, essential responsibilities / outputs of the position (KPA's)

The Business Analyst CRM Platform (Infraco Delivery) will be accountable for the following:

- Assist the involved FiberCo Teams to revamp business processes transforming the Call-to-Cash journey bringing efficiency & reporting KPIs

- Elaborate business requirements needed to build call-to-cash journey

- Collaborate very closely with implementation partner to translate, review & prioritize the necessary business requirements

- Perform UAT for the new releases prior to expose the features to WM teams

- Conduct UAT with key End Users from FiberCo teams, providing showcases of features, correspondent data & guidance for a successful UAT sign-off

- Build CRM Platform playbooks & FAQs

- Conduct End Users trainings for new features & releases

- Onboarding new users providing adequate induction training

- Provide End Users support in collaboration with IT system admin and 2nd level of support team (SLA for resolving business critical issues to be one hour)

- Analyse & build related reports/dashboards

- Study CRM best practices & benchmarking similar wholesale partners and propose quick wins to meet business needs

Job Requirements (Education, Experience and Competencies)

Education:

-Minimum 3 Year Academic Degree in (Business Administration, Commerce or Marketing/Engineering)

-Fluent in English and language of country preferable

Experience:

- Minimum of 3 years’ experience in digitalization combing strong business and digital solution skills within the telecommunication space, preferably in the wholesale/ enterprise / and carrier environment

- Agile Scrum Methodologies (desired)

- Wholesale Mobility (voice, SMS, CNS) business experience (desired)

- Experience working in a medium organization

Competencies:

- Understanding of the mobility infrastructure wholesale landscape with a focus on emerging markets

- Good understanding of internal processes to manage fulfilment of orders effectively

- Strong networking skills to build MTN GlobalConnect professional relationships

- Effective oral and written communication skills

- Strong computer literacy

- Project management skills

- Entrepreneurial mindset

Head

- Manages the alignment and execution of tactical activities

- Assists in solving business challenges but looks to others for advice and guidance

- Executes on innovative commercial practices and identifies areas for continuous improvement

Heart

- Role models ethical practices by living the MTN values and vital behaviours for others to follow

- Is self-aware and supports team capability development through opportunity creation for realising potential

- Builds relationships with customers and teams to uphold the MTN brand

Hands

- Drives team objectives and contributes to sustainability of results

- Clarifies priorities, plans, organizes and co-ordinates the work of others

Other:

- Regional and international travel

-Ability to adapt to changing requirements of business and staff members