Functional Analyst: Business Systems - Customs & Excise (Fixed Term Contract) at The South African Revenue Service (SARS)

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 Required 

• Higer Certificate (NQF 5) and relevant Business Analysis / Information Technology Qualification(s) / Certification(s), and 3 years' experience within an Information Technology environment with a Business/Systems Analysis.

OR

• Senior Certificate (NQF 4) AND 5 years’ experience within an Information Technology environment with a Business/Systems Analysis 

Job Outputs:

Process

• Contributing towards end-user education and training (compiling and updating Frequently Asked Questions in a knowledge repository.
• End-to-end system regression and stability testing of the fix
• Contribute towards finding a suitable workaround solution to a system problem / need 
• Be observant and engage on possible violations of procedures and standards of conduct and escalate where necessary
• Being able to explain technical and complex concepts and solutions in a simplified and non-technical manner.
• Compile User/Functional Requirements Specifications for Production Fixes.
• Investigation of all assigned query inventory to determine root cause
• Liaison with business partners, internal and external development partners.
• Perform interdepartmental peer-to-peer liaison.
• Provide regular feedback to management on trends, escalations and decisions required.
• Replication of defect in testing environment with full documentation.
• Requesting additional information whenever lacking
• Review and perform analysis on production inventory received via management reporting
• Take accountability for delivery of contracted work outputs within agreed parameters, quality standards and client service targets
• Communication of transactional outputs and queries in area of work according to policies and quality requirements.
• Contribute to the development and improvement of area specific standards, procedures and processes to ensure continued quality and service improvement.
• Contribute to the successful implementation of change initiatives by providing support in area of work
• Deliver on contracted performance objectives and escalate unresolved delivery and quality issues to management and process owners
• Draw on own knowledge and experience to identify and develop solutions that leads to improved service delivery and quality.
• Effectively plan and schedule own activities to continuously improve quality and service delivery in area of work.
• Report on transactional and process activities within set guidelines to provide timely information for decision making

Governance

• Ensure that completed work adhere to relevant policies, procedures, governance and legislative requirements and report on deviations and discrepancies.
• Comply to set governance and compliance procedures and processes related to an area of work and continuously identify and escalate risks.

People

• Drive own performance in order to achieve 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 polices, standards and procedures to prevent wastage on resources 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 delivering a service that is consistent, seamless and error free.

Behavioural competencies

• Accountability
• Analytical Thinking  
• Attention to Detail 
• Expertise in Context
• Commitment to Continuous Learning 
• Conceptual Ability
• Customer Service    
• Fairness and Transparency
• Honesty and Integrity
• Organisational Awareness
• Problem Solving and Analysis    
• Respect
• Trust

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:22nd March,2026