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Business Analyst Customer Care Specialist
2 weeks ago
Job Summary
- Receive the experience concept for customer care management processes for the respective assigned processes/ expertise areas
- Understand existing customer care services offered in Mobily at high level architecture.
- 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.
- Develop the compliancy map and identify all impacted processes domains
- Engage different stakeholders to consolidate requirements and clear up any conflicts.
- Engage customer care and IT teams to align on the Commercial Requirements.
- Map business requirements to realistic technical operating capabilities and Address any GAPS in business requirements.
- Develop the functional requirements of configurable capabilities and bespoke development required for delivering the required process experience
- Create of...
- high quality RSD (Requirement Specification Document) and get sign off from business
- Detail and specify the capabilities to be developed by IT enabling layer / 3rd parties through the demand and delivery management function
- Support IT Project Management team and Delivery Team with regards to clarification of any business requirements after sign off.
- Define the functional use cases to ensure comprehensive testing on capability development
- Recommend solutions either to address pain areas or for improvements. Recommend ideas and concepts to business.
Perform any other activities assigned by direct line manager
Education
Computer Science / Information Technology Engineering or equivalent from an accredited university
This job has been sourced from an external job board.
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