Business Analyst for Mail and hybrid mail

Interfacing between business stakeholders, customers, and ITBusiness Analysis and formal definition of functional & non- functional business requirements, user stories and acceptance criteria in TFS for hybrid mail, mail, parcel and logistics software solutions. Sprint planning of a backlog of development in an agile environment. Release management and service transition of new software under ITIL.Planning and management of QA Testing, System Testing and User Acceptance Testing. Training Key Users as part of the service transition of new software in a classroom and one to one train the trainer approach. End-to-end management of small change development projects in both agile and waterfall environments. Enforcing compliance with IT standards and processes including GDPR. Travel to any UK Mail or customer sites, as required in the course of fulfilling the above duties.

Responsibility for providing system solutions, improvements and production Support Development of IT systems and “end to end business processes” as a result of Business Process offshoring (BPO)Analysis and implementation of automated work allocation into a workflow and image system Faciliated workshops to assist with the completion of Detailed Functional Specifications around workflow system improvements

Trained and mentored a team of 14 Customer Service staffPlayed a key role in company migration of customer service processes from Wythall to India sites.Trained and mentored 14 offshore staff spending 5 weeks in Mumbai India.Completed call, process and letter monitoring to ensure customer service targets and SLA’s were met – Training and feedback provided where necessary