Business Analyst
Three UK
Total years of experience :22 years, 2 Months
Work with business & technology stakeholders to elicit & document the functional, non-functional that facilitate design of business solutions for technical delivery teams.
Conduct requirements gathering & analysis workshops to define & refine business requirements to shape MVPs & deliver product increments that fulfil the product vision.
Identify opportunities to improve business efficiencies & customer experience by implementing systems & process changes, whilst clearly articulating business impact.
Work with Solution Designers to manage the requirements throughout the delivery lifecycle ensuring clear traceability of delivered solution to the business requirements.
Plan development sprints by managing & prioritizing user stories that meet Three customer needs & deliver business value.
• Acting as the first point of contact between du marketing team and HPE managed services delivery team for launching marketing campaigns for prepaid, postpaid & triple-play services in UAE
• Engaging with Product Marketing, Commercial & Business Operations teams at the early stages of the Product Lifecycle Management Process (PLM) to define Product Concepts & Customer Value Propositions.
• Managing business requirements process including definition of functional requirements, use cases & UAT
• Identifying & recommending opportunities to improve customer experience & increasing revenue
• Contributing to du marketing team to plan, conceptualize & prepare campaign requirements & to acquire business sign-off for campaign documentation from du stakeholders.
• Ensuring the campaign-to-market process is managed to a high quality and within the SLA
• Working closely with the BI and data analytics team to define the marketing criteria for customer segmentation & data extraction of the customer base(s) for different campaigns
• Providing periodical & ad-hoc reports for measuring campaigns performance.
• Owning all business systems analysis deliverables including business requirements specifications, high level customer journeys & user stories, as well as, detailed use cases & E2E traceability matrix of functional requirements to solution design & test cases.
• Capturing detailed functional requirements for mobile voice & data services, as well as, Broadband, TV & fixed line services across the full customer lifecycle i.e. sales, fulfilment, billing & payment processes
• Engaging with business stakeholders across Commercial & Technology units to capture business requirements & define E2E Customer Experience across different access channels.
• Analysing As-Is business processes to identify existing process gaps/ pain points & defining To-Be customer journeys across different access channels e.g. CRM, Online & IVR
• Assisting PMO & release management functions to plan & roll-out business/ release changes.
My role in the Process & Portfolio department, I am responsible for the definition of the business requirements service fulfilment & delivery of B2B & B2C voice and data services, as well as, optimization of the end-to-end concept to market (C2M) & Lead-To-Cash (L2C) process architecture including:
• Gathering, defining & documenting the business requirements, and solution architecture, using OOAD and UML for implementing a BSS / OSS application stack for:
o Sales & CRM (Salesforce)
o Order Management, provisioning & Billing (Cerillion)
o Business Analytics & Data Mining (SQL2008 server)
• Capturing As-Is business process maps and performing an end-to-end gap analysis against eTOM model, as well as, defining the target To-Be business process maps for:
o End-To-End (L2C) Lead-To-Cash processes
o End-To-End (C2M) Concept-To-Market
My role in the Technology Strategy Planning Office was responsible for planning, budgeting & delivery of technology roadmaps and project portfolio across all Technical divisions, as well as, managing delivery of a number of strategic technology initiatives including :
• Definition of end-t-to-end business requirements & solution architecture of OSS applications for network management & service assurance for triple play services IPTV, Broadband & VoIP, as well as, of 2.5/3G & LTE mobile networks & packet/ circuit switched core networks from various mobile network suppliers e.g. NSN, Huawei, etc. including:
o Customer Experience Management & QoE (Arantech)
o Network probes for monitoring QoS of mobile core network interfaces (Polystar, Tektronix)
o Network probes for monitoring QoS & QoE of IPTV & broadband services (EXFO probes)
• Definition of end-to-end BSS / OSS solution architecture including systems infrastructure, application interfaces & network design, as well as, definition of solution roadmaps including scoping & budgeting of project phases for full automation of T2R processes.
• Optimization of end-to-end Trouble-To-Resolve (T2R) processes & performing As-Is process gap analysis to identify and resolve pain points, as well as, define L3/L4 To-Be processes, in accordance with eTOM business process framework.
• Management of a service improvement plans of T2R processes for identifying, troubleshooting and resolving the QoS issues of IPTV and broadband services across various Fixed Access Network technologies e.g. FTTx / xDSL / GPON
My role in the Corporate PMO was responsible for planning the end-to-end delivery of strategic projects across all Technical and Commercial divisions including:
• Definition of end-t-to-end business requirements of BSS/OSS applications for service fulfilment, order management, network provisioning & inventory management of IPTV, Broadband & VoIP, as well as, 2.5/3G & LTE mobile networks including:
o Customer Order Management (Siebel)
o Network Inventory Management (Netcracker)
• Optimization of end-to-end Lead-To-Cash (L2C) processes & performing As-Is process gap analysis to identify and resolve pain points, as well as, defining L3/L4 To-Be processes for order management, provisioning and inventory management.
As a Senior Business Analyst within Solutions Delivery (Technical) I led the business requirements definition activities for a number of OSS application for network management, as well as, monitoring the QoS and customer experience including:
• Engage the business stakeholders and key system users at project initiation
• Analyse, formalize and document business requirements specification to a sufficient detail, including functional, non-functional and operational requirements
• Participate in the selection process 3rd party solutions, by assessing / scoring of technical capabilities of different products versus the business requirements specifications
• Assist the project manager in defining the project scope and generating the business case, as well, as in identifying project interdependencies
• Enable solution designers and application developers to design the required solution that fulfils the business requirements and meet the quality expectations.
• Assist testing team in defining the test plans and designing the test cases for the selected solution
As a Service Manager within Operations (Technical) I was responsible for monitoring and analyzing the service performance and QoS against the agree service targets and SLAs agreed with the products & services owners within the business, as well as, pursuing service improvement plans to enhance performance of a number of data and messaging services including:
• Orange Text Messaging services & WAP services over GPRS