Sep 2021 – Nov 2022 · 1 yr 2 mos · Sydney, New South Wales, Australia

• Leading Enterprise Service Management on the ServiceNow platform, including development of new operating models and Governance structures to support new implementations build as well as ongoing support.
• Leading Agile Transformation Initiatives, including operating model designs, training needs assessment and designing of change programs

Nov 2018 – May 2020 · 1 yr 6 mos · Parramatta, New South Wales, Australia

• Discovery lead and Scrum Master at NSW Police force, Digital Technology working across the Corporate and Operational streams of work. The program implemented an enterprise system of engagement for Operational policing, as well as Corporate functions such as Compliance and Risk management, Asset Management, HR Service delivery, Finance and Business management.

Oct 2018 – Nov 2018 · 1 mo

• Leading a cross functional team for the Design and delivery of the ‘Manage Customer relations’ stream of work as part of the 2018-19 strategic priority for the DFSI Better Regulations Division. This is the first Program stream as part of a 4 year Blueprint portfolio of work.

Aug 2018 – Oct 2018 · 2 mos

• Building and Managing the tactical program of work as part of the Better Regulations Division 4year Blueprint

Mar 2018 – Nov 2018 · 8 mos

• Service design lead in the Better Regulations Division leading customer centric service design for Business and IT projects using design thinking, Lean Six sigma and Agile principles

Jan 2018 – Mar 2018 · 2 mos

• Lead Business Analyst - Centre for Road and Maritime Safety Program

Jun 2016 – Jul 2016 · 1 mo

Nov 2014 – Dec 2017 · 3 yrs 1 mo

• Enterprise Service Management:
• The Enterprise service management project consolidated service desks across HR, Facilities, Asset Management and workplace services and Procurement functions in Transport Shared Services, which provides these services to TfNSW Corporate and other Transport agencies. This was achieved through improvements in business process and implementation of Service Now as an Enterprise Service management solution (Hosted Solution), in line with the NSW Government digital strategy.
• Worked on the project from inception to implementation alongside resourcing and managing the BA team
• Submitted a Business case for a $10Mn project for service management implementation. Delivered the project as Lead BA from inception to post go-live hand-over to BAU across all stages of the project.
• Drafted Request for Proposal to go to market
• Appointed as advisor to the Technical evaluation committee for evaluation of Responses
• Worked with TfNSW enterprise architects and solution architects to translate requirements into a robust enterprise system design.
• Product owner for prioritising the requirements backlog based on vendor sprint capacity
• Conducted workshops with senior stakeholders across multiple business functions to define core design principles
• Negotiated with senior stakeholders with competing agendas to arrive at a cross functional core design in line with established design principles
• Supported drafting a change strategy and performed initial change impact analyses
• Actively researched product features to solve current business problems and coached Business managers in using features of the solution to continually improve service delivery
• Reviewed test strategy, test plans, test cases and oversaw User acceptance testing.

May 2011 – Nov 2014 · 3 yrs 6 mos · Sydney, Australia

• I worked as an SAP Business Analyst for Konica Minolta Sydney. I handled business processes across Client services and Service CRM area which included the Customer administration, Contact centre, field service mobility, usage based billing, service orders and service and consumables processing and billing. I negotiated conflicting priorities between IT and the business to manage IT capacity.
• Projects:
• Successful SAP CRM upgrade from SAP 6.0 to SAP 7.0.
• Improved Customer Service and Service Technician efficiency through the Pro-active service notifications project.
• Improved Customer administrators productivity through the contract quality improvement project
• Managed service delivery across the business analysts and IT vendors
• Key Achievements:
• Delivered agreed cost benefits YoY for 3 years
• Awarded the General Manager's service delivery award for SAP Upgrade support

Jan 2006 – May 2011 · 5 yrs 4 mos

• Worked as an Senior SAP CRM consultant for clients across U.S.A and India in the electronics, automobile and retail domains
• A few of my client roles roles include
• 1) SAP CRM Master data consultant
• 2) SAP CRM functional consultant for logistics and field support.
• I have successfully transitioned the Logistics and field support module in the SAP CRM service implementation from U.S to Bangalore, post Go-Live. for support delivery

Nov 2003 – May 2005 · 1 yr 6 mos · Bangalore