Senior Analyst: Business Systems (Contact Center and Related Services) Jobs

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  • Full Time
  • Pretoria, South Africa

The South African Revenue Service (SARS)

Senior Analyst: Business Systems (Contact Center & Related Services)

Organization: South African Revenue Service (SARS)

Key Details

  • Employment Type: Full Time
  • Minimum Education: Matric + National Certificate (NQF 6) or Equivalent
  • Experience Required: 3-6 years in Contact Center/Branch Environments
  • Location: Pretoria, Gauteng
  • Department: Data, Business Analysis & ICT

Position Overview

We seek a solutions-driven professional to optimize our contact center technology systems through strategic business analysis and system improvements. This role requires balancing technical expertise with operational understanding to enhance service delivery across SARS platforms.

Core Requirements

Education & Experience:

  • Option 1: National Diploma (NQF 6) + 3-4 years’ relevant experience (including 1-2 years at specialist level)
  • Option 2: Senior Certificate (NQF 4) + 6 years’ relevant experience (including 1-2 years at specialist level)
  • Preferred: IT qualifications/experience with 4+ years in contact center environments

Key Responsibilities

Technology & Process Management:

  • Analyze and optimize IVR systems and contact center platforms
  • Develop functional requirements for system enhancements
  • Conduct root cause analysis for technical issues
  • Manage incident resolution and system change requests
  • Coordinate testing and implementation of system updates

Stakeholder Engagement:

  • Collaborate with cross-functional IT and operational teams
  • Provide technical training to end-users
  • Deliver regular system performance reports

Compliance & Governance:

  • Ensure adherence to SARS policies and regulatory requirements
  • Maintain documentation for system changes and processes

Essential Competencies

Technical Skills:

  • Business systems analysis
  • IT architecture understanding
  • Data analysis and reporting
  • Process automation techniques

Behavioral Attributes:

  • Strong analytical reasoning
  • Attention to detail
  • Continuous improvement mindset
  • Ethical decision-making

Application Deadline: 5 August 2025

Qualified candidates are invited to submit applications through the SARS career portal. SARS promotes employment equity and reserves appointment rights per its operational requirements.

Note: SARS never requires payment for recruitment processes. Report any suspicious requests immediately.

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