RECENT ROLES

PROFILE

John is a skilled and experienced Business Analyst who is adaptable, resourceful, results-oriented and business-focused. He has worked for a range of companies, from large blue-chips through to small start-ups, on a wide variety of projects and systems.

Strong analytical skills : John is proficient in requirements analysis, writing use cases, business process analysis and data / dimensional modelling, as well as feasibility, gap and impact analysis. Structured methodologies. John has an ISEB diploma in Business Analysis from the BCS, is formally trained in UML, has practical experience of SIPOC and BPMN, and has had wide exposure to Prince/2.
Tools expertise. John has used many CASE tools such as Enterprise Architect, DOORS (8.1) and Erwin.
Excellent communication skills : John is comfortable working with multiple stakeholders at all levels within an organisation – execs, senior business users, IT specialists, operational staff, suppliers and partners – performing one-to-one interviews and running workshops.
Full project lifecycle : John has a software development background and prior to his business analysis roles worked as a designer/implementor for Logica and a number of other software houses.

CAREER DETAIL

Feb 2009 – Mar 2009 Vodafone – Senior Business Analyst
Contact Centre

CCF 2009
Customisation of Microsoft's Customer Care Framework (CCF) 2009, a productivity tool for contact centre agents providing single sign-on to applications, CTI integration (“screen pop”), call prep workflow and Softphone - the capability to make and receive VoIP calls from the desktop.

•  Investigated current operational problems, challenges and needs by visiting several contact centres in the UK to experience first hand the work performed by agents and operational managers.
•  Engaged with customer service business managers, business change leads and support staff to identify and agree the requirements for the new solution, which were recorded in DOORS .
•  Supported the project manager develop the business case for CCF.

eGain
Deployment of the eGain email workflow management system (release 7.6.6) to 300 customer care agents dealing with large corporate and public sector customers at a number of UK contact centres – in order to provide skills-based routing of emails, SLA alerting and real-time performance monitoring.

•  Worked closely with operational managers to determine how best to deploy eGain in this environment, defining keyword searches to classify emails, priorities for emails, service levels, agent groupings, the number of queues required and modes of use (push/pull).
•  Co-ordination with designers from eGain to ensure the product was configured and customised in accordance with the wishes of the business.

IP Telephony
Implementation and rollout of a single “virtualised” contact centre solution across the whole of the Vodafone UK contact centre estate (in-house, outsource and offshore) using VoIP-based telephony , enabling Vodafone to decommission their legacy switches, implement centralised queuing, reduce support costs and provide a better customer experience.

•  Analysed and documented the business requirements for the solution by engaging senior business users within customer services. Requirements were recorded in DOORS .
•  Liaised and technical leads to derive a compliancy matrix for the solution (IVR, Avaya ACD, CTI, WFM and QM).
•  Worked with the business change manager to assess the impact of the solution on operational processes such as adding/removing agents, changing skills, wallboard administration and operational reporting.

Mar 2008 – Jan 2009 Web – Centrica – Senior Business Analyst
Web - britishgas.co.uk

Delivery of a major of business change programme, spearheading British Gas Services' transition of its customer care from a traditional inbound call model to a self-service model through the .co.uk website. The changes implemented included the ability for customers to book annual service visits and interim breakdowns for their heating products online, and targeted customer up-sells and cross-sells.

•  Engagement with key stakeholders in Marketing, Operations and IT to agree scope, define and prioritise business requirements, quantify business benefit and define the use cases for user journeys.
•  Co-ordination between on/off-shore web designers and developers (Cognizant), BGS branding and the creative agency (LBI) during the production of the wireframes, to ensure requirements were fully understood and met.
•  Support during UAT to ensure defects were resolved or mitigated prior to go-live.

Oct 2007 – Feb 2008 Dell – Senior Business Analyst
BPM/Workflow

Initial stages of an EMEA-wide program to deploy a Business Process Management (BPM) suite to sales representatives and support functions, aimed at improving productivity and reducing OPEX. A shortlist of suites was drawn up for the program, which included Pegasystems , Ultimus and Oracle SOA suite.

•  Worked closely with the program manager on the business case, and helped sell the benefits of using a BPM suite within Dell to senior stakeholders both inside and outside EMEA.
•  Organised a series of workshops to assess the shortlisted suites, at which vendors presented their solutions to a prescribed problem and were marked using a balanced scorecard.
•  Catalogued the business processes employed by the sales teams, in order to identify the most suitable candidates for automation - based on criteria such as maturity, complexity and business priority.
•  Liaised with the preferred supplier when scoping out and costing a proof-of-concept demonstrator.

May 2003 – Sep 2007 Vodafone Ltd – Senior Business Analyst
CRM - Siebel

BAU enhancements to Vodafone's implementation of Siebel 7.8 , used by corporate and SME sales teams to provide SFA functions such as account management, quoting, forecasting and analytics.

•  Worked with account managers to raise, prioritise and schedule change requests for new functionality / defect fixes, and specify process improvements using BPMN process models held in Visio.

Product Development
Feasibility assessment of new products and propositions during the early stages of their development, in which the end-to-end customer experience is specified, preferred technical options are chosen and ROM costs and timescales estimated. A wide range of propositions were assessed, including Vodafone's mobile internet proposition, and a combined mobile, fixed line and broadband proposition for business customers.

•  Planning and facilitating collaborative workshops, engaging a wide range of stakeholders across the business, within IT, as well as suppliers and partners.
•  Specification of end-to-end customer experience using storyboards and customer wheel.
•  Identification of business impact using As-Is and To-Be BPMN process models and SIPOC process analysis.

Web - vodafone.co.uk
Porting of the company's consumer website (vodafone.co.uk) onto a new, more performant platform (BEA's WebLogic Server). All development was performed off-shore.

•  Worked with key business stakeholders to define project scope and agree high-level requirements.
•  Production of use cases for eBilling functionality ported to the new platform, new functionality for the Vodafone Family proposition, and functionality enhancements to prepay eCare.
•  Ensured wireframes and pageflows produced by the supplier aligned with the functionality defined in the use cases, and reviewed design deliverables such as UML sequence diagrams.

CRM - E.piphany
Piloting of a Real-Time Marketing (RTM) capability using E.piphany E.6 Interaction Advisor, allowing contact centre agents to cross-sell and up-sell to consumers during inbound interactions.

•  Conducted interviews with agents to capture the learnings from the pilot and with Marketing executives to identify and prioritise enhancements for the post-pilot implementation, presenting the findings at a strategy workshop.

Gap Analysis
Business integration of Singlepoint's contact centres - handling new connections, upgrades, saves and terminations - following the acquisition of the UK Service Provider by Vodafone.

•  Performed a gap analysis for the migration of Singlepoint agents to Vodafone systems – evaluating system capabilities against the need to support Singlepoint's negotiation-based and profit-driven sales processes.

Enterprise Data Warehouse
Construction of an enterprise data warehouse (EDW) designed to provide a single view of all business and consumer customers in the UK , implemented using a Teradata high performance relational database.

•  Capture of requirements for revenue reporting. Modelling of information pertaining to customer value using ERwin 4.1.4. Specified the ETL of revenue-related data from the Amdocs Gemini billing system.

Jul 2002 – Apr 2003 Energis – Senior Business Analyst
Workflow

Customisation of Clarify 10.1 for Energis – a fixed-line Telco which is now part of Cable & Wireless. Clarify's workflow tool (Process Manager) was used to co-ordinate the provisioning of customer orders, managing cross-functional activities such as installation of CPE, site surveys and tail provision.

•  Analysed the impact on provisioning processes for major business change programmes - such as the introduction of ADSL as an access technology. Applied changes to process documentation held in Visio . Liaised with designers to ensure the changes were correctly implemented in Process Manager.

Dec 2001 – Jun 2002 Fujitsu – Senior Business Analyst
Process Modelling

Analysis of the workings of Magistrates' Courts in order to understand the impact on the work carried out by court staff following the planned introduction of the Libra system (see Fujitsu below).

•  Derived a set of IDEF high-level As Is and To Be process models for all the business processes performed within the courts, which were captured using ProcessWise WorkBench 6.5.

Aug 2000 – Nov 2001 Energis – Senior Business Analyst
Data Warehouse

Construction of an enterprise data warehouse for Energis, comprising a physical instantiation of a 100 entity Telco data model and a number of business-specific data marts built using Oracle and Business Objects.

•  Dimensional modelling for a number of revenue data marts pertaining to billed, unbilled, deferred and earned revenue. Analysis of source systems using Axio. Specification of ETL source to target transformations.

Jan 1999 – Jul 2000 Fujitsu – Senior Business Analyst
Criminal Justice

Development of Libra, a national system designed to support the day-to-day operation of all Magistrates' Courts in England and Wales , with 8,500 users spread across 493 sites. The system was developed using Prince 2 .

•  Captured business requirements pertaining to the preparation and management of criminal and civil cases - which involved visiting several Magistrates' Courts, interviewing court staff and holding workshops with senior user representatives. In addition, oversaw the dimensional modelling for a suite of case-related data marts providing information such as length of cases, trends in categories of work and court utilisation.

Defence Projects
Performed a number of different business analysis roles on various projects for the MoD (including CHOTS, JOCS and AMRAD), all of which utilised Prince as the project management methodology.