Product Specialist

Product Specialist


Product Specialist

Details of the offer

See yourself being part of a large transformational change This could be the role for you Product Specialist See yourself being part of a large transformational change This could be the role for you Who we are At Iress we believe technology should help people perform better every day Since our beginning in 1993 people across financial services have trusted us to take their performance to the next level From the world rsquo s most established financial brands to new and disruptive players we help improve every aspect of our clients rsquo businesses so that they can work better every day Iress is one of Australia rsquo s largest technology companies and employs more than 1 900 people across Australia United Kingdom South Africa Canada New Zealand and Asia The role The role will require working closely with other team members to drive the team to delivering Winning Steps and facilitate a high performance culture focused on delivering quality delightful client solutions and experiences What you will be doing Coach and assist the frontline team to improve the response capability of client queries with a focus of increasing first line resolutionRespond to complex support queries from frontline teams product specialists and project teams globallyWork with Product and Technology teams on data driven strategies to identify and reduce areas of the application leading to high failure demandFoster the growth of a unified Product Specialist team globallyDrive the ownership of support related items to be a function of Product Specialist and Frontline teams by establishing deeper relationships with our users and clientsActively work with our clients users to understand the nuances in the usage of applicationsPromote a data driven philosophy in the delivery of business cases to Product and Technology that identify and reduce areas of high failure demandUnderstand the journeys and key characteristics of User PersonasAct as a subject matter expert with a high level of curiosity to provide solutions to complex problemsProactively work with frontline team members to improve knowledge and response capabilityReview the quality of communications of frontline team members and coach for improvementContribute to the repository of knowledge base articles and curate for improvements to KCSCollaborate in refinement and work in progress sessions to provide impact analysis of production related issuesAssist in the grooming of the defect and purple card backlog in line with Now Next Later principlesInvolvement in the Community as a moderator of purveyor of specialist knowledgeEnsure best practices are kept in ISC lodgement and triageWork with frontline and development teams globally to ensure escalations and issues are actively responded toPlay and lead role in the adoption and success of a unified global support model What you will need Outstanding Communication Skills including verbal and written formatsProfessional manner when dealing with external partners and clientsInternal communication and the ability to understand multiple stakeholder agendas perspectivesPromote team cohesiveness and foster a collaborative environmentKeep a considered and calm approach during stressful positionsA solid working knowledge of Iress and its applications Xplan Experience with defect tracking software and agile based development platforms such as JIRACritical thinking and problem solvingSelf managed amp self organizedAdaptability flexibility and ability to quickly respond to change Why work with us Competitive remuneration Global opportunities State of the art offices Casual dress flexible work policy Access to learning and development programs 3 days rsquo leave per year for charity initiatives Global 36 hour hackathon Table tennis pool tables meditation rooms Subsidised Myki Up to 26 weeks rsquo paid parental leave for primary carers up to 4 weeks for secondary carers and the ability to work part time when returning to work Employment TypeEmployeeTime TypeFull time

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