Business Analyst

• May 2023 - Present

Business Analyst

• May 2022 - Jan 2023

Business Analyst

• Sep 2021 - May 2022

Technical Specialist

• Sep 2020 - Sep 2021

• Contributed to weekly sprint planning meetings with software developers, project managers, and technical leads to discuss and track enhancements to the ServiceNow platform for future releases.• Co-managed the entire life-cycle of the implementation of a new IT Service Management Platform (ServiceNow) - from testing (UAT) and policy drafting to the implementation and full fruition of the platform.• Experienced in data extracting and client report management as well as using automatic reports (IC-TECH) to meet client requirements.• Co-lead the Service Transition of applications globally, such as Microsoft Teams, OneDrive, and Azure.• Regularly Presented key findings / Data Analysis to Directors / Business Unit leads on Best Practice / improvements to the IT Change Management Process within Service Management Show less

Technical Analyst - Change Management

• Jan 2018 - Sep 2020

• Managed the governance, processing, and visibility of all changes in production technology environments, including, applications, servers, databases, platforms, networks, routers, firewalls, desktops, and telecoms.• Ensured key stakeholders were both aware of approved changes that were going to take place and that the correct governance procedures were being implemented at the right time, in the right way, by the right people.• Lead a global team and reported to Directors while my manager was out on extended leave which contributed to my promotion. Show less

Home Mortgage Operations Account Restructures and Amends

• Oct 2017 - Dec 2017

• Gathered and verified documents for compliance purposes. • Worked alongside a project manager on the Tracker Mortgage Examination Project. • Gathered and verified documents for compliance purposes. • Worked alongside a project manager on the Tracker Mortgage Examination Project.

Service Delivery Analyst

• Feb 2015 - Aug 2016

• Analysed customers’ and solicitors’ letters for pre and post-drawdown home mortgages• Adhered to SLA’s • Escalated issues to my team leader and other departments. • Used Microsoft Excel to report on mortgage projects for analysis• Processed and documented customers’ and businesses’ payments for home mortgages• Organised and distributed the delivery of deeds to different areas in the lending unit • Analysed documents for the purpose of an audit evolving risk and regulatory compliance requirements• Assisted with control checks within the team for settlement• Used NBP data software application and SAM security viewer for reporting.• Discussed with colleagues, customers, and solicitors any queries they may have had about a home mortgage• Provided day-to-day application support for the lending unit Show less

Customer Service Officer

• Nov 2014 - Feb 2015

• Assisted in the movement of money via payment mechanisms• Aided customers with withdrawals, lodgements, and drafts• Created standing orders• Transferred funds between different national and international accounts• Processed payments for customers via internet banking

Sales Associate

• Apr 2011 - Feb 2014

• Trained new staff in all operational duties • Performed Customer services duties • Performed Stock Management duties • Trained new staff in all operational duties • Performed Customer services duties • Performed Stock Management duties