POSITION OBJECTIVE:
- To analyse, document, and optimise business processes, systems, and data across the organisation to ensure ICT initiatives are aligned with strategic objectives. The Senior Business Analyst acts as a bridge between business units and ICT, identifying technology-enabled opportunities for operational improvement, efficiency, and transformation. The role supports strategic ICT programmes that enhance the effectiveness of road network management and service delivery.
MINIMUM REQUIREMENTS:
- NQF Level 7 bachelor’s degree in Information Technology/ Systems, Computer Science, or related field.
- Minimum 8 years’ relevant experience in Business Analysis or ICT Project environments, with at least 3 years at Senior/Specialist level.
ADVANTEGOUS:
- Exposure to infrastructure, transport, or government sectors.
- Experience with enterprise business systems (ERP, CRM, data analytics platforms).
- Knowledge of ICT investment appraisal and benefits realisation tracking.
TECHNICAL COMPETENCIES:
- Deep understanding of business process analysis, mapping, and redesign techniques.
- Knowledge of ICT governance principles (COBIT, ITIL) and alignment of ICT with organizational strategy.
- Familiarity with Agile, Waterfall, and hybrid methodologies for ICT solution delivery.
- Understanding of data modelling, dashboards, and performance measurement.
- Knowledge of PFMA, POPIA, and public sector ICT governance requirements.
KEY RESPONSIBILITIES:
Business Analysis and Requirements Management
- Lead the analysis, documentation, and validation of business and system requirements for ICT and digital transformation initiatives.
Business Process Mapping and Optimisation
- Analyse, document, and optimise business processes across functions. Recommend ICT-enabled solutions that improve efficiency, effectiveness, and service delivery.
- Support automation and process digitalisation initiatives.
ICT Strategy and Transformation Support
- Translate business needs into ICT strategies and transformation initiatives aligned with enterprise architecture and digital roadmaps.
Stakeholder Engagement and Change Management
- Facilitate collaboration across departments to ensure shared understanding of business requirements and technology solutions.
- Support change management, user adoption, and post-implementation evaluation.
Data and Performace Analysis
- Analyse operational and performance data to inform ICT decisions, monitor KPIs, and assess impact of implemented solutions.
Documentation, Reporting, and Quality Assurance
- Prepare comprehensive business analysis deliverables, including business cases, feasibility studies, use cases, process maps, and requirements traceability matrices.
- Ensure quality assurance in project documentation and governance reporting.
Enterprise Systems Integration and Solution Design Support
- Work with ICT architects and developers to design, validate, and test systems for interoperability and compliance with enterprise standards.
Knowledge Management and Continuous Improvement
- Contribute to knowledge sharing, continuous improvement, and best practice in business analysis.
- Identify opportunities for digital innovation and process automation.
Deadline:19th January,2026
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POSITION OBJECTIVE:
- The incumbent will be responsible for providing operational and people leadership across multiple customer service outlets and centers, ensuring that customer-facing operations are effectively implemented, managed, and monitored to achieve business performance objectives and contractual KPIs. Management, coaching, and training of customer service outlet/Centre supervisor personnel to drive quality customer service and e-toll account management services.
MINIMUM REQUIREMENTS:
- A National Diploma (NQF 6) in Business Management, Customer Services, Sales, or any other related field.
- Code 8 / EB Driver License.
- At least five (5) years of management experience in a sales/customer-facing. service environment, managing multiple customer service sites across.
- The role requires excessive travelling to worksites throughout the Gauteng region where customer centers are based.
TECHNICAL COMPETENCIES
- In-depth knowledge of managing walk-in and remote customer service centres, including service standards, queue management, and escalation procedures.
- Understanding of SANRAL’s mandate, tolling operations, road user support processes, and public interface obligations.
- Knowledge of budgeting, cost management, revenue collection processes, and financial reporting in a public entity context.
- Knowledge of HR practices, performance management, employee relations, and staff development strategies.
- Familiarity with establishing, maintaining, and optimising customer centres in both stand-alone and mall environments.
- Knowledge of PFMA, POPIA, Occupational Health & Safety, and other regulatory frameworks governing state entities and customer operations.
- Knowledge of managing relationships with mall landlords, municipal structures, internal SANRAL departments, and external service providers.
- Hands-on project management focus.
- Must be computer literate with a special focus on MS Excel, Word, PowerPoint, Project, Visio, and Outlook.
- Ability to compile operational reports, interpret KPIs, and recommend improvements.
KEY RESPONSIBILITIES
Operational
- Manage the implementation of the Customer Service Centre (CSC) Operations strategy, assigning and managing tasks in the customer service outlet/centre to achieve the contractual KPI’s.
- Review and update all established policies, procedures, work instructions, and other supporting documentation required to manage and monitor service delivery within the customer service outlet/centre.
- Jointly identify, develop, and facilitate skills training needs required to achieve the performance objectives of the customer service outlet/centre and ultimately the contractual KPIs.
- Manage the implementation, measurement, and monitoring of end-to-end customer service solutions in the customer service outlet/centre for all Road Users on identified tolling networks.
- Manage the implementation, productivity, and quality management of customer service outlet/centre and monitor improvement actions to achieve contractual KPIs.
- Manage the delivery of real-time account management services to Road Users accessing the customer service outlet channels to register, query, and/or make payments against their TCH e-toll accounts.
- Manage the implementation, administration, monitoring, and management of cash payments, processing of card payments (PCI-DSS), as well as stock management of e-tags and consumables at the customer service outlet/centre.
- Liaise and manage the process to monitor and escalate incidents relating to facility and technical failures that may impact the delivery of a customer service outlet/centre.
- Compile information to report on operational and contractual statistical information gathered through daily customer service outlet/centre Operations.
Reporting
- Report on the achievement of contractual key performance Indicators for the customer service outlet/centre.
- Compile and submit ad hoc progress reports and presentations based on the performance of the customer service outlet/centre.
- Contribute to the compilation of Risk Assessment reports.
- To contribute to the compilation of regular reports to the Management Committee.
- Contribute to the compilation of monthly Board reports.
- Contribute to the compilation of ad hoc progress reports as formally requested through the GORT Contractual process or arising out of general Risk Assessment.
Key Service Area
- Coordinate and monitor the conduct of a Risk Analysis per set criteria to determine requirements for mitigations of risks highlighted and ensure the implementation of security measures for risk mitigation as per agreed protocols.
- Monitor the compliance with organisational policies and procedures and adherence to all statutory and regulatory requirements prescribed for overall corporate governance.
- Jointly identify, facilitate, and manage an Information Security Risk Register that documents, evaluates, and tracks all information security risks and feeds into the Organisational Risk Register.
People Management
- Identify, define, and monitor the performance and conduct of personnel required to achieve the contractual objective and adherence to the regulatory and statutory framework.
- Coordinate and maintain a working environment that is conducive through personal, internal, and external business conduct that supports organisational values.
- Consult with Human Resources to monitor and coordinate alignment in planned and new activities/interventions in the fields of human resources, organisational development, education, training, development, and industrial relations.
Deadline:16th January,2026
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POSITION OBJECTIVE:
- To analyse, document, and optimise business processes, systems, and data across the organisation to ensure ICT initiatives are aligned with strategic objectives. The Senior Business Analyst acts as a bridge between business units and ICT, identifying technology-enabled opportunities for operational improvement, efficiency, and transformation. The role supports strategic ICT programmes that enhance the effectiveness of road network management and service delivery.
MINIMUM REQUIREMENTS:
- NQF Level 7 Bachelor’s degree in Information Systems, Business Analysis, Industrial Engineering, or related field.
- Minimum 5 years’ experience in process and business analysis, business process re-engineering, or ICT transformation in a complex, multidisciplinary environment.
ADVANTEGOUS:
- Knowledge of enterprise architecture principles (TOGAF or similar).
- Experience in ICT enabled transformation and automation initiatives.
- Certification in Business Process Management (BPM) or Lean Six Sigma, or Business Analysis (BABOK, CBAP).
- Understanding of road infrastructure operations and asset management systems.
TECHNICAL COMPETENCIES:
- Deep understanding of process mapping, optimisation, and automation frameworks.
- Understanding of enterprise systems, ICT architecture, and process alignment with technology solutions.
- Knowledge of PFMA, Treasury Regulations, ICT governance frameworks, and corporate policies.
- Familiarity with project lifecycles, stakeholder engagement, and change enablement principles.
KEY RESPONSIBILITIES:
Business Process Analysis and Mapping
- Analyse existing business processes across divisions to identify inefficiencies, bottlenecks, and risks.
- Conduct process mapping using standard tools (e.g. BPMN).
- Engage with stakeholders to gather process requirements and document “as-is” and “to-be” process flow.
- Ensure all process documentation is maintained and updated within the process repository.
Process Improvement and Optimisation
- Identify and recommend process improvements that enhance efficiency, quality, and cost-effectiveness
- Collaborate with ICT and business units to introduce automation or digital solutions where applicable
- Develop business cases and benefit realisation metrics for process changes
- Monitor post-implementation performance and measure outcomes against objectives.
Process Governance and Compliance
- Ensure processes align with CDC’s policies, quality management system (QMS), and compliance standards.
- Support the implementation of process governance frameworks.
- Facilitate process reviews and audits to ensure ongoing compliance and relevance.
- Maintain consistent standards for documentation and reporting.
Data and Systems Integration Support
- Collaborate with ICT teams to ensure business processes are integrated with system workflows and data architectures
- Identify system functionality gaps and process dependencies impacting performance
- Contribute to user requirement specifications (URS) and system configuration documents.
Stakeholder Engagement and Change Management
- Work closely with process owners, managers, and staff to drive adoption of new processes
- Conduct workshops, training, and communication sessions to ensure smooth transition during process changes
- Provide ongoing support and guidance on best practices in process management.
Reporting and Performance Monitoring
- Develop process performance indicators (PPIs) and dashboards to measure process efficiency and effectiveness.
- Prepare periodic reports on process improvement initiatives, progress, and impact.
- Provide input into the ICT strategy and AOP in relation to process performance and optimisation.
Deadline:19th January,2026
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