Business Analyst
International Systems Engineering
Total years of experience :27 years, 8 Months
Working for ISE main client (BAE Systems) on various IT implementation projects
Key Achievements:
•Involved in end to end implementation of Concur Expense Management System, from documentation of Business Requirements through to management of UAT, User Training and System Implementation.
Working on a variety of Consultancy engagements, centred on IT Implementation / Business Transformation projects, for Capgemini clients across a variety of industries.
Key Achievements:
•Application Rationalisation study for a major UK Defense organization as part of a major IT Transformation Programme
•Diagnostic of current Sales Performance within John Crane Engineering, as part of a major Sales Transformation programme within the Organisation, identifying the key changes required from both a business and technology perspective in order to improve sales performance
•Mapping of As-Is and To-Be Business Processes and documentation of associated System User Stories as part of implementation of Salesforce Case Management CRM solution within Eurostar's Customer Contact Centre
Working on a variety of Consultancy engagements, centred on IT Implementation / Business Transformation projects, for TCS clients both in the UK and Overseas.
Key Achievements:
•Requirements Elicitation exercise for implementation of Microsoft Dynamics CRM Case Management Tool within The Law Society Customer Contact Centre as part of a major organisational change.
•Creation of Business Requirements and To-Be Process Models for replacement of Global Clinical Trial Management System within Boehringer Ingelhiem Pharmaceuticals.
•Documented the As-Is and To-Be Business Processes, in addition to articulating the system ‘gap' between solutions available on the market and the as-is systems portfolio at National Grid US for Global ‘Smart Grid' roll out.
•CMMI assessment for the Commonwealth Bank of Australia, analysing their capabilities in the IT Project space, specifically in the areas of Business Requirements Development and Management
Working in a variety of roles, both project and operational, within British Gas Customer Services operation.
Key Achievements:
•Mapping of all British Gas Debt Collection Processes from an 'As Is' state to a 'To Be' in readiness for the implementation of a new SAP CRM/Billing System within the company.
•Leading a team of 15 CSA's in a Call Centre environment. Responsible for overall team performance with emphasis on motivating, coaching and developing the team.