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About the Opportunity

This role requires a dynamic individual who is a Subject Matter Expert in Product Knowledge & Processes, collaborating with the Product Support Leaders and our Business Improvement Managers.

Positioned within the Supply Operations area, the Capability Owner is responsible for managing, maintaining, and updating processes within Levels 0-3 Consultant Support. They will ensure effective management of Product Support technical solutions and the support of in-region and offshore partners in our Product Support functions. 

As a Capability Owner, the individual will engage in complex projects, troubleshoot issues, and offer guidance on best practices. They are expected to stay current in their field, focusing on continuous learning, analysis, problem-solving, and the design and delivery of resources and training plans. Leveraging extensive knowledge of our systems, products, and processes, the Capability Owner drives operational excellence. 

This role can be based in the Brisbane, Sydney or Melbourne head offices.

What you will be doing:

• Handle third level support escalations through a variety of channels, including any support cases raised to you ensuring issues are fully understood and clearly documented.
• Identify trends and identify opportunities to simplify or streamline operational processes
• Work with Supply Business Improvement Managers to assist in creating and validating processes to enhance business productivity through automation and offshoring
• Engage with stakeholders to identify and communicate business risks and opportunities
• Liaise with internal support business to limit duplication and ensure consistency in delivery of knowledge and resources.
• Complete Testing, communications, and deployment of solutions and or content and quantify any impacts to people, process, or systems
• Develop and manage knowledge articles in conjunction with internal stakeholders
• Provide expertise for upskilling of Support & Offshore team members to consistently improve the delivery of consultant support and training

Hours: Monday to Friday office hours - some reasonable out of hours may be required in order to support the business

About you:

• Minimum of 5 years industry experience
• 3+ years experience in this field of expertise
• 1-2 years leadership experience
• Experience working with GDS systems
• Product and system knowledge experience
• Experience content and air distribution
• Multi GDS Knowledge
• Facilitation experience
• Experience in process design and implement /delivery roles
• Experience in business analysis or project management

** Please notify your leader before applying **