Duncan Tyler Email & Phone Number

Portsmouth, Gb

Portsmouth, England, United Kingdom

Portsmouth, United Kingdom

Whiteley, Hampshire, United Kingdom

Led the Business Analyst and Test QA function for Synaptic Software (Capita FS - life, pensions and protection Insurance). Managing a local team of BA’s and Testers and remote team of testers.▪ Applied BA standards and best practice adopting Behavioural driven development (BDD) techniques when writing user stories in TFS and Gherkin for acceptance criteria.▪ Created the teams test policy and standards including the creation of the teams test strategy, Test approach, Test exit and summary report templates.▪ Working across the synaptic product range and key systems introducing test automation where possible.

Aldershot, Hampshire, United Kingdom

Business Analyst - Insurer Team

Managed and led the platform support service, including both Zurich employees and an outsourced supplier. Created and Integrated an effective and efficient support model / service into Zurich.- Responsible for the operation, availability and performance of Zurich’s key commercial strategic web based policy administration system (Duck Creek) servicing over 15,000 internal and external users. - Coordinated, resolved and responded to over 900 Incidents and Problems, measurably and significantly improving the customer satisfaction, NPS and APDEX scores as well as platform availability. - Created and integrated of key service processes (Incident, Change, Development, Testing, back office, batch and error handling) and support requirements.- Designed and put into operation key documentation including service reports (Monthly), Application Run Book, Knowledge artefacts, Working Instruction Documents and DR instructions. - Organized and facilitated stakeholder meetings to review MI reports on varying application and infrastructure data including availability, incident trends, forecasts, satisfaction scores and performance recommendations.- Led and project managed changes to the application and its infrastructure to improve functionality, performance, speed to market and to decrease run and maintenance costs by £60K a year. - Added stringent acceptance criteria, service transition processes and release management. - Introduced ‘pro-active’ and ‘re-active’ application monitoring tools (DynaTrace & SessionCam). In order to minimize system issues and performance problems on the customer and to save on average 14 hours (£12k) a week in root cause analysis and investigation. - Conducted training and KT of Remedy / Service Now Incident and change management tools.- Adherence to strict and self-set SLA’s and operational governance.

Implementation of Zurich’s new and key commercial strategic web based policy administration system (Duck Creek). - Overall management and planning of activities for Project Managers, Business Analysts, Subject Matter Experts, outsourced development and Wintel teams. Including PMO duties. - Project Management: Introduced an iterative (agile) model to improve minor / rate changes speed to the market. Moving from a bi-monthly code release to a 1 week release. Vastly improving competitiveness in the market place. - Led an £80k infrastructure project to ensure that the test estate was fit for purpose, ensuring that it was ‘prod like’ and had the necessary integration with ‘in-house’ systems and was able to cope with an iterative / agile project approach.- Business Analyst: Through elicitation and gap analysis uncovered issues around application access (Duck Creek UAM and ADS), error handling and back office housekeeping / batch processes. Built, analysed and updated business processes, requirements and specifications prior to the launch of the platform. Validating with the key business users. - Subject matter expert in re-designing / simplifying all requirements and specification documentation.- Release Management: Responsible for creating the departments release strategy and release schedule / process. Including changing the deployment strategy, taking implementations from an average of 12 hours to 4 hours. - Managed successful service design transition to service operation with Program Director and operation team.- Service Delivery Mngt: Part of design team for service framework and recruited resources accordingly.- Negotiated support service contracts with large outsourced supplier organisations.- Change Management: Established effective operational change management through better QA, testing and governance across project delivery models.

Management and development of test resource and activities for an internal and remote team of testers (12 FTE).- Introduced and created the departments Test Policy, Strategy and approach to testing as well as the governance model in order to adhere to Zurich’s governance framework.. Transitioned the team to a more agile iterative approach in order to increase code delivery and speed to market.- Established test automation both introducing and creating testing tools. Taking test case creation and execution down from 10 days to 2 days and increasing test coverage in order to provide more quality to existing and additional internal and external systems. - Improved test management by improving testing tools including introducing Quality Center and JTrac for defect management as well as SOAP UI and HPQTP for test automation. - Responsible for liaising and managing testing relationships with third party vendors, including Software houses CDL, OpenGI, SSP, InsurE, Acturis, BD, Iprism, Powerplace to name but a few.- Provided expert knowledge of Software House systems including knowledge of EDI, XML and Polaris ProductWriter.- Increased the teams profile and successes through brown bag sessions and departmental presentations. Presenting to over 200 people and receiving very positive and encouraging feedback.- Improved requirements documentation and specifications through document testing. Over 30 items, 25% of specification improved and 30% of requirements improved.

Responsible for managing UAT test activities.- Introduced test processes and best practice.. Ensured that all test documentation and reports were generated in a timely manner and were of the highest quality.- Acted as escalation point for team referrals and high severity Incidents / defects.- Ensured that the team worked hard towards achieving quality objectives.. Responsible for the creation of test plans for small change projects and ensured that the UAT test lifecycle was adhered to.- Ensured that risks and issues were highlighted to the business / stakeholders with where possible mitigating actions.