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Senior
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Business Analyst / product owner
Joanes Haakmat
,
Milton Keynrs, United Kingdom
Experience
Other titles
Skills
I'm offering
Joanes is an experienced, disciplined and highly proactive Business Analyst with, Business Analysis, Performance
Management Support Analysis, Business Change and Process Analysis experience and has worked on a wide
range of projects within the E-Commerce, Retail, Logistics, Global IT, Media, Banking and Finance. An
accomplished and fluent communicator with strong investigation, problem solving, decision-making skills
combined with a pragmatic approach and sound business acumen.
She has a thorough understanding and hands-on experience in Digital/Web Transformation, Change
Management, CRM Implementation, Case Management and the application of the Software Development Life
Cycle (SDLC). She has a deep knowledge of PPI through work experience in Investment Banking and Financial
Markets. She has extensive experience in FCA Regulations, Payment Protection, Compliance, Governance,
Process Engineering, Salesforce, Legacy Systems such as Mainframe, CSFL and IBM Doors requirements
management application
Joanes has knowledgeable understanding and use of various methodologies such as Agile, SCRUM, and
Waterfall. She has a hands-on experience at capturing and managing business requirements, system development,
process design and improvement to meet business expectations. She is detailed-oriented and very efficient at
presentations to senior management, a prolific self-starter and team player. She is a passionate Business Analyst
and project professional who can engage with stakeholders of all levels. She has a track record of adding value to
businesses.
Management Support Analysis, Business Change and Process Analysis experience and has worked on a wide
range of projects within the E-Commerce, Retail, Logistics, Global IT, Media, Banking and Finance. An
accomplished and fluent communicator with strong investigation, problem solving, decision-making skills
combined with a pragmatic approach and sound business acumen.
She has a thorough understanding and hands-on experience in Digital/Web Transformation, Change
Management, CRM Implementation, Case Management and the application of the Software Development Life
Cycle (SDLC). She has a deep knowledge of PPI through work experience in Investment Banking and Financial
Markets. She has extensive experience in FCA Regulations, Payment Protection, Compliance, Governance,
Process Engineering, Salesforce, Legacy Systems such as Mainframe, CSFL and IBM Doors requirements
management application
Joanes has knowledgeable understanding and use of various methodologies such as Agile, SCRUM, and
Waterfall. She has a hands-on experience at capturing and managing business requirements, system development,
process design and improvement to meet business expectations. She is detailed-oriented and very efficient at
presentations to senior management, a prolific self-starter and team player. She is a passionate Business Analyst
and project professional who can engage with stakeholders of all levels. She has a track record of adding value to
businesses.
Markets
United Kingdom
Language
English
Fluently
Dutch
Fluently
Ready for
Larger project
Full time contractor
Available
My experience
2019 - 2019
job
Product Owner (Retail & Logistics)
Sainsbury's Supermarkets Ltd.
Colleague Coaching / Performance Application
The aim of this project is to provide Depot Shift Managers and Team Leaders with colleague performance data
at their fingertips and the capability to make better use of time managing colleagues rather than printing and working from PDF reports. Red Prairie CPM data extract transformed into informative visualisations, league
tables and performance KPIs. So TL's have positive conversation with their staff members within their team to
improve their pick efficiency leading to a reduction in labour hours, meeting target goals leading to bonuses and team motivation.
• Worked with the Key Stakeholders, Delivery Manager, Product Manager to understand the business
needs, goals and defining the MVP of product.
• Engaged with Business units and SMEs to capture, prioritize and manage requirements for Users.
• Worked closely with the Product Manager and Solution Architect to determine the most appropriate
solutions, taking into account cost, benefit, timescales and constraints of the project.
• Facilitated and led daily stand ups and scrum meetings.
• Facilitated backlog refinement meetings to refine and estimate User stories for the next future sprints.
Which eased the populating of the sprint backlog and aided in identifying the Dev Team's commitment,
velocity and activity. And also close duplicate user stories that are no longer required as that user story
has been implemented in previous User stories.
• Used JIRA to create new User stories/Technical Stories/Tasks/ Scenario/Acceptance Criteria/Spike
and Bugs.
• Facilitated and led workshops with Business SMEs and various areas of the Business
• Worked with Business and Technical Analyst to elicit functional/business/technical requirements from users and sponsors.
• Worked with IT and Business community to build consensus on designs and ensure change
management procedures are effectively followed.
• Conducted business risk assessment, identified risks and developed risk mitigation strategies
• Took charge of writing part of the user manuals and support documents for the business. So they would
be able to sign in to Power Bi App and Desktop in the Depots without my assistant.
• Traced and monitored the data to ensure there were no gaps between what is specified and what is ready
to be deployed and meets with the MVP
• Delivered high-quality analysis reports on schedule and within budgets, so that project milestones are
met.
• Worked with Solution Architects and Developers to validate that the software solution will satisfy the business needs.
• Created and delivered user documentation as necessary to ensure proper use of changed and newly
implemented efforts.
• Liaised with the Sainsbury's Design team to create the visuals design/ dashboards of Colleague
Coaching App and Desktop views on Power Bi that meets with the Luna designs. (Font sizes, backdrops, colour schemes and etc.) As the user should be able to read and easy to scroll through the app on a Samsung tablet.
• Testing product into a testing environment - where we receive feedback from the managers and staff
• Liaised with Scrum Master to organize a Sprint ceremony that includes;
Finance BI Platform
The aim of this project to migrate Transport and Warehouse dataset into Power Bi Reports by the use of AWS
Glue/ Amazon Redshift. And to be able to connect to the original sources to Power Bi so that we can eliminate
the manual excel reports that were being completed by the managers of the depots.
• Liaised with the Manager and SME of the Finance Team to understand their Excel reports and the need
to get those reports onto the Power BI Platform.
• Facilitated workshops with the relevant stakeholders, to capture high-level requirements such as
connecting to sources to one platform to pull out the transport and warehouse data
• Translating the requirements into user stories and adding them into the team's backlog on Jira
• Creating reporting mockups for the Transport and Warehouse dataset on Power BI for the stakeholders
to review
• Working with the Design Team to create the layout design, font, colour scheme and etc
• End of Sprint Review Meeting (the Sprint is assessed against the sprint goal and the Dev Team to demonstrate their developments in front of the team and the business)
• Sprint Retrospective (to reflect and identify what went well and could have been improved)
• Sprint Planning Meeting (finding out teams capacity, velocity and going through the next user stories that have been prioritize and used be on top of the backlog). These meetings were sometimes facilitated
by me when the Agile coach / Scrum Master was absent. And if the Scrum Master did lead the meetings,
I still have an active part of 3 meetings mentioned above.
The aim of this project is to provide Depot Shift Managers and Team Leaders with colleague performance data
at their fingertips and the capability to make better use of time managing colleagues rather than printing and working from PDF reports. Red Prairie CPM data extract transformed into informative visualisations, league
tables and performance KPIs. So TL's have positive conversation with their staff members within their team to
improve their pick efficiency leading to a reduction in labour hours, meeting target goals leading to bonuses and team motivation.
• Worked with the Key Stakeholders, Delivery Manager, Product Manager to understand the business
needs, goals and defining the MVP of product.
• Engaged with Business units and SMEs to capture, prioritize and manage requirements for Users.
• Worked closely with the Product Manager and Solution Architect to determine the most appropriate
solutions, taking into account cost, benefit, timescales and constraints of the project.
• Facilitated and led daily stand ups and scrum meetings.
• Facilitated backlog refinement meetings to refine and estimate User stories for the next future sprints.
Which eased the populating of the sprint backlog and aided in identifying the Dev Team's commitment,
velocity and activity. And also close duplicate user stories that are no longer required as that user story
has been implemented in previous User stories.
• Used JIRA to create new User stories/Technical Stories/Tasks/ Scenario/Acceptance Criteria/Spike
and Bugs.
• Facilitated and led workshops with Business SMEs and various areas of the Business
• Worked with Business and Technical Analyst to elicit functional/business/technical requirements from users and sponsors.
• Worked with IT and Business community to build consensus on designs and ensure change
management procedures are effectively followed.
• Conducted business risk assessment, identified risks and developed risk mitigation strategies
• Took charge of writing part of the user manuals and support documents for the business. So they would
be able to sign in to Power Bi App and Desktop in the Depots without my assistant.
• Traced and monitored the data to ensure there were no gaps between what is specified and what is ready
to be deployed and meets with the MVP
• Delivered high-quality analysis reports on schedule and within budgets, so that project milestones are
met.
• Worked with Solution Architects and Developers to validate that the software solution will satisfy the business needs.
• Created and delivered user documentation as necessary to ensure proper use of changed and newly
implemented efforts.
• Liaised with the Sainsbury's Design team to create the visuals design/ dashboards of Colleague
Coaching App and Desktop views on Power Bi that meets with the Luna designs. (Font sizes, backdrops, colour schemes and etc.) As the user should be able to read and easy to scroll through the app on a Samsung tablet.
• Testing product into a testing environment - where we receive feedback from the managers and staff
• Liaised with Scrum Master to organize a Sprint ceremony that includes;
Finance BI Platform
The aim of this project to migrate Transport and Warehouse dataset into Power Bi Reports by the use of AWS
Glue/ Amazon Redshift. And to be able to connect to the original sources to Power Bi so that we can eliminate
the manual excel reports that were being completed by the managers of the depots.
• Liaised with the Manager and SME of the Finance Team to understand their Excel reports and the need
to get those reports onto the Power BI Platform.
• Facilitated workshops with the relevant stakeholders, to capture high-level requirements such as
connecting to sources to one platform to pull out the transport and warehouse data
• Translating the requirements into user stories and adding them into the team's backlog on Jira
• Creating reporting mockups for the Transport and Warehouse dataset on Power BI for the stakeholders
to review
• Working with the Design Team to create the layout design, font, colour scheme and etc
• End of Sprint Review Meeting (the Sprint is assessed against the sprint goal and the Dev Team to demonstrate their developments in front of the team and the business)
• Sprint Retrospective (to reflect and identify what went well and could have been improved)
• Sprint Planning Meeting (finding out teams capacity, velocity and going through the next user stories that have been prioritize and used be on top of the backlog). These meetings were sometimes facilitated
by me when the Agile coach / Scrum Master was absent. And if the Scrum Master did lead the meetings,
I still have an active part of 3 meetings mentioned above.
BEE, Support, Analyst, Motivation, Testing, PDF, Community, Coach, Software, Amazon, It, App, Assessment, Power, Redshift, Planning, LED, Manager, ME, Power BI, Layout, Excel, Scrum, Coaching, Writing, AWS, Scrum master, Jira, Retail, Design, Agile, Agile coach, Product owner, Product Manager, User stories, Management, Finance, Workshops
2018 - 2018
job
Business / Process Analyst
Office Depot.
Extended Assortment Hub Project (part of the Re-platforming Programme for Viking- direct.eu)
The aim of this project is to redesign and improve the current ERP Order Management, Return Management and Cancellation process of the Direct Delivery Team for the Dropship Orders. Their previous e-Commerce
Dropship Management tool Virtual Stock has been replaced with CommerceHub. And to be able to have a
smooth transition, the original MVP that has been signed off by both parties (Office Depot and Commerce Hub) had to be re-reviewed and amended with high requirements and TO BE processes.
There were three phases within project; Web portal phase, Integration Phase and Hybris Phase- these all three
phases will go live on varies of countries, depending on which phase they can take on. During this project my
main responsibility was to capture gather requirements for BENELUX, Austria, United Kingdom and Ireland
Direct Delivery Team from Senior Managers, SME's and Process Owners.
• Liaised with Programme Manager and Project Manager to obtain background information to understand the programme scope and third party (Commerce Hub) involvement.
• Conducted Business Stakeholder and Stakeholder workshop, to identify key Stakeholder on this project.
• Captured and create a Context Diagram (Data Mapping) and the ''AS IS'' process maps for Order
management, Return Management and Cancellations using Visio Tool.
• Facilitated a workshop with the relevant stakeholder, to capture high-level requirements.
• Translate the high level requirements into Epics, User stories and NFR to import them into JIRA and into a
Requirement Matrix spreadsheet that was shared onto OD's SharePoint.
• Identified and documented options for 'to- be' processes
• Worked with Technical Architects and Developers to validate that the CommerceHub, SAP and AS400
(Comsys and Legacy) Systems solutions that will satisfy the business needs and OD's Vendors.
• Reviewed all the deliverables with Project Board and Sponsor and had them signed off.
• Liaised with the Developers by aiding and supporting them with User requirements and Use case diagrams
to aid with coding and building of new functionalities ensuring they had a better view of the new attributes and process changes.
The aim of this project is to redesign and improve the current ERP Order Management, Return Management and Cancellation process of the Direct Delivery Team for the Dropship Orders. Their previous e-Commerce
Dropship Management tool Virtual Stock has been replaced with CommerceHub. And to be able to have a
smooth transition, the original MVP that has been signed off by both parties (Office Depot and Commerce Hub) had to be re-reviewed and amended with high requirements and TO BE processes.
There were three phases within project; Web portal phase, Integration Phase and Hybris Phase- these all three
phases will go live on varies of countries, depending on which phase they can take on. During this project my
main responsibility was to capture gather requirements for BENELUX, Austria, United Kingdom and Ireland
Direct Delivery Team from Senior Managers, SME's and Process Owners.
• Liaised with Programme Manager and Project Manager to obtain background information to understand the programme scope and third party (Commerce Hub) involvement.
• Conducted Business Stakeholder and Stakeholder workshop, to identify key Stakeholder on this project.
• Captured and create a Context Diagram (Data Mapping) and the ''AS IS'' process maps for Order
management, Return Management and Cancellations using Visio Tool.
• Facilitated a workshop with the relevant stakeholder, to capture high-level requirements.
• Translate the high level requirements into Epics, User stories and NFR to import them into JIRA and into a
Requirement Matrix spreadsheet that was shared onto OD's SharePoint.
• Identified and documented options for 'to- be' processes
• Worked with Technical Architects and Developers to validate that the CommerceHub, SAP and AS400
(Comsys and Legacy) Systems solutions that will satisfy the business needs and OD's Vendors.
• Reviewed all the deliverables with Project Board and Sponsor and had them signed off.
• Liaised with the Developers by aiding and supporting them with User requirements and Use case diagrams
to aid with coding and building of new functionalities ensuring they had a better view of the new attributes and process changes.
Visio, Go, Manager, Processes, Portal, Workshop, Redesign, Web, Office, Analyst, Project Manager, Integration, Management, User stories, E-commerce, ERP, SharePoint, SAP, Jira
2017 - 2017
job
Business Analyst (Reporting and Data)
Bank of Ireland (Dell).
Project / Client Engagements: Automation of Reporting Platforms and Systems
The aim of this project is to deliver a strategic platform to automate data reports and enhance existing
infrastructure for internal reporting
• Liaised with Report Owners to understand objective of the current reports and the new reports that has been
requested.
• Facilitated workshops with the relevant stakeholder, to capture high-level requirements for the new requested
reports and any changes that were requested in the current reports that they had now.
• Translated the business requirements to user stories to ensure Techs, Devs, QAs and Data architects so the project can deliver a solution that can achieve the maximum possible automation for generating the reports.
• Created new reports on Excel and Tableau.
• Delivered the business requirements for enterprise risk reports, process optimisation and remediation.
• Automated old reports that were in PowerPoint and Excel by converting them into Tableau reports and dashboards
• Provided final draft signed off by the relevant stakeholders
• Produced process documentations and user guides for new and automated reports to ensure the company is
compliant and regulated
• To charge and was responsible for strengthening the business's internal capabilities around market risk IT by
liaising with Technical and Data Architects for delivery of data architecture and IT related work.
• Provided functional expertise to developers during the technical design and construction phases of the project.
• Liaised with developers by creating test input requirements and prepared the test data for data driven testing.
• Liaised with Work Stream Leads to develop and write test scenarios, test scripts, the test plans, test cases, test
and evaluation strategy, functional testing, usability testing, end to end testing and quality assurance testing to ensure testing is carried out according to what has been specified in requirements for implementation.
• Liaised with Scrum Master and Product Owner to organise a Sprint Retrospective to reflect on the sprint, to identify what went well and could have been improved.
The aim of this project is to deliver a strategic platform to automate data reports and enhance existing
infrastructure for internal reporting
• Liaised with Report Owners to understand objective of the current reports and the new reports that has been
requested.
• Facilitated workshops with the relevant stakeholder, to capture high-level requirements for the new requested
reports and any changes that were requested in the current reports that they had now.
• Translated the business requirements to user stories to ensure Techs, Devs, QAs and Data architects so the project can deliver a solution that can achieve the maximum possible automation for generating the reports.
• Created new reports on Excel and Tableau.
• Delivered the business requirements for enterprise risk reports, process optimisation and remediation.
• Automated old reports that were in PowerPoint and Excel by converting them into Tableau reports and dashboards
• Provided final draft signed off by the relevant stakeholders
• Produced process documentations and user guides for new and automated reports to ensure the company is
compliant and regulated
• To charge and was responsible for strengthening the business's internal capabilities around market risk IT by
liaising with Technical and Data Architects for delivery of data architecture and IT related work.
• Provided functional expertise to developers during the technical design and construction phases of the project.
• Liaised with developers by creating test input requirements and prepared the test data for data driven testing.
• Liaised with Work Stream Leads to develop and write test scenarios, test scripts, the test plans, test cases, test
and evaluation strategy, functional testing, usability testing, end to end testing and quality assurance testing to ensure testing is carried out according to what has been specified in requirements for implementation.
• Liaised with Scrum Master and Product Owner to organise a Sprint Retrospective to reflect on the sprint, to identify what went well and could have been improved.
Test, Market Risk, Enterprise, Testing, Infrastructure, Usability & UX, Implementation, Analyst, Quality Assurance, It, Workshops, Architecture, Design, Optimization, User stories, Functional testing, Tableau, Product owner, Usability, Automation, Scrum master, Powerpoint, Scrum, Excel
2016 - 2017
temp
Business Analyst - Global IT / CRM Service
TNT and Fed Ex.
Simplify and Transform programme:
The aim of the Simplify and Transform programme was to deliver significant benefits to TNT that includes:
reduced revenue leakage; cost efficiencies; high levels of customer experience and business agility through the simplification and transformation of business processes and the IT estate. A key aim of the Customer Service
(CS) Workstream is to deliver the Global Customer Care Strategy.
BA Engagement for Advanced Case Management (CRM Implementation)
The aim of this project was to identify the gap between the legacy systems (such as SECH, CSFSL, Mainframe and local systems) and CRM service (Salesforce). Gather requirements from 66 countries that was divided into 3
Waves and made sure the high level requirements were implemented into CRM Service before each country or
operational unit release.
• Familiarised myself with existing (SECH) and new CRM Service (Salesforce) functionalities through
production of documentation and training.
• Introduction of the Single Point of Contact for each Country /Operational Unit (OU). Walkthrough to Toolbox (incl. Sample ARIS map), Timetable deliverables and Overview templates
• Scheduling regular meeting with the stakeholders during the engagement process.
• Ensure access to SharePoint for the relevant parties
• Facilitated a workshop with the relevant stakeholder, to capture high-level requirements.
• Refined the user stories, discrete requirements and non-generic non-functional requirements and import
them into IBM Doors.
• Aligning user stories to Level 3 process grid and into three categories Legislation, Localisation and Regulation
• Captured and develop the localised business processes on their localized systems
• Assessing user stories with project Stakeholders. Resulting questions discussed with owners of the user
stories. (Review meeting)
• Walkthrough with the finale User stories, discrete and Non-functional requirements with Project
Manager, Scrum Master, Solution Architect, Flying Squad and Developers.
• Translated user stories created in IBM Doors into various documented deliverables such as Product
Backlog Report.
• Worked with the Scrum Master in setting realistic project expectations and in evaluating the impact of changes on the organisation and plans accordingly and conducted project related presentations.
• Supported developers in the development and customisation of the CRM Service.
• Provided functional expertise to developers during the technical design and construction phases of the project.
• Liaised with Scrum Master and Change Management to organise a Sprint Retrospective to reflect on the sprint and RAID log, to identify what went well and could have been improved for our next BA
engagement.
• Writing the test scripts to the Offshore testing team that is based in India
Reports and Dashboards:
Complete visibility on data generated in Case Management through Dashboards,
including top 10 Global KPIs and additional KPIs that were gathered from the 'New way of working' workshop.
• Liaised with PM and the previous BA that were working on this project for a couple weeks. To
understand objective of the project and making sure all the relevant documentations were transferred
during the handover meeting.
• Conducted interviews with SME's to identify the impact of the reports and dashboard and which ones
were highly required by them.
• Facilitated a workshop with the relevant stakeholders, to validate the requirements that were captured by
the previous BA and identify any outstanding requirements that were highly important to them.
• These requirements were translated into user stories and discrete requirements and imported into IBM
Doors.
• Updating the Advanced Case Management Backlog
IBM Doors Workgroups
Creating process maps and user guides to make IBM Doors more users friendly for BA's with lack/ no
experience.
• Weekly meetings with all the BA's
• Creating process maps and user guides
The aim of the Simplify and Transform programme was to deliver significant benefits to TNT that includes:
reduced revenue leakage; cost efficiencies; high levels of customer experience and business agility through the simplification and transformation of business processes and the IT estate. A key aim of the Customer Service
(CS) Workstream is to deliver the Global Customer Care Strategy.
BA Engagement for Advanced Case Management (CRM Implementation)
The aim of this project was to identify the gap between the legacy systems (such as SECH, CSFSL, Mainframe and local systems) and CRM service (Salesforce). Gather requirements from 66 countries that was divided into 3
Waves and made sure the high level requirements were implemented into CRM Service before each country or
operational unit release.
• Familiarised myself with existing (SECH) and new CRM Service (Salesforce) functionalities through
production of documentation and training.
• Introduction of the Single Point of Contact for each Country /Operational Unit (OU). Walkthrough to Toolbox (incl. Sample ARIS map), Timetable deliverables and Overview templates
• Scheduling regular meeting with the stakeholders during the engagement process.
• Ensure access to SharePoint for the relevant parties
• Facilitated a workshop with the relevant stakeholder, to capture high-level requirements.
• Refined the user stories, discrete requirements and non-generic non-functional requirements and import
them into IBM Doors.
• Aligning user stories to Level 3 process grid and into three categories Legislation, Localisation and Regulation
• Captured and develop the localised business processes on their localized systems
• Assessing user stories with project Stakeholders. Resulting questions discussed with owners of the user
stories. (Review meeting)
• Walkthrough with the finale User stories, discrete and Non-functional requirements with Project
Manager, Scrum Master, Solution Architect, Flying Squad and Developers.
• Translated user stories created in IBM Doors into various documented deliverables such as Product
Backlog Report.
• Worked with the Scrum Master in setting realistic project expectations and in evaluating the impact of changes on the organisation and plans accordingly and conducted project related presentations.
• Supported developers in the development and customisation of the CRM Service.
• Provided functional expertise to developers during the technical design and construction phases of the project.
• Liaised with Scrum Master and Change Management to organise a Sprint Retrospective to reflect on the sprint and RAID log, to identify what went well and could have been improved for our next BA
engagement.
• Writing the test scripts to the Offshore testing team that is based in India
Reports and Dashboards:
Complete visibility on data generated in Case Management through Dashboards,
including top 10 Global KPIs and additional KPIs that were gathered from the 'New way of working' workshop.
• Liaised with PM and the previous BA that were working on this project for a couple weeks. To
understand objective of the project and making sure all the relevant documentations were transferred
during the handover meeting.
• Conducted interviews with SME's to identify the impact of the reports and dashboard and which ones
were highly required by them.
• Facilitated a workshop with the relevant stakeholders, to validate the requirements that were captured by
the previous BA and identify any outstanding requirements that were highly important to them.
• These requirements were translated into user stories and discrete requirements and imported into IBM
Doors.
• Updating the Advanced Case Management Backlog
IBM Doors Workgroups
Creating process maps and user guides to make IBM Doors more users friendly for BA's with lack/ no
experience.
• Weekly meetings with all the BA's
• Creating process maps and user guides
Service, Manager, Processes, ARIS, Workshop, Production, Organization, Development, Testing, Implementation, Transformation, Analyst, Offshore, Mainframe, It, Design, Test, Customer service, Management, User stories, Salesforce, SharePoint, Customer experience, Training, Scrum master, CRM, Writing, Scrum, Change management
2013 - 2016
temp
Business Process Analyst
Lloyds Banking Group.
Project / Client Engagements:
PPI Process Improvement Regulatory Programme
The aim of this project is to improve the current PPI processes that would improve the Customer Services and PPI Remediation Process and to automate the PPI application/payment process in order to comply with FCA
regulations on Payment Protection. PPI are found in products such as mortgages, credit cards, personal accounts
and overdrafts.
• Liaised with PM and Project Sponsors to understand objective of the project and supported project
team in writing the PID to ensure project is within scope of delivery and aligns with the vision of the business.
• Liaised with PM and Lead BA to identify the impact of the PPI process improvement on Customer
Services and PPI Team
• Conducted interviews with Process Owners, Administration and Functional Heads to gather audit-
related information and facilitated meetings to explain the impacts and effects of FCA regulations and compliance.
• Facilitated workshop with Lead BA and business units to elicit, capture and document as-is processes
and operational procedures.
• Facilitated workshops to validate requirements, model business processes and to encourage stakeholder
participation to ensure buy-in and secure quick wins.
• Documented As-Is and To-Be processes and translated them into various documented deliverables such
as functional specifications, use cases, workflow/process diagrams, and data flow/data model diagrams
using Visio to meet with requirements and functionalities.
• Developed, coordinated and maintained process mapping activities with business process analysts.
• Conducted business risk assessment, identified risks and developed risk mitigation strategies
• Documented and updated the risk log (issues, risks and tasks) onto JIRA Agile application
• Delivered high-quality analysis reports on schedule and within budgets, so that project milestones are
met
• Led change impact assessments to understand the full impacts of any changes and advised on how
associated risks and issues should be managed
• Reviewed all the deliverables with Project Board and Sponsor and had them signed off.
• Facilitated implementation of new functionality through, training sessions, demonstrations, and the development and publication of appropriate documentations.
Project / Client Engagements:
HR Improvement Programme:
The aim of this project is improve HR operations, communication and training programme.
• Met with the Programme Board to understand the vision and direction of travel for the HR department
• Facilitated workshop with Lead BA, Product Owner, HR Services, Benefits and Payroll to elicit, capture
and document user stories.
• Liaised with the Transition Team and gathered user stories for development for the purpose of a robust
workflow.
• Translated user stories created in JIRA into various documented deliverables such as functional
specifications, use cases, HR workflow/HR process diagrams, and data flow/data model diagrams using
Visio to meet with requirements and HR functionalities.
• Produced functional specifications and led weekly meetings with development and business
communities to discuss outstanding technical issues and deadlines that had to be met for
implementation.
• Liaised with Scrum Master and Product Owner to organize a Sprint Retrospective to reflect on the sprint, to identify what went well and could have been improved
PPI Process Improvement Regulatory Programme
The aim of this project is to improve the current PPI processes that would improve the Customer Services and PPI Remediation Process and to automate the PPI application/payment process in order to comply with FCA
regulations on Payment Protection. PPI are found in products such as mortgages, credit cards, personal accounts
and overdrafts.
• Liaised with PM and Project Sponsors to understand objective of the project and supported project
team in writing the PID to ensure project is within scope of delivery and aligns with the vision of the business.
• Liaised with PM and Lead BA to identify the impact of the PPI process improvement on Customer
Services and PPI Team
• Conducted interviews with Process Owners, Administration and Functional Heads to gather audit-
related information and facilitated meetings to explain the impacts and effects of FCA regulations and compliance.
• Facilitated workshop with Lead BA and business units to elicit, capture and document as-is processes
and operational procedures.
• Facilitated workshops to validate requirements, model business processes and to encourage stakeholder
participation to ensure buy-in and secure quick wins.
• Documented As-Is and To-Be processes and translated them into various documented deliverables such
as functional specifications, use cases, workflow/process diagrams, and data flow/data model diagrams
using Visio to meet with requirements and functionalities.
• Developed, coordinated and maintained process mapping activities with business process analysts.
• Conducted business risk assessment, identified risks and developed risk mitigation strategies
• Documented and updated the risk log (issues, risks and tasks) onto JIRA Agile application
• Delivered high-quality analysis reports on schedule and within budgets, so that project milestones are
met
• Led change impact assessments to understand the full impacts of any changes and advised on how
associated risks and issues should be managed
• Reviewed all the deliverables with Project Board and Sponsor and had them signed off.
• Facilitated implementation of new functionality through, training sessions, demonstrations, and the development and publication of appropriate documentations.
Project / Client Engagements:
HR Improvement Programme:
The aim of this project is improve HR operations, communication and training programme.
• Met with the Programme Board to understand the vision and direction of travel for the HR department
• Facilitated workshop with Lead BA, Product Owner, HR Services, Benefits and Payroll to elicit, capture
and document user stories.
• Liaised with the Transition Team and gathered user stories for development for the purpose of a robust
workflow.
• Translated user stories created in JIRA into various documented deliverables such as functional
specifications, use cases, HR workflow/HR process diagrams, and data flow/data model diagrams using
Visio to meet with requirements and HR functionalities.
• Produced functional specifications and led weekly meetings with development and business
communities to discuss outstanding technical issues and deadlines that had to be met for
implementation.
• Liaised with Scrum Master and Product Owner to organize a Sprint Retrospective to reflect on the sprint, to identify what went well and could have been improved
Workshops, LED, Processes, Workshop, Direction, Audit, Assessment, Regulatory, Development, Process Mapping, Implementation, Analyst, Workflow, Scrum, Compliance, Visio, User stories, Product owner, Audit, Agile, Training, Operations, Jira, Scrum master, Writing, Administration
2012 - 2013
temp
Junior Business Analyst
Santander UK PLC.
Training/Qualifications
• GDPR Certificate - on going
• ISEB Foundation Certificate in Business Analysis
• ISEB Foundation Certificate in Prince 2
• Prince2 Practitioner - On going
• Business Analyst Training by Learning Zone (Accenture)
• Excel Intermediate Training by Learning Zone (Accenture)
• Tableau 10.0 Training by Cloud Stream Partners
• Salesforce Training by Accenture
• GDPR Certificate - on going
• ISEB Foundation Certificate in Business Analysis
• ISEB Foundation Certificate in Prince 2
• Prince2 Practitioner - On going
• Business Analyst Training by Learning Zone (Accenture)
• Excel Intermediate Training by Learning Zone (Accenture)
• Tableau 10.0 Training by Cloud Stream Partners
• Salesforce Training by Accenture
Excel, Business Analysis, Prince2, Training, Cloud, Salesforce, GDpr, Tableau, Analyst
My education
?
-
2012
n/a
Bachelors, Business Management and International Marketing
Bachelors, Business Management and International Marketing
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