Product Experience Analyst - MYOB Practice Management (MPM)

MYOB; Melbourne; Hybrid; AUD 90,000 - 110,000; Full time

Benefits offered by this job

Flexible hybrid workplace

Home office setup help

Corporate discounts

Sonder wellbeing partnership

Training and study assistance

Additional paid leave

Job summary

MYOB is seeking a Product Experience Analyst for MYOB Practice Management (MPM) to provide real-time guidance to the Customer Experience team and help coach peers.

You will diagnose complex MPM cases across data, workflow, integrations and reporting, collaborating with Product Managers, Account Managers, Development Teams and Professional Services to improve customer outcomes.

Qualifications

• In-depth knowledge of MYOB product, workflows and internal processes.
• Experience with MPM SQL database investigation and data model knowledge.
• Knowledge of SQL and the agile framework.
• Experience resolving issues in SOAP and REST APIs.

Responsibilities

• Provide real-time guidance to the Customer Experience team members.
• Resolve complex MPM cases beyond frontline support through independent diagnosis across data, workflow, integrations, reporting and product behaviour.
• Collaborate with Product Manager, Account Managers, Development Teams, Professional Services and other CX team members.

Skills

MYOB knowledge

SQL

APIs

Customer experience

Tools

CRM

Jira

Confluence

Microsoft Office

Job description

Product Experience Analyst - MYOB Practice Management (MPM)

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.

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.

• Enjoy a flexible, hybrid workplace that brings balance to how you work, all of our centrally located offices come together fora 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.

We’re proud to be a Circle Back Initiative Employer and we commit to responding to every applicant.