Service Development Specialist - Riyadh, المملكة العربية السعودية - Zakat, Tax and Customs Authority

وصف

• Jobholders at this level carry out specific tasks independently but are subject to close supervision. They contribute to the completion of required simple operational tasks; they communicate with taxpayers to obtain clarifications on raised issues and they meet with operations' end users to fill related development requests. They research, collect and analyze information, draft reports and documents, participate in specific meetings and develop their own professional expertise
  
  

• Remain abreast of the latest application development and changes in ZATCA's taxpayers' operations and services to anticipate and align needed support activities and coordinate with IT functions to set priorities
• Participate in workshops with Operations division / departments / sections to ensure awareness of new changes in processes and IT systems
• Conduct meetings and awareness sessions with relevant operational functions to engage with end users and expedite service development initiatives
• Consolidate taxpayers and business users' raised issues to analyze needed improvements
• Assess and analyze CPU remedy tickets to identify gaps and needs
• Gather and prioritize business users' requirements in order to create development plans, and accordingly draft initial requests (IRs) to enhance business solutions
• Analyze business/ functional requirements in order to define basic technology enablement needed and assist IT functions in developing the Business Requirements Document (BRD) describing in full detail all the processes that should be implemented in order to meet specification
• Prepare and review performance reports in order to prepare application support reports with recommended improvement actions
• Assess and analyze root causes of issues and incidents sent by IT functions, investigate grey areas and align with IT functions to gain full understanding
• Work closely with IT teams to ensure the technical feasibility of designs, to build detailed specifications and to resolve development issues
• Manage the proper implementation of service development ongoing projects (identify and document relationships in project activities, ensure proper communication with project stakeholders, evaluate resources and duration, etc.) and ensure proper follow up on project stakeholders' requests
• Execute development and documentation standards and procedures to establish record of changes and ensure consistency throughout various development projects
• Respond to Zakat and tax daily operational issues and challenges from technical and business perspective and coordinate with IT department for resolution
• Conduct UAT activities, Rollout plans and waves to ensure that business applications are aligned with business requirements
• Develop reports on performance, highlight observations and communicate improvement opportunities with relevant stakeholders
• Develop reports and statistics based on issues' types to support decision making in future service improvement plans
• Coordinate with relevant operational support areas to ensure improvement actions related to Zakat and tax services are being implemented
• Follow-up on project requests submitted to IT & digitalization and align on completion dates and expected milestones
• Follow all relevant policies, processes and standard operating procedures so that work is carried out in a controlled and consistent manner
• Help in solving escalated problems and provide needed support for junior team to ensure work is carried out in an efficient manner
• Escalate complex problems to the relevant person to ensure cases/issues are closed properly
• Perform other duties as requested
• Train junior staff on the different job activities to ensure transfer of know-how, when applicable
• Provide clear direction, prioritize tasks, assign and delegate responsibility, and monitor the workflow of subordinates/ junior staff
• Support junior staff or direct reports in order to execute their duties according to set policies and processes
  
  

• Bachelor's degree in Business Administration or equivalent is required
• 0-2 years of relevant experience