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  • Application deadline: 3 weeks

    Applications Support

    U
    URA (Uganda Revenue Authority)

    FULL_TIME • NA

    Job description

    Supervise, implement solutions and resolve application and system issues that arise across a business area aimed at service availability, improvement of end user capabilities, experience / engagement with critical business applications and driving required system changes.

    Principal Accountabilities:

    1. Implement application support based on departmental initiatives to comply with best practices in IT Service management.

    2. Recommend improvements to processes and systems to increase service availability and reliability.

    3. Implement the approved IT Support services, policies and procedures to ensure smooth running of business operations.

    4. Implement activities designed to guarantee the Resilience of Critical Business Applications so as to minimize system down time.

    5. Profile and manage communications and Stakeholder interests within the business area to build and sustain suitable working relations.

    6. Plan and manage the performance and development of staff under supervision so as to improve their productivity

    Essential Requirements:

    1. An Honor’s Bachelor’s degree in; Computer Science, Software Engineering, Information Technology, Engineering from a recognized academic institution.

    2. At least three (03) years’ experience in either; System Development, System Analysis and Testing, or System support experience in IT business applications from a reputable organization.

    3. Certification in Service Management ITILv4

    4. An impeccable record of integrity.

    Desirable Requirements:

    1. Certifications in Project Management such as Prince 2 or PMP

    2. Development Certifications (such as Java Certification Professional, Microsoft Certified Developer (MCSP)) and/or Data Base Certifications such as Oracle Certified Professional (OCP) Microsoft Certified Systems Data Base Administrator (MCSDBA), CompTIA+, CCNA, Linux+

    Knowledge Experience:

    • Experience of using an IT Service Management system to manage, allocate and monitor support tasks.

    • Customer service and relationship management

    • Proven experience in supervising teams of more than two people

    • Knowledge of application programming

    • Intimate knowledge of URA’s computing systems

    • Knowledge of system design and analysis

    Specific Skills & Attributes:

    You should be able to demonstrate.

    • The ability to develop, communicate the vision, motivate and influence a team of professionals towards the realization of a team’s mandate

    • The ability to coach, mentor and guide the professional growth of staff under supervision

    • The ability to assimilate new support tasks, while retaining and developing established ones

    • The ability to work within a changing business and technical environment

    • The ability to deal with confidential and sensitive information with tact and discretion

    • The ability to work with staff at all levels in a manner which does not bring disrupt to the rest of the team

    • The ability to explain complex ideas to those with limited IT and systems knowledge

    • Excellent interpersonal and communication skills.

    • Strong conceptual, problem diagnosis and decision-making skills

    • Excellent analytical ability and attention to detail

    • Creativity and innovation capability

    • Excellent systems analysis as well as knowledge and interest in emerging technologies

    • Technical competence and proven troubleshooting skills

    • Listening ability and patience

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