Journey Expert, Production Support

**Req ID**: 66422
**Department**: Initiatives and Delivery Cluster
**Division**: Australia Retail
**Location**: Melbourne
About the role

At ANZ our purpose is to shape a world where people and communities thrive. We're making this happen by improving the financial wellbeing and sustainability of our customers so they can achieve incredible things
- whether they're buying a home, building a business or saving for things big or small.

We provide our Home Loan customers with great experiences by offering easy-to-use products and services. We are passionate about simplicity and meeting customers' needs now and in the future.

As a Journey Expert in the Q Production Support squad, your main priority is to help ensure the Home Loan Operations team is supported in the use of Q and the platform is well managed. This may require providing day to day support to the Home Loans Operations team on the usage of the service, managing incidents that occur in a timely manner, minimising disruption to the business and our customers, to facilitate the operation of a well-managed business. Additionally, you will be responsible to monitor system performance and complete trend analysis, to help identify continuous improvement opportunities for the Q Platform, help prioritise the backlog and to drive and implement solutions that create business benefit. Along with also leaning into the ensuring production support is considered for future development and to support the smooth the transition of new features into production.

Our Journey Expert roles offer you not only the flexibility and variety within the realm of Production Support, but also the opportunity to take on additional responsibilities outside of this domain. You may be asked to contribute your skills to other teams that support different aspects of the Home Loans business, providing you with a chance to develop a broader understanding of the industry and develop new skills. Rest assured that ongoing guidance and support will be provided as you take on these additional responsibilities.

The successful applicant will be open to contributing to and supporting any of the below activities:
Autonomously triaging and managing incidents raised by users and ensuring timely resolutions - including the completion of root cause analysis, design solution, stakeholder communications and governance activities
Providing coaching support to the Home Loans Operations team on service usage
Working closely with technical system analysts on monitoring and daily health checks of the system
Identifying continuous improvement opportunities through trend analysis
Maintaining and managing asset documentation
Documenting business impact assessments
Supporting and coaching other squad members with resolution of incidents

**Role Location**: 833 Collins Street, Docklands VIC
**Role Type**: Permanent, Full time

What will you bring?

To grow and be successful in the role, you will ideally bring the following:
Demonstrable capabilities in problem solving, adept at identifying, analysing and issue resolution, you can find clear paths through ambiguity and making decisions within broad direction and boundaries
Skilled in analysing data to identify trends, perform root cause analysis and support fact-driven decision making
Proven ability in optimising business processes and systems to reduce the need for production support and to enhance that enhance the performance and usability
Excellent interpersonal, active listening and influencing skills - you need to be comfortable asking questions, raising concerns, and constantly thinking about our Operations teams and customers
A strong execution mindset and ability to deliver quality outputs and resolve incidents within required timeframes
A passion for user experience in shaping solution design outcome
Experience in translating requirements into user stories and acceptance criteria
Ideally, exposure to home lending or related financial services domains and systems
Proactively identifying and assessing risks and complying with risk management processes and policies

You're not expected to have 100% of these skills. At ANZ a growth mindset is at the heart of our culture, so if you have most of these things in your toolbox, we'd love to hear from you.

So, why join us?

As a Purpose-led bank, we've committed to delivering commercial and societal outcomes across environmental sustainability, financial wellbeing and household affordability. We deliver these sustainability commitments with our customers, in our business and across the communities where we operate.

But it's not just our customers who'll feel your impact. You'll feel it too. Because at ANZ, you'll have the resources and community you need to take the next big step in your career, towards even bigger things in the future.

We offer a range of benefits tailored to the countries in which we operate including Health and Wellbeing programs and flexible working arrangements.

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