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  • Posted: Jun 21, 2022
    Deadline: Not specified
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  • The Kenya Revenue Authority (KRA) was established by an Act of Parliament, Chapter 469 of the laws of Kenya , which became effective on 1st July 1995 . The Authority is charged with the responsibility of collecting revenue on behalf of the Government of Kenya. A Board of Directors, consisting of both public and private sector experts, makes policy decisio...
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    Manager – Domestic Taxes Business Application Support

    Job Summary      

    The job holder is responsible for;

    • Providing effective and adequate technical support to operational DTD business systems by addressing system problems and user requests.
    • Providing continual improvements to existing DTD business systems and supporting systems by ensuring that solutions designed to address business needs meet the required quality standards.
    • Maintaining operational readiness of business systems through supervision and coordination of technical systems support teams
    • Carry out and supervise analysis, categorization and escalation of issues reported. Prepare data correction scripts and escalate enhancements and defects to developers and issues requiring clarification to business transformation offices

    Key Responsibilities

    Reviews the Software Change Requests (SCRs) for systems changes/enhancements to ensure that they have adequately addressed the requested changes and identifies areas of improvement before approving for implementation.

    • Monitors and maintains operational readiness of business systems by enforcing standards set to address identified system issues.
    • Identifies areas of potential systems and process improvements, assesses them for both technical and business suitability and advises stakeholders appropriately.
    • Reviews systems technical requirements specifications to ensure that they are well articulated and properly documented before seeking automation approvals of business processes
    • Vets systems technical requirements specifications and System Use Cases (SUCs) for completeness, relevance, viability and makes recommendations for improvement.
    • Recommends risk-mitigating measures and ensures that they are addressed as part of systems maintenance initiatives.
    • Vets escalated incidents and problems affecting business systems to ascertain validity and makes appropriate recommendations.
    • Monitors allocated tasks to ensure that escalated problems are resolved within set timelines and standards and leads in resolving complex issues
    • Evaluates systems performance parameters, identifies areas of improvement, implements system improvements and advises stakeholders
    • Implements the Service Level agreements for IT services of the unit.
    • Monitors performance of business systems architecture components, evaluates their effectiveness and advises the manager on areas requiring review/improvement
    • Develops the unit’s Annual Work Plan and draft budget and coordinates their implementation;
    • Prepares monthly, quarterly, annual and ad hoc reports for the unit;
    • Ensures that the unit meetings are held as stipulated in management guidelines;
    • Develops, mentors and coaches staff in the unit;
    • Conducts performance management in the unit;
    • Coordinates implementation of the work plans for the following corporate initiatives in the unit: Audit, Integrity, QMS and Risk Management.
    • Ensure conformity to ISO (9001/2015 and 27001/2013) and data security requirements.

    Academic and  Professional Qualifications        

    Academic Qualifications

    • Bachelor’s Degree or Masters Degree in Computer Science, Management Information Systems, Information Technology, Electrical / Electronic Engineering, Telecommunications or any other IT related field.

    Required Certifications/Trainings

     Professional Certification or Training in any one of the following areas is required:

    • Business Systems Analysis i.e. CBAP Certification / Training
    • Systems Modelling and Design Techniques
    • Process Modelling and Design Techniques

    Desired Certifications 

    Certification or training in any of the following areas will be an added advantage:

    • Training in middle level management / Supervisory Skills courses.
    • IT Governance i.e. ITIL or COBIT 4/5
    • Project Management i.e. PMP or Prince 2
    • Training or Certification in Database Administration i.e. Oracle, PostgreSQL, MySQL or Microsoft SQL Server.
    • Training in operating systems i.e. Windows, Linux or Unix.

    Technical Skills

    Proven skills in database management tools

    • Working knowledge of Java programming language and PL/SQL
    • Working knowledge of scripting languages (PHP, ASP, CSS, JAVASCRIPT, etc.)
    • Working knowledge of structured programming and database design concepts
    • Working knowledge of web based technologies (HTML, XML, XHTML, DHTML, SOAP, JSON, etc.)
    • Working knowledge of internet and messaging protocols i.e. HTTP, FTP, SOAP and REST
    • Working knowledge of web development tools (Dreamweaver, Microsoft.NET, Drupal, Joomla, etc.)
    • Working knowledge of Linux/Unix and Windows operating system platforms
    • Working experience with relational databases (Oracle, MySQL, PostgreSQL, Microsoft SQL Server)
    • Working experience with scripting languages i.e. Structured Query Language (SQL) skills
    • Knowledge of system design and modelling techniques
    • Working knowledge of systems design and modelling tools (Enterprise Architect, TraceCloud, etc.)
    • Basic knowledge of the following tools: process modelling (MS Visio, etc.), Project Management i.e. MS Project and Presentation i.e. MS PowerPoint

    Relevant Work Experience Required

    Proven experience in implementation and providing support to large enterprise business systems in a similar organization.

    • Proven experience in integration of business systems in a similar large organization.
    • At least five (5) years’ post-qualification experience, which includes at least two (2) years’ experience at entry-level management, leading a team in systems analysis and support of large enterprise applications.

    Competencies      

    The Job holder must:

    • Have good understanding of the KRA’s goals and objectives.
    • Be resilient, focused, results oriented and a team player.
    • Have strong analytical, diagnostic, decision making and problem solving skills.
    • Have strong abilities to conduct research-affecting business and propose suitable solutions/products.
    • Have ability to pay attention to details and work under minimum supervision and for long hours.
    • Have strong interpersonal, written and oral communication skills.
    • Have good negotiation skills.
    • Be able to build and maintain strong relationships with contracted parties, third party organizations, users and staff.
    • Have Change management skills.
    • Ability to interact confidently with users to establish what the problem is and explain the solution
    • Ability to prioritize competing work commitments and deliver on time
    • Passion for innovation and creativity
    • High levels of integrity

    go to method of application »

    Supervisor – Domestic Taxes Business Application Support

    Job Summary      

    The job holder is responsible for;

    • Maintaining operational readiness and efficiency of business systems by providing permanent solutions for identified system issues and incorporating identified changes/enhancements
    • Preparing and implementing user training/knowledge transfer programmes
    • Providing general support to respective business system users by fulfilling general user requests
    • Carry out analysis, categorization and escalation of issues reported. Prepare data correction scripts and escalate enhancements and defects to developers and issues requiring clarification to business transformation offices

    Key Responsibilities Provides support to business lines by analysing escalated system issues and designing cost effective solutions that meet business requirements

    • Analyzes business functional and non-functional requirements, organizes and models them into technical requirements specifications and System Use Cases (SUCs)
    • Develops System Changes Requests (SCRs) based on Requests for Change (RFCs) and detailed analysis of RFC requirements and submits to developers
    • Validates and verifies business requirements and ensures that they map to the real business needs and that they meet essential quality standards
    • Analyzes trade-offs between systems usability requirements and performance needs and advises stakeholders on the most optimal implementation strategy
    • Identifies and proactively fixes system issues through monitoring and early detection of potential issues
    • Reviews systems technical requirements specifications and System Use Cases (SUCs) with stakeholders and incorporates identified recommendations
    • Ensures that new technical requirements for business systems are properly integrated with existing processes, systems and skill sets
    • Analyses and documents existing business systems, business processes and business models and regularly reviews them to ensure continued relevance
    • Coordinates resolution of reported system incidents/general user requests and provides technical guidance/assistance required
    • Analyses and documents identified risks likely to affect business systems, risk mitigating measures and prepares reports of findings to provide input to business systems acquisition strategies
    • Ensures that tasks assigned are resolved within internal standards
    • Coordinates user demos for automated processes and change requests
    • Reviews training /knowledge transfer programmes and seeks approvals for implementation
    • Coordinates user training and user support programmes
    • Maps and documents interfaces between legacy and new replacement systems in order to guide systems transition initiatives
    • Ensure conformity to ISO (9001:2015 and 27001:2013) and data security requirements.

    Academic and  Professional Qualifications       

     Academic Qualifications  

    • Bachelor’s Degree in Computer Science, Management Information Systems, Information Technology, Electrical / Electronic Engineering, Telecommunications or any other IT related field.

    Required Certifications/Trainings

    Professional Certification or Training in any one of the following areas is required:

    • Systems Development i.e. Java Programming, Web Design and Development, Oracle Developer etc.
    • Business Systems Analysis i.e. CBAP Certification / Training
    • Systems Modelling and Design Techniques
    • Process Modelling and Design Techniques

    Desired Certifications

    Certification or training in any of the following areas will be an added advantage:

    • Training in middle level management / Supervisory Skills courses.
    • IT Governance i.e. ITIL or COBIT 4/5
    • Project Management i.e. PMP or Prince 2
    • Training or Certification in Database Administration i.e. Oracle, PostgreSQL, MySQL or Microsoft SQL Server.
    • Training in operating systems i.e. Windows, Linux or Unix.

    Technical Skills Required:     

    The Job holder must have:

    • Working knowledge of Oracle development and database management tools
    • Working knowledge in Java programming language and PL/SQL
    • Working knowledge of scripting languages (PHP, ASP, CSS, JAVASCRIPT, etc.)
    • Working knowledge of structured programming and database design concepts
    • Working knowledge of web based technologies (HTML, XML, XHTML, DHTML, SOAP, JSON, etc.)
    • Working knowledge of internet and messaging protocols i.e. HTTP, FTP, SOAP and REST
    • Working knowledge of web development tools (Dreamweaver, Microsoft.NET, Drupal, Joomla, etc.)
    • Working knowledge of Linux/Unix and Windows operating system platforms
    • Working experience with relational databases (Oracle, MySQL, PostgreSQL, Microsoft SQL Server)
    • Working experience with scripting languages i.e. Structured Query Language (SQL) skills
    • Knowledge of system design and modelling techniques
    • Working knowledge of systems design and modelling tools (Enterprise Architect, TraceCloud, etc.)
    • Basic knowledge of the following tools: process modelling (MS Visio, etc.), Project Management i.e. MS Project and Presentation i.e. MS PowerPoint

    Relevant Work Experience Required

    Proven experience in implementing and supporting business applications. Experience in supporting tax administration systems will be an added advantage.

    • Proven experience in integration of business systems in a similar large organization.
    • At least Three (3) years post qualification experience in systems analysis and support of large enterprise applications.

    Competencies      

    The Job holder must:

    • Have good understanding of the KRA’s goals and objectives.
    • Be resilient, focused, results oriented and a team player.
    • Have strong analytical, diagnostic, decision making and problem solving skills.
    • Have strong abilities to conduct research affecting business and propose suitable solutions/products.
    • Have ability to pay attention to details and work under minimum supervision and for long hours.
    • Have strong interpersonal, written and oral communication skills.
    • Have good negotiation skills.
    • Be able to build and maintain strong relationships with contracted parties, third party organizations, users and staff.
    • Have Change management skills.
    • Ability to interact confidently with users to establish what the problem is and explain the solution
    • Ability to prioritize competing work commitments and deliver on time
    • Passion for innovation and creativity
    • High levels of integrity

    go to method of application »

    Assistant Manager – Domestic Taxes Business Application Support

    Job Summary      

    The job holder is responsible for;

    • Providing effective and adequate technical support to operational systems by addressing system problems and user requests.
    • Providing continual improvements to existing business systems and supporting systems by ensuring that solutions designed to address business needs meet the required quality standards.
    • Maintaining operational readiness of business systems through supervision and coordination of technical systems support teams
    • Carry out and supervise analysis, categorization and escalation of issues reported. Prepare data correction scripts and escalate enhancements and defects to developers and issues requiring clarification to business transformation offices

    Key Responsibilities

    Reviews the Software Change Requests (SCRs) for systems changes/enhancements to ensure that they have adequately addressed the requested changes and identifies areas of improvement before approving for implementation.

    • Monitors and maintains operational readiness of business systems by enforcing standards set to address identified system issues.
    • Identifies areas of potential systems and process improvements, assesses them for both technical and business suitability and advises stakeholders appropriately.
    • Reviews systems technical requirements specifications to ensure that they are well articulated and properly documented before seeking automation approvals of business processes
    • Vets systems technical requirements specifications and System Use Cases (SUCs) for completeness, relevance, viability and makes recommendations for improvement.
    • Recommends risk-mitigating measures and ensures that they are addressed as part of systems maintenance initiatives.
    • Vets escalated incidents and problems affecting business systems to ascertain validity and makes appropriate recommendations.
    • Monitors allocated tasks to ensure that escalated problems are resolved within set timelines and standards and leads in resolving complex issues
    • Evaluates systems performance parameters, identifies areas of improvement, Implements system improvements and advises stakeholders
    • Implements the Service Level agreements for IT services of the unit.
    • Monitors performance of business systems architecture components, evaluates their effectiveness and advises the manager on areas requiring review/improvement
    • Develops the unit’s Annual Work Plan and draft budget and coordinates their implementation;
    • Prepares monthly, quarterly, annual and ad hoc reports for the unit;
    • Ensures that the unit meetings are held as stipulated in management guidelines;
    • Develops, mentors and coaches staff in the unit;
    • Conducts performance management in the unit;
    • Coordinates implementation of the work plans for the following corporate initiatives in the unit: Audit, Integrity, QMS and Risk Management.
    • Ensure compliance to ISO (9001/2015 and 27001/2013) and data security requirements.

    Academic and  Professional Qualifications        

    Academic Qualifications

    • Bachelor’s degree in Computer Science, Management Information Systems, Information Technology, Electrical / Electronic Engineering, Telecommunications or any other IT related field.

    Required Certifications/Trainings

    Professional Certification or Training in any one of the following areas is required:

    • Business Systems Analysis i.e. CBAP Certification / Training
    • Systems Modelling and Design Techniques
    • Process Modelling and Design Techniques

    Desired Certifications

    Certification or training in any of the following areas will be an added advantage:

    • Training in middle level management / Supervisory Skills courses.
    • IT Governance i.e. ITIL or COBIT 4/5
    • Project Management i.e. PMP or Prince 2
    • Training or Certification in Database Administration i.e. Oracle, PostgreSQL, MySQL or Microsoft SQL Server.
    • Training in operating systems i.e. Windows, Linux or Unix.

    Technical Skills 

    • Proven skills in database management tools
    • Proficiency in Java programming language and PL/SQL
    • Working knowledge of scripting languages (PHP, ASP, CSS, JAVASCRIPT, etc.)
    • Working knowledge of structured programming and database design concepts

    go to method of application »

    Assistant Manager – Service Desk

    Job Summary:     

    The Job holder is responsible for coordinating and managing, shared services, central planning and ensuring service request fulfilment

    Key Responsibilities:

    Ensure resolution of tickets within the prescribed Internal Standards

    • Ability to deal with complex incidences and problems
    • Provide prompt feedback to users on resolution of issues and manage relationships.
    • Coordinates with other ICT Sections on resolutions of issues.
    • Review the unit’s KPIs, procedures and processes to guarantee their relevance as well as ensure continual improvement.
    • Define incident and service request classification, prioritization schemes and criteria for problem registration to ensure consistent approaches for handling, informing users about and conducting trend analysis.
    • Generate unit’s monthly reports that show trends incidents, compliance to SLAs and achievement of KPIs.
    • Coordinate Corporate initiatives within the unit such as Audit, Integrity, QMS and Risk Management
    • Responsible for performance. Set KPIs and/or internal standards and ensures customer expectations are met
    • Oversee IT related requests are efficiently handled and monitored until resolved to satisfaction of the users.
    • Spearhead proper functioning of all the working tools at the service desk.
    • Develop, mentor, coach and promote talent growth among staff in order to support business through excellent customer service
    • Ensure good working relation and coordination of service desk staff with Manager Service Desk and other Sectional/Divisional staff.
    • Develop annual work plan with performance targets assigned weights.
    • Work closely with the supervisors to ensure achievement of performance targets at the service desk and the incident management processes.
    • Gather information on system disruptions and resumptions through Hotspot report from & to Business contacts and heads of the divisions/CSS team one.
    • Ensure countrywide sensitization of users on available ICT tools every financial year.
    • Ensure compliance to ISO (9001/2015 and 27001/2013) and data security requirements.

    Academic and Professional Qualifications         

    • Bachelor’s degree in Computer Science, Information Technology or any other IT related field
    • Master’s degree in Computer Science, Business Administration or related Postgraduate degree will be an added advantage

    The post holder should have at least one of the  following preferred certifications

    • Microsoft SharePoint Administration
    • ITIL
    • Project Management e.g. Prince2, PMP
    • MCSE
    • CompTIA A+, CompTIA N+

    Relevant Work Experience/ Technical Skills Required

    • The post holder should have at least four (4) years’ progressive experience in a busy IT environment, with at least one (1) year at Supervisory role in a large or busy organization
    • Competence in Windows Active Directory Management Tools plus creation and deployment of Group Policy Objects
    • Conversant with process automation and experience working with automation tools such as MS SharePoint, System Center Configuration Manager(SCCM) or System Center Operations Manager (SCOM), IBM Service Management Tool (ITSM)

    Competencies      

    The job holder must:

    • Possess strong leadership and managerial skills
    • Have strong analytical and problem solving skills
    • Capable of making decisions in complex situations
    • Display excellent communication and interpersonal skills
    • Exhibit exceptional organisational and administrative skills
    • Possess good negotiation skills
    • Have good business knowledge

    Method of Application

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