Jamie G H. Email & Phone Number

Eastbourne, Gb

On outsourcing retained as IT Governance Support Officer, role mapped against IT Systems Analyst. Support delivery of ITG function objectives. Project liaison for delivery of IT elements, support project planning and business analysis activities.Achieved ITIL4 Managing Professional designation. Certified following ITIL4 Managing Professional transition training, via the Global ITIL Development Group. Obtained BCS Practitioner Certificate Enterprise and Solution Architecture. Covering governance, modelling techniques, component-based design and architecture roadmaps.Gained APMG Better Business Cases Practitioner certification. Structured around the Five Case Model of Strategic, Economic, Commercial, Financial and Management for business case development. Aligned to HM Treasury’s guidance to evaluate policies, projects and programmes.Projects include- MS Dynamics 365 development (CRM supporting Safer Community services)- HR platform upgrade and introduction of a cloud based recruitment service- Introduction of business planning, performance and risk management platformKey duties - business needs analysis and requirements capture- assist development of solution outlines- promotion of benefits in business of application and data roadmaps- support improvements to operational effectiveness and business intelligence- support wider internal and external collaboration- supplier engagement to communicate application and data roadmaps - supplier engagement for project delivery- development of ITG client function operational processes - providing SME guidance to support the Outsourcing Relationship ManagerDevelopment- BCS Practitioner Certificate in Business Analysis Practice- ITIL4 Managing Professional- APMG Better Business Cases (Registered) Practitioner- BCS Practitioner Certificate in Enterprise and Solution Architecture- TOGAF 9- Coaching FRS - Level 5

Role updated reflecting objectives to provide input into development of IT strategy and to facilitate alignment with Service Management best practice for service delivery. To recommend actions for service improvement for service delivery against performance, customer satisfaction levels, feedback and benchmarking.Completed ITIL v3 development (Capability Stream). Achieving ITIL v3 Expert level in 2010 and recognised by ITSM Forum (UK) as one of the top 3 ITIL students that year.Projects include- Service Management (strategy and service delivery process improvement)- IT strategy development (IT business planning consultation)- Data warehouse (defining requirements for data warehouse development)Key duties- assist in design of systems, processes, solutions and recommend actions- design and develop business processes for improvement of service delivery- assist Head of IM to monitor quality of service provided- develop business processes and service/application models- specify and assist in implementation of solutions- assist in estimating and planning proposed delivery- maintain project deadlines and quality standards over a number of projects- provide service analysis support for services and projects or change requests- participate n the process of impact analysis for proposed solutions- participate in the construction of test plans or pilotsDevelopment & learning- BCS Specialist Certificate in Business Relationship Management- Certified Scrum Product Owner- Certified Scrum Master- ILM Level 2 Award in Team Leading- ITIL v3 ITIL Expert (awarded on passing MALC - Capability Stream)- ITIL v3 Managing Across the Lifecycle (MALC)- ITIL v3 Planning, Protection & Optimisation- Managing Successful Projects (Active Learning & Development Ltd) - QA Effective Data Warehouse Construction - Plain English (Plain English Campaign)- QA Stepping up to Management

Role objectives focus on defining business requirements, developing process models and specifications for IT solutions (in-house development and for tendering process).Introduced to the ITIL Service Management Best Practice Framework. Fortunate to be supported and encouraged by ESFRS to pursue ITIL certification, following the ITIL v3 Capability Stream.Projects include- Tender and replacement IT platform for Business Safety (MS Dynamics CRM 2011)- Community profiling to improve understanding of risk and customer engagement- Service Management (ITIL alignment roadmap) project for service improvementKey duties- design systems solutions, and develop/recommend required actions- convert business processes into software models and data models- participate in estimating and planning proposed solutions- specify and implement defined solutions- provide systems analysis support to system developer colleagues- participate in impact analysis for proposed solutions- participate in the construction of test plans- assist in maintaining deadlines and quality management standardsDevelopment- ITIL v3 Operational Support & Analysis- ITIL v3 Service Offering & Agreements- ITIL v3 Service Transition- ITIL v3 Foundation- NCFE Level 3 Certificate in Managing Diversity

Senior Customer Service Advisor at LloydsTSB (branch based customer facing role), working across several branches in the local region. Main responsibilities include: - customer service roles (cashier and customer service desk)- providing senior level cover across multiple regional branches- managing and following branch opening and closing procedures- reconciliation of teller transactions and branch cash accounts- managing, restocking and balance reconciliation of Cashpoint/ATM- supporting adoption of business procedures and process changes- supporting implementation of new and updated IT systemsOriginally full time for a number of years. Remaining in role, on flexible hours contract, while studying Business Information Systems (Hons) at Brighton University, gaining a 2:1 in 2007.