Business Analyst Senior
Resume:
CURRICULUM VITAE OF
Noxolo Patience Tolashe
CURRICULUM VITAE
Noxolo Patience Tolashe
Contact Information
Address: ** ******* ***, ****** ******, Milnerton, 7441, South Africa
Telephone: 062-***-****
Email: **********@*****.***
Availability: 1 – 2 Calendar Months
Driver’s License: Code B
PERSONAL INFORMATION
Date of Birth : 6 December 1972
Place of Birth : Queenstown
Citizenship : South African
Gender : Female
Marital Status : Single
Education
Postgraduate Diploma in Management of Information Systems
University of Cape Town (UCT) – Jan 2016 to Nov 2017
Database Management: Learning about relational databases, data models, and database design.
Systems Analysis and Design: Understanding how to analyze business needs, design solutions, and implement information systems.
System Delivery/Development Methods and Techniques
Object-Oriented Systems Analysis using UML
Strategic Management of IT (Business-IT alignment, innovative business models)
Project Management (scoping, feasibility, risk management, execution)
Information Security and Privacy: Understanding the importance of protecting data and ensuring privacy.
Emerging Technologies: Exploring new technologies and their impact on business and society.
B.Admin Honours in Public Management
University of South Africa (UNISA) – June 2012 to Feb 2019
Research Methodology
Labour Relations and Government
Public Policy Management
Diploma in Business Analysis (IT)
Faculty Training Institute (FTI) – Jan 2007 to July 2007
Understanding Business Needs, prioritize, and address business needs to drive effective solutions.
Requirements Gathering: Techniques for gathering, documenting, and refining business requirements using real-world scenarios.
Stakeholder Management:
IT Systems Integration: Design and implementation of IT systems to improve organizational efficiency and effectiveness.
B.Tech in Public Management
Peninsula Technikon – 1997 to 1999
Diploma in Public Administration and Management
Peninsula Technikon – 1993 to 1996
High School
Kwa Komani Comprehensive School – 1991
Subjects: Business Economics, Accounting, Commercial Maths
Work Experience
Key Skills
IT Operational Plan Development ICT Team Lead
Drafting IT Operational and Implementation PLANS for Department
Present IT Operational and Implementation PLANS to Steering Committee and STRATCOM
Support Departments on their Strategic Plan to meet required standards.
Develop 3 year strategic implementation plan for the Department as required by Department of Public Administration (DPSA)
Develop Annexures for 5-year strategic plan of department as stipulated by Department of Planning Monitoring and Evaluation (DPME)
Advise Departments on DPSA and DPME corporate governance on their Strategic Plan to meet required standards for assessment.
Deliver strategic projects within Western Cape Government
Formulate frameworks business issues into robust and quantified decision to identify options with preferred solutions
Identify and analyse business trends and understand significance and business implications
Identify and develop the supporting business case underpinning strategic opportunities
Provide information and analysis to support key strategic decisions and long-term planning implementation
Solution Design & Implementation: Expertise in SDLC, AS-IS/TO-BE process mapping, and stakeholder engagement.
IT Operational Plan Development ICT Team Lead
Drafting IT Operational and Implementation PLANS for Department
Present IT Operational and Implementation PLANS to Steering Committee and STRATCOM
Support Departments on their Strategic Plan to meet required standards.
Develop 3 year strategic implementation plan for the Department as required by Department of Public Administration (DPSA)
Develop Annexures for 5-year strategic plan of department as stipulated by Department of Planning Monitoring and Evaluation (DPME)
Advise Departments on DPSA and DPME corporate governance on their Strategic Plan to meet required standards for assessment.
Deliver strategic projects within Western Cape Government
Formulate frameworks business issues into robust and quantified decision to identify options with preferred solutions
Identify and analyse business trends and understand significance and business implications
Identify and develop the supporting business case underpinning strategic opportunities
Provide information and analysis to support key strategic decisions and long-term planning implementation
Solution Design & Implementation: Expertise in SDLC, AS-IS/TO-BE process mapping, and stakeholder engagement.
AI Integration & Automation: Identifying AI-driven solutions to enhance operational efficiency.
Business Process Optimization: Strong background in data analysis, cost estimation, and solution architecture.
Leadership & Collaboration: Proven ability to lead cross-functional teams and liaise between technical and business units.
Technical Proficiency: Experienced in Agile methodologies
AI Integration & Automation: Identifying AI-driven solutions to enhance operational efficiency.
Business Process Optimization: Strong background in data analysis, cost estimation, and solution architecture.
Leadership & Collaboration: Proven ability to lead cross-functional teams and liaise between technical and business units.
Technical Proficiency: Experienced in Agile methodologies.
Customer Service:
Troubleshooting and Diagnostics – Identifying and resolving network issues efficiently.
Remote Support Tools – Experience with tools like Microsoft Remote Desktop.
Ticketing Systems – Proficiency in platforms like ServiceNow
ITIL Framework Knowledge – Understanding of incident, problem, and change management processes.
Professional Experience
Senior Business Analyst ICT Plans
Western Cape Government – Department of The Premier – July 2022 to Present
Leading ICT planning and strategy development for departments.
Research and Innovation on IT Trends
Aligning Application Portfolio Management (APM)with current WCG Systems
Looking at APM for WCG
Aligning requirements with departmental performance plans and budgets.
ITIL framework. & IT Planning Framework
Implementing ICT Governance
Overseeing SDLC phases, from requirement gathering to UAT and implementation.
Designing frameworks for IT planning.
Presenting ICT plans to steering committees and coordinating with solution architecture teams.
Support and Assist department with Strategic Planning on digital interventions
Agile Business Analyst
Product Owner
Project Leader (IFMS for Provincial Treasury)
Western Cape Government –August 2022
Managed digitalization initiatives and developed ICT plans for financial management systems.
Conducted capability modeling and prioritized projects based on strategic alignment.
Acted as Scrum Master for IFMS roadmap project.
Business Analyst
University of the Western Cape – Nov 2021 to July 2021
Documented business cases and ensured traceability across project lifecycles.
Conducted AS-IS/TO-BE process mapping and developed change management frameworks.
Facilitated UAT and prepared benefits realization plans.
Business Process Analyst
Provincial Treasury (Western Cape Government) – March 2021 to May 2021
Conducted process documentation and optimization for strategic operations.
Drafted processes for CFO, SOMS, and HOD offices to improve operational efficiency.
Business Analyst Specialist
Vodacom – June 2007 to April 2017
Data Analysis and Reporting:
Analyzing call center data (e.g., call volume, handle time, customer satisfaction) to identify trends, patterns, and areas for improvement.
Requirement Gathering:
Collaborating with stakeholders to understand their needs and documenting functional and non-functional requirements for call center systems and processes.
Process Improvement:
Identifying opportunities to streamline call center workflows, optimize resource allocation, and improve the overall customer journey.
Solution Development:
Recommending and developing solutions, including system enhancements, process changes, and training programs, to address identified issues.
Stakeholder Communication:
Communicating findings, recommendations, and progress to stakeholders through reports, presentations, and other means.
Project Management:
Contributing to the planning and execution of projects related to call center technology and process improvements.
Performance Monitoring:
Tracking key performance indicators (KPIs) and monitoring the effectiveness of implemented solutions.
Technology Evaluation:
Staying up-to-date on the latest call center technologies and evaluating their potential to improve call center operations.
Skills and Qualifications:
Analytical Skills:
Strong ability to analyze data, identify trends, and draw meaningful conclusions.
Problem-Solving Skills:
Excellent problem-solving and critical-thinking abilities to address complex call center challenges.
Communication Skills:
Effective communication and interpersonal skills to collaborate with diverse stakeholders and present findings clearly.
Technical Skills:
Proficiency in data analysis tools (e.g., Excel, SQL, Power BI) and experience with call center technologies (e.g., CRM, WFM).
Business Acumen:
Understanding of call center operations, key performance indicators, and business processes.
Project Management Skills:
Ability to manage projects, prioritize tasks, and meet deadlines.
Led initiatives to enhance call center systems and processes.
Documented business requirements conducted root cause analysis, and managed SDLC processes.
Product Owner
Agile Business Analyst
Chaired business operations forums and acted as a liaison for system enhancements.
Business Support Specialist
Vodacom – June 2005 to June 2007
Problem Identification
Analysing current operations to identify areas of inefficiency, bottlenecks, and potential issues. This involves gathering data, conducting interviews, and understanding business processes.
Data Analysis:
Utilizing various data analysis techniques, including statistical modeling, forecasting, and data visualization, to understand trends, patterns, and root causes of problems.
Solution Development:
Recommending and implementing solutions to address identified problems. This might involve process improvements, technology implementations, or changes to workflows.
Performance Monitoring:
Tracking key performance indicators (KPIs) and monitoring the effectiveness of implemented solutions. This includes creating reports and dashboards.
Collaboration:
Working closely with various teams and stakeholders, including operations teams, engineers, and management, to ensure smooth implementation and adoption of solutions.
Process Improvement:
Suggesting and implementing strategies to optimize operational processes, improve efficiency, and reduce costs.
Other Roles
CAPITASA – Business Analyst (2017): Led Lean Six Sigma initiatives and developed recruitment system proposals.
Solution Development:
Recommending and implementing solutions to address identified problems. This might involve process improvements, technology implementations, or changes to workflows.
Performance Monitoring:
Tracking key performance indicators (KPIs) and monitoring the effectiveness of implemented solutions. This includes creating reports and dashboards.
Collaboration:
Working closely with various teams and stakeholders, including operations teams, engineers, and management, to ensure smooth implementation and adoption of solutions.
Process Improvement:
Suggesting and implementing strategies to optimize operational processes, improve efficiency, and reduce costs.
Edgars Regional Credit Office – Data Capturer (1998): Temporary assignment.
Achievements
Spearheaded multiple ICT projects that aligned with organizational strategies.
Successfully implemented change management frameworks to reduce resistance and enhance adoption rates.
Optimized business processes, resulting in cost savings and improved operational efficiency.
Recognized for driving innovative solutions using AI and data-driven methodologies.
Referees
Razeena Hartley – Senior Manager: Strategic Alignment
oTel: 082-***-****
Nomfezeko Ntika –Director, Department of Small Business
oTel: 073-***-****
Hafiza Abbas – Deputy Director, Department of Premier
oTel: 084-***-****
Contact this candidate