Business Analyst

• Nov 2022 - Present

Business Analyst

• Nov 2019 - Nov 2022

- Worked on the largest implementation of ServiceNow in Europe - Universal Credit (Fraud and Error Strategy Portfolio) - Build of Compensation Recovery Unit to online service with rebrand to Compensate Recovery Service to GDS standards (www.gov.uk principles) - User Stories - Process design - Stakeholder Management - BPMN - User Shadowing - Root Cause Analysis - Agile - BDD (Behaviour Driven Development) - Worked on the largest implementation of ServiceNow in Europe - Universal Credit (Fraud and Error Strategy Portfolio) - Build of Compensation Recovery Unit to online service with rebrand to Compensate Recovery Service to GDS standards (www.gov.uk principles) - User Stories - Process design - Stakeholder Management - BPMN - User Shadowing - Root Cause Analysis - Agile - BDD (Behaviour Driven Development)

Non-Exec Board Development Training Program

• Mar 2019 - Mar 2021

Training and mentoring programme by the Housing Diversity Network to prepare for a future non-exec board committee member role. Sponsorship by Together Housing Group. Training and mentoring programme by the Housing Diversity Network to prepare for a future non-exec board committee member role. Sponsorship by Together Housing Group.

IT Service Delivery Manager

• Jan 2019 - Apr 2019

• Business Process Mapping • Policy, Process and Procedure documentation • ITSM system process requirements • Led workshops to implement process improvements with incorporating existing Agile development processes • Used JIRA to progress tickets sitting with software development • Feedback to prioritise key actions into Product Backlog • Stakeholder Management up to Director level • Worked with Agile Scrum Software Development teams, including Business Analysts and Product Managers Show less

Business Analyst/Product Owner

• Nov 2018 - Jan 2019

• Project planning, design and implementation of single web based knowledge management system, working with key strategic supplier and stakeholders • Running workshops with technical resources and stakeholders to gather requirements and document business current (as-is) and planned (to-be) workflows • Raise JIRA and CR where processes are not aligned • Work closely with Agile Development and Testing Team to validate new system and ensure existing data is migrated successfully over frequent sprints • Weekly management reporting of issues logged in JIRA and plan to resolution • Work on BAU operation matters Show less

Problem Manager

• Feb 2016 - Jun 2018

Responsible for leading the Problem & Knowledge Management department in the Telecoms & Smart Metering business unit • ITIL Practitioner • Process Manager - Governance of policies & procedures • Direct and Matrix management • 3rd party management • Stakeholder management • Service Transition • Business Analysis • Business Process Modelling • ISO20000 • ISO27001 • SLA / OLA / KPI • Audit • Process Maturity • Reactive and Proactive Problem Management • Knowledge Management • Remedy system process requirements • MI reporting • Root Cause Analysis Clients: • Smart DCC (Capita) - Gas and Electric Smart Metering • Thames Water • Anglian Water • In Building Solutions 3rd Party engagement: • Sensus • FluidOne • EDMI Show less

IT Problem Manager

• Mar 2015 - Feb 2016

Responsibilities for Problem and Change Management (ad-hoc). Chaired Change Management CAB including other CM duties. Business Continuity Planning reviews thrown into the mixer. • ITIL Practitioner • Process Manager - Governance of policies & procedures • Knowledge Management • Stakeholder management • Matrix management • 3rd Party management • Risk and issue management • Audit by PricewaterhouseCoopers (PwC) • Process Maturity • Reactive and Proactive Problem Management • ITSM system process requirements • MI reporting • Root Cause Analysis 3rd Party engagement: • Microsoft • HP • Barclays Corporate Banking • Broadcloud • Axway • SSC • BT • Experian • Nebulus • TLG • Interactive Intelligence Show less

Problem Manager

• Jan 2013 - Mar 2015

• ITIL Practitioner • Process Manager - Governance of policies & procedures • Service Transition • Stakeholder management • 3rd Party management; mainly international telecom providers • ISO20000 • Audit by Lloyd's Register Quality Assurance Ltd (LRQA) • Process Maturity • Reactive and Proactive Problem Management • Remedy system process requirements • MI reporting • Root Cause Analysis Clients: • Foreign and Commonwealth Office • Department for International Development • British Council • HM Government & Public Sector 3rd Party engagement: • BT • Vodacom • Tata Communications • Egypt Telecom • Verizon • Telefonica • Cisco • Vodafone Turkey • Vodafone India • MTN South Africa • Dimension Data • Internet Solutions • Microsoft Show less

PMO Analyst

• Jul 2010 - Jan 2013

• Lead responsibility for document management control and system administrator. Ensuring the management of key tools and processes governed to ISO9001 Quality Management Standards and defined company methodologies • Liaising with client for issuing of project documentation via formal process • Produce weekly Management Information project reports • Additional experience of Risk & Issues Management, Project Planning and PlanView project reporting • Management of account SharePoint area • Business Process Modelling • Governance of key processes in the PMO • Successfully delivered new training material and sessions on document management processes to c.1000 colleagues Key client for my assignment was the NHS. Show less

Service Transition

• May 2009 - Sep 2009

• Supporting to develop processes in transition of operational services • Business Process Mapping • Transition status dashboard • MI reporting • Supporting to develop processes in transition of operational services • Business Process Mapping • Transition status dashboard • MI reporting

Various roles (Retail and Group IS)

• Nov 2003 - May 2009