Terms of Service: Permanent & Pensionable upon successful completion of six(6) months probationary period
Remuneration: As per KRA salary structure
Key Highlights
The Assistant Manager - Business Intelligence Platform Engineering reports to Manager – Service Desk
Job Purpose
The Job holder shall be responsible for managing shared services, central planning and ensuring service request fulfillment.
Duties and Responsibilities
- 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.
- Gather information on system disruptions and resumptions through Hotspot reports & business contacts and heads of the divisions and submit requisite reports to management.
- Review the unit’s Key Performance Indicators (KPIs), procedures and processes to guarantee their relevance as well as ensure continual improvement.
- Coordinate with other business sections on resolutions of issues and oversee IT related requests are efficiently handled and monitored until resolved to satisfaction of the users.
- Generate unit’s monthly reports that show trends incidents, compliance to Service Level Agreement (SLAs) and achievement of KPIs and coordinate corporate initiatives within the unit such as Audit, Integrity, QMS and Risk Management.
- 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 management while managing staff performance, set KPIs and ensure adherence to internal standards.
- Ensure compliance to ISO (9001/2015 and 27001/2013) and data security requirements.
Person Specifications
For appointment to this job, the candidate must have:
- Bachelor’s Degree in any of the following disciplines: - Computer Science, Information Communication Technology, Business Information Technology, Computer Forensics, Intelligence management or relevant and equivalent qualification from a recognized Institution
- Four (4) years relevant work experience, one (1) of which must be at Supervisory level.
- 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).
The post holder should have at least one of the following preferred certifications
- Microsoft SharePoint Administration.
- Project Management e.g. Prince2, PMP, MCSE.
- CompTIA A+, CompTIA N+.
- Membership to a relevant professional body where applicable
- Management Course lasting not less than four (4) weeks from a recognized institution, will be an added advantage.
- Proficiency in Computer Applications.
- Shown merit and ability as reflected in work performance and results.
Technical / Functional Skills
- Help Desk Support, Ticketing Systems and VPN Client.
- Implementation and administration of Virtual Desktop Infrastructure (VDI).
- LAN troubleshooting and support.
- Inventory Management and asset tracking and procurement and vendor management.
- Security and Data Governance.
- Asset Reporting and Analytics and Asset Life Cycle Management.
Key Competencies
- Innovative thinking
- Organizational skills
- Resilience and Adaptability
- Critical Thinking and Problem-Solving
- Customer-Centrism Approach
- Professionalism, Ethical Judgment and Integrity
Job Application Guidelines
Registration:
- Go to https://erecruitment.kra.go.ke/login and then click on the ‘Register’ button to start the application process.
- After registration, you will receive an email enabling you to confirm your email address and complete your registration.
Log on:
- After registration go to https://erecruitment.kra.go.ke/login
- Key in your username and password then click on ‘Log in’ to access your account.
- After successful log in, the system will open the ‘Applicant Cockpit’.
Candidate Profile (To create or update applicant detail):
- On the ‘Applicant Cockpit’ page, go to the tab ‘Candidate Profile’.
- Click on ‘My Profile’ to create and update your profile.
- Follow the instructions to complete your profile.
- The process will end by clicking the tab “Overview and Release”.
- Ensure you click the check box on the page to complete the profile.
Application process:
- To view the open job postings, click on the tab ‘Employment Opportunities’ on the ‘Applicant Cockpit’ page.
- Under the heading ‘Job Search’ click the ‘Start’ button to view all available vacancies.
- Click on the Job posting to display the details of the position.
- To apply for the position, click ‘Apply’ button at the top of the page.
- Follow the instructions to complete and submit your application.
- Kindly note that all mandatory fields must be completed.
- To complete the process of application, click the ‘Send Application Now’ button after reviewing and accepting the ‘Data Privacy Statement’.
In case of any challenges, please send your email query to isupporthr@kra.go.ke
If you experience any delay in receiving an email notification at the end of the e-recruitment registration process, please refresh your email. In case of any challenge, please send your query to isupporthr@kra.go.ke
Kenya Revenue Authority does not charge any fee at any stage of the recruitment process (application, shortlisting, interviewing, and/or offer)
