Supervisor, Business Application Support

Kenya Revenue Authority (KRA) is seeking a Supervisor, Business Application Support to join its Information Systems team in Nairobi. Vacancy No. S/B/10/25. This is a permanent & pensionable appointment, subject to successful completion of a six (6) month probationary period.

Key Job Information

• Position: Supervisor, Business Application Support
• Location: Nairobi, Kenya
• Employment Type: Permanent & Pensionable (subject to 6 months probation)
• Experience Level: Mid-level (minimum 3 years relevant experience)
• Remuneration: As per KRA salary structure
• Vacancy No.: S/B/10/25

About Kenya Revenue Authority (KRA)

The Kenya Revenue Authority (KRA) is the principal government agency responsible for tax administration and revenue collection that supports national development. KRA is committed to digital transformation, data security and continuous improvement in service delivery. The organization champions professionalism, accountability and efficiency while leveraging modern information systems to enhance taxpayer experience and operational effectiveness.

As part of its strategic IT function, KRA places emphasis on secure, standards-compliant systems (including ISO 9001:2015 and ISO 27001:2013 frameworks), integration best practices and robust incident management. The Supervisor, Business Application Support will join a collaborative team focused on maintaining high availability of business applications, driving systems change requests (SCRs) through governance, and translating business needs into resilient technical solutions.

Job Description

The Supervisor, Business Application Support will lead a team responsible for operational support of business applications and integrations used across KRA. The role focuses on troubleshooting system incidents, managing the SCR lifecycle, documenting business requirements, and training users to achieve reliable system performance and seamless business operations. This role reports to the Assistant Manager, Business Application Support and plays a pivotal part in ensuring systems meet business functional and non-functional requirements while aligning to compliance and data security standards.

Key Responsibilities

• Supervise staff to ensure implementation of approved Systems Change Requests (SCRs) and lead resolution of complex technical issues.
• Coordinate SCR approval processes to ensure required stakeholder sign-offs and timely progression through change governance.
• Troubleshoot reported system and integration issues, working with technical teams to restore normal service and minimize business impact.
• Translate business functional and non-functional requirements into clear technical requirement specifications and System Use Cases (SUCs).
• Review technical requirements and SUCs with stakeholders to validate completeness, testability and operational viability.
• Develop high-level system design models and submit artifacts for peer review and quality assurance.
• Provide timely assistance and first/second-line support to internal customers, addressing system-related queries and incidents.
• Prepare and present general reports to stakeholders on incident trends, SCR status, system performance and risk items.
• Ensure conformance with ISO 9001:2015 and ISO 27001:2013 standards and uphold data security requirements during changes and operations.
• Perform general duties assigned by management to support departmental objectives and continuous improvement initiatives.

Required Qualifications

• Bachelor’s degree in Information Systems, Computer Science or a related field from a recognized institution.
• Proficiency in computer applications and familiarity with business application support tools and ticketing systems.
• At least 3 years of relevant work experience in application support, systems analysis or an equivalent technical role.
• Demonstrated experience translating business requirements into technical specifications.
• Strong troubleshooting, analytical and problem-solving skills with evidence of handling system incidents and integrations.

Preferred Qualifications

• Membership to a relevant professional body (added advantage).
• Certification in any of the following: ITIL, Certified Business Analysis Professional (CBAP), or Project Management.
• Experience working within regulated environments or large-scale public sector IT programmes.
• Familiarity with systems design modelling, integration patterns (APIs), and change management processes.

Key Competencies

• Excellent communication and interpersonal skills for stakeholder engagement and user training.
• Strong decision-making, innovation and resilience under pressure.
• Effective time management and ability to prioritize competing incidents and SCRs.
• Risk management and analysis capability, with ethical judgement and professionalism.
• Commitment to data security, compliance and quality management standards.

Benefits and Compensation

The remuneration package is aligned to the Kenya Revenue Authority salary structure and includes pensionable terms. KRA offers a stable public-sector benefits programme, opportunities for professional development, and a chance to work on high-impact national systems. Additional benefits and allowances will be as per KRA policy.

How to Apply

Interested candidates should apply using the Apply Now button below.

Application steps (summary):

• Register at https://erecruitment.kra.go.ke/login and complete the email confirmation to activate the account.
• Log in to the Applicant Cockpit, create or update the Candidate Profile under the “My Profile” tab, and ensure all mandatory fields are completed.
• Navigate to “Employment Opportunities” > “Job Search” > click “Start”, select the job posting and click the “Apply” button to submit.
• Review and accept the Data Privacy Statement, then click “Send Application Now” to complete submission.

For application assistance or queries, email [email protected]. KRA does not charge any fee at any stage of the recruitment process (application, shortlisting, interviewing, or offer).

Equal Opportunity & Security

KRA is an equal opportunity employer committed to diversity, inclusion and merit-based recruitment. Candidates will be required to comply with KRA vetting and security procedures relevant to the role.