Continuous Improvement Analyst – Johannesburg, Gauteng

Continuous Improvement Analyst

NTT Ltd.

Johannesburg, Gauteng


NTT is a leading global IT solutions and services organisation that brings together people, data and things to create a better and more sustainable future.

In today’s ‘iNTTerconnected’ world, connections matter more now than ever. By bringing together talented people, world-class technology partners and emerging innovators, we help our clients solve some of the world’s most significant technological, business and societal challenges.

With people at the heart of our success, NTT is committed to attracting and growing the best talent and providing an environment where everyone feels they can belong and their contribution matters.

More about this career opportunity

Process Improvement Initiatives

  • Supports the identification of improvement opportunities by providing relevant data and data analysis
  • Responsible for documenting process changes/new process design and measuring process compliance within the business
  • Provides overall support and facilitation of business improvement and continuity which incorporates business continuity processes and associated documentation and coordination in ensuring the business can continue to service the client’s customers.
  • Assists in the implementation of operational changes to support marketing campaigns, new regulatory requirements and group projects.
  • Communicates minor and major incidents raised by the operation and uses experience to seek ways to improve processes through root cause analysis, or escalates where necessary

Business Analysis

  • Investigate and perform business needs analysis and root cause issues analysis with key stakeholder and evaluate and identify solutions
  • Design to-be business architectures
  • Identify and design new and improved business process systems and procedures to deliver goals
  • Undertake a feasibility and impact analysis of solutions identified with key stakeholders
  • Develop IT systems functional, non-functional and service level requirements as well as Business Requirement Definition documents to assist Project Manager with deliverables

Project Administration

  • Produces relevant, useful and professional reports and communications as project updates to the business
  • Provides ongoing open communication to all key functional team members
  • Identify project risks either by consultation with key stakeholders or by risk assessment workshop and develop mitigating action plans with operations
  • Contributes to scoping of projects.
  • Identifies cause and effect relationships and ensures steps are in place to mitigate risk.
  • Delivers project work on time and in line with the agreed standard of quality.

Reporting and Administration:

  • Completes all project documents and related administration and stores to ensure currency and accessibility.
  • Generate monthly and weekly or ad-hoc status reports
  • Provides accurate reports to assist the Business Improvement Manager in exceeding client expectations
  • Documents process changes/new process design and measuring process compliance within the business


  • Excellent knowledge of Call Centre metrics and operations
  • Knowledge of Process engineering and mapping
  • Understanding of Green/Black Belt Lean Six Sigma methodology /practitioner
  • 5-8 years experience in specialist area with people management


  • Project Management (L2)
  • Planning and organizing (L3)
  • Oral and Written Communication (L4)
  • Leadership (L3)
  • Knowledge Sharing (L3)
  • Analysis
  • Presentation skills(L3)
  • Technical Expertise (L4)


  • Influence (L4)

Join our growing global team and accelerate your career with us. Apply today.

A career at NTT means:

  • Being part of a global pioneer – where you gain exposure to our Fortune 500 clients and world-leading global technology partners and work with a network of over 40,000 smart and diverse colleagues across 57 countries, delivering services in over 200 countries.

  • Being at the forefront of cutting-edge technology – backed with a 150-year heritage of using technology for good. With 40% of the world’s internet traffic running on our network and where Emoji were first invented, you can be proud of the group’s many new ‘firsts’.

  • Making a difference – by doing meaningful work that helps to shape the future for our clients, and across industries and communities around the world.

  • Being your best self – in a progressive ‘Connected Working’ environment that promotes flexibility, connection and wellbeing. Where diversity and different perspectives are embraced to ensure equal opportunities for all.

  • Having ongoing opportunities to own and develop your career – with a personal and professional development plan and access to the broadest learning offerings in the industry.