Role Summary:

This role offers an exciting opportunity to bridge business operations and technology by supporting customer assurance, automation, and customer experience initiatives. The successful candidate will play a key role in designing, implementing, testing, maintaining, and enhancing systems and processes that improve service delivery and customer satisfaction.

Responsibilities:

• Analyse, document, and improve business processes.

• Develop and maintain process documentation and operational procedures.

• Create and interpret workflow diagrams and process maps.

• Ensure documentation is accurate, comprehensive, and aligned with established standards.

• Investigate system and process issues and identify root causes.

• Analyse complex operational and technical challenges and recommend solutions.

• Identify opportunities for process optimisation and automation.

• Work effectively in dynamic environments where requirements may evolve.

• Support APIs and system integrations across customer-facing and operational platforms.

• Collaborate with technical teams to troubleshoot and resolve integration issues.

• Analyse system logs, data, and technical information to support investigations and resolution activities.

• Perform system testing, validation, and user acceptance testing (UAT).

• Develop and document test cases, test plans, and test results.

• Support deployment activities and post-deployment verification.

• Ensure solutions meet business and operational requirements before release.

• Contribute to automation and self-service initiatives that enhance customer experience.

• Support AI-driven workflows, conversational AI solutions, and customer engagement technologies.

• Assist in identifying opportunities to reduce customer effort and improve operational efficiency.

Qualifications Required:

• Matric / Grade 12

• Bachelor’s degree in Information Technology Systems, Computer Science, Business Analysis or related field

Work Experience:

• Minimum 2 years' experience in a Business Analysis, Systems Support, Process Improvement, or similar role.

• Experience working with customer-facing platforms, operational systems, or automation tools.

• Experience with system testing, UAT, or quality assurance activities.

• Exposure to APIs, system integrations, and technical troubleshooting.

• Demonstrated experience working with AI-enabled workflows, automation, or orchestration technologies.

Skills Required:

• Microsoft Power Automate.

• Workflow automation platforms.

• Power BI development and reporting.

• SQL and data analysis.

• Customer service platforms such as Zendesk.

• Conversational AI, chatbots, and AI-assisted workflows.

• Telecommunications, ISP, fibre, or customer service industry experience.

• Business Analysis and process improvement methodologies.

Working Environment:

This role supports operational systems and customer-facing platforms that are critical to business operations. As part of deployment and maintenance activities, occasional after-hours work may be required, including testing, deployments, and production validation activities.

Deployment activities are often scheduled during low-usage periods and may occasionally occur between 00:00 and 05:00. Flexibility regarding working hours is therefore required from time to time.