Description
Applications are invited from suitably qualified persons to fill the following posts within
the Zimbabwe Revenue Authority (ZIMRA) – an equal opportunity employer. Africans& Diaspora

Duties and Responsibilities
Key Responsibilities
▪ Provide first and second level technical support for Customs & Excise business
applications such as ASYCUDA, ECTS, Single Window, eTIP, and related internal and
external integrations.
▪ Diagnose, troubleshoot, and resolve application incidents and service requests within
established Service Level Agreements (SLAs).
▪ Log, track, prioritize, and resolve support tickets using the issue tracking system,
ensuring timely updates to stakeholders.
▪ Collaborate with end-users and business units to identify application issues and
implement effective solutions with minimal disruption to operations.
▪ Monitor application performance and system health, conducting regular checks to
ensure optimal functionality and reliability.
▪ Identify recurring issues and implement proactive measures and improvements to
reduce system downtime.
▪ Implement application patches, updates, enhancements, and configuration changes in
line with the approved Change Management processes.
▪ Test and validate system updates, new features, and configurations before deployment
to production environments.
▪ Maintain accurate documentation of system configurations, incidents, changes, and
operational procedures to support audit readiness and compliance.
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▪ Ensure applications comply with ICT governance frameworks (COBIT), data protection
regulations, and trade compliance policies.
▪ Identify, mitigate and escalate application security risks, ensuring the protection of
sensitive data and adherence to internal security policies.
▪ Support disaster recovery and business continuity plans by documenting and testing
recovery procedures for applications.
▪ Collaborate with systems development and infrastructure teams to support integrations
with enterprise systems such as SAP ERP, TaRMS, FDMS and Payments Platforms.
▪ Recommend and implement automation and process improvement initiatives to enhance
operational efficiency.
▪ Liaise with third-party vendors and service providers to resolve application-related
issues, manage escalations, and ensure quality service delivery.
▪ Provide training and guidance to end-users, and develop user guides, FAQs, and
knowledge base articles to support effective system use.
▪ Monitor vendor performance to ensure compliance with service agreements and
contractual obligations.
▪ Generate and analyse support reports, system performance metrics, and KPIs to evaluate
the effectiveness of application support services.
▪ Communicate incident updates, system changes, and service improvements to relevant
stakeholders.
▪ Recommend continuous improvements to application support processes based on
operational insights and user feedback.

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Compensation & Benefits
Apprenticeship opportunities
Qualifications and Experience
Job Skills and Competencies
▪ Self- starter with ability to work under pressure and beyond stipulated hours.
▪ Unquestionable integrity.
▪ Good interpersonal and communication skills.
Qualifications and Experience
▪ A Bachelor’s Degree in ICT, Computer Science, Information Systems, Engineering,
Accounting Information Systems or equivalent discipline is required.
▪ At least two (2) years’ experience in working with or supporting enterprise business
systems/applications is required.
▪ Proven experience troubleshooting and resolving application or system incidents in
operational environments is required.
▪ Knowledge of IT service management practices such as ITIL incident and problem
management is mandatory.
▪ Experience working with cross-functional teams and stakeholders, including ICT teams,
business users, vendors, and external partners.
▪ Ability to document incidents, produce reports, and maintain knowledge bases or
operational documentation.
▪ Knowledge or experience of working with Customs & Excise or trade systems will be an
added advantage.
▪ Clean Class four (4) Driver’s license is a prerequisite Apprenticeshipopportunities