Product Analyst

**Introduction**:
About CES

We believe there is a better way to recycle that positively impacts individuals, communities, and the environment.

Our mission is to increase recycling rates, rid the world of drink container litter, and empower community participation in an accredited circular economy.

We provide services and technology to enable the circular lifecycle of a drink container, from purchase to collection, through to recycling and remanufacturing. Our services include IT technology, payments, brand experience, customer support, and materials trading.

Container Exchange Services (CES) is a joint venture between Coca-Cola Europacific Partners and Lion that was established to provide scalable and sustainable solutions for Container Deposit Schemes (CDS) in Australia and around the World. We power one of Australia’s largest recycling programs: Containers for Change.

As an organization, we are in our fifth successful year of operation having grown rapidly in revenue and people. The business is undergoing massive growth through our existing recycling schemes and expanding into new states.

**Description**:
**About the Role**:
This role is part of a product team supporting Point Of Sale requirements for our clients (Drinks Container recycling schemes) and reports to the Product Manager (POS). Your primary focus on starting will be to learn your product area in depth, to be able to provide L3 support; over time you will pick up project responsibilities.

You will take the lead on hypercare for releases - reviewing bugs, prioritizing and ensuring resolution via internal teams.

When you progress to project work, you will work within an assigned sprint team to deliver product increments that span a variety of business functions, whether introducing operational improvements, furthering our technical capabilities, or enhancing our customer experience.

This role is a rare opportunity for an experienced technical support analyst who is keen to build business analyst skills or a junior business analyst wanting to further their career in product - our collaborative and experienced product team will support your development.

**Key Responsibilities**:

- Support the major incident response team for P1 and critical incidents
- Resolve L3 incidents as required within SLA targets
- Continuously automate or drive simple or repeatable tasks into the Tech Support team (L1/L2)
- Interact with customers and internal stakeholders to understand, document and analyse their business requirements (non-functional and functional requirements)
- Conduct discussions with product owner and/or business partners (i.e. Internal Stakeholders, Scheme and POS scheme participant users) to understand current process, technologies and systems, the root cause of problems and then brainstorm solution scenarios (Gap and impact analysis)
- Transform user stories into detailed business requirements & solution designs
- Identify any risks with proposed solution designs and changes
- Obtain sign-off from stakeholders on solution design and conduct usability testing
- Liaise with developers and system architects to ensure the system is developed/ implemented per the solution design
- Change management:

- Develop strategy and introduce technology to increase user adoption including user manuals, self-help guides, self-onboarding tools
- Produce training manuals and user documentation to support newly adopted systems, technology, or procedures.
- Support Product manager or product owner as part of release and handover to BAU
- Update and maintain POS Product Operating manuals (Process flows, library, and glossary etc) in Confluence

**Skills and Experiences**:
**About you**:

- 2-3 years’ experience working in a technical support role (L1 or L2 service desk), with experience handling support tickets, or prior experience as a Product Analyst or a junior Business Analyst.
- Experience working in an Agile environment, with an understanding of the software development lifecycle.
- Strong communication skills, both written and verbal
- Ability to multitask, and work under pressure at times (eg when priority tickets come through)
- Solutions focused, with a can-do attitude and a continuous improvement mindset
- You have a strong interest in product and product development
- Ability to be flexible and manage changing priorities effectively
- Any of the following would be bonuses but not required:

- Ability to write user stories
- Experience working with point of sale systems, API’s or databases (eg SQL)
- Experience with Jira and/or Confluence
- Excellent verbal/written communication and data presentation skills, effectively communicating with both business and technical teams
- Tertiary qualification in a relevant area Eg BSc Computer Science or Information Systems.

Why work with us?
- You’ll have the opportunity to build your skills and learn about our different domains and technologies
- We are an IT-led organisation, with a high per