Functional Analyst: Business Systems

Job Purpose

• To perform business analysis tasks by specialising in supporting stakeholders of a specific system application, maintaining the system, and handling user enquiries, user issues, and enhancements to the system, under guidance and supervision. To have a deep understanding of a specific application or set of applications he or she supports, how users use the application, and what other systems integrate with the application.

Education and Experience

Minimum Qualification & Experience Required

• Higher Certificate NQF 5 in IT AND 3 years' IT experience

ALTERNATIVE #

• Senior Certificate NQF 4 AND 4 years' IT experience.

Job Outputs

Process

• Share transactional results and queries within your work area according to established policies and quality standards.
• Support the refinement and creation of standards, procedures, and processes specific to your field to drive ongoing improvements in quality and service.
• Assist with change initiatives by offering relevant support in your area.
• Meet contracted performance goals and quickly escalate any unresolved issues related to delivery or quality to management and process owners.
• Use your expertise to recognize and develop solutions that enhance service delivery and boost quality.
• Plan and organize your activities effectively to foster continuous improvements in quality and service within your work area.
• Report transactional and process-related activities following guidelines to ensure timely information for decision-making.
• Stay alert for potential violations of procedures or codes of conduct and escalate them as necessary.
• Take responsibility for achieving agreed-upon work outputs while meeting set parameters, quality standards, and client service expectations.
• Make sure all completed tasks comply with relevant policies, procedures, governance requirements, and legislation, and report any deviations or discrepancies.
• Build and maintain productive relationships with colleagues and SARS stakeholders to reach shared objectives.
• Review assigned incident inventory on the management console.
• Analyze production inventory received through management reports.
• Investigate all allocated queries to determine their root cause.
• Request additional information when details are missing.
• Replicate defects in the testing environment with thorough documentation.
• Carry out comprehensive system regression and stability tests when implementing fixes; help identify suitable workaround solutions for system issues.
• Create User and Functional Requirements Specifications for production fixes.
• Collaborate with peers across departments.
• Coordinate with business partners and both internal and external development teams.
• Provide regular updates to management regarding trends, escalations, and decisions that require attention.
• Contribute to end-user training and education, such as compiling and updating FAQ materials in a knowledge base.
• Present complex technical concepts and solutions in clear, non-technical language to facilitate understanding.

Governance

• Comply to set governance and compliance procedures and processes related to an area of work and continuously identify and escalate risks.
• Ensure that completed work adhere to relevant policies, procedures, governance and legislative requirements and report on deviations & discrepancies.

People

• Drive own performance and development in order to achieve and improve on work outputs in line with required response time, quality and service delivery standards.
• Search for, integrate and share new knowledge attained through formal and informal learning opportunities in the execution of your job.

Finance

• Adhere to specified policies, standards, legislation and procedures to prevent wastage on resources, unauthorised expenditure and wasteful expenditure and report violations.

Client

• Contribute to a culture of service excellence, which builds positive relationships and provides opportunity for feedback and exceptional service.
• Ensure client satisfaction by engaging and delivering a service that is consistent, seamless, quick and error free.

Behavioural competencies

• Honesty and Integrity
• Attention to Detail
• Commitment to Continuous Learning
• Organisational Awareness
• Building Sustainability
• Fairness and Transparency
• Analytical Thinking
• Accountability
• Conceptual Ability
• Trust
• Respect
• Problem Solving and Analysis

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:6th September,2026