Qualifications Summary

A Project Manager and Senior Business Analyst with over 14 years’ experience in analyzing diverse business needs to implement and manage IT systems, establishing and delivering IT Services (ITSM), leading system upgrades, process design and Operational Excellence (OE) initiatives and implementing ERP systems for world’s best companies from telecom, oil & gas, construction industry and government organizations

Highly skill full in managing change in a global service environment supported by rich multicultural experience from Norway, Canada, Pakistan; quickly adapted and led IT organization change initiatives; collaborated with world’s leading application support partners like Accenture, Teito and ensured vendor SLA compliance on support, project deliveries and OE initiatives

Implemented ITSM project; developed, owned and optimized ITSM processes i.e. Service support processes (incident, change, problem, release and performance management) and service delivery processes (service level management, availability and capacity)and improved overall SLA compliance by 15% with significant reduction in operational cost

Delivered three full life cycle Oracle ERP projects, database and application upgrade projects using water fall and agile methodologies; conducted requirement gathering workshops, performed requirement analysis, developed current state, gap analysis and future state documents, on boarded stakeholders and collaborated with technical teams and business users for system configuration and UAT followed by successfully systems roll out

Established global Software License Management (SLM) as a centralized service for Telenor group of companies in Europe and Asia; collaborated with global sourcing team, developed SLM processes, on boarded stakeholders and major software vendors like HP, Oracle, Microsoft and operationalized the service; SLM service generated USD $ 2.4 M cost savings in over 2 years

Ten years of direct supervisory experience in a multi-cultural environment; managed up to nine direct resources located in Norway and Pakistan; led operational & project teams and supported peers for cross functional deliveries

Professional Certifications, Trainings, Courses

ITIL Certified Service Management – BCS IT UK

Oracle Certified Developer

Six Sigma Certified (Yellow Belt) – Telenor

PMP Training – PMI Registered Institute BMC US

Oracle HR, Financial Modules Training – Oracle

SQL, PL SQL Certified – Oracle

Corporate Readiness Program – BVC CA

MS Word, Excel, SharePoint, Visio, Project, Access

Programming Languages, C, VB – NUST

Advance Information Security & Audit - SZABIST

Operating Systems - Linux, Windows

ITIL Change Management Training

Professional Experience

Business Analyst Mar 2016 – May 2016

Userful Corporation - Calgary, AB

Developed system design document for cloud version of Userful product and coordinated with product development team to develop prototype, perform testing and release new features

Automated agreement signing process; identified and shortlisted e-signing application, developed current state and future state process documents and presented future model to steering committee for approval

Configured test environment, coordinated with business users from Calgary and Vancouver to perform UAT and successfully rolled out the system

Conducted workshop with sales team on system features and post live technical support model and ensured smooth transition from manual to automated agreement signing application

Senior Business Analyst Project Lead Feb 2009 – Aug 2016

Telenor - European Telecom Company (Norway, Pakistan)

Managed Oracle ERP system support and projects for integration of business application with point of sales systems and banking solutions for online payments to vendors

Automated the AR invoices uploading process; built solution to load bulk of AR statements that improved efficiency by eliminating non value added work load and data quality by identifying invalid transection before posting

Simplified vendor payment process by automating vendor payment from Oracle ERP to Bank; electronic payment solution eliminated the Cheque printing process resulted in operational cost savings and improved vendor payment time

Supported financial data analytic by provided customized reports to F&A department to meet internal reporting requirments

Owned global incident resolution and change delivery processes; analyzed and streamlined value chain model for 1st, 2nd and 3rd line support through workshops with SMEs, removed vendor-customer SLA gaps and improved incident resolution SLA compliance by 10%, change SLA compliance by 17%

Centralized the performance measurement domain to gauge the performance of ITSM KPIs; developed requirement document, current and future state of KPI reporting processes, conducted workshops to get feedback, bridge gaps and successfully on boarded stakeholders; project reduced recurring operational cost by USD $ 0.12M through FTE reduction and improved management report delivery time by 4 days

Supported CIO, VPs of each division in defining and reporting KPIs for management meetings; collaborated with CFO to prepare board package for IT & non-IT performance review

Conducted weekly performance review meetings with global support vendors; identified performance gaps and followed up to meet SLAs

Collaborated with global support vendor and improved change release process by rationalizing SIT and UAT testing time for major release for timely change deliveries

Tracked issues impacting performance, identified problems, collaborated with technical team and application support partners to fix problem and all associated incidents

Acted as change manager and participated in change advisory board (CAB) to review change impact, cost and approvals

Supervised incident, change & problem management process; coordinated with Help Desk (HD), support partner for issues root cause analysis, reduction in tickets & change backlog

Acted as an escalation point for application incidents and change requests; chaired war rooms for severity 1 issues, collaborated with global service desk and partners for issue resolution within SLA timelines and communicated progress to stakeholders and business users till incident closure

Developed As-Is (current state), To-Be (future state), Gap analysis & Gap fit documents for Oracle financial system upgrade from 11i to 12g; collaborated with technical teams to prepare setup templates and coordinated with business users to perform upgrade testing

Collaborated for development of system architecture of global ERP application (Financial) that rolled out in multiple BUs; facilitated requirement gathering and process mapping tasks, identified application customization needs, effect on ERP system & worked out associated risks’ probability & impact; developed MDM strategy for future ERP rollouts in new Business Units (BU)

Closely worked with senior management on IT organization restructuring projects; defined processes, RASCI and governance for IT managed and staff augmentation service models and collaborated with global teams to develop global IT service delivery centers

Senior Business Analyst IT Consultant (Pakistan) Dec 2007 – Feb 2009

LMKR – Petroleum & IT Consulting Company

Developed project charter, project plan and implemented Oracle core HR and SCM modules

Coordinated with business functions and conducted requirement gathering workshops, analysed business needs, produced As-Is, To-Be documents and successfully implemented project scope

Developed standard to define Master Data, prepared templates to collect data from business users & prepared APIs for mass data uploading

Collaborated with technical team for test case development, coordinated with stakeholders to perform User Acceptance Testing (UAT) and managed solution deployment in production

Closely worked with account manager for development of business proposals; delivered technical proposal for Oracle Hyperion implementation followed by successful sale

Principal ERP & Business Analyst Nov 2006 – Nov 2007

National Logistic Cell – Logistic and Construction Company (Pakistan)

Coordinated PMO activities; recommended phased approach to roll out Oracle Financial, HR, supply chain and transport management modules in multiple business units of NLC

Identified Master Data Definition (MDD) level issues, conducted workshops to develop MDD process, cleanse MD and successfully implemented revised MDM processes that ensured master data correction at organization level

Prepared templates to collect data from business users & developed APIs for mass data uploading

Coordinated with business users to gather customized reporting requirements; designed, developed, tested and registered reports in Oracle ERP application

Automated inventory management for tire manufacturing business unit of NLC; developed current state and future state process documents and implemented Oracle inventory and purchasing modules

Developed ITSM strategy; analyzed business, service, operational and technology requirements, developed incident and change management process, on boarded 3rd lines support partner and successfully operationalized the processes

Implemented service desk system to raise, track, update, resolve and close incident tickets and change requests

Optimized major incident handling processes defined responsibility matrix, revised business partner support agreements and successfully implemented the scope

Managed vendors, stakeholders’ and coordinated for deliveries as per service level agreement

Techno-Functional Consultant/Project Manager Sep 2001 – Oct 2006

Ora-Tech Systems (Pvt) Limited – Oracle Partner Company (Pakistan)

Performed requirement analysis, produced design document and developed custom application, reports using Oracle developer; developed procedure, function, packages using SQL and PL/SQL

Coordinated with business users for requirement gathering workshops, developed As-Is (current state), To-Be (future state), Gap Analysis and Gap fit documents

Installed Oracle application and completed setups for Oracle HR and financial modules

Prepared templates to collect data from business users & developed APIs for mass data uploading

Successfully rolled out custom built and standard ERP applications and provided post live support

Education

MBA SZABIST University PK (Finance and Project Management)

MSc Economics Quaid-e-Azam University PK

Degree assessed by International Credential Assessment Service, Canada

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