Experience

Power and Water Corporation

• Australia
• Utilities
• 500 - 600 Employee

• Solution Designer

  • Feb 2022 - Present



Eastern Health

• Australia
• Hospitals and Health Care
• 700 & Above Employee

• Senior IT Lead

  • Jan 2018 - Feb 2022

  Responsible for the delivery of a single enterprise-wide billing, credit, and collections system replacing over 17 disparate billing systems along with manual collections processes. Responsible for the delivery of a single enterprise-wide billing, credit, and collections system replacing over 17 disparate billing systems along with manual collections processes.



Pacific Hydro Australia

• Australia
• Renewable Energy Semiconductor Manufacturing
• 1 - 100 Employee

• Program Lead/Product Owner - Meter to Cash and Collections

  • Sep 2016 - Jan 2018

  The Program lead for the Billing and Credit stream within the Retail Expansion Program (REP). The REP is responsible for the selection and implementation of a new billing, credit and online portal solution to enable Pacific Hydro Retail’s rapid expansion. As well as reduce manual process and overheads through process optimisation and automation. Achievements  Develop billing and credit solution for C&I and SME.  Help reduce manual processes by 17% within billing operations and more than 40% within collections by streamlining business processes and automating manual processes and collection activity.  Defined new Credit and Collection Strategy.  Working closely with Agility to develop solutions and enhancements to Engage.



Origin Energy

• Australia
• Utilities
• 700 & Above Employee

• Project Lead - EasiPay Optimisation Program

  • Nov 2015 - Sep 2016

  Keith was the project lead for the EasiPay Optimisation project under the Credit Transformation program for Origin’s retail division. Keith is responsible for the management and delivery of a $1M program of work across people, process and system to analysis and optimise Origin’s flagship payment scheme product (EasiPay).Responsibilities Define business requirements and level 0/1/2 process maps  Define key system requirements for EasiPay as well as strategy for deployment Managed the solution and deployment of the system enhancements Manage the development of training/training rollout and process/knowledge management changes into the business. Develop reporting requirements / migration strategy  Document Functional Analysis of Origin’s flagship payment scheme product Project and Stakeholder managementAchievements Successful delivery of the project. Received "Success Is" award from the Group Manager for Credit and Collections Management of the EasiPay optimisation program Document the BRD, and working closely with IT to develop the optimal solution in SAP ISU to deliver the benefits Identify and document business processes across both credit, sales and billing to help identify process improvements and knowledge improvements. Identifying a key system defect that was costing Origin ~$1.8m in loss revenue due to insufficient plans.

• Senior Business Analyst

  • May 2015 - Nov 2015

  Credit Transformation project for Origin’s Business retail division is design to help better deliver early cash collection. As a key senior business analyst for the project Keith was instrumental in setting up campaigns to help drive early cash collection as well as manage a small program of work to analysis and develop enhancements to Origin’s flagship payment scheme product (EasiPay).Responsibilities Data Analysis and Campaign build and Execution of “Pay on Time” Campaign Define business requirements and level 0/1/2 process maps for EasiPay Document Functional Analysis of Origin’s flagship payment scheme product Stakeholder management Define key system requirements for EasiPay as well as strategy for deployment Managed the solution and deployment of a major system defect for EasiPay Achievements Defined the Pay on Time Campaign that achieved a cash uplift of $4.8M Identified key system defect in Origin’s Payment Scheme product Management the EasiPay redevelopment program

• Senior Technical Business Analyst

  • Apr 2014 - May 2015

  Project Biscuit is a Business Transformation project for Origin’s Business Sales and Service division using Gentrack Velocity. As a key senior member of the Data Migration team for Project Biscuit Keith was instrumental in setting up the initial data migration processes and governance including the data migration strategy and data governance framework.Key Achievements:• Initial Management of the Data Team. • Delivery of the Data Migration Strategy, Data Governance Framework and Data Migration Options Paper.• Functional Workshops participation and review of Functional Specifications providing solution recommendations.• Liaising with Project SMEs to resolve functional and data gaps including data needs to support Functional and reporting requirements.• Development of ETL solutions using MS SSIS. • Data Modelling to deliver Conceptual Data Model as well as Functional Model mapping.• Development of Data Quality Register and data cleanse processes.• Data Analysis and Data Profiling using Enterprise Data Tools (MS SSIS)• Preparation of Data Working Group Documents.• Solution Design for: Single Customer View; Customer Management; QAS Address Cleanse; Products and Pricing, etc.• Source to Target mapping and managing the master Source to Target Document with Gentrack.• Providing data extracts for the SMEs to support functional design.



Origin Energy

• Australia
• Utilities
• 700 & Above Employee

• Senior Data Analyst

  • Mar 2012 - Oct 2013

  As a senior member for the Data Management Team on the NSW Integration Project, Keith helped the Project to successfully transition Origin’s NSW Customer Acquisitions ahead of time and under budget.Key Achievements:• Participation in Blueprint workshops, review and provide feedback of: functional specifications; Work Packages; etc.• Work with data profiling team to develop/enhance data profiling scripts using Datastage.• Working with the legacy NSW Network/Retail businesses to rectify data anomalies through the Data Working Group to enable successful migration of legacy data to SAP IS-U/CRM.• Provide guidance and expertise to migration team around how SAP functions (e.g. Concessions, Business Master Data, products, etc).• Develop migration and system solutions for key business gaps between legacy systems/processes and SAP IS-U/CRM.• Develop and manage the data enrichment pipeline to fix data anomalies during the migration phases (Dress Rehearsals, Cut-Over).• Provide guidance and support to the Business Solutions team through data analysis and knowledge of SAP.

• Technical Business Analyst/Data Analyst

  • Mar 2010 - Mar 2012

  Retail Transformation was Origin Retail’s major Business and System Transformation project using SAP IS-U/CRM. Keith was a key member in the Data Migration team that helped Origin deliver a successful transformation project.Key Achievements:• Develop end to end migration solutions for Siebel data to SAP IS-U/CRM.• Developing Extract and Transform (ETL) workflows with the Datastage developers.• Current State Business Impact Analysis• Data analysis of CMO systems based around defined profiling from RT Data Migration.• Validate and improve/update data queries produced by data migration for CMO systems.• Develop data validation scripts to ensure that profiled data was been cleansed correctly by Origin’s IT support teams.

• Technical Business Analyst

  • Aug 2009 - Mar 2010

  As a technical business analysts Keith has worked closely with the Origin business on several pieces of work from simple BAU RFCs to complex projects such as JackGreen. Along the way he has picked up several ROAR appreciation awards as well as high praise from the business for his help and dedication.Key Achievements:• Creating business requirements and functional specifications for large projects like Frozen Accounts and Integration Hubs, JackGreen• Work with business stake holders to clarify and expand on RFCs or programs of work.• Working with SAS developers to define SAS Customer DataMartFrozen Accounts/Integration Hubs:Keith was responsible for co writing the business requirements and functional requirements for Frozen Accounts as well as help Wipro with the development of the SQL scripts to enable the freezing of Siebel accounts. Key Achievements:• Solution design of the Frozen Accounts and Integration Hubs process in Siebel and billing systems.• Defining the business requirements and functional requirements.• Development of SQL scripts for data analysis and profiling after each freeze run.• Develop and profile the data results of the freeze process to ensure that all accounts, sites in Siebel are frozen correctly to match with the SAP migration.JackGreen:As a key member of the JackGreen Data Migration Project, Keith was responsible for the data analysis, quality and remediation of data issues to ensure Origin was able to migrate and start billing the customers with the least disruption and impacting the customer experience.Key Achievements:• Develop the Data Migration Processes.• Develop ETL processes with the SAS data analytics team• Analysis and profile of the data for data quality remediation, bucket analysis.• Management reporting as well as presentation at the weekly Project Governance meetings.• Received an “Appreciation Award” from the Head of Origin Retail Business.

• Siebel Solution Specialist

  • May 2008 - Aug 2009

  As a solution specialist, Keith provided guidance and recommendations on solutions to both the business as well as Wipro during the development phases of both small projects and RFCs.

• Defect Manager

  • Dec 2007 - May 2008

  Keith’s role as the Defect Manager during the Managed Evolution (ME) project Heightened Support period included:- Coordinate defect allocation and resolution through the use of Test Director Software.- Ensuring that SLAs were met based on defect severity and priority.- Conduct weekly meetings with key business state holders to provide updates and guidance on business issues and defects.- Conduct weekly meetings with billing system technical teams to ensure cross-system defects were resolved.- Working closely with the BOND project defect coordinator to ensure Siebel defects identified in BOND were retro-fitted back into the ME solution.- Working closely with the testing manager to ensure retesting of defects.- Ensuring that defects were allocated to the right deployment package.

• Siebel Integration Specialist

  • Jun 2007 - Dec 2007

  Keith’s role within the integration team was to help develop key interfaces between the CRM system (Siebel) and Origin’s billing systems as well as the energy market (NEMCO/AEMO):- Develop the technical design documents for the interfaces.- Working with the Origin interface team to develop the XML messages through the use of XSLT and Siebel workflow and eAI components.- Working with the SWAT teams to perform deep analysis and correction for interfaces that were initially built but were failing.

• Siebel Automation Lead

  • Oct 2006 - Jun 2007

  As the automation lead for the Origin Manage Evolution (ME) project, Keith managed the Automation team, ensuring that all automation solutions were designed and built on time. He was responsible for analysing, understanding and managing the development of all automation (Siebel workflow) as well as developing the Siebel Workflow framework, Keith’s role included:• Assist the Functional Team Leads in functional design creation.• Keith also developed the functional specifications for a critical component of the system which received high praise from the solution architect.• Managing a team of eleven individuals through functional design through to build, test and deployment by:• Providing technical expertise and developing Technical Guidelines.• Develop a common error handling process for Siebel workflow.• Mentor junior members of the team.• Assigning and managing project deliverables. • Ensure the teams activities were managed in an effective and efficient manner• Support the Project Manager in delivering the CRM application.• Working closely with the other technical leads to ensure delivery of a robust technical solution that met the business’s needs.• Working with the business analysts, architects and testers to ensure that functionality was clearly defined or clarified as well as adhered to architecture principles as well as resolve defects.• Problem resolution within defined practices and policies. • Translate business requirements to technical specifications.• Design, build and unit test Siebel automation solutions.• Write documentation to support automation solutions.• Assist the different Test phases in ensuring timely analysis and resolution of assigned bugs and defects to the automation team.



ANZ

• Australia
• Banking
• 700 & Above Employee

• Siebel Consultant

  • Nov 2005 - Oct 2006

  Keith was brought on board to initially assist with the development of the Siebel solution and help develop the internal Siebel support team for ANZ. Keith’s role included: • Managing knowledge transfer between Siebel Systems and ANZ on-shore support staff • Conducting interviews with the ANZ support lead for key full-time roles within the off-shore group. • Manage the deployment and upgrade to Siebel 7.8 into production:  • Developing the project plan and run sheets for all tasks to be carried out.  • Liaising with ANZ IT and 3rd party interface parties to identify all tasks that needed to be performed during the upgrade  • Liaising with the ANZ infrastructure manager to ensure infrastructure requirements were met.  • Resources planning to ensure key roles defined and staffed.  • Working with the business implementation team to help define cut-over strategy and success criteria.  • providing technical assistance for Integration, User Acceptance and Quality Assurance testing.  • Siebel configuration and workflow development. • Defect management and resolution.



Sensis

• Australia
• Advertising Services
• 700 & Above Employee

• Siebel Consultant

  • Nov 2004 - Nov 2005

  Keith’s role included: • Design and development of Campaign Planning for Print (CPP) functionality through: • Configuration, Runtime Events, Personalisation and scripting • Design/develop business services to create more complex business logic within Siebel • Design/develop Workflows, Assignment Manager and data validation rules to ensure business processes are followed and enforced. • Build interface to Siebel Analytics through SOAP calls to perform specific functionality not provided out of the box. • Supporting the business users during UAT • Deployment of solution into production using Siebel server management and analytics server management (on UNIX). • Working with the Informatica ETL developers to develop ETL scripts to load Oracle OBIEE Star Schemas Online Campaign Management Project As part if the development/support team Keith was responsible for leading and developing a point release for the Sensis Online Campaign Management (OCM) Siebel 7.7 application: Keith’s role included: • Run requirements gathering workshops to develop the functional design and technical design documents • Working closely with Sensis technical architects to ensure the solution met Sensis’ design guidelines and technical architecture. • Development of functionality through: • Configuration, personalisation, runtime events, Workflow and scripting Keith’s other day to day activities included: • Making recommendations to business application owners on how to better leverage out-of-the-box Siebel 7.7 functionality to achieve requirements • Costing future releases by identify solutions to the different business requirements for each new release. • Providing recommendations to Novell in relation to Siebel standards and best practice.



NAB

• Australia
• Banking
• 700 & Above Employee

• Senior Analyst Programmer

  • Apr 2003 - Nov 2004

  - Develop and maintain functional detail design documents and baseline technical specifications - Provide Siebel expertise to the design team and to make recommendations as to how specific functionality could be achieved through Siebel - Provide support to the development and testing teams - Provide support to Pilot, Deployment and Production activities - Development of the Sales and Illustrations application based on the functional and technical design specifications through: - Configuration and scripting - Design/develop business services to create more complex business logic within Siebel - Design/develop Workflows and data validation rules to ensure business processes are followed and enforced. - Mentor and support the novice members of the project to help develop and nurture their Siebel skills



Accenture

• Ireland
• Business Consulting and Services
• 700 & Above Employee

• Siebel Consultant

  • Jan 2003 - Apr 2003

  As part of the online interfaces team, Keith was responsible for the upgrade and enhancement of online interfaces to several backend systems using different integration methods such as COM, MQ Series and workflow. Keith’s tasks were: - Document all interface enhancements and changes. - To enhance and upgrade all interface code written in Siebel VB to eScript within business services and business components from Siebel 6 to Siebel 7.5.2 making use of browser script and business services to reproduce Siebel 6 message box behaviour etc - Replace the Loans Origination interface using MQ Series in Siebel 6.x to use the MQ Series AMI adaptor and workflow in Siebel 7.5.2 - Develop and implement all other online interfaces through Siebel workflow - Provide support to the testing team



Capgemini

• France
• IT Services and IT Consulting
• 700 & Above Employee

• Manager

  • 2001 - 2003



Ernst & Young Management Consulting

• Manager

  • 2001 - 2002



Arthur Andersen

• Senior Consultant

  • 2000 - 2001

  Keith was a Senior Consultant within the Customer Relationship Management service line of Arthur Andersen Business Consulting. Keith’s roles included: Media: Arthur Andersen was engaged by News Corporation to deliver an enhanced version of Siebel 2000 Call centre and Sales and Marketing modules to meet their growing CRM needs. Keith’s role included: - As the development team lead for Call Centre and Sales and Marketing streams: - Working with stakeholders to clarify functional gaps and make recommendations on solutions to reduce these gaps - Mapping of detailed functional specifications to technical development specifications - Application development (Config/scripting) and development of custom media functionality within Siebel (eg. Subscriptions) - To liaise with third party software developers such as eLoyalty to Co-ordinate delivery of vendor Functional and Technical Design Specifications following - Liaise with Siebel expert services on reviews and requirements Internal Project: As the project leader, Keith was responsible for documenting a business case for the Andersen solution centre: - Gaining acceptance and funding for the Implementation of a CRM Solution Centre - Researching and presenting the business case to the business sponsors (partners) for approval - Developing new and utilities existing external vendor relationships to obtain the required hardware and software (Siebel, Onxy, Clarify and Oracle 11i) - Deployment and utilisation of the solution centre to support the company’s CRM practice



TUI Consulting

• Senior Consultant

  • Oct 1997 - Jan 2000

  Retail Transformation project for Mercury Energy in New Zealand. Keith’s roles were: - Project managing the Wholesale Trading / Risk Management / Settlements software implementation through: - Facilitated workshops between 3rd party vendors and the business - Performing quality reviews of all functional and technical documents - Working closely with key stakeholders to manage relationships and co-ordinate requirements and project status - Performed software evaluation on Trading/Risk Management/Settlement software - Co-ordination of vendor delivery of functional and technical design specifications through defined methodologies and managed the delivery of their software - Built custom reports for trading and settlements system - Provided support and guidance during Pilot, Deployment and Production activities - Team lead the system design of constable market modules: - Managed development phase using Rational Unified Process Model (RUP) - Worked as part of Testing team to test and fix defects - Co-managed roll-out of “Real Time Data Management” module



Clockwork Software Systems

• Software Development
• 1 - 100 Employee

• Analyst

  • 1995 - 1997