Business Analyst Customer Care Specialist Professional - Mobily

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 touchpoints 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