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.

• 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.

• Matric / Grade 12
• Bachelor’s degree in Information Technology Systems, Computer Science, Business Analysis or related field

• 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.

• 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

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.