Program Support Analyst

About Us:

With nearly 40 years of innovation, Micromine is a global leader in mining software solutions. Our products are trusted by the world’s leading Mining Companies across more than 90 countries, empowering mining operations with real-time data, enhanced safety, and operational efficiency.

What We Offer

An established multinational business, growing fast, with great benefits:

• High growth company providing growth opportunities for our people
• Work from home (WFH) and flexibility options to balance work and home life
• 12 weeks paid parental leave – primary and secondary carers
• Free gym membership
• Employee Assistance Program for you and your family
• Social Connection and Responsibility Program
• Discounted private health insurance
• Novated leasing
• The opportunity to work across both the Mining and Technology sectors
• An engaging team culture and a modern office in Perth

About the Opportunity

An exciting and unique opportunity, the Program Support Analyst, will support the efficient operation of two key functions related to Micromine’s client service infrastructure with a 50/50 allocation of time to each function: Voice of the Customer and Project Delivery. 

This is your chance to:

• Develop, maintain and improve dashboards and reporting outputs aligned to agreed business requirements 
• Validate data accuracy, investigate anomalies, and coordinate resolution of reporting discrepancies 
• Produce regular reporting on customer feedback and project outcomes to support business decision-making 
• Respond to internal queries relating to reporting outputs and dashboards 
• Review customer feedback and project outcome data, engaging relevant stakeholders to support follow-up actions 
• Proactively identify trends and opportunities from reporting and VoC insights 
• Support day-to-day administration and adoption of CX and project delivery platforms 
• Document and maintain BAU processes related to reporting and feedback 
• Assist regional delivery teams in the use and update of the project delivery platform, including task management, resource allocation and timesheet management. 
• Identify and escalate delivery data issues requiring remediation or further investigation 
• Assist in training staff and supporting ongoing education aligned to internal delivery frameworks and system standards 

About You

To succeed in this role, you will have 1-3 years’ experience in insights, reporting, analytics, customer experience, service delivery operations or project support. Your excellent communication skills with the ability to engage stakeholders at all levels will set you up for success. Other requirements are:

• Relevant undergraduate or postgraduate qualification (desirable) 
• Exposure to Voice of the Customer programs (desirable) 
• Experience building or maintaining dashboards (e.g. Power BI or equivalent) (desirable) 
• Experience with survey/CX platforms (e.g. Forsta, Qualtrics, Medallia) (highly regarded) 
• Exposure to project management methodologies, PMO functions, or project administration (highly regarded) 
• Experience using NetSuite service delivery functions (highly regarded) 

Next Steps

If you are excited about driving business growth and shaping the future of mining technology, we would love to hear from you. Apply now or visit www.micromine.com to learn more.