Product Experience Analyst - MYOB Practice Management (MPM)

Job description

We’re a leading business management solution with a core purpose: helping more businesses in Australia and New Zealand start, survive and succeed. At MYOB, we believe what’s good for one business is good for all business—and for all of us. Whether you support them, work for them, or dream of building your own, when businesses run smoothly, everybody feels it. Owners, employees, customers, suppliers—even families. That’s why we’re here: to give every person in business the tools they need to focus on what really matters and do Big Things—whatever big looks like for them. And for you? Joining MYOB means being part of that impact. It means using your skills to help businesses thrive, shaping the future of work, and growing alongside the people and communities we support. Because while we’re the business of software, we’re really in the business of people. And that makes MYOB Everyone’s Business. **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.