The Malawi Revenue Authority (MRA), an organization entrusted with the assessment, collection, and accounting for tax revenues for the Malawi Government is inviting applications from versatile and suitably qualified candidates to fill the above vacant position in ICT Division.

Overall Objective

To carry out support activities for business systems to ensure that incidents are resolved within SLAs and ICT service requests are delivered within SLAs and to facilitate in the improvement of business systems.

Main Responsibilities

• Resolving incidents for Business Systems within ICT SLAs.
• Delivering service requests from users for Business Systems within ICT SLAs.
• Contributing in problem management sessions for business systems to ensure that recurring issues are permanently dealt with.
• Monitoring and reporting availability of business systems for user accessibility and timely take corrective actions where required.
• Compiling and keep track of granted user rights to business systems and ensure that documentation is properly kept.
• Enhancing business process automation through appropriate upgrades and process improvements.
• Participating in assigned projects activities such as Requirements Gathering, User Acceptance Testing, Training and Deployment of Business Systems.
• Adhering to set standards, processes and procedures in ICT Service Management
• Participating in implementation of Change Requests for Business Systems for effective systems support.
• Compiling and submit weekly reports to the line Manager
• Compiling data for periodic reporting of ICT SLAs for monitoring performance.

Qualifications and Experience

• Minimum of Bachelor’s Degree in Computer Science or Information Technology or Business Information Systems or any ICT related fields.
• At least two (2) years’ experience
• Certification in Information Technology Infrastructure Library (ITIL) or Certification in Microsoft Products is an added advantage.

Attributes and Competencies

• Excellent Analytical and problem-solving skills
• Effective Planning and organizing skills
• Good Interpersonal skills
• Excellent Communication skills
• Ability to manage time

Competencies

• Test Competency

Successful candidates before being appointed will undergo an extensive background check of their integrity. Only when the vetting exercise is favourable shall the Authority make the appointment.

• Resolving incidents for Business Systems within ICT SLAs.
• Delivering service requests from users for Business Systems within ICT SLAs.
• Contributing in problem management sessions for business systems to ensure that recurring issues are permanently dealt with.
• Monitoring and reporting availability of business systems for user accessibility and timely take corrective actions where required.
• Compiling and keep track of granted user rights to business systems and ensure that documentation is properly kept.
• Enhancing business process automation through appropriate upgrades and process improvements.
• Participating in assigned projects activities such as Requirements Gathering, User Acceptance Testing, Training and Deployment of Business Systems.
• Adhering to set standards, processes and procedures in ICT Service Management
• Participating in implementation of Change Requests for Business Systems for effective systems support.
• Compiling and submit weekly reports to the line Manager
• Compiling data for periodic reporting of ICT SLAs for monitoring performance.

• Excellent Analytical and problem-solving skills
• Effective Planning and organizing skills
• Good Interpersonal skills
• Excellent Communication skills
• Ability to manage time

• Minimum of Bachelor’s Degree in Computer Science or Information Technology or Business Information Systems or any ICT related fields.
• Certification in Information Technology Infrastructure Library (ITIL) or Certification in Microsoft Products is an added advantage.