Senior Business Analyst: Microsoft dynamics 365 CRM implementation

• May 2021 - Present

Atturra is a world-class diversified group employing 500 employees and has over 600 plus clients across Australia. Atturra has implemented thousands of technology deployments across dozens of industries and hundreds of organisations nationwide, resulting in effective and elegant end-to-end outcomes. Microsoft Dynamics CRM 365 implementation to manage end to end business processes for ESC • Capture and analyse requirements to create detailed User Stories and testable Acceptance Criteria • Build strong relationships with key stakeholders across the organisation to obtain cooperation to actively contribute to Parks Victoria through effective cross functional engagement • Manage over 2200 functional requirements with the client and assist in backlog planning and grooming • Assist in facilitation of UAT Show less

The Lottery Corporation: - Senior Business Analyst: Cloud Based Telephony Program

• May 2022 - Dec 2022

Tabcorp is a world-class diversified gambling entertainment group employing 5000 people across Australia. De-merger of Tabcorp and the Lotteries corporation • Mapped out end to end processes for the shared functions of the business. • Designed the new call flow model and structure for business units within Tabcorp. This involved working with Vendors, Solutions Architect, Data scientists and senior business stakeholders • Assisted in detailing API requirements for the Telephony system to integrate with other CRM’s used by Tabcorp • Assist in facilitation of UAT Show less

Tabcorp : - Senior Business Analyst: Cloud Based Telephony Program

• May 2019 - May 2021

Tabcorp is a world-class diversified gambling entertainment group employing 5000 people across Australia. Enterprise wide Cloud Based Telephony (CBT) & Workforce Management (WFM) platforms • Managed Request for Proposal (RFP) process, including development of RFP and vendor response documents; vendor liaison; developed and managed assessment tools and process. Responsibilities : • Designed the new call flow model and structure for business units within Tabcorp. This involved working with Vendors, Solutions Architect , Data scientists and senior business stakeholders • Assisted in detailing API requirements for the Telephony system to integrate with other CRM’s used by Tabcorp • Assisted in facilitation of UAT • Helped with the planning, facilitation of the cutovers and post customer hypercare activities Show less

Senior Business Analyst

• Nov 2015 - May 2019

The digital team within Energy Australia operates on the Agile methodology. It is responsible for several applications (customer and consultant facing) including EA’s website. Shiv is part of several scrum teams as a senior business analyst. During his time at Energy Australia he worked on several large programs and possess knowledge various areas of Gas and Electricity retail business such as pricing, credit and collections, billing and Digital Key Programs • Credit Decision Engine – A near real time credit assessment capability across all customer sales channels (EA Agent, third party and self-serve), including an Australian utility first multi credit bureau and ID validation capability. • Power of Choice – A regulatory initiative that was industry changing in many way. It gives retailers the opportunity to negotiate better pricing with Meter and data providers thus leading to offering better deals to the end consumer • Payment Difficulties Framework (PDF) – Support for the VIC government regulated payments framework as well as rolling out a dedicated collections management solution, including deprecation of credit capability within EA’s CRM and Billing solutions. Responsibilities: • Conducting discovery workshops with UX , Designs PO’s, Dev’s and Testers to elicit requirements • Writing user stories and acceptance criteria • Key inputs into the PI planning session – part of the scaled agile framework • Support during Testing (SIT) and Hypercare phases of programs Achievements: • Performed the Dual role of a delivery lead on multiple occasions • Successfully implemented the Credit Decision Engine whilst performing the dual role of Business Analyst / Digital Delivery lead. Coordinating digital requirements and release between five delivery teams • Lead BA on the power of choice project, completed complex pricing requirements for digital within extremely tight time frames Show less

Senior Business Analyst

• Jan 2015 - Aug 2015

Senior Business Analyst: WIAU (Wesfarmers Integration Program) IAG acquired Wesfarmers Insurance in 2014 and established a large program of work to integrate both businesses. Shiv was engaged as lead business analyst on the telephony project responsible for the delivery of a successful migration of three unique insurance brands (2000 former Wesfarmers employees, working for 3 brands across 30 locations) onto the IAG telephony platform. Responsibilities: • Work with external and internal stakeholders to ensure that all Ex Wesfarmers staff are successfully migrated from the Wesfarmers telephony infrastructure. • Design, deliver and document telephony requirements by consultation and facilitation with business and technical stakeholders. • Collate and manage requirements and staff data nationally for the project. • Site lead on implementation day Achievements: • Seamless migration of 1000 contact centre users and 1000 Corporate telephony users onto IAGs Cisco platform in 30 locations across Australia and overseas • Successful execution of contact centre solution managing over 10,000 customer calls a day • 1000 diversions of old to new answer points • Porting all telephony to a new provider 140 13/1300/1800 numbers • Successfully deployed new WFM solution • Successfully deployed new Voice Recording solution Show less

Senior Business Analyst: Ginger Telephony Project

• Jan 2012 - Aug 2012

Responsibilities: • Manage the design and integration of the destination lookup telephony software into the overall telephony solution. • Design of overall telephony strategy for the Ginger Program as part of the project team. • Facilitate and conduct workshops with senior stakeholders in CGU to gather business requirements and recommend telephony solutions. • Setup telephony for a new nationally based virtual contact centre, which includes complex call flows, state based routing and other features such as hunt & pickup groups. • Conduct national call volume analysis to assist the with staffing and client impact. Achievements: • Successfully conducted the project using Agile Project Methodology. • Successfully coordinated the telephony requirements for the closure of 20 branches to ensure no effect on customer experience. • Accumulated and analysed national call volumetrics data to assist CGU in setting up a new nationally based call centre. • Designed and implemented key parts of the telephony strategy for the Customer Service Centre which goes live on June 1. Show less

Senior Business Analyst

• Jun 2011 - Jan 2012

Responsibilities: • Work with external and internal stakeholders to ensure that all CGU staff are successfully migrated from the Avaya telephony platform to Cisco. • Evaluate the current telephony environment and propose new Contact Centre Telephony solutions. • Design, deliver and document telephony requirements by consultation and facilitation with the CGU business and stakeholders. • Manage customer data collection nationally for the project. Achievements: • Substantial reduction of operational costs per phone (handset) by CGU. This resulted in savings of $740K annually for CGU. • Managed the data collections process for over 1,200 staff members involved in the migrations. Show less

Business Analyst / Project Manager

• Jan 2006 - Jul 2011

• Engage with business representatives at all levels such as senior management, operational managers, Call centre managers, Subject matter experts and business users to develop/ analyse business requirements and document specifications of projects for new products and enhancement current processes and systems. • Work effectively with project team and key stakeholders to develop Cost / Benefit models and present these to senior management. • Use techniques such as shadowing, workshops and interviewing to analyse processes and work with subject matter experts to design and manage business applications ensuring that proposed solutions meet customer requirements. • Collaborate and work closely with system architects and developers to evaluate current technical capacity in order to analyse and develop effective and realistic solutions. • Work on developing timelines for projects in accordance with development time and business priorities, ensure that all projects meet their stipulated deadlines and budgets. • Facilitate and/or participate in user acceptance testing or IT testing. • Conduct post implementation reviews/audits to gauge effectiveness of new processes and systems implemented in order to continually refine and maintain best practice modelling standards. • Work collaboratively and manage relationship with third party Suppliers (Telstra, Optus and Australia Post) to improve and develop processes between the companies. Show less

General manager marketing Asia pacific

• 2009 - 2010