Graduate Business Analyst at MTN

Location: South Africa
Last date: 30th November 2010

Launched in 1994, the MTN Group Limited (MTN Group) is a multinational telecommunications group offering cellular network access and business solutions. It has mobile licences across 21 countries in Africa and the Middle East and as at the end of December 2009, recorded more than 116 million subscribers. The MTN Group is listed on the JSE Limited under the share code: “MTN” MTN South Africa recruits Graduate Business Analyst

Graduate – Customer Acquisition and Enablement – Business Analyst (2 Vacancies)

Location of position

MTN
South Africa
Gauteng
Johannesburg
Innovation Centre

Job mission

To become competent as a Business Analyst within the Customer Experience, Integration and Enablement area of business within the given period and to utilize the learned skills within the given environment

KPA duties

Development Activities/Initiatives
Broad exposure to Customer Experience Integration and enablement operations and functions
Perform duties and functions guided by individual learning and CEIE development/training plan
Access to on-the-job training and training such as being assigned a buddy, classroom-based training, technology-based training and on the job
development initiatives

Business Requirements Identification
Requirements elicitation through root cause analysis, interviews, surveys, business process description, case studies, workshops,
business analysis
Critically assess information and data gathered, and determine the legitimacy of requirements by delving into the true needs
Translate the user requirements into process requirements in line with the current initiative and business objectives

Business Analysis
Perform business analysis to define and document needs and requirements
Conducted activity-based analysis of key business processes on the assigned BU in line with the MTN SA Business Analysis methodology
and Business Architecture guidelines, and make recommendations for improvement
Analyzes the business unit’s activities and trends and compares analyses against the service standards and best practices
Presents findings and work to the Business Unit Leader, Coach, Project Manager and other stakeholders to identify and implement strategies
that will address tactical and strategic goals
Review and understand system or process functionality impacting/ supporting the assigned part of the value stream. input into identifying ways
to fine tune
Prepares routine reports (financial, quality, production, customer service, operational efficiency, market share, etc.).
Analyze trends and recommend adjustments address and/or capitalize on trends
Make appropriate recommendations that will positively impact the business
Process optimisation initiatives in line with Service Level Agreement requirements
Construct business cases for initiations proposed by the business. Research and consider best practice, local conditions, trends, as well as
competitor activity
Ensure distribution of the analysis to the relevant people

Solution Design
Design solution in line with user requirements, goals and objectives
Work with users to refine process and procedure guidelines
Assist in drafting policies, processes and procedures in SSO
Evaluate situations and determine the best methods to reach defined outcomes
Address problems on a case by case basis, ensuring an optimal balance between the response to the situation, the cost of that response,
and the core purpose of the organization
Follow clear and linear procedures to diagnose and solve problems that are not always obvious
Provide information and knowledge as required to resolve problems
Generate different 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
Tailor solutions to suit the problem (within defined parameters)
Make use of available resources to solve the problem
Identify external parties to assist with problem solving as required
Implement solutions

Research
Conduct research relating to MTN SA business and systems, in particular for the assigned part of the value stream
Sort, accumulate and analyse information from external sources to assist with problem solving
Assist in identifying and assessing market trends, taking local conditions into consideration

Reporting and feedback
Understand and document existing and new business processes and requirements
Ensure traceability of requirements from business through to development and implementation
Identify and prepare relevant information and data for reporting purposes
Include recommendations on how to implement suggested procedural improvements
Make assessments of and draw solutions from qualitative data. Make logical deductions and draw conclusions that can be motivated
Document all relevant information from business analysis streams, according to Programme Office guidelines and methodologies

Quality Management
Accurately assess the risks associated with each quality process
Establish and maintain quality standards that will enhance the customer experience and cost efficiency
Work consistently according to standard operating procedures
Understand and communicate the consequences of not maintaining quality focus
Identify processes and procedures where the quality of work may be improved
Analyse situations and take necessary action to ensure quality is maintained
Seek feedback from clients/ stakeholders and continuously seek ways of improving on quality and customer service standards

Customer Satisfaction
Build and maintain solid relationships with all MTN SA stakeholders
Understand customer needs and input into the development / fine-tuning of processes / systems accordingly
Ensure all customer queries are attended to and resolved within agreed SLA’s
Ensure that customer specifications are met and that the customer is satisfied with the end service
Weigh up the pro’s and con’s of each solution to provide the best service to customers
Deliver first time right service excellence

Educational requirements

•Degree in Bsc Industrial Engineering
•Degree in Financial or Management Accounting
•Degree in Applied Mathematics
•Degree in Economics
•Degree in Business Economics
•Degree in Computer Science
•Degree in Industrial Engineering

Experience required

Minimum 65 % attained in major subjects

Skills required

Must be able to analyze business and stakeholder needs to help identify business related problems
Process Modelling and Solution Design capabilities
Report writing skills
Writing of Policies, Procedures and Processes
Have an understanding of business analysis methodology
Understand business requirements identification
Should be able to conduct research and make proposals and recommendations based on the global best practices
Have an understanding of MTN and SSO specific background.
Have a broad knowledge of Customer Experience Integration and Enablement value stream
Have an understanding of Customer Service Operations, Supply Chain operations and the overall Sales and Services division – project dependent
Have an understand the principle governance rules and expectations
Have broad knowledge of the organization, understand how the company works from a variety of perspectives
Other information
Reference No: EN/Acquisition
Position Type: Graduate
Affirmative Action: Open to All
Salary:

Additional:

Applications close 30 Nov 2010.

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