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About the Opportunity

Supply Tech (formally Supply PM&E) are looking for a Product Specialist. This is a level 4 support role that focuses on being a specialist in the technology that supports our Hotel, Car and Insurance products. As our Product Specialist within Supply Tech, you'll be focused on ensuring all support queries are acknowledged, resolved or followed up within the SLA timeframes. 

Your responsibilities include identifying root cause of issues, analysing support queries to identify trends and areas of improvement, developing ongoing knowledge articles and communicating with customers across all levels of the organisation as well as internal and external service providers. 

This position is for 12 months to cover parental leave.

 

Day to day:

• Perform and/or monitor system administration tasks to ensure products align with policies, procedures, and internal controls
• Ensure all support queries are acknowledged, resolved, or followed up in a timely manner
• Ability to identify root cause of issues and resulting correction of product related issues
• Analyse support queries to identify trends and areas of improvements – driving the delivery of the continuous improvement culture in the services and systems that are provided
• Develop ongoing knowledge articles for the supported applications
• Responsible for the documentation of business requirements and process flows supporting product development
• Ability to work closely with customers across all levels of the organisation as well as other internal and external service providers
• Development of test cases in alignment with overarching product test strategy and responsible for the overall execution of tests and management and reporting of test outcomes
• Development and release of product release notes that are specific based on the impacted user group through your thorough understanding of current state processes
• Development of support handover plans to assist transitioning from project delivery to business-as-usual state
• Undertake training on nominated applications to develop user proficiency and knowledge of systems, across business and support resolver groups
• Responsible for timely, accurate and tailored communication to business stakeholders and users that can be readily understood. The role will shadow the Onboarding Product Owner to enable:
  • Prioritisation of product backlog based on strong understanding of business pain points and initiatives
  • Responsibility for project delivery with development of plans to support both technology and business initiatives 

 

You'll be perfect for the role if you have:

• 2-3 years of experience in or exposure to product development
• Experience in business analysis methodologies, documentation of business requirements, business process, training documentation and support artifacts
• Proven project delivery experience with solid understanding software delivery lifecycle
• Experience in ITIL with the delivery of support services to the business Experience in data mapping and transformation to support integration of systems - Highly desirable
• Degree, certification, or 2+ years’ experience in IT, Business Analysis, Project Management or similar

 

** Please advise your leader before applying **