Analyst: Customer Assurance System Enablement

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.