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- Receive the experience concept for customer care management processes for the respective assigned processes/ expertise areas
- Understand existing customer care services offered in Mobily at high level architecture.
- Detail the functional design (business rules, technical specifications & configuration specifications) covering all touch-points e.g. sales, customer care channels (physical and online) covering all stages in the customer journey in a timely manner.
- Develop the compliancy map and identify all impacted processes domains
- Engage different stakeholders to consolidate requirements and clear up any conflicts.
- Engage customer care and IT teams to align on the Commercial Requirements.
- Map business requirements to realistic technical operating capabilities and Address any GAPS in business requirements.
- Develop the functional requirements of configurable capabilities and bespoke development required for delivering the required process experience
- Create of high quality RSD (Requirement Specification Document) and get sign off from business
- Detail and specify the capabilities to be developed by IT enabling layer / 3rd parties through the demand and delivery management function
- Support IT Project Management team and Delivery Team with regards to clarification of any business requirements after sign off.
- Define the functional use cases to ensure comprehensive testing on capability development
- Recommend solutions either to address pain areas or for improvements. Recommend ideas and concepts to business.
Perform any other activities assigned by direct line manager
Education
Computer Science / Information Technology Engineering or equivalent from an accredited university
Mobily is a Saudi company and the commercial name for Etihad Etisalat Co. It is pioneer in the Telecom & Information Technology sector in Saudi Arabia which launched its business on 25th, May, 2005 and became the fastest growing companies in the world and its brand has become one of the strongest brands in the world Telecom sector.
Mobily continued its leadership strategy to stay an inspiring source in redefining concepts and sustain the competition change by being one of the major pioneer companies locally, regionally, and internationally. Its leadership sustainability transformed the social responsibility concepts in the Kingdom dramatically.
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