Customer Service Application Subject Matter Expert (SME)Airtel

• The Customer Service Application SME will be responsible for maintaining and supporting all Customer Service Application applications, tools and utilities to support Airtel Nigeria IT Services.
• This is an expert role with the responsibility for maintaining close collaboration with HQ-IT Customer Service Application led to ensure Airtel Nigeria is delivering business results expected on Customer Service Application domain.

Responsibilities
The Customer Service Application SME is responsible for:

• Delivering activities in line with Customer Service Application domain strategy and initiatives to support IT enablement to drive sales in Airtel Nigeria.
• Leading delivery of projects of applicable domain in Airtel Nigeria that attribute to the success of Airtel Nigeria business by collaborating with cross functional teams.
• Promoting continuous improvement of processes and delivery of results within assigned domain. Ensuring business value creation through simplifying application design, simplifying customer experience and efficient deliveries.
• Optimizing change requirement delivery for faster time to market and ensuring first time right efficiency.

Managing Timely Rollout of Projects:

• Ensuring appropriate Governance mechanisms for successful implementation of projects.
• Delivering On-schedule, on-budget of IT solutions to facilitate commercial products delivery.

Experience & Educational Qualifications

• M.Sc/ Bachelor's Degree in Computer Science, Systems Analysis or a related study.
• Five to Seven (5-7) years of work experience on Customer Service domain’s Application design and delivery.
• Experience working in multi-vendor managed service IT operating model.
• Demonstrated experience in delivering project on relevant domain.
• Experiencing in redesigning and simplifying the products, services and processes.

Required Skills:

• Structured approach to work, with the ability to plan, and organize larger activities.
• Clear in communication, both written and verbal.
• Ability to assess the value from functions and capabilities of new technologies finding appropriate technical solutions.
• Knowledge of business process re-engineering principles and processes.