Functional Analyst: Business Systems – Customs & Excise (Fixed Term Contract) Jobs

Job Purpose

• To perform business analysis tasks by supporting stakeholders of a specific system application, maintaining the system, and handling user enquiries, issues, and enhancements, under guidance. Develop a deep understanding of the supported application or applications, how users interact with it, and how it integrates with other systems.

Education and Experience

Minimum Qualification & Experience Required

• Higher Certificate (NQF 5) in a relevant Business Analysis / Information Technology field, with 3 years’ experience in an Information Technology environment focused on Business/Systems Analysis.

OR

• Senior Certificate (NQF 4) with 5 years’ experience in an Information Technology environment focused on Business/Systems Analysis.

Job Outputs

Process

• Contribute to end-user education and training by compiling and updating FAQs in a knowledge repository.
• Conduct end-to-end system regression and stability testing for fixes.
• Help find suitable workaround solutions for system problems or needs.
• Observe and report possible violations of procedures and standards of conduct, escalating where necessary.
• Explain technical and complex concepts and solutions in simple, non-technical terms.
• Compile User/Functional Requirements Specifications for production fixes.
• Investigate assigned queries to determine root causes.
• Liaise with business partners, internal and external development teams.
• Perform peer-to-peer liaison across departments.
• Provide regular feedback to management on trends, escalations, and required decisions.
• Replicate defects in a testing environment with full documentation.
• Request additional information when needed.
• Review and analyze production inventory through management reporting.
• Take accountability for delivering contracted work within agreed parameters, quality standards, and service targets.
• Communicate transactional outputs and queries according to policies and quality requirements.
• Contribute to developing and improving area-specific standards, procedures, and processes for better quality and service.
• Support the implementation of change initiatives.
• Meet performance objectives and escalate unresolved issues to management.
• Identify and develop solutions based on knowledge and experience to improve service delivery and quality.
• Plan and schedule activities to continuously enhance quality and service.
• Report on activities within guidelines to support decision-making.

Governance

• Ensure work adheres to relevant policies, procedures, governance, and legislative requirements, and report any deviations.
• Comply with governance and compliance procedures, identifying and escalating risks.

People

• Drive personal performance to meet response times, quality, and service standards.
• Integrate and share new knowledge from learning opportunities.

Finance

• Follow policies, standards, and procedures to avoid resource wastage and report violations.

Client

• Promote a culture of service excellence, building positive relationships and providing feedback opportunities.
• Deliver consistent, seamless, and error-free service for client satisfaction.

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: 30th January 2026