About Road Traffic Management Corporation (RTMC)

The Road Traffic Management Corporation (RTMC) is the lead government agency responsible for road safety and traffic management in South Africa. Established in 2005 under the Road Traffic Management Corporation Act of 1999, it functions as a partnership between national, provincial, and local government spheres to eliminate fragmented road traffic services.

Job Purpose:

The User Support Analyst is responsible for the analysis and support of NaTIS software application incidents and data fix requests.

KEY JOB RESPONSIBILITIES:

• Must perform Software user support.
• Ensure that the user log the call.
• Investigate, analyse and resolve system issues logged by users on instruction from the Team Leader: User Support.
• Analyse the issue mentioned in the call.
• Assist the user with the issue – resolve the call telephonically or create scripts for the issue.
• Develop comprehensive database scripts based on assistance from the Senior Analyst: User Support.
• Submit the script to a team member in Road Traffic Management Systems for review and approval.
• Run the approved script and provide feedback to the user, the Senior Analyst: User
• Support and the Team Leader: User Support.
• Test proposed solutions to confirm resolution.
• Ensure that the resolution of the call is logged.
• Assist the Senior Analyst: User Support and the Team Leader: User Support with monitoring compliance with Service Level Agreement.
• Assist in the identification of possible end-user training needs.
• Provide training needs to the Team Leader: User Support.
• Give telephonic support to end users.
• Document repeated calls to identify trends.
• Compile weekly statistical reports and submit to the Team Leader: User Support
• Quality assure team members’ scripts.
• To build value adding relationships with stakeholders.
• To deliver, monitor and continuously improve customer service.
• To continuously develop own personal expertise and drive personal growth.

QUALIFICATIONS AND EXPERIENCE:

• Matric (NQF Level 4) as essential)
• Diploma in SQL (NQF Level 5) / 12 Months certificate as essential.
• 3 – 4 years working experience in Road Traffic Systems.
• Understanding Of Software Development Methodology like Waterfall and Agile.

KEY ATTRIBUTES AND COMPETENCIES:

• Accountability and ethical conduct.
• Quality and deadline oriented.
• Judgment and analytical ability