Job Description

Job Advertising InstructionsPlease Note: Although this position functions as a Business Analyst, the internal title will be \'Journey Expert\'.About the roleAt ANZ, we\'re shaping a world where people and communities thrive, driven by a common goal: to improve the financial wellbeing and sustainability of our millions of customers.As part of Home Loans, Delivery & Transformation team, 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.Our goal is to bring this vision to life by designing, producing and managing a straightforward range of home loans products. Where our customers and bankers are supported by simple and automated processes within easy-to-use systems.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.What will your day look likeAs a Journey Expert, you will be:

• Investigating and resolving Q production application issues - troubleshoot and fix problems that arise in the day-to-day operations, ensuring the Q Platform remains stable and available
• 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
• Providing subject matter expertise - using your knowledge of business and Q system to contribute to the development and continuous improvement of Q
• Defining business requirements for technical developers, translating business needs into technical requirements that developers can use to create and modify the application
• Maintaining and managing asset documentation
• Documenting business impact assessments

What will you bring?To grow and be successful in this role, you will ideally bring the following:

• A minimum of 3 years\' tangible experience across production support and delivery functions and business analysis - experience in supporting automation or digital applications is highly desirable
• 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
• 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

So, why join us?From the moment you join ANZ, you\'ll be doing meaningful work that will shape a world where people and communities thrive.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, opportunities, and support you need to take the next big step in your career.We\'re a diverse bunch at ANZ in different roles, different locations, doing different things. That\'s why we have a range of flexible working arrangements, so our people can \xe2\x80\x9cmake work, work for them\xe2\x80\x9d. We also provide a range of benefits including access to health and wellbeing services and discounts on selected products and services from ANZ and more.At ANZ you\'ll be part of an organisation where the different backgrounds, perspectives and life experiences of our people are celebrated. That\'s because we\'re committed to building a workplace that reflects the diversity of the communities we serve. We welcome applications from everyone and encourage you to talk to us about any adjustments you may require to our recruitment process or the role itself. If you are a candidate with a disability or access requirement, let us know how we can provide you with additional support.Job Posting End Date14/05/2024, 11.59pm, (Melbourne Australia)

ANZ