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Strong business analysis and change management profile including documentation and process mapping
Carol Brockhurst
,
Northampton, United Kingdom
Experience
Other titles
Skills
I'm offering
Strong experience in implementing business change and improvements, using both agile and waterfall methodologies, across full lifecycle from inception to adoption:
o Implementation of projects including CRM migration, new ecommerce platform, launch of new products
o Engagement and management of key stakeholders to ensure successful implementation and adoption
o Assessment and understanding of impact of changes and identify solutions to manage such as communications and training
o Identification, design and implementation of process and end-to-end business improvements to increase productivity, improve efficiencies and maximise performance
o Full range of business analysis skills including documentation, data analysis, capturing of accurate requirements. Analytical and detailed approach to identify full range of requirements across people, systems and processes
o Operational management including people management and service delivery, data analysis and reporting
o Implementation of projects including CRM migration, new ecommerce platform, launch of new products
o Engagement and management of key stakeholders to ensure successful implementation and adoption
o Assessment and understanding of impact of changes and identify solutions to manage such as communications and training
o Identification, design and implementation of process and end-to-end business improvements to increase productivity, improve efficiencies and maximise performance
o Full range of business analysis skills including documentation, data analysis, capturing of accurate requirements. Analytical and detailed approach to identify full range of requirements across people, systems and processes
o Operational management including people management and service delivery, data analysis and reporting
Markets
United Kingdom
Links for more
Once you have created a company account and a job, you can access the profiles links.
Language
English
Fluently
Ready for
Larger project
Ongoing relation / part-time
Full time contractor
Available
My experience
2018 - 2019
freelance
BUSINESS ANALYST
KIER GROUP PLC.
• Working with team of developers and partners to implement new ecommerce website www.tradedirect.uk.com for sales to businesses and consumers including documentation of requirements
• Review and application of GDPR to new ecommerce website and business processes
• Design and implementation of operational procedures to support ecommerce site
• Test manager for coordination of user acceptance testing of bespoke CRM/order management system, including creation of test scenarios, management of test issues
• Review and simplification of group procurement processes, for outsourcing/resource savings
• Identification and assessment of appropriate software/apps to support business requirements
• Review and application of GDPR to new ecommerce website and business processes
• Design and implementation of operational procedures to support ecommerce site
• Test manager for coordination of user acceptance testing of bespoke CRM/order management system, including creation of test scenarios, management of test issues
• Review and simplification of group procurement processes, for outsourcing/resource savings
• Identification and assessment of appropriate software/apps to support business requirements
Outsourcing, Processes, Manager, Assessment, Software, Test manager, Testing, Implementation, Support, Analyst, Design, Apps, Website, Sales, Test, Management, Procurement, GDpr, CRM, Ecommerce
2004 - 2017
job
BUSINESS ANALYST
LEASEPLAN UK LTD.
• Played a pivotal role in the planning and implementation of a replacement CRM system - Salesforce.
• Collaborated closely with the IT / Technical teams and Salesforce partners including Cognizant, Deloitte and Accenture.
• Designed and introduced customer-facing documents including vehicle quotations, order forms, contracts and correspondence.
• Defined and set requirements with a focus on key business processes for new system design, managed full data migration, prepared process materials, organised and led acceptance testing, and delivered post-implementation support.
• Spearheaded the launch of a new personal leasing product and remodelled existing business leasing processes.
• Accountable for designing and creating procedural and process templates in collaboration with business users and technical support teams.
• Spearheaded the introduction of improvements and efficiencies through overseeing end to end operational processes.
• Identified and introduced new tools to enable information sharing with sales and service delivery teams and additionally introduced a new online lead form to facilitate sales leads from 3rd party introducers.
• Managed the implementation of business process and system changes ensuring alignment with existing processes.
• Authored user stories, use cases, acceptance criteria, test cases, scenarios and training materials.
PROJECT / BUSINESS CHANGE MANAGER
• Led the execution of a major change programme for the 'small fleet' brand with accountability for managing change across critical business systems and processes including changes to procurement system, end to end consumer leasing tools, CRM and workflow application, and centralisation of the customer service function.
• Provided leadership to a project team encompassing technical personnel to facilitate delivery of business system changes including the upgrade of quoting system.
• Instrumental in managing, coordinating and delivering complex system changes, reporting and dashboards to facilitate and support a core TV advertising campaign.
TEST MANAGER
• Created test plans for business for replacement quote system, and migration to new CRM system
• Wrote test scripts and scenarios incorporating both functional and non-functional test requirements and incorporating end-to-end business processes
• Ensure test issues were captured and liaised with project team for resolution and prioritisation
• Liaised with project manager, system testers and consultant partners to ensure testing was successful
DATA AND REPORTING ANALYST
• Accountable for designing, developing and introducing a suite of reports and dashboards to support day to day business operations and long term forecasting.
• Achieved significant improvements to efficiencies through replacing the manual collation of data for order tracking and instilling a culture of self-sufficiency with managers and the sales team.
• Played a key role in resolving and improving business-critical data quality issues and performed data cleansing in Salesforce following system integration issues in collaboration with the IT team ensuring issues were documented and that interim solutions were in place pending permanent resolution.
OPERATIONS MANAGER
• Oversaw and coordinated service delivery teams including purchasing, customer service and contracts management, and played a key role in supporting the transition to centralisation of service delivery activities including calculating FTE headcount figures based on time and motion investigation / analyses.
• Created model for training needs analysis and to capture ongoing employee training requirements and gaps.
• Collaborated closely with the IT / Technical teams and Salesforce partners including Cognizant, Deloitte and Accenture.
• Designed and introduced customer-facing documents including vehicle quotations, order forms, contracts and correspondence.
• Defined and set requirements with a focus on key business processes for new system design, managed full data migration, prepared process materials, organised and led acceptance testing, and delivered post-implementation support.
• Spearheaded the launch of a new personal leasing product and remodelled existing business leasing processes.
• Accountable for designing and creating procedural and process templates in collaboration with business users and technical support teams.
• Spearheaded the introduction of improvements and efficiencies through overseeing end to end operational processes.
• Identified and introduced new tools to enable information sharing with sales and service delivery teams and additionally introduced a new online lead form to facilitate sales leads from 3rd party introducers.
• Managed the implementation of business process and system changes ensuring alignment with existing processes.
• Authored user stories, use cases, acceptance criteria, test cases, scenarios and training materials.
PROJECT / BUSINESS CHANGE MANAGER
• Led the execution of a major change programme for the 'small fleet' brand with accountability for managing change across critical business systems and processes including changes to procurement system, end to end consumer leasing tools, CRM and workflow application, and centralisation of the customer service function.
• Provided leadership to a project team encompassing technical personnel to facilitate delivery of business system changes including the upgrade of quoting system.
• Instrumental in managing, coordinating and delivering complex system changes, reporting and dashboards to facilitate and support a core TV advertising campaign.
TEST MANAGER
• Created test plans for business for replacement quote system, and migration to new CRM system
• Wrote test scripts and scenarios incorporating both functional and non-functional test requirements and incorporating end-to-end business processes
• Ensure test issues were captured and liaised with project team for resolution and prioritisation
• Liaised with project manager, system testers and consultant partners to ensure testing was successful
DATA AND REPORTING ANALYST
• Accountable for designing, developing and introducing a suite of reports and dashboards to support day to day business operations and long term forecasting.
• Achieved significant improvements to efficiencies through replacing the manual collation of data for order tracking and instilling a culture of self-sufficiency with managers and the sales team.
• Played a key role in resolving and improving business-critical data quality issues and performed data cleansing in Salesforce following system integration issues in collaboration with the IT team ensuring issues were documented and that interim solutions were in place pending permanent resolution.
OPERATIONS MANAGER
• Oversaw and coordinated service delivery teams including purchasing, customer service and contracts management, and played a key role in supporting the transition to centralisation of service delivery activities including calculating FTE headcount figures based on time and motion investigation / analyses.
• Created model for training needs analysis and to capture ongoing employee training requirements and gaps.
System Design, TV, Data quality, It, Workflow, Analyst, Support, Implementation, Testing, Test manager, Service, Campaign, Online, Interim, Contracts, Manager, Processes, LED, Service Delivery, User stories, Advertising, Project Manager, CRM, Operations, Training, Forecasting, Contracts, Salesforce, Procurement, Design, System Integration, Leadership, Management, Integration, Customer service, Test, Sales, Operations manager
My education
n/a
BSc, Psychology
BSc, Psychology
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