Business Analyst Customer Care Specialist Professional

4 weeks ago


Riyadh, Ar Riyāḑ, Saudi Arabia Mobily Full time
Job Summary
  1. Receive the experience concept for customer care management processes for the respective assigned processes/ expertise areas
  2. Understand existing customer care services offered in Mobily at high level architecture.
  3. Detail the functional design (business rules, technical specifications & configuration specifications) covering all touch-points e.g. sales, customer care channels (physical and online) covering all stages in the customer journey in a timely manner.
  4. Develop the compliancy map and identify all impacted processes domains
  5. Engage different stakeholders to consolidate requirements and clear up any conflicts.
  6. Engage customer care and IT teams to align on the Commercial Requirements.
  7. Map business requirements to realistic technical operating capabilities and Address any GAPS in business requirements.
  8. Develop the functional requirements of configurable capabilities and bespoke development required for delivering the required process experience
  9. Create of high quality RSD (Requirement Specification Document) and get sign off from business
  10. Detail and specify the capabilities to be developed by IT enabling layer / 3rd parties through the demand and delivery management function
  11. Support IT Project Management team and Delivery Team with regards to clarification of any business requirements after sign off.
  12. Define the functional use cases to ensure comprehensive testing on capability development
  13. Recommend solutions either to address pain areas or for improvements. Recommend ideas and concepts to business.
Perform any other activities assigned by direct line managerEducationComputer Science / Information Technology Engineering or equivalent from an accredited university

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