Product Business Analyst
Interserve
Total years of experience :10 years, 11 Months
Successfully developed a Global communication/rollout strategy for each product, including social media management
- Played a key role as part of an Agile team leading the Business Analysis work - Working with stakeholders - Leading Workshops/ Writing User stories
- Improved internal products/applications through thorough analysis and work with stakeholders
- SME for Mobile Products - Training Internal/Field workers to ensure maximum benefit from applications
- Leading the Global (UK/UAE) adoption/roll-out of two award winning applications & supporting implementations
- Gathering usage data/statistics and carrying out analysis to help make decisions to improvement products/applications
- Writing up test scripts using Microsoft Test Manager and executing tests for products in the UAT environment
- Played key role in the delivery of £25 million Smart Metering Program from technology perspective.
- Lead end to end process mapping requirements gathering for mobile application
- Defined and implemented processes for robust MI reporting and data quality
- Lead Phase 2 Business Analysis work to improve the Mobile Application and to make it more effective for engineers during smart meter installations and ensuring valuable data is received.
- Analysed changes needed to existing MI reports to be ready for the second generation of meters and other industry regulatory changes
- Worked closely with stakeholders to help improve their respective work streams and ensure good quality data is captured throughout the process
- Facilitated multiple workshops to drive process improvements, change and future requirements.
- Lead external customer meetings to understand their needs from system integration perspective for effective onboarding and mobilisation.
- Produced documentation/user guides/training after identifying single point of failure gaps
- Successfully implemented a change to the process of how call centre agents deal with customer aborts to enable greater productivity across the call centre which helped the business save 2 FTE
- Drove implementation of a new process to enable the Quality Assurance team to work efficiently and reducing waste from the overall process
- Leading BA work for multimillion cloud based global capability which would automate service requests for 23, 000 users (ServiceNow)
- Working with senior stakeholders to define and document functional and technical requirements
- Articulating benefits aligned to overall project objectives and defining benefits realisation matrix
- Creating documentation to provide developers with as much information including wireframing to help translate requirements into clear structured steps
- Driving a collaborative culture within National Grid by creating a platform for Business Analysts to share experiences
- Implemented an Agile model of working for the team and continuously improving and leading sprints
Facilitated the rollout of a £5 million program of implementation of 1500+Tablets delivered on time and on budget
- Lead workshops, meetings with stakeholders to gather requirements for overall program
- Main point of contact for handling & troubleshooting key issues using existing knowledge and skills post implementation
- Leading a small team of junior analysts overseeing their BAU tasks
- Analysis on IT performance suggesting different changes to decrease overall issues in the mobile application used by instore staff
- Author of key documentation (handed to managers & stores) post analysis to help improve store issues and increase speed/performance of technology
- Lead Business Change aspect of Digital transformation to ensure 2000+ employees become familiar with a new interface and changes
- Working closely with the E-Commerce experts on technical issues related to payments and orders using programs such as ‘Net Ops’ and ‘Microsoft SQL service management studio’
- Regular stakeholder visits across the country to all stores to understand where digital transformation can benefit
- Successfully lead the implementation of an end to end Breitling e-warranty system
Successfully implemented a marketing strategy from scratch to ensure the company was started up and given full exposure to excel in the industry
- Lead the Business Analysis work - e2e improvement of the customer journey/experience
- Facilitated key stakeholder meetings to ensure customer buy in and understand customer needs to help grow the business
- Lead the Social Media implementation to ensure global expansion of the business into various industries
Project Managed and lead the Business Analysis work from end to end through lifecycle
- Facilitated workshops with key stakeholder to understand high level/low level requirements
- Process Mapping key business processes using Visio
- Produced detailed user stories through requirements analysis
- Successfully delivered system to client on time on budget
- Produced a benefits analysis piece post implementation to ensure success of project/system and look at future improvements
• Go through files and ensure that sums and measurements added up • Assisted with office work planning highway changes
• Spent time picking up skills from different departments (Highways, Environment, Bridges)
• Shadowed senior staff working on different projects over the country.
• Picked up skills in the engineering sector
Degree Classification: Upper Second Class Honors (2:1)
A-Levels; Business Studies, ICT, Design Technology
10 GCSE's: A-C's