SOUTH AFRICAN REVENUE SERVICES (SARS)

 

 

 

COORDINATOR: PROBLEM MANAGEMENT (FTC) 

Position Reports to: Ops Manager: Incident and Problem Management  

Division: Strategy Enab & Modernisation

Location:Head Office Pretoria

Advert Closing Date: 15 May 2026

 

About the Position

SARS is looking for a determined problem analyzer. The individual must be a goal driven professional with a proven record in Identifying and investigating IT related problems. The organization is in search of a well-organized and solutions driven problem analyst, to conduct the root cause analysis and identify suitable solutions to ensure availability and reliability of applications, services, infrastructure, and platforms. He/she should have a good understanding of the incident, problem, change and release management processes, with the great ability to produce known errors.

 

Job Purpose

To facilitate and coordinate the management of high severity incidents and the investigation of the cause of problems.

 

Education and Experience

 

Minimum Qualification & Experience Required

National Diploma (NQF6) in Information Technology AND 2-3 years' experience in an Information Technology environment, of which 1-2 years is at knowledge worker level.

ALTERNATIVE#

Senior Certificate (NQF4) AND 5 years’ experience in Information Technology environment, of which 1-2 years is at knowledge worker level.


 

 

 

Job Outputs:

Process

  • Be observant and engage on possible violations of procedures and standards of conduct and escalate where necessary.
  • Take accountability for delivery of contracted work outputs within agreed parameters, quality standards and client service targets.
  • Plan and organise own work tasks within area of work.
  • Report on transactional activity progression within set guidelines to provide timely information for decision making in area of accountability.
  • Ensure quality of work content, quick turnaround, prioritise, minimise mistakes and continuously improve quality, service and standards.
  • Communication of transactional outputs and queries in area of work.
  • Deliver on contracted performance objectives according to set procedures and agreed service level agreements. 
  • Embrace change initiatives and positively contribute to the success thereof within area of accountability.
  • Identify problems, apply known solutions in line with procedures or guidelines and escalate unresolved problems.
  • Plan and organise own work in an effective and efficient manner to reach agreed performance objectives.

 

Governance

  • Comply with and adhere to identified governance and compliance standards and escalate problems for investigation and resolution.

 

People 

  • Drive own performance and development in order to achieve and improve work outputs in line with required response time, quality and service delivery standards.
  • Continuously assess own performance, seek timely and clear feedback and request training where appropriate.

 

Finance

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

 

Client

  • Ensure own understanding and adherence to customer service delivery in order to meet or exceed customer expectations.
  • Contribute to a culture of service excellence, which builds positive relationships and provides opportunity for feedback and exceptional service.

 

Behavioural Competencies

  • Accountability
  • Honesty and Integrity 
  • Fairness and Transparency
  • Trust
  • Respect
  • Problem Solving and Analysis

 

Technical Competencies

  • Computer Literacy
  • Functional Policies and Procedures
  • Business IT Systems
  • IT Strategy and Planning
  • System Thinking
  • Standard operating procedure compliance

 

Compliance Competency

  • GOC Confidential

 

Employment Equity

The Employment Equity policy of SARS will be considered as part of the recruitment and selection process and Persons with Disabilities are encouraged to apply. Successful candidates will be required to undertake an oath of secrecy, pre-employment screening, case study, pre-assessment, psychometric assessment and or vetting, and a declaration of private interest. The appointment is also subject to appropriate reference(s) and security clearance where applicable.

 

PLEASE APPLY HERE