Product Experience Analyst - MYOB Practice Management (MPM)

Position: Product Experience Analyst – MYOB Practice Management (MPM)
The Role
-  Responsible for providing real-time guidance and support to Customer Experience team members and provide feedback for coaching and training opportunities
-  Resolve complex MPM cases beyond standard frontline support through independent diagnosis across data, workflow, integrations, reporting, and product behaviour, bridging support, backend investigation, and controlled data correction.
-  Collaborate extensively with internal partners such as Product Manager, Account Managers, Development Teams, Professional Services and other Practice Customer Experience team members.

What We'd Like to See From You
Knowledge
-  In-depth expertise in the MYOB product suite, customer workflows and internal processes.
-  In-depth understanding of the MPM (MYOB Practice Manager) product, workflow, SQL and data model, systems and processes. 
-  Knowledge of SQL and the agile framework.
-  Significant experience resolving problems in SOAP and REST API’s

Experience & Expertise
-  Minimum 12 months experience within MYOB contact centre environment
-  Expert knowledge and understanding of MYOB tools and systems, including CRM, Jira, Confluence, and the Microsoft Suite
-  Experience and high-level skills in MPM SQL database investigation and data model knowledge, data integrity and backend issue resolution
-  Functional knowledge of MPM modules, MPM Reporting domain knowledge
-  Demonstrable ability to train / mentor complex technical concepts

Other Skills
-  Flexibility, prioritisation and time management skills, ability to multitask and be multi skilled across the range of modules.
-  Understanding of the fundamentals of the SaaS environment and exposure to supporting, implementing and training a SaaS based product.
-  Demonstrated ability to communicate well in both written and verbal format. 
-  Ability to effectively communicate to internal and external stakeholders
What else do you need to know? 
You'll be part of a highly engaged, hardworking team who are doing amazing things, collaborating across multiple teams and providing VIP customer service! 
-  Work closely with internal partners such as Product Specialists, Account Managers, Development Teams, Product Managers, Professional Services and other Customer Experience team members.
- The salary for this role is $90,000 base + Superannuation.

Our Culture & Benefits  
At MYOB our values are at the heart of everything we do. If you want to work and collaborate where opinions are valued, and your ideas can make a difference, come to a place where Your Work Matters.   
🎥 See what it's like to work at MYOB and what we're all about. 
 
🟣Enjoy a flexible, hybrid workplace that brings balance to how you work, all of our centrally located offices come together for a number of in-person celebrations and social events 
🟣Set up your home office with a little financial help from us, and take advantage of great corporate discounts and vouchers from top retailers 
🟣Benefit from our partnership with Sonder, which supports the wellbeing of our team members 
🟣Unlock your potential via in-house training and programs, LinkedIn Learning, conferences and study assistance  
🟣Access to a variety of leave options available to support your wellbeing, including up to an additional four weeks of purchased leave, generous parental leave, domestic violence leave, transgender leave, community leave, study leave, and more 
🟣Join our communities, built around ‘Wellness’, ‘Belonging’ and the ‘Planet’ where you can make a meaningful contribution  
 
At MYOB, we’re all about embracing difference and backing people to be their true selves. We’re proud to be an equal opportunity employer and big believers that the best hires don’t just fit our culture — they add to it. That means bringing your unique contributions, lived experiences, and fresh perspective to the table.
 
Love the sound of MYOB and this role but don’t tick every single box in this ad? Apply anyway! Studies show that women and underrepresented groups often hold back if they don’t meet every requirement — but we want to hear from you. 
 
We’re proud to be a Circle Back Initiative Employer and we commit to responding to every applicant.