Job Description
\nROLE PURPOSE\/FUNCTION<\/p>\n
\tThe Provisioning Business Analyst operates within a business environment, with both operational and provisioning responsibility, supporting the delivery of GNP (Geographic Number Porting) and SME (Small and Medium Enterprise) telecommunications solutions.
\n\tThe role is responsible for ensuring provisioning accuracy, operational quality, adherence to defined provisioning lifecycles, and continuous process improvement. The incumbent works independently within defined frameworks and collaborates closely with internal and external stakeholders to resolve operational issues, improve processes, and support service delivery in line with KPIs, OLAs, and SLAs.
\n\tThe role further supports SME high-volume product provisioning by proactively identifying provisioning exceptions (fallouts) and initiating corrective actions before impacting the business or customer experience.
\n\tThe incumbent contributes to system and process stability through continuous improvement initiatives aligned to MSOC operational objectives.<\/p>\n
ROLE REQUIREMENT
\nOperational Delivery<\/p>\n
\tExecute and oversee end-to-end provisioning activities for GNP and other SME telecommunications solutions.
\n\tEnsure all provisioning tasks are completed accurately and in alignment with defined operational standards and provisioning lifecycles.
\n\tPerform manual provisioning activities including GNP, warehousing, and logistics.
\n\tManage multiple provisioning orders simultaneously while maintaining quality, accuracy, and turnaround times.
\n\tCapture provisioning, porting, and removal orders accurately to enable correct service activation and billing.
\n\tSupport provisioning fall-out management by identifying exceptions, analysing root causes, and coordinating corrective actions with relevant technical and business teams.
\n\tAssist in ensuring provisioning activities are aligned to documented and approved processes as maintained in relevant operational repositories (e.g. Refinery or equivalent).<\/p>\n
Process Analysis and Improvement<\/p>\n
\tAnalyse provisioning processes to identify inefficiencies, fallouts, risks, and non-compliance with designed processes.
\n\tDevelop recommendations for process improvements and operational efficiencies.
\n\tDocument and report identified improvements to the reporting line\/ Team Leader.
\n\tSupport the implementation and monitoring of approved process improvements.
\n\tParticipate in regular operational and system design reviews to identify opportunities for provisioning and system improvements.
\n\tContribute to early-stage product and provisioning process design discussions to support efficient operational readiness.
\n\tSupport User Acceptance Testing (UAT) activities related to SME provisioning systems and processes.<\/p>\n
Stakeholder Engagement<\/p>\n
\tWork closely with internal stakeholders including Sales, Account Management, Product Management, and SME support teams.
\n\tLiaise with third-party service providers (e.g. CRDB) to support provisioning delivery and issue resolution.
\n\tProvide clear, accurate, and timely feedback to stakeholders on provisioning status, risks, and outcomes.
\n\tAct as a subject-matter point of contact for provisioning-related queries.
\n\tEngage with technical and business representatives during planning, scoping, and preparation of provisioning improvement initiatives.
\n\tProvide operational input and insights to support system enhancements and provisioning efficiency initiatives.<\/p>\n
Service Request and Issue Management<\/p>\n
\tManage service requests (SRs) including investigation, resolution, and escalation of provisioning-related issues.
\n\tSupport Incident resolution and escalation processes in line with agreed OLAs and SLAs
\n\tEnsure requests, queries and Incidents are resolved within agreed SLAs.
\n\tEscalate unresolved or high-risk issues appropriately and timeously.
\n\tMonitor progress of open requests and ensure closure within required timelines.
\n\tAnalyse daily provisioning exception and Incident reports and ensure appropriate follow-up actions are initiated.<\/p>\n
Quality, Compliance & Performance<\/p>\n
\tEnsure compliance with operational standards, KPIs, OLAs, and SLAs.
\n\tMonitor provisioning performance and service delivery metrics.
\n\tMaintain accurate records, reporting, and documentation in line with governance requirements.
\n\tConsistently meet agreed productivity and performance targets.
\n\tSupport the monitoring and analysis of provisioning performance trends and exception reporting to improve service stability.
\n\tContribute to accurate operational reporting and dashboards to support management visibility and decision-making.<\/p>\n
Customer Service<\/p>\n
\tDeliver professional, efficient, and customer-centric service to internal and external customers.
\n\tCommunicate effectively through written and verbal channels.
\n\tFollow up proactively to ensure customer satisfaction and resolution of queries.<\/p>\n
Decision-Making Authority<\/p>\n
\tMakes operational decisions within defined provisioning frameworks and procedures.
\n\tIdentifies issues, recommends solutions, and escalates where authority limits are reached.
\n\tPrioritises workload and provisioning activities to meet service delivery commitments.<\/p>\n
Problem Solving and Complexity<\/p>\n
\tApplies analytical thinking to resolve recurring operational and provisioning issues.
\n\tWorks with moderate complexity, balancing competing priorities and service demands.
\n\tContributes practical solutions to improve provisioning quality and efficiency.
\n\tApplies structured and systematic problem-solving approaches to recurring provisioning and system-related issues.
\n\tDemonstrates the ability to work under pressure within a high-volume operational environment.<\/p>\n
Qualifications & Experience<\/p>\n
Minimum Requirements<\/p>\n
\tMatric (essential).
\n\tMinimum of 3 years\u2019 experience in a technical customer service or provisioning support role.
\n\t2\u20133 years\u2019 experience in GNP and VoIP provisioning, support, or analysis.
\n\tExperience within the telecommunications industry.
\n\tProven experience working with provisioning systems and operational workflows.<\/p>\n
Advantageous<\/p>\n
\tNational Diploma or Degree in Information Technology or a related discipline.
\n\tITIL Foundation certification.
\n\tBroadSoft platform exposure.
\n\tExperience working with OSS\/BSS systems.
\n\tSiebel \/ ServiceNow system experience.
\n\tExposure to project management frameworks.
\n\tAdvanced Excel skills and operational data analysis capability.
\n\tExposure to IT system management within a telecommunications or ICT environment.
\n\tUnderstanding of SME product provisioning flows and OSS\/BSS system integration across the service lifecycle.<\/p>\n
Behavioural & Competency Requirements<\/p>\n
\tStrong verbal and written communication skills.
\n\tAbility to work independently within defined guidelines.
\n\tProactive and solutions-focused mindset.
\n\tStrong attention to detail and time management skills.
\n\tCustomer-centric approach to service delivery.
\n\tAbility to collaborate effectively across functional teams.
\n\tWillingness to learn and adapt in a fast-paced operational environment.
\n\tDemonstrates operational leadership through ownership, accountability, and proactive engagement.
\n\tStrong systems-thinking capability with the ability to quickly understand complex provisioning environments.<\/p>\n
go to method of application \u00bb<\/p>\n
Apply via company website ( N \/ A ) or<\/p>\n
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