Product Support

RESPONSIBILITIES
Managing Self

• Takes initiative to identify and address issues before they escalate
• Manages time and tasks efficiently without constant supervision
• Owns outcomes and follows through on commitments
• Adjusts quickly to changing priorities and environments
• Works independently to achieve goals
• Assess and focus on high-impact tasks
• Finds solutions and makes decisions using available resources
• Seeks feedback and opportunities for self-improvement
• Keeps stakeholders informed and asks for help when needed
• Focuses on delivering outcomes rather than just completing tasks

Managing Others

• Leads and motivates cross-functional teams during development projects
• Facilitates collaboration and effective communication among team members and stakeholders
• Provides clear direction, sets expectations, and ensures accountability for deliverables
• Supports team members' professional growth through coaching, feedback, and knowledge sharing
• Manages conflict constructively and fosters a positive, inclusive team environment
• Coordinates resources and schedules to meet project milestones and objectives
• Acts as a liaison between technical and non-technical teams to ensure alignment and understanding
• Encourages innovation, continuous improvement, and adoption of best practices within the team

Interacting with Others

• Utilises tact, diplomacy, and strong negotiation skills to foster positive working relationships and resolve conflicts
• Actively participates in daily standup meetings, project planning sessions, and other collaborative forums
• Adapts communication style to suit diverse audiences and situations
• Provides timely and constructive feedback to colleagues and stakeholders
• Practices active listening and ensures mutual understanding in all interactions
• Maintains professionalism and confidentiality in all communications

CUSTOMERS

External Customers / Suppliers

• Liaises with product vendor regarding bugs and feature requests under guidance

Internal Customers

• Collaborates with internal teams within the Haz business and DB&T to resolve issues
• Communicates clearly and effectively with internal teams, customers, and external partners
• Provides basic product advice and recommendations
• Refers complex or out-of-scope requests to Product Lead
• Provides product support and guidance to internal users
• Participates in cross-functional projects as required
• Hosts workshops with the business and documents minutes and assigns actions
• Responds to and resolves customer queries and supports tickets
• Escalates second-level help desk tickets as needed
• Provides product demonstrations and user training under guidance
• Maintains professional written and verbal communication
• Gathers and documents customer feedback for product improvements
• Liaises with customers via various communication channels

SUSTAINABILITY

• Develops understanding of product's role in the processing of Hazardous Waste
• Works towards becoming a subject matter expert in product deployment for environmental considerations

SKILLS / BEHAVIOUR / EXPERIENCE

Skills

• Strong Troubleshooting skills - Proficient
• Informed Decision Making - Proficient
• Relationship Management - Proficient
• Effective Communication - Proficient
• Time Management - Proficient
• Continuous improvement - Proficient
• Project Management - Proficient
• IT Proficiency - Proficient
• Salesforce Administrator (Admin 201) - Proficient
• ITIL - Desirable

Behaviour

• Integrity
• Adaptability
• Customer Focused
• Innovative
• Self motivated
• Respect
• Resilience
• Decision Making
• Problem solving

Experience

• Knowledge of Waste Management or Utilities (desirable)
• Proven experience in business processes, systems and data
• Proven experience in systems support

QUALIFICATIONS

Essential

• 2-3 years of experience in an IT or Salesforce-related role
• Salesforce Admin 201 (ADX201)
• Btech / A level (technical or sciences)
• Understanding of incident, problem change and release management processes
• Stakeholder management skills

Desirable

• Experience working with Servicenow
• Knowledge of the ITIL Service Management Framework
• Experience working with JIRA
• Additional Salesforce Certifications (Sales / Service Cloud)

KEY RISKS

(Refer to the specific risk assessments)

LINK / DOCUMENTATION

• Office Working Risk Assessment
• Display Screen Equipment (DSE) Procedure .pdf

TRAINING & DEVELOPMENT

Essential

• Mentoring and coaching on applications and systems

Developmental

• Discuss with your Manager and People Development Business Partner your areas for development - Product Lead in 3-5 years