Job Purpose
To perform business analysis tasks by specialising in supporting stakeholders of a specific system application, maintaining the system, and handling user enquiries, user issues, and enhancements to the system, under guidance and supervision. To have a deep understanding of a specific application or set of applications he or she supports, how users use the application, and what other systems integrate with the application.
Education and Experience
Minimum Qualification & Experience Requirements
Relevant Higher Certificate (NQF 5) in IT AND 3 years' experience in IT system maintenance and support environment
ALTERNATIVE #
Senior Certificate (NQF 4) AND 4 years' experience in IT system maintenance and support environment.
Job Outputs:
Process
Share transactional results and queries within your work area according to established policies and quality standards.
Support the refinement and creation of standards, procedures, and processes specific to your field to drive ongoing improvements in quality and service.
Assist with change initiatives by offering relevant support in your area.
Meet contracted performance goals and quickly escalate any unresolved issues related to delivery or quality to management and process owners.
Use your expertise to recognize and develop solutions that enhance service delivery and boost quality.
Plan and organize your activities effectively to foster continuous improvements in quality and service within your work area.
Report transactional and process-related activities following guidelines to ensure timely information for decision-making.
Stay alert for potential violations of procedures or codes of conduct and escalate them as necessary.
Take responsibility for achieving agreed-upon work outputs while meeting set parameters, quality standards, and client service expectations.
Make sure all completed tasks comply with relevant policies, procedures, governance requirements, and legislation, and report any deviations or discrepancies.
Build and maintain productive relationships with colleagues and SARS stakeholders to reach shared objectives.
Review assigned incident inventory on the management console.
Analyze production inventory received through management reports.
Investigate all allocated queries to determine their root cause.
Request additional information when details are missing.
Replicate defects in the testing environment with thorough documentation.
Carry out comprehensive system regression and stability tests when implementing fixes; help identify suitable workaround solutions for system issues.
Create User and Functional Requirements Specifications for production fixes.
Collaborate with peers across departments.
Coordinate with business partners and both internal and external development teams.
Provide regular updates to management regarding trends, escalations, and decisions that require attention.
Contribute to end-user training and education, such as compiling and updating FAQ materials in a knowledge base.
Present complex technical concepts and solutions in clear, non-technical language to facilitate understanding.
Governance
Comply to set governance and compliance procedures and processes related to an area of work and continuously identify and escalate risks.
Ensure that completed work adhere to relevant policies, procedures, governance and legislative requirements and report on deviations & discrepancies.
People
Drive own performance and development to achieve and improve on work outputs in line with required response time, quality and service delivery standards.
Search for, integrate and share new knowledge attained through formal and informal learning opportunities in the execution of your job.
Finance
Adhere to specified policies, standards, legislation and procedures to prevent wastage on resources, unauthorised expenditure and wasteful expenditure and report violations.
Client
Contribute to a culture of service excellence, which builds positive relationships and provides opportunity for feedback and exceptional service.
Ensure client satisfaction by engaging and delivering a service that is consistent, seamless, quick and error free.
Behavioural competencies
Honesty and Integrity
Attention to Detail
Commitment to Continuous Learning
Organisational Awareness
Building Sustainability
Fairness and Transparency
Analytical Thinking
Accountability
Conceptual Ability
Trust
Respect
Problem Solving and Analysis
Technical competencies
Business IT Systems
Business Knowledge
Computer Literacy
Customer Relationship Management
Data Collection and Analysis
Efficiency improvement
Functional Policies and Procedures
IT Business Analysis
Planning and Organising
Relationship Building
Reporting
System Thinking
Deadline:31st May,2026