Journey Expert

Job Description

As 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