Senior Specialist

2 weeks ago

Johannesburg, Gauteng, South Africa MTN Full time

Service Management Platform build and support

  • Manage the build, support, and continuous improvement of
  • IT Service management platform capabilities
  • Telecommunications service management platform capabilities
  • Customer service management platform capabilities
  • Employee service management platform capabilities
  • Collaborate with business analysts in order to understand service management requirements
  • Support the creation of business cases for service management use cases
  • Build, test and maintain service management capabilities that deliver business requirements, taking maximum advantage of the capabilities of the platform
  • Collaborate with other teams in order to successfully integrate the service management platform with other MTN or 3 rd party systems where required
  • Provide support to operations and support teams to troubleshoot issues currently impacting business operations Work with business stakeholders to drive continuous improvement of service management

Workflow Management Platform build and support

  • Manage the build, support, and continuous improvement of
  • Technology workflows
  • Customer workflows
  • Finance & Supply Chain workflows
  • Employee workflows
  • Collaborate with business analysts in order to understand the business workflow requirements
  • Support the creation of business cases for automation and workflow use cases
  • Build, test and maintain workflows that deliver business requirements, taking maximum advantage of the capabilities of the platform
  • Work with internal and vendor process engineers to ensure workflows are built in accordance with approved business processes
  • Collaborate with other teams in order to successfully integrate the workflow platform with other MTN or 3 rd party systems where required
  • Provide support to operations and support teams to troubleshoot issues currently impacting business operations Work with business stakeholders to drive continuous improvement of workflows

Workflow and Service Management Observability and Dashboards

  • Via dashboards, provide operational visibility of all aspects of platform status and performance
  • Proactively maintain functional availability of all aspects of the platforms
  • Provide workflow and service management monitoring to all relevant technical and business stakeholders
  • Work with technical and business stakeholders to drive continuous improvement of business and operational dashboards
  • Identify better and more efficient ways for the business to use the tools and drive the changes required to achieve these improvements

Stakeholder Management
Build and maintain solid relationships with business stakeholders. Work with business stakeholders to understand how the platform supports current priorities and future plans

  • Mentor vendor teams and MTN internal teams
  • Proactively identify areas where automation and AI capabilities can streamline automation and workflow
  • Liaise with report writers to ensure that data is presented to benefit the business goals
  • Promote the capabilities of the system across the business to raise awareness and stimulate demand
  • Run regular internal knowledge sharing sessions with internal teams to create transparency and understanding on the tool and the processes.

Delivery Quality

  • Ensure that new and changed workflow or service management capabilities are implemented in a quality controlled manner
  • Ensure all deliverables align to the privacy and security by design principles of MTN
  • Ensure adherence to ITSM platform code and configuration quality standards

Strategic Input

  • Contribute to the development and implementation of the IT service management strategy and roadmap, in collaboration with the IT service management process owners, IT service owners, IT service providers, and other stakeholders.
  • Provide input on the current and future state of the IT service management platform, the IT service management processes, and the IT services.
  • Identify and propose opportunities for improvement, innovation, and transformation.

Financial

  • Scope and contract with vendors to ensure best value for money for services delivered
  • Work closely with relevant business areas to ensure that licensing is optimal
  • Provide input to CAPEX Plans for the area
  • Provide input to compile and manage CAPEX and OPEX budgets relating to functional activities
  • Support the creation of the business case for initiatives and projects in functional areas

Vendor Management

  • Manage vendor delivery in terms of quality, value, time and user satisfaction
  • Ensure vendors are compliant with MTN security, privacy, and delivery standards
  • Participate in commercial negotiations with vendors to ensure best value for MTN
  • Work with vendors to highlight opportunities for innovation
  • Collaborate with vendors to address current business challenges and drive continuous improvement on the platforms
Manage the capex and opex vs current and anticipated demand

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