Jon Ratcliffe Email & Phone Number

North Stainley, England, Gb

Greater Manchester, England, United Kingdom

North Stainley

Remote

Newcastle Upon Tyne, United Kingdom

Newcastle Upon Tyne, United Kingdom

Leeds, United Kingdom

Leeds, United Kingdom

Datchet

Reading, United Kingdom

Senior Business Analyst in an agile team, leading on a number of work streams forming part of a digital system (SitiAgri) including: • Countryside Stewardship (CS) Inspections• CS Dual Use Applications• CS Maximum Eligible Area (MEA)• CS 2017 Application and Claim Modules

Working individually and as part of a team to deliver the Common Agricultural Project (CAP) business transformation project to develop a digital solution for farmers and land owners in England. This is essentially the Basic Payment Scheme (BPS) end to end process of distributing the £3.8 billion to eligible claimers each year, in line with European legislation.SBA Lead – BPS End to End Overview, BPS 2016 Offline Channel, End to End Customer Contact 2015 (Incoming Call, Incoming Mail, Incoming E-mail, Security Check, Complaints, Knowledge Base and Customer Call Back), Probate, Identity Assurance, Design and Implementation of a Campaign Activity Tracker, Reconciliation, Assisted Digital and BCMS Single Multi-Species Database Gap Analysis.SBA Support – BPS 2015 Contingency, 2015 Support Centres, 2016 Form Design, End to End Customer Contact 2016, Customer Registration,

Designed a solution to enable the interlock of the Delivery Project Executives (DPE’s) with the newly formed Service Management Lean and ITIL aligned model. Putting the DPE’s through there own GDF wave had not been attempted by any of the other countries (GEO). The approach was very different to that of previous service management waves due to the nature of the DPE role, in that they were customer driven rather than process driven. Prior to the DPE wave, I led the design and implementation of the Business Controls Pool and the Account Management clusters.

From the success of Lean Wave 5, we increased our team from 5 to 9 and took part in the first UK GDF wave which aimed to transform Service Management from an account led model to a process led model using Lean and Six Sigma methodologies in line with the ITIL framework. The team created pools for Problem Management, Change Management, IT Service Continuity, User ID Management, Service Desk and Service Level Management and Reporting, led by myself. Each pool had a Dispatcher and Quality Analyst and by the end of the project we had boarded 30% of the pools. In the second year as a Junior Engagement Manager, I was involved in a much smaller team that focused on boarding the remaining accounts into the pools. I also redesigned the end to end process of Change and Problem Management and launched the Incident Management pool.

I took part in the first IBM service management lean project. We targeted Problem and Change Management on 5 accounts. Our approach was to interview as many of the in-scope individuals as possible to identify areas of waste. At this time each account had its own support structure and processes. We were able to create a standard UK IBM Change Management and Problem Management process template that could be applied to other accounts.

Desk Side Support Team Leader for RPA RegionsRapid Response Team Leader for a number of LDCC’s including:May 2007 – Avian Influenza H7N1 LDCC CaernarfonMarch 2007 – Avian Influenza H7N1 LDCC Bury St EdmundsOctober 2006 – Newcastle’s Disease LDCC in GaloshielsFebruary 2006 – Avian Influenza H5N1 LDCC in PerthDesk Side Support Team Leader for Scotland and Cumbria

Providing IT support for all onsite users.Server support for the onsite Regional GIS TeamAs Systems Administrator I was Manager for 2 team members.

I was a member of a small company that supplied and supported foreign exchange banking software to Banks. My role was to support the company’s internal IT systems.

Education record

Education record

Education record