RESPONSIBILITIES
Managing Self
1. Takes initiative to identify and address issues before they escalate
2. Manages time and tasks efficiently without constant supervision
3. Owns outcomes and follows through on commitments
4. Adjusts quickly to changing priorities and environments
5. Works independently to achieve goals
6. Assess and focus on high-impact tasks
7. Finds solutions and makes decisions using available resources
8. Seeks feedback and opportunities for self-improvement
9. Keeps stakeholders informed and asks for help when needed
10. Focuses on delivering outcomes rather than just completing tasks
Managing Others
11. Leads and motivates cross-functional teams during development projects
12. Facilitates collaboration and effective communication among team members and stakeholders
13. Provides clear direction, sets expectations, and ensures accountability for deliverables
14. Supports team members' professional growth through coaching, feedback, and knowledge sharing
15. Manages conflict constructively and fosters a positive, inclusive team environment
16. Coordinates resources and schedules to meet project milestones and objectives
17. Acts as a liaison between technical and non-technical teams to ensure alignment and understanding
18. Encourages innovation, continuous improvement, and adoption of best practices within the team
Interacting with Others
19. Utilises tact, diplomacy, and strong negotiation skills to foster positive working relationships and resolve conflicts
20. Actively participates in daily standup meetings, project planning sessions, and other collaborative forums
21. Adapts communication style to suit diverse audiences and situations
22. Provides timely and constructive feedback to colleagues and stakeholders
23. Practices active listening and ensures mutual understanding in all interactions
24. Maintains professionalism and confidentiality in all communications
CUSTOMERS
External Customers / Suppliers
25. Liaises with product vendor regarding bugs and feature requests under guidance
Internal Customers
26. Collaborates with internal teams within the Haz business and DB&T to resolve issues
27. Communicates clearly and effectively with internal teams, customers, and external partners
28. Provides basic product advice and recommendations
29. Refers complex or out-of-scope requests to Product Lead
30. Provides product support and guidance to internal users
31. Participates in cross-functional projects as required
32. Hosts workshops with the business and documents minutes and assigns actions
33. Responds to and resolves customer queries and supports tickets
34. Escalates second-level help desk tickets as needed
35. Provides product demonstrations and user training under guidance
36. Maintains professional written and verbal communication
37. Gathers and documents customer feedback for product improvements
38. Liaises with customers via various communication channels
SUSTAINABILITY
39. Develops understanding of product's role in the processing of Hazardous Waste
40. Works towards becoming a subject matter expert in product deployment for environmental considerations
SKILLS / BEHAVIOUR / EXPERIENCE
Skills
41. Strong Troubleshooting skills - Proficient
42. Informed Decision Making - Proficient
43. Relationship Management - Proficient
44. Effective Communication - Proficient
45. Time Management - Proficient
46. Continuous improvement - Proficient
47. Project Management - Proficient
48. IT Proficiency - Proficient
49. Salesforce Administrator (Admin 201) - Proficient
50. ITIL - Desirable
Behaviour
51. Integrity
52. Adaptability
53. Customer Focused
54. Innovative
55. Self motivated
56. Respect
57. Resilience
58. Decision Making
59. Problem solving
Experience
60. Knowledge of Waste Management or Utilities (desirable)
61. Proven experience in business processes, systems and data
62. Proven experience in systems support
QUALIFICATIONS
Essential
63. 2-3 years of experience in an IT or Salesforce-related role
64. Salesforce Admin 201 (ADX201)
65. Btech / A level (technical or sciences)
66. Understanding of incident, problem change and release management processes
67. Stakeholder management skills
Desirable
68. Experience working with Servicenow
69. Knowledge of the ITIL Service Management Framework
70. Experience working with JIRA
71. Additional Salesforce Certifications (Sales / Service Cloud)
KEY RISKS
(Refer to the specific risk assessments)
LINK / DOCUMENTATION
72. Office Working Risk Assessment
73. Display Screen Equipment (DSE) Procedure .pdf
TRAINING & DEVELOPMENT
Essential
74. Mentoring and coaching on applications and systems
Developmental
75. Discuss with your Manager and People Development Business Partner your areas for development - Product Lead in 3-5 years