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