OBJECTIVE:

• To broaden my experience and skills in business analysis, portfolio management and business process improvement; such that I play a pivotal role in key projects and programs whilst contributing to the strategic growth of the organisation.

SUMMARY:

• Worked for Tier - 1 blue-chip companies like AGL, Medibank, Confidential, NAB, Origin, Confidential, Telstra, Coles and EnergyAustralia (TRUenergy) building extensive experience across Insurance, Marketing & Advertising, Banking, Government, Utilities, Telecommunications and Retail sectors
• Extensive experience in collaborating & building cross-functional relationships with key stakeholders ranging from sales, marketing, project, IT, finance, product, account, service, billing, replenishment, merchandise & logistics teams to facilitate communication for successful project launches.
• Strategic Planning & Customer Blueprint/Roadmap definition
• Business requirements gathering, process mapping & re-engineering, solution validation & assessment
• Stakeholder, Vendor and Customer Relationship management
• Business Analysis and Requirements Planning (Waterfall & AGILE)
• Enterprise Analysis, Cost Benefit Analysis, Root Cause Analysis, Problem Tracking, Impact Assessment & Risk Analysis
• Automating, rationalizing, enhancing and optimizing systems to support key metrics
• Translate theories and concepts into effective sourcing of relevant data & information

TECHNICAL SKILLS:

CMS Applications: Adobe Experience Manager (AEM), WordPress

UX Design: InVision, Zeplin

Marketing Tools: Adobe Campaign, Oracle Responsys

Collaboration Tools: Slack, Microsoft Teams, ProdPad

Databases: MS Access, MS SQL Server 2005, Oracle HTML DB-Apex 2.0

Query Languages: SQL

Oracle Applications: Oracle Retail Predictive Solutions, Retek Merchandising System

Reporting Applications: Adobe Analytics, SAP-BO, Crystal Reports, MicroStrategy

Internet Technologies: Adobe Marketing Cloud

Project Management: Atlassian JIRA, Confluence, MS Project, Rally

Methodologies: Waterfall, AGILE, UML

Process Standards: ITIL, BPMN 1.2

Office Tools: Advanced knowledge of MS Office Suite including MS Visio

CRM Applications: SAP-CRM, Salesforce, Siebel CC&B 8.1 eCommerce: Magento

PROFESSIONAL EXPERIENCE:

Confidential

Senior Business Analyst (Contract)

Responsibilities:

• Current state analysis of Southern Phones business units and business process mapping key functions across IT Operations, Customer Care, Billing, Sales, Marketing, Finance, Products/Pricing and Customer Experience
• Proposed the new Customer Journey in collaboration with Marketing, Digital Strategy, Channel Ops, Continuous Improvement teams for new & existing AGL customers looking to bundle energy & telco products
• Developed (and presented to Chief Customer Officer) Product Roadmap along with business architecture for AGL’s future as a Multi-Product Retailer
• Strategic Sales Redesign (SSR)
• Collaborate with Product Owners, UX Designers and SMEs to facilitate current and future state requirements workshops with stakeholders from sales, marketing, legal & regulatory teams.
• Capture business requirements & translate them into functional requirements for the development teams by defining features, epics and user-stories
• Create backlog of user-stories (using BDD) and assist in all phases of delivery: Ideation, Shaping, Execution, Monitoring for the following features:
• Recommended the behaviour of the cart drawer for multiple entry points from the website, use of add-ons, enable customers to save order, email the link and re-use at a later stage

Medibank

Senior Business Analyst (Contract)

Responsibilities:

• Lead discovery workshops to elicit business requirements and features
• Identify, manage and influence key project stakeholders to achieve the desired outcomes
• Deliver clear, concise, feasible, and testable functional/non-functional requirements via Epics & User stories within an Agile backlog
• Drive requirements traceability across functional teams - from business stakeholders to test teams.
• Develop and validate business rules for new and existing products, offers and discount constructs:
• Product Categorisation and Standard Definition
• New $750 Excess
• Youth Discounts
• Australian Government Rebate (AGR)
• Cover Summaries
• Liaise with Product Owners (Web, Mobile & MyMedibank) and Business Lead to agree on deliverables and objectives.
• Create user stories with acceptance criteria that detail functional and non-functional requirements across Digital teams
• Ensure ongoing non-functional requirements include capacity and external system constraints (at a system process level).
• Identify assumptions and dependencies on other delivery packages.
• Led the gap-fit analysis for Product Categorisation and Standard Definitions of new and existing frontbook & backbook products for both consumer and corporate insurance covers.
• Drove the inception, discovery & implementation of new offers & discount constructs for Rio Tinto corporate cover
• Defined key scenarios for MyMedibank new joins encompassing successful/unsuccessful registrations, AGR claimed/unclaimed & discount scale variations across Singles, Couples & Overseas Worker/Visitors

Confidential

Senior Business Analyst (Contract)

Responsibilities:

• Collaborate with Product Managers and UX Designers to gather & analyse requirements and breakdown complex problems into coherent features, products & projects within an Agile backlog
• Foster open communication with key senior stakeholders on requirements & project status
• Formulate strategy with initiative leads (Bookings, Quotes and Site Redesign) on adapting to customer needs and find opportunities to remove complexity from processes for customers
• Elaborate business requirements from features into clear, concise, testable & accurate user-stories, process flows & wireframes using BDD as acceptance criteria
• Document analysis outcomes, findings & supporting collateral in Confluence (WIKI)
• Work closely with Iteration Manager and Development Team (onshore & offshore) - story workshops, estimation/planning sessions, backlog grooming, kick-off & handover of stories
• Support Iteration Management - daily stand-ups, sequencing, prioritisation & retrospectives
• Input into Risks, Assumptions, Issues & Dependencies
• Managed solution scope & requirements for new Quotes Landing page offering consumers to search per business category & location thus driving more leads to advertisers to easily connect with consumers
• Business Capability Analysis of Bookings feature giving advertisers a unique booking platform for managing all their service offerings
• Redesign of Search Results Page on Yellow Online directory allowing a more simplified search to present more relevant content to consumers, customised per industry vertical and to allow for the future product set/construct

Confidential

Senior Business Analyst (Contract)

Responsibilities:

• Discover business needs and elicit requirements through inception workshops with senior stakeholders, Digital Experience Manager and Business Architect for the below features:
• Information Architecture (IA) Redesign of auspost.com.au
• Post Office Locator (POL)
• Load & Go Seamless Registration
• Collaborate with UX Design & Delivery Producers to analyse requirements and breakdown features into epics and backlog of shell user-stories based on wireframe inputs.
• Facilitate story-elaboration workshops with Iteration Manager, Producers, Development & Test Leads to create clear, concise & granular user-stories in JIRA utilising Behaviour Driven Development (BDD) as acceptance criteria.
• Participate in agile rituals: stand-ups, estimation, iteration planning & retrospectives
• Draft current & future state process maps and document analysis & supporting collateral in Confluence
• Support Iteration Manager by providing input into risks, issues, assumptions & dependencies.
• Defined the website navigation (desktop & mobile) on IA Redesign with resolution from Content, Design, SEO & Accessibility teams to reduce impacts on SEO value.
• Gap-fit analysis and investigation for POL: Current state, supporting APIs documentation (Locations, Postal & Google) and Appointment Booking System thus supporting an integrated channel future.
• Business Capability Analysis & website audit of AusPost to determine site taxonomy, active content pages and interactive elements to assist an optimised website migration.

Confidential

Senior Business Analyst (Contract)

Responsibilities:

• See the flybuys marketing automation program through inception & discovery with Adobe
• Perform preliminary analysis & high level design (strawman) across Adobe Campaigns (AC), Loyalty Management System (LMS) & flybuys Management System (FMS)
• Support the implementation of a datamart to uplift campaign activities for the business
• Drive requirements & engage with vendor on RFP and prioritisation of use cases & features:
• Your Weekly Specials (YWS)
• Federated Data Access (FDA) - offers, targeting & personalisation
• Multi-offer trigger campaigns
• Welcome Series emails for new registrations
• Push notifications via mobile app
• Consecutive Spend Stretch (CSS) launch campaign
• Display Advertising
• Trade Driver, Local Area & Direct Marketing
• Validate findings & recommendations for both tactical and strategic e2e acquisition & lifecycle campaigns
• Produced an eDM Execution Process Framework for 6 major campaign types with varying levels of offer personalisation
• Campaign Lifecycle pain point analysis: Weighted score and remediation plan across people, process, data & technology for 5 cross-functional operation teams
• Enterprise analysis for a marketing orchestration platform understanding campaign types, data collection, current/future channels, e2e process/teams & customer response management across Coles Online, Liquor & Coles Financial Services
• Re-baselined 18 Use Cases with recommended solution, priority & delivery approach for all flybuys Loyalty campaigns (fully automated, semi-automated & flexible to business requirements)

Confidential

Senior Business Analyst (Contract)

Responsibilities:

• Product roadmap definition - Minimum Viable Product (MVP)
• Stakeholder management (inceptions/planning workshops, interviews & prototyping)
• Requirements elicitation & elaboration - high level features, overarching business rules, acceptance criteria (using BDD), NFRs, RAID & constraints
• Agile Backlog management of epics & user-stories using a vertical slice approach for the following Internet Banking features:
• Sequencing, estimation, iteration planning & retrospective
• Requirements traceability e2e between JIRA & ALM
• Formulated strategy & developed the agile delivery roadmap for Internet Banking Renovation streams from Inception, Elaboration through to Formation as a foundational pre-cursor to the New Payments Platform (NPP) streams of Alias Management, Faster Payments (X2P) & Single Credits Transfer (SCT).
• Gap-fit analysis of CBA vs NAB internet banking classic desktop user-journeys thus building capability aligning with customer expectations, simpler banking & speed to market.
• Defined the Change Request (CR) process to streamline working coming through the Digital Front Door (DFD) through to multiple feature teams: IB Classic Desktop, Mobile, Service Engine APIs and Core Banking Systems teams.

Confidential

Senior/Lead Business Analyst (Contract)

Responsibilities:

• Plan business analysis approach, activities, communication & requirements management process for a hybrid waterfall/agile delivery from business opportunity to solution performance.
• Facilitate inception workshops with multiple stakeholder groups across digital, marketing, sales & customer insights team to elicit requirements as features & epics for the program backlog.
• Organize & prioritize business requirements (using MoSCoW) defining user stories, business rules, acceptance criteria, assumptions & constraints. Estimate the user stories and retrospectively update business, functional & non-functional requirements documents for communication & approval.
• Define As-Is & To-Be process overviews, cross-functional data flow diagrams and use cases for each of the customer journeys as input into solution architecture.
• Conduct solution assessment, validation and critical analysis of solution architectures, specifications and technical deliverables.
• Raise Variation Requests (VR) for changes to scope impacting multiple delivery partners and contribute to program risks & issues.
• Manage requirements traceability and support testing activities (requirements clarification, validating test results & triage defects)
• Assessed Organizational Readiness through deployment of a new Enterprise Web-Content Management system on Adobe Experience Manager (AEM) across all of Origin’s digital properties for authoring, reviewing, publishing & retiring of content & digital assets
• Collaborated & fostered open communications with stakeholders for delivery of Online Sales & MyAccount on new AEM platform, SAP Netweaver Gateway/PI & SAP CRM/ISU for new/existing residential & business customer journeys of compare & switch, move, renew, billing/payments, usage, manage MyAccount and Help/Support.
• Managed Solution Scope & Requirements for Web-chat (Live-Chat) as a Proof of Concept (PoC) utilizing Avaya Interaction Centre (AIC) across originenergy.com.au for business driven needs triggered by Adobe Target & Dynamic Tag Manager (DTM)
• Capability Gaps analysis & solution scope definition for onsite behavioural analytics from Adobe Analytics platform linkage with offline data out of downstream SAP systems for reporting, insights and personalized targeting
• Defined business need, determined solution approach & assessed vendor for blog capability on Adobe Social Communities module enabling a myriad of social media functions to encourage a two-way conversation with Origin’s customers
• Validated requirements & analyzed business rules for automation of 3rd Party Sales (brokers, comparators & aggregators) orders by integrating them into SAP-CRM through Digital APIs
• Enterprise analysis, feasibility & recommendation of an in-house Builders Portal (B2B) allowing builders to create, update & track requests through to energy distributors for new connections to gas, electricity, LPG & solar
• Performed requirement analysis, defined acceptance & evaluation criteria for LPG Website transformation encompassing forms re-build across getting a quote, checking delivery schedules, ordering online, signing-up to offers & moving out
• Mapped the online customer journey using workflow modelling for Moving Hub allowing residential customers to move their essential non-energy services like water, mail redirection, Foxtel and telephony
• Business Capability Analysis & eligibility rules definition for Beret online component involving online marketing of a ‘Predictable Plan’ to the residential segment allowing Origin’s retail business to retain customers for a fixed-price/fixed term contract
• MEMBER of International Institute of Business Analysis (IIBA)
• ASSOCIATE MEMBER of Customer Service Institute of Australia