Lead business analyst responsible and led conversations around design and business requirements for the business across various domains.

Performed a service delivery management function and played many tactical roles to ensure success in delivery and enablement of key digital projects.- Oversaw service levels for Kotahi's digital managed service desk function accountable to the Head of Digital Enablement, report progress and influence positive outcomes for key stakeholders.- Consulted and responsible key Digital/IT service management functions (Service Operation, Service Design, Service Transition, Continual Service Improvement).- Collaborated with developers, analysts and project managers to expedite incident resolutions.- Monitored contracts and service level agreements to identify potential risks and implement mitigation actions to protect development process from unforeseen delays and costs.- Met with business leaders to better understand IT issues that negatively impacted businesses, answering questions and drive exceptional Digital service levels.- Participated in drafting service budgeting, advising on areas of possible improvement to reduce costs and service delivery times.- Designed, documented and executed maintenance procedures, including system upgrades and patch management.Achievements:- Performed a functional analyst and project manager role to deliver a key Integration project (INTTRA Platform). Resulting in over 500k+ cost saving.- Service transitioned 5 major software implementations - new transport management system, new financial system (Dynamics 365), new land transport planning & optimization service, Microsoft Teams cloud calling & Salesforce CRM (total initiatives over 5million+).- Onboarded new application support services with Kotahi's existing managed service provider. Driving complete coverage of support and documentation of Kotahi's Digital/IT ecosystems.

-Implemented and established new API Integration platform to better access and transfer data between Kotahi and it's customers.-Involved in all testing procedures and wrote test cases and scenarios for development team.-Improved overall user experience through support, training, troubleshooting, improvements and communication of system changes.-User story writing and performed requirement gathering sessions for key event management project.-Provided 24/7 support for web- and client-based applications, file and data feeds and batch processes to prevent impact to business.-Assessed impact of current business processes on users and stakeholders and evaluated potential areas for improvement.-Optimized system and platform performance capabilities in most efficient, practical way possible..-Performed quality assurance testing on new software releases for alignment with goals for efficiency and performance.-Interfaced with customers and developers to diagnose problems and implement configuration requirements and solutions.-Provided training to end users on new and updated systems and software.

Senior data analyst on a newly created team, to explore a new value creation idea and support Kotahi's current optimisation platform.

Defined company-wide third-party data processes and procedures, prioritizing cost-effective solutions as part of a role in the data and reporting team. Mapped key operational processes and used data to create insights for areas for improvement in data quality, completeness and velocity.