User Support Analyst Ref No. RTMC/RTIT/USA/2026 at The Road Traffic Management Corporation (RTMC)

Job Purpose:

• The User Support Analyst is responsible for the analysis and support of NaTIS software application incidents and data fix requests.

KEY JOB RESPONSIBILITIES:

• Must perform Software user support.
• Ensure that the user log the call.
• Investigate, analyse and resolve system issues logged by users on instruction from the Team Leader: User Support.
• Analyse the issue mentioned in the call.
• Assist the user with the issue – resolve the call telephonically or create scripts for the issue.
• Develop comprehensive database scripts based on assistance from the Senior Analyst: User Support.
• Submit the script to a team member in Road Traffic Management Systems for review and approval.
• Run the approved script and provide feedback to the user, the Senior Analyst: User
• Support and the Team Leader: User Support.
• Test proposed solutions to confirm resolution.
• Ensure that the resolution of the call is logged.
• Assist the Senior Analyst: User Support and the Team Leader: User Support with monitoring compliance with Service Level Agreement.
• Assist in the identification of possible end-user training needs.
• Provide training needs to the Team Leader: User Support.
• Give telephonic support to end users.
• Document repeated calls to identify trends.
• Compile weekly statistical reports and submit to the Team Leader: User Support
• Quality assure team members’ scripts.
• To build value adding relationships with stakeholders.
• To deliver, monitor and continuously improve customer service.
• To continuously develop own personal expertise and drive personal growth.

QUALIFICATIONS AND EXPERIENCE:

• Matric (NQF Level 4) as essential)
• Diploma in SQL (NQF Level 5) / 12 Months certificate as essential.
• 3 - 4 years working experience in Road Traffic Systems.
• Understanding Of Software Development Methodology like Waterfall and Agile.

KEY ATTRIBUTES AND COMPETENCIES:

• Accountability and ethical conduct.
• Quality and deadline oriented.
• Judgment and analytical ability