SYSTEMS SUPPORT ANALYST, CUSTOMS – ICT – LEVEL 8 – Zimbabwe Revenue Authority 8 views

Key Responsibilities

• Provide first and second level technical support for Customs & Excise business applications such as ASYCUDA, ECTS, Single Window, eTIP, and related internal and external integrations.
• Diagnose, troubleshoot, and resolve application incidents and service requests within established Service Level Agreements (SLAs).
• Log, track, prioritize, and resolve support tickets using the issue tracking system, ensuring timely updates to stakeholders.
• Collaborate with end-users and business units to identify application issues and implement effective solutions with minimal disruption to operations.
• Monitor application performance and system health, conducting regular checks to ensure optimal functionality and reliability.
• Identify recurring issues and implement proactive measures and improvements to reduce system downtime.
• Implement application patches, updates, enhancements, and configuration changes in line with the approved Change Management processes.
• Test and validate system updates, new features, and configurations before deployment to production environments.
• Maintain accurate documentation of system configurations, incidents, changes, and operational procedures to support audit readiness and compliance.
• Ensure applications comply with ICT governance frameworks (COBIT), data protection regulations, and trade compliance policies.
• Identify, mitigate and escalate application security risks, ensuring the protection of sensitive data and adherence to internal security policies.
• Support disaster recovery and business continuity plans by documenting and testing recovery procedures for applications.
• Collaborate with systems development and infrastructure teams to support integrations with enterprise systems such as SAP ERP, TaRMS, FDMS and Payments Platforms.
• Recommend and implement automation and process improvement initiatives to enhance operational efficiency.
• Liaise with third-party vendors and service providers to resolve application-related issues, manage escalations, and ensure quality service delivery.
• Provide training and guidance to end-users, and develop user guides, FAQs, and knowledge base articles to support effective system use.
• Monitor vendor performance to ensure compliance with service agreements and contractual obligations.
• Generate and analyse support reports, system performance metrics, and KPIs to evaluate the effectiveness of application support services.
• Communicate incident updates, system changes, and service improvements to relevant stakeholders.
• Recommend continuous improvements to application support processes based on operational insights and user feedback.

Requirements

• Self- starter with ability to work under pressure and beyond stipulated hours.
• Unquestionable integrity.
• Good interpersonal and communication skills.
• A Bachelor’s Degree in ICT, Computer Science, Information Systems, Engineering, Accounting Information Systems or equivalent discipline is required.
• At least two (2) years’ experience in working with or supporting enterprise business systems/applications is required.
• Proven experience troubleshooting and resolving application or system incidents in operational environments is required.
• Knowledge of IT service management practices such as ITIL incident and problem management is mandatory.
• Experience working with cross-functional teams and stakeholders, including ICT teams, business users, vendors, and external partners.
• Ability to document incidents, produce reports, and maintain knowledge bases or operational documentation.
• Knowledge or experience of working with Customs & Excise or trade systems will be an added advantage.
• Clean Class four (4) Driver’s license is a prerequisite

How to Apply