Salesforce Business Analyst

• Nov 2022 - Present

Business Analyst/Iteration Manager & R&D Analyst/Iteration Manager

• Jul 2021 - Nov 2022

- Facilitating sprint planning, daily scrums, retrospectives, stakeholder meetings and software demonstrations. - Working closely with project delivery lead in backlog management and continuous delivery of features. - Directing and leading the development team from project initiation through to the delivery of the final product. - Ensuring the team remain focused on priorities, and documentation in Jira and Confluence is maintained. - Contributing to building a culture of continuous learning and improvement. - Gathering requirements from key stakeholders and subject matter experts to define the scope and requirements for implementation of an online fault reporting tool.

Business Analyst

• Oct 2019 - Jul 2021

- Engaged as Business Analyst to review backlog issues from existing Salesforce implementation - Implementation of Jira to manage current backlog, and Jira Service Desk for IT Support tickets - Planned and lead requirement gathering workshops to capture business, functional and non-functional requirement changes and new functionality needs - Review, validate and developed current business process maps, to identify gaps and future enhancements - Translated business user concepts and ideas into comprehensive business requirements including test cases

Senior Business Analyst

• May 2019 - Oct 2019

- Engaged as lead Business Analysis on project to select and compare case management solutions to enable the 25 key internal VSBC users to effectively consolidate and resolve 29,000 case disputes - Leads requirements gathering and design workshops to capture business, functional and technical requirements - Reviews and maps VSBC’s business processes, evaluates processes for re-engineering to improve efficiencies with a target of reducing bottlenecks and increasing resolution time, documents high level As-Is To-Be process change - Gathers and analyses business system requirements, evaluates and recommends commercial solutions - Evaluates VSBC’s business systems and recommends options to improve case-related data analysis by implementing a case management tool, improving manual processes to reduce bottlenecks, reporting capabilities and stakeholder management - Provides detailed analysis services and recommendations on 4 Cloud CRM solutions, including gap analysis against defined requirements - Advises on different solution capabilities including Salesforce Service Cloud and on alignment with the broader Departmental Salesforce strategies - Develops detailed VSBC business requirements documentation that can be fed into a solution process

Functional Salesforce Consultant/Business Analyst

• Nov 2018 - May 2019

- Provided analysis and consulting on [small to medium size] Salesforce implementations including Greenfield builds, upgrades, and migration to Lightning for medical and manufacturing clients - Led discovery workshops, created supporting documentation and process maps - Worked with Salesforce configuration, workflow rules, approval processes, process builder, reports and dashboards, sandbox and live production, data analysis and integrity, data migration and web testing across web, desktop and mobile environments, developed Best Practice and Quality Assurance processes - Managed client relationships, resolved queries and problems

Business Systems Support Officer

• May 2018 - Nov 2018

- Salesforce Administrator/Business Analyst - Delivered analysis on project to improve desk.com ticket triaging and resolution process, which cut issue resolution time by 50% on a volume of 154 tickets per month - Uplifted JIRA process by redefining the workflow to deliver more consistent and efficient ticket handling - Designed a new code deployment workflow to improve process maturity and enable a more consistent release train, ensuring a regular flow of release items to production - Maximised the use of business data through Salesforce for internal users and external partners - Developed and delivered training for users, updated training materials

Business Analyst

• Sep 2017 - May 2018

- Led implementation and configuration of Salesforce and supporting applications for greenfield builds - Analysed existing implementations to resolve design issues for diverse clients - Scoped and implemented upgrades to existing Salesforce environments, migrated legacy systems to Salesforce - Migrated existing Salesforce Classic environments to Lightning, configured supporting applications e.g. Conga Composer - Worked with Salesforce configuration, workflow rules, approval processes, process builder, reports and dashboards, sandbox and live production, data analysis and integrity, data migration and web testing across web, desktop and mobile environments, developed Best Practice and Quality Assurance processes - Managed client relationships, resolved queries and problems - Designed and delivered training to external users of the implemented solution

Business Analyst/Functional Consultant

• May 2017 - Sep 2017

- Provided business analysis and consulting on implementation of Salesforce and supporting applications builds, upgrades and migration to Lightning - Delivered enhancements to existing Salesforce instances - Managed client relationships, resolved queries and problems - Provided business analysis and consulting on implementation of Salesforce and supporting applications builds, upgrades and migration to Lightning - Delivered enhancements to existing Salesforce instances - Managed client relationships, resolved queries and problems

Business System Coordinator & Salesforce Administrator/Analyst

• Jan 2016 - Apr 2017

- One of the first in Australia to implement Salesforce Field Services without the requirement of an external consultant to execute- Scoped the works and requirements to implement Salesforce into ICS in October 2015, beginning with implementation of Desk.com and transitioning into Salesforce in April 2016- Promoted to lead implementation of Salesforce Field Service from June 2016 through to successful Go Live in October 2016- Enabled additional native applications to provide an end-to-end solution for the field services department including initial works requests, completing documentation in the field, invoicing and reconciliation- Configured Salesforce Lightning, Field Service module and supporting applications Steelbrick, Youreka Forms, Mission Control, Rollup Helper and Conga Composer

National Project Coordinator

• Jan 2014 - Jan 2016

- Delivered successful program for one of Australia’s leading Telco companies including the upgrade of over 3,000 sites nationally with an estimated revenue of $15.6m (products and services) with minimal business downtime- Shared project knowledge and project plans through national organisation

Administrative Assistant

• Feb 2011 - Jan 2014