Business Analyst Analysis
Resume:
Jyoti Prakash Swain (JP)
Mob: +61-481****** Email: ad5shi@r.postjobfree.com Web: https://www.linkedin.com/in/jpswain Career Profile
I have 15+ years of experience in Business Analysis, Process Improvement, Data Analysis, Project management, & Service Management in Banking, Telecommunications and Government domains. I am proficient at identifying improvement opportunities and helping businesses by providing insight, designing processes and technical solutions to meet their need, and having the ability to take control of a situation and make decisions. My astute analytical ability and personability make me a delight to work with.
Key Skills
Strong experience of automation of service management process using ServiceNow. ServiceNow CSA certified
Experience leading and facilitating requirements workshops and technical meetings.
Strong experience of end-to-end business analysis from abstract brief and documentation of specification
Excellent Inter-personal skills, comfortable and successful establishing professional relationships especially remotely.
Six sigma black belt certified. Strong experience of process optimization and continuous improvement
Capability in developing RFP responses to meet client requirements
Strong experience in large & complex digital transformation project working in Agile framework. IIBA Agile Analysis Certified.
Business Process modelling: AS-IS and TO-BE business process maps as per BPMN 2.0.
Demonstrated experience in creating project artifacts- Business Requirements Documents, Functional Specification Documents, Narratives, Use case diagrams, User journey maps, Requirements Traceability Matrices, User stories & wireframes.
ITIL V4 certified. Demonstrated experience of designing and implementing ITSM processes.
Good understanding of framework/standards – ISO20000, ISO27001, ISO9001, TL9000, CSDM, eTOM, CPS230
Extensive experience in developing procedural documentation for technology & service management
Ability to interpret technical data to non-technical audience and vice versa.
Demonstrated experience in change management for technology transformation programs
Excellent contractual acumen for managed service partner and vendor management
Proficient in using MS Office/Project/Visio, MIRO, ARIS Express, Balsamiq, JIRA, Confluence, IBM Blueworks Live, Lucidchart
Strong data analysis skill in using SigmaXL, Python, MySQL, Tableau, Knime
Exposure to digital platforms like SalesForce. Good experience of customer experience projects.
Strong multitasking skills – ability to meet deadlines while working on multiple initiatives Professional Experience:
A. Dept. of Children, Youth Justice & Multicultural Affairs, QLD (Sydney – Remote) Apr’24 – Contract until Jun’24
Role: Senior Business Analyst
- Perform gap analysis across Information Services and provide recommendations to ensure efficient data collection and analysis including ServiceNow and other OSS/BSS to improve ITSM processes and associated performance reporting. B. Westpac Oct’23 – Mar’24
Role: Senior Business Analyst
- Business Analysis for automating Group protective services using ServiceNow Integrated Risk Management (IRM):
- New features for Person risk assessment and Event risk assessment.
- Enhancement of Branch location risk management and Physical security incident management.
- Documented process maps and created user stories including acceptance criteria, Non-Functional Requirements. C. Vocus Apr’22 – Oct’23
Role: Senior Business Analyst - New feature activation to uplift service information availability at customer touch points on ServiceNow and SalesForce to improve service assurance.
- Led the implementation of the Change hazard notification feature involving ServiceNow ITSM, Mulesoft, and SalesForce
- Business analysis for community portal changes for customer viewing change notification and change linked cases.
- Identified key service characteristics and uplifted CMDB to enhance Support centre agent and customer portal views.
- Designed CMDB scripted and desired audits and business rules for the CMDB remediation program.
- Led the CMDB remediation including workflow scripts analysis and updating SOP to capture service attributes.
- Business analysis for new workflow build and enhancement in ServiceNow to support new product launches.
- Functional testing for Omni channel Webchat/voice call functionality for customers
- Business analysis for ServiceNow Order Management for Telecommunications (OMT) implementation.
- Designed Incident management process for support groups for digital assets and created backlog. D. Commonwealth Bank of Australia Jun’19 – Apr’22
Role: Non-Production Resilience Manager – Digital Operations Technology (DOT), Sydney, Australia I was responsible for improving the resiliency of the non-production environment through Process and tool uplift.
- Defined an operating model to support Non-prod IT environment and fast-track issues affecting quality assurance for major releases.
- Defined vital business transactions, owners, assignment rules and proactive notification involving internal and external teams to resolve issues quickly.
- Led post-incident reviews and program management for key improvement initiatives for the non-production environment across all DOT domains.
- Set up metrics to track and improve test environment user experience.
Role: Business Analyst – Service Management and Orchestration, Sydney, Australia I was responsible for facilitating workshops with business & IT stakeholders to gather system requirements, backlog refinement/prioritization, creating epics/user stories/test cases, driving delivery on ServiceNow platform through scrum ceremonies. I worked on the following:
- Enhancement of Service portal for End of Support remediation of IT Assets management
- Enhancement of Custom application for Resilience & Risk prioritisation as per APRA requirements.
- Enhancement of custom application for Portfolio management
- Enhancement of Availability Non-Negotiable (ANN) feature to ensure the operational readiness of projects.
- Designed OOTB virtual agent for webchat facility for ServiceNow users from service portal.
- Functional testing for different applications, including ITSM and GRC (Policy and Compliance) for ServiceNow upgrade.
- Business analysis for Integration of ServiceNow with Ariba, VRO, Skype for Business, PingID, and CMDB for workflow automation. -
- Defined OLAs and Service Management Plans for supporting systems for the new service catalogue items.
- Business analysis for setting up automated ServiceNow health monitoring and alerts to Support teams.
- Managing critical stakeholder communications on U/I changes and new feature availability on ServiceNow upgrades. E. RXP Services Ltd (Currently part of Capgemini) Oct’15 – Jun’19
Consultant – Enterprise Service Management & Business Process Management, Sydney, Australia
Client: Transport for NSW (Role: ServiceNow Process Analyst): I worked on improving ServiceNow tool usage by analysing the current Process. These included working on the following:
- Analysed channel data for improving self-service use. Analysed user navigation data on the Service Portal to enhance ease of access.
- Analysed workflow changes required in ServiceNow to support robotic process automation of manual data posting.
- Defined metrics/reports for tracking team productivity. Analysed knowledge article usage details.
- Analysed Business service architecture data in ServiceNow to improve usage and maintenance of service mapping information.
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Client: MADi Home (Role: Business Analyst)
I was responsible for business analysis for defining end-to-end processes and gathering requirements for automation of customer ordering and delivery processes involving modular home products for retail customers. These included:
- End-to-end business process modeling using Blueworks Live.
- Business analysis for implementing solutions for customer service management and field service management.
- Created user stories and user guides for ServiceNow and Salesforce. Designing scenarios for ServiceNow and Salesforce integration.
- Created wireframes for service portal for home design selection, delivery tracking, complaint handling and customer feedback.
Client: Downer (Role: Business Analyst):
I was responsible for business analysis for implementing the ServiceNow Field Service Management solution for the Tesla Powerwall contract. These included working on the following:
- Facilitated discovery workshops with business teams and prioritised requirements. Created user stories & requirement documents.
- Designed Custom Applications for Material requisition, including warehouse & construction partner inventory tracking in ServiceNow for Tesla, Telstra, and NBN contracts.
- Validated construction partner scenarios for integrating ServiceNow with the Oracle Mobile application.
- Designed ingestion script for creating ticket of work.
Client: Service NSW (Role: Business Analyst):
I was part of the project team and led the business analysis for the online offering of Active Kids vouchers to residents of NSW on the Salesforce platform. These included working on the following:
- End-to-end business process mapping covering provider registration, citizen registration, voucher generation/redemption, and provider payment.
- Worked with the UX designers and analysed user interface & Data requirements for the Service NSW portal.
- Documented narratives, use cases, and user stories for Salesforce requirements.
- Designed scenarios for Integration of Salesforce with Payment services platform for automated payment to service providers.
Client: Transport for NSW (Role: Business Analyst): I was part of the Enterprise Service Management project team and was responsible for business analysis for implementing ServiceNow/ipSCAPE. These included working on the following:
- Business Analysis for designing Service catalogue and Knowledge management taxonomy for the Service portal on ServiceNow for HR, Procurement, Finance and Asset & Workplace shared services.
- Created wireframe on Balsamiq for digital forms and layout for Enterprise service management portal.
- Developed a Functional specification document for deploying the ipSCAPE solution for the contact centre of Transport Shared Services.
- Designed knowledge approval workflows and rules for the visibility of knowledge contents to different types of users - in both backend and portal views.
- Designed a decision tree based on support knowledge articles for L1/L2 support users.
- Prepared Transformation map for employee and vendor data import from SAP systems into ServiceNow.
- Designed dashboards for Principal managers and General Managers.
Client: Telstra Health (Role: Business Analyst): I was responsible for improving processes and application performance in the contact centre for the Readycare
- Requirement gathering and project coordination for enhancement of features for CloudMed Clarity. Investigating user experience – issues with applications.
Client: Woolworths (Role: Business Process Consultant):
- I was part of the ServiceNow project team and documented requirements for the automation of ITSM processes. These included – Incident, Problem, Change, Configuration management, Service Catalog, Knowledge Management, Service Level Management
RXP - Business Development support & Internal Project
- Prepared proposals and RFP responses for customers at Animal Welfare Victoria (DEDJTR), Downer, Roads and Maritime Services- NSW. Prepared Solution overview, Responses for critical requirements, Approach, timelines, High-level Estimates.
- Business analysis for creating backlog for automation of IT assets and Software License request and fulfilment process for RXP IT. F. Future Systems (Aust.) Pty Ltd (Earlier Milpeak) Mar’15 – Sep’15
Client: Benelec (Role: Project Management Consultant): I worked as part of the project team for countrywide network upgradation for the Department of Border Protection (DIBP) of Australia and led designing processes for the client. I worked on the following:
- Designed and implemented processes for Engineering Management, Risk Management, Communication Management, Safety Management, Human Resource Management, Installation Management, and Inspection & Test management based on the PMBOK.
- Designed templates and trackers for project management. Transition planning for countrywide user migration for DIBP. G. Vodafone India Ltd Mar’10 – Sep’14
Role: Lead – Transport Network Projects, Mumbai, India: I led the corporate project team in planning & implementing transport network projects. These included working on the following:
- Set up PMO processes for the Transport teams: project governance, communication management & risk management.
- Transport network expansion in new areas based on business priorities.
- Managed Integration of Transport networks and network support processes as part of the C&W merger with Vodafone.
- Delivered transport network solutions like Carrier-grade NAT solutions (IP/MPLS) and logging applications in waterfall method for the regulatory team. Managed organisation change management for regulatory and technology teams for changes to the processes for introducing the new solution.
- Designed and circulated fibre deployment guidelines to teams in different states to meet quality and regulatory requirements.
- Designed a process of training, work authorization, and safety audits
- Defined scope of work for vendors and contract negotiation
- Developed Business cases, project cost estimation, and budget management. Overseeing scope change management.
Role: Lead – Vendor and Managed Service (MS) partner management, Pune, India:
- Defined SLA management, escalation, and governance processes for vendors and MS partners.
- Designed operating model and scope for outsourcing field operation and L1 support in the Service operation centre to MS partner.
Role: Lead- Service operation centre (SOC), Pune, India: I was the Enterprise Service operation centre lead. I worked on the following:
- Designed and Implemented ITIL-based processes for service operation centre for enterprise customers.
- Developed, implemented, and continually improved incident and problem management procedures to align with best practices.
- Process documentation and remediation of audit observations for ISO20000 and ISO27001 certifications.
- Designed and implemented a support process for Location-based service.
- Prepared business requirement document for automation of Fulfilment and Assurance processes and worked with Commercial team for RFP process to select vendor products for implementation- HP Suite For Assurance & Oracle suite for fulfilment.
- IT application support management of OSS/BSS including Infovista, Simplus, OSM, M6, Ni7, IPSA, Syslog, HP SM, HP Sitescope, HP Temip, UBR NMS, Regulatory portal, Site Scope, Web Self-care portal.
- Designed and implemented disaster recovery and business continuity plans for service operations.
- Managed a team of 30 resources in IP, Transmission, Voice technologies and IT Applications for fulfilment and assurance support. H. ADBN Business Solutions, Mauritius Jul’08 - Feb’10
(ADBN is one of the largest WIMAX-based ISPs in the Indian Ocean Region. Currently part of Rogers Capital Technology Services Ltd)
Role: Manager- Network Services, Ebene:
I led network services and technical product management. I worked on the following:
- Managed service delivery and assurance of broadband services.
- Documented end-to-end As-Is processes and identified opportunities for improvement in operations.
- Analysed bandwidth usage patterns and competitor offerings before designing a fair usage policy for retail customers.
- Applied lean techniques to the field support process, reducing cost and customer service downtime. Academics
● Postgraduate program in Data Science and Business Analytics – TEXAS McCombs
● Graduate Certificate in Data Analytics – Melbourne Institute of Technology, Sydney
● Advanced diploma in leadership and management - TAFE NSW, Granville
● Postgraduate diploma in business management - Indian Institute of Management, Calcutta
● Bachelor of Electronics Engineering - National Institute of Technology, Rourkela Certifications
• Agile Analysis Certification (IIBA AAC), Certified through IIBA, 2024
• AWS Certified Cloud Practitioner, Certified through AWS, 2022
• ServiceNow CSA, Certified through Service Now, 2021
• ITIL V4 Foundation, Certified through AXELOS, 2020
• Certified Six Sigma Black Belt, Certified through ASQ (American Society of Quality), 2017
• Prince2 Practitioner, Certified through AXELOS, 2017
• Certified Scrum Master, Certified through Scrum Alliance, 2017
• Project Management Professional (PMP), Certified through Project Management Institute (PMI), 2014 Trainings
• Process Mining Essentials- (ServiceNow)
• Performance Analytics Technical Accreditation – (ServiceNow)
• Project Portfolio Suite Technical Accreditation – (ServiceNow)
• ServiceNow Adaptive Implementation Framework (ServiceNow)
• Customer Service Management - Engagement Manager (ServiceNow)
• Customer Service Management - Business Process Consultant (ServiceNow)
• Security Operations – Technical Consultant (ServiceNow)
• Human Resources Service Management – Technical Consultant (ServiceNow)
• Facilitation with CAPOW (CommBank)
• Lean Management certification course (Udemy)
• GRC: Business Continuity Management (BCM) (ServiceNow)
• Customer journey mapping (General Assembly)
• Training content for Certified Product Owner and Analysis (IIBA-CPOA)
• Agileteka - All Scaled Agile Framework (SAFe) - (Udemy)
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