Jobs at Financial Intelligence Centre (FIC)

JOB PURPOSE

• Manage daily operations of the service desk and team to ensure efficient and effective technical support for users in accordance with service level agreements (SLAs) ITIL practices and organisational policies.

KEY PERFORMANCE AREAS

Service Desk Operations Management

• Oversee day-to-day Service Desk operations, ensuring timely incident, problem resolution, request fulfilment, and adherence to SLAs.
• Monitor and analyse key performance metrics.
• Manage adherence to ITIL-aligned processes.
• Act as the primary escalation point for critical issues and major incidents up to resolution.

Service Desk Improvement and Processes Optimisation

• Identify trends, recurring issues, and opportunities for service enhancement through data-driven analysis.
• Lead continuous improvement initiatives to streamline workflows, reduce ticket volumes, and improve user experience.
• Drive adoption of self-service tools, automation, and knowledge management to increase efficiency.
• Collaborate with ICT teams to implement preventive measures and reduce incident recurrence.

 
Stakeholder Management

• Build relationships with business stakeholders, ensuring ICT service delivery align with business needs.
• Communicate service status, outages, and improvements to management and end- users.

Reporting Management

• Ensure compliance with ITIL standards and security policies, and regulatory requirements.
• Prepare and present service performance reports, dashboards, and service improvement initiatives to management and business.

Service Desk Team Management

• Lead, mentor, coaches and develop the Service Desk team, fostering a culture of accountability, collaboration, and excellence.
• Define roles, responsibilities, and performance expectations for team members, ensuring deadlines are met, and quality standards are maintained.
• Conduct regular performance reviews, training, and career development planning.
• Manage resource scheduling and workload distribution to ensure optimal service coverage.
• Ensure implementation of learning and development interventions for the team

Governance, Risk Management, Compliance

• Ensures compliance with organisational policies and procedures and legislative requirements.
• Contribute to the development ICT policies, system, practices within best practice, industry standards and applicable legislation.
• Co-ordinate the submission of information requested by internal and external audit for the service desk.
• Identify potential risks associated with service desk activities and implementing strategies to mitigate those risks.
• Contribute to the management of the risk register for the ICT business unit and update progress on the implementation of the action plans.

EDUCATION, SKILLS AND EXPERIENCE

• Bachelor’s degree in IT, Computer Science, or related field (NQF7).
• ITIL v3/v4 Certification (Foundation and Intermediate required).
• 5+ years of experience in ICT service desk/technical support, with 3 years in a supervisory role.
• 5 years proven track record in service desk management and service improvements.
• 3 years of experience in ITSM tools

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JOB PURPOSE:

• To design and maintain the enterprise-wide application architecture as guided by the EA standards, procedures and policies.

KEY PERFORMANCE AREAS:

• Application Architecture domain establishment 
• Interpret and apply approved enterprise architecture principles, policies, procedures in the architecture work. 
• Provide guidance on matters related to the application architecture domain, provide domain driven input in all enterprise architecture services as guided by EA standards, procedures, and policies.
• Establish and maintain the application architecture domain (as-is, to-be and transition architecture) for the FIC. Perform impact assessment and options analysis as part of EA facilitation. 
• Develop and maintain architecture roadmap and application portfolio as part of business change. 
• Develop and maintain all application architecture templates, provide input for templates in other domains for consistency. Present all domain related changes to the organisation’s Governance structures as guided by policies.
• Define domain related position papers to assist in the adoption of new technologies and standard setting for the organisation.

EA tool administration  

• Develop, maintain, and or provide input in the establishment of the repository. Maintain the modelling style guidelines and provide access management.  
• Publish and create awareness in the organisation on application architecture as part of the enterprise-wide drive or initiative.

Solution Architecture 

• Define and design architecture solutions that encompass all architecture domains outlining solutions in line with business requirements, enterprise architecture principles, and ICT
• standards to ensure standardisation and risk management. 
• Review and ensure solution architecture designs provide seamless integration, scalability, and security in accordance with the prescribed enterprise architecture. Update and maintain the architecture repository with all architecture artifacts as part of architecture implementation governance. 

Project planning and implementation

• Contribute to the development and/or evaluation of Terms of Reference documents to assist business and ICT teams during RFI and RFP process. 
• Take accountability for the end-to-end delivery of solution/applications/systems and ensure alignment to the approved architecture.
• Develop or provide input to business cases as part of business change.

Stakeholder Management  

• Work with ICT, and business stakeholders to understand their strategic direction and ensure that the architecture is in alignment in the implementation of such.  
• Provide support to the solution architects to ensure that solutions are created and in alignment with the architecture landscape.
• Communication and Collaboration – Have good communication and collaboration skills to effectively work with the various teams and stakeholders.
• Innovation: Keep up to date with the latest technology trends and bring innovative ideas on how the best solutions can be brought into the organisation.
• Business Alignment: Align designed solution with the overall business strategy and ensure it delivers business value.

EDUCATION, SKILLS AND EXPERIENCE:

• Degree in Computer Science 
• TOGAF Certification is a requirement. Knowledge of other frameworks (e.g., Zachman) would be an advantage.
• Minimum three (3) years’ experience in Enterprise Architecture tools like Case wise, Visio,Sparx Enterprise Architect to maintain an architecture repository.
• Certification in industry-standard platforms and technologies such as AWS, Azure, or Google Cloud would be an advantage.
• Minimum six (6) years’ experience in developing application architecture designs.  
• Minimum six (6) years’ experience in in development of large-scale solutions involving multiple technologies, functions, and interfaces across in-house and vendor supplied application. 
• Minimum six (6) years’ experience in designing hybrid (cloud/on-premises) application architecture and integration patterns.  
• Solid experience in the development of business cases, performance of impact assessments and options analysis. 
• Provide thought leadership, innovation and best practice. 
• Experience in solution architecture for (more than one architecture domain in a single project) is an advantage.
• Ability to guide project teams and ensure solutions are developed and deployed in accordance with approved solution architecture is an advantage.
• Strong communication and interpersonal skills, ability to work with cross-functional teams.