I am an IT Operations Specialist/Business Analyst my responsibilities include leading the ramping up telemetry, monitoring and analytics initiatives, working closely with Major incident management SMEs, gathering user requirements from business stakeholders, and defining KPIs for ITSI and Automation tasks. My achievements include successfully implementing the ITSI initiative, championing data initiatives, driving continuous process improvement, and creating the product roadmap and backlog. I have a great understanding of Vodafone Oracle customer centric stack and have conducted GAP analysis for stakeholders.

My responsibilities include leading R&D teams, conducting GAP analysis, defining data onboarding for Splunk, and implementing Agile ways of working. I have achieved an innovative ITSI initiative, proactive monitoring, data compliance and continuous process improvement. I have also championed data initiatives, created the business case for ITSI, managed budgets and projects, and defined KPIs and Automation tasks.

As a Principal ITSM Business Analyst, I have worked to deliver the ITSM tool to replace their current EOL ITSM solutionI have also scoped the CMDB project for Ivanti CMDB to align the UK service operations with the Global service operations model. I have carried out a discovery exercise to understand the current asset management processes (ITAM) and a GAP Analysis exercise to help shape requirements for the Ivanti ITSM and Ivanti CMDB. I have worked with key stakeholders to define PAM (Privileged access management) requirements, as-is and to-be process modelling using BPMN and Swim Lane to define core ITIL processes, data analysis, service level agreements requirements gathering and business needs analysis, data residency and cyber essentials plus certification needs analysis, process modelling for Service Transition, data dictionary documentation, training plan documentation, user manuals, and critically reviewed and amended the Global ITSM process passports.

I worked on BT Global DigiCo transformation program to develop and build the BT internal quoting platform for CPQ (My Quote). I coordinated sprint planning sessions, retrospectives and backlog refinement to ensure agreed user stories were delivered according to acceptance criteria/definition of done. I supported the Product Manager in defining the roadmap for the fiscal year, trained the scrum team on Agile ways of working, ran/coordinated demo sessions for senior leadership and key stakeholders and developed test cases and a test plan for the completed features. I analysed JIRA data to understand how bugs/defects were managed, supported users of My Quote Platform and measured user experience by conducting and analysing surveys. I also prepared user guides for the My Quote Platform and tracked different user issues confirmed through testing.

I was working on BT Global SIMPLIFY transformation program to change and transform how BT Global sells, contracts and delivers its solutions to their Global customers. My responsibilities included stakeholder management, process modeling, defining KPIs, gathering user requirements, developing Qlik dashboard, defining user stories, driving data usage, organising workshops and training users. I also managed SALESFORCE and PEGA developers, identified areas for continuous improvement and supported Scrum master and Deployment lead.

As a Business Analyst with two years of experience, I have been working on BT Global SIMPLIFY transformation program. My responsibilities include defining KPIs, process modeling, stakeholder management, driving data use, implementing Qlik dashboard, defining user requirements, defining transformation objectives, managing change request and more. I have been successful in delivering the required results and meeting the objectives of the program.

My responsibilities included gathering user requirements from customers, wireframe/mock-up designs, building the business case, conducting GAP analysis, writing user stories and acceptance criteria, creating product road maps, managing risks, and change management. I worked on two projects: End-User Analytics and Intelligent Support. I achieved a business analysis action plan, GAP analysis report, user stories and acceptance criteria, and product road map.

My responsibilities included building tables on SQL, building data models, building report visualisations on Microsoft Power BI, hands-on training on Azure Data Factory, scoping the Power BI project, identifying and prioritising data cleanup activities, researching KPIs, documenting processes, and providing valuable insights leveraging data. I also created a Sales KPI Dashboard and data models, contributed to building the finance KPIs on the dashboard, identified data points, documented processes, and contributed to the scoping of the Power BI project. During my training, I created a Project Initiation Document and Business Requirement Document for ITV, a workshop agenda for Thomas Cook, and process diagrams for Team Satchel’s ‘Show My Homework’.

I have been working with Technical Account Managers in account planning sessions to build client relationships, manage and maintain old client base. I have also been working together with project managers to ensure timely delivery of IT projects to customers while also accounting for deliverables and measurable outcomes to ensure customer satisfaction. I have been responsible for Salesforce customisation, migration of on-premise Salesforce to Microsoft Azure, Power BI and O365 deployment, and SharePoint online migration. I have also been supporting the SMB business segment to enable sales through channel partners and increase transactions in non performing accounts. My job also involves coordinating across multiple teams to ensure sales closure, researching to ensure best practice, and analysis of customer incidents.

I was responsible for building new client relationships and managing and maintaining old client base through account planning for all accounts in designated territory. I developed compelling business value outcome backed proposals, bids and tenders for securing new IT projects. I customised the Salesforce Org used within the business to manage customer relationships and managed projects to ensure timely delivery of IT projects to customers. Additionally, I created wireframe/mockup designs to enable prototypes for customers, negotiated sales and financial agreements with old and new clients, collaborated with Independent software vendors to increase value propositions of our technology solutions, sold online library solutions to universities and portal solutions to both universities and high schools, and created partnerships with organisations to sell solutions through their channel partners.