About the Role

Job Summary

The job holder is responsible for;

• Carrying out analysis, categorization and escalation of issues reported.
• Preparing data correction scripts and attending Quality Assurance tests.
• Escalating enhancements and defects to developers and issues requiring clarification to business transformation offices
• Supporting iTax, DTD systems and integrations.
• Preparing and implementing user training/knowledge transfer programmes
• Providing general support to respective DTD business systems users by fulfilling general Level 2 user requests

Key Responsibilities

• Provides support to business lines by analysing escalated system issues and designing cost effective solutions that meet business requirements
• Develops System Changes Requests (SCRs) based on Requests for Change (RFCs) and detailed analysis of RFC requirements and submits to developers
• Validates and verifies business requirements and ensures that they map to the real business needs and that they meet essential quality standards
• Analyzes trade-offs between systems usability requirements and performance needs and advises stakeholders on the most optimal implementation strategy
• Identifies and proactively fixes system issues through monitoring and early detection of potential issues
• Reviews systems technical requirements specifications and System Use Cases (SUCs) with stakeholders and communicates identified recommendations for incorporation
• Ensures that new technical requirements for business systems are properly integrated with existing processes, systems and skill sets
• Analyses and documents existing business systems, business processes and business models and regularly reviews them to ensure continued relevance
• Coordinates resolution of reported system incidents/general user requests and provides technical guidance/assistance required
• Analyses and documents identified risks likely to affect business systems, risk mitigating measures and prepares reports of findings to provide input to business systems acquisition strategies
• Ensures that tasks assigned are resolved within internal standards
• Coordinates user demos for automated processes and change requests
• Reviews training /knowledge transfer programmes and seeks approvals for implementation
• Coordinates user training and user support programmes
• Maps and documents interfaces between legacy and new replacement systems in order to guide systems transition initiatives
• Ensure conformity to ISO (9001:2015 and 27001:2013) and data security requirements.

Academic Qualifications 

• Bachelor’s Degree in Economics and Statistics, Computer Science, Management Information Systems, Information Technology, Electrical / Electronic Engineering, Telecommunications or any other IT related field

Professional Qualifications

Required Certification

Professional Certification or Training in any one of the following areas is required:

• Systems Development i.e. Oracle Certified Associate, Java Programmer etc.
• Training or Certification in SQL.

 Desired Certifications

Certification or training in any of the following areas will be an added advantage:

• Postgraduate Diploma in Tax Administration.
• Training or Certification in Database Administration i.e. Oracle, PostgreSQL, MySQL or Microsoft SQL Server. Training in operating systems i.e. Windows, Linux or Unix.
• Business Systems Analysis i.e. CBAP Certification / Training

Relevant Work Experience/ Skills Required  

• At least Three (3) years post qualification experience in systems analysis and support of large enterprise applications.
• Proven experience in supporting business applications. Experience in supporting tax administration systems will be an added advantage.
• Working knowledge of database management tools
• Working knowledge of structured programming and database design concepts
• Working knowledge in PL/SQL
• Working knowledge of web based technologies (HTML, XML, XHTML, DHTML, SOAP, JSON, etc.)
• Working knowledge of internet and messaging protocols i.e. HTTP, FTP, SOAP and REST
• Working experience with relational databases (Oracle, MySQL, PostgreSQL, Microsoft SQL Server)
• Working experience with scripting languages i.e. Structured Query Language (SQL) skills
• Working knowledge of systems design and modelling techniques & tools
• Basic knowledge of the following tools: process modelling (MS Visio, etc.), Project Management i.e. MS Project and Presentation i.e. MS PowerPoint

Competencies Required

• Have good understanding of the KRA’s goals and objectives.
• Be resilient, focused, results oriented and a team player.
• Have strong analytical, diagnostic, decision making and problem solving skills.
• Have strong abilities to conduct research-affecting business and propose suitable solutions/products.
• Have ability to pay attention to details and work under minimum supervision and for long hours.
• Have strong interpersonal, written and oral communication skills.
• Have good negotiation skills.
• Be able to build and maintain strong relationships with contracted parties, third party organizations, users and staff.
• Have Change management skills.
• Ability to interact confidently with users to establish what the problem is and explain the solution
• Ability to prioritize competing work commitments and deliver on time
• Passion for innovation and creativity
• High levels of integrity

How to Apply

https://www.kra.go.ke/careers/1884-supervisor-%E2%80%93-dtd-business-application-support?utm_source=MyJobMag