Simon Sim Email & Phone Number

Melbourne, Victoria, Australia

Manage the project which enhances Service Cloud with the aim of improving operation efficiencies of contact centre.

Manage the deliveries of Salesforce Omni Channel capability to Australia Post nation-wide contact centers. Manage the implemetation of a Salesforce Experience / Community solution that enables interaction between Australia Post delivery networks and Star Track contatc centers. Manage SCRUM processes, including Sprint Planning, daily stand-up, sprint review, backlog grooming and retrospectives. Manage deployment and stabilisation activities. Support program in release planning and resource… Show more Manage the deliveries of Salesforce Omni Channel capability to Australia Post nation-wide contact centers. Manage the implemetation of a Salesforce Experience / Community solution that enables interaction between Australia Post delivery networks and Star Track contatc centers. Manage SCRUM processes, including Sprint Planning, daily stand-up, sprint review, backlog grooming and retrospectives. Manage deployment and stabilisation activities. Support program in release planning and resource planning. Show less

Melbourne, Victoria, Australia

1. New Zealand Ministry of Education. Manage project delivery team's SCRUM processes to deliver Salesforce solutions to manage transport service providers' incident reporting processes and to manage transport subsidy and grant management processes.2. Worksafe Victoria. Manage the initiation and planning of a project stream to deliver a CASE management solution for WSV to manage the psychosocial complaints as received from the public in support of a new regulatory addition to the OHS… Show more 1. New Zealand Ministry of Education. Manage project delivery team's SCRUM processes to deliver Salesforce solutions to manage transport service providers' incident reporting processes and to manage transport subsidy and grant management processes.2. Worksafe Victoria. Manage the initiation and planning of a project stream to deliver a CASE management solution for WSV to manage the psychosocial complaints as received from the public in support of a new regulatory addition to the OHS (Occupational Health and Safety) legislation. Show less

Melbourne, Victoria, Australia

1. Manage Australia Post system enhancements backlog for the Nationwide Contact Centre. Manage backlog grooming and prioritisation with stakeholders. Manage the process to justify and secure funding for the enhancements. Monitor and track the work pipeline to ensure deliveries are on track.2. Managed a project that delivered a solution to integrate Salesforce and Chat Bot for the Nationwide Contact Centre. The solution improves Australia Post Contact Centre's efficiency so as to reduce the… Show more 1. Manage Australia Post system enhancements backlog for the Nationwide Contact Centre. Manage backlog grooming and prioritisation with stakeholders. Manage the process to justify and secure funding for the enhancements. Monitor and track the work pipeline to ensure deliveries are on track.2. Managed a project that delivered a solution to integrate Salesforce and Chat Bot for the Nationwide Contact Centre. The solution improves Australia Post Contact Centre's efficiency so as to reduce the human operator's handling of the enquiries during the peak year-end parcel delivery period.3. Completed the planning on a project that rework the pricing discount structure for Australia Post's SMB (Small and Medium Business) customers in alignment with customer retention and expansion strategy. Show less

Victoria, Australia

Manage a project to migrate Salesforce from Classic to Lightning for 200+ South East Water business users from 10 different business units. Deliver Service Cloud and Partner Community solution for South East Water engineers and contractors to manage fieldwork processes. Deliver a Lightning Sales Cloud opportunity and contract management solution for a business unit replacing the be-spoke legacy system. Deliver Salesforce solution receiving smart meter alarms from the IoT (Internet of Things)… Show more Manage a project to migrate Salesforce from Classic to Lightning for 200+ South East Water business users from 10 different business units. Deliver Service Cloud and Partner Community solution for South East Water engineers and contractors to manage fieldwork processes. Deliver a Lightning Sales Cloud opportunity and contract management solution for a business unit replacing the be-spoke legacy system. Deliver Salesforce solution receiving smart meter alarms from the IoT (Internet of Things) platform and manages customer communications. Manage vendor to set up the BOOMI integration platform to expand the use of Salesforce CRM via flexible integration patterns including cloud-to-cloud and cloud-to-on premise. Deliver Salesforce CRM solutions integrated with the GIS (Geographic Information System) via Canvas with geographical-based customer communication management capability. Deliver Salesforce solutions integrating with external vendor’s document scanning solution so as to automate creation and update of Customer, Account, and Contact information. Deliver a Salesforce CRM/Marketing Cloud solution platform that sends and manages customer digital communications. Enhancements on South East Water public-facing functionalities to allow customers to reach SEW customer contact centre. Show less

Melbourne

Re-platform of Origin’s legacy sales system to a modern Salesforce CRM platform. Conduct business process modelling to re-model the end-to-end quote, sales, delivery and billing processes for better flexibility and efficiency. Perform functional design on data integration of customer billing data between Salesforce CRM and SAP Billing module. Transform and re-model to a flexible and efficient product and pricing configuration in Apttus CPQ (Configure Price Quote) module within Salesforce CRM… Show more Re-platform of Origin’s legacy sales system to a modern Salesforce CRM platform. Conduct business process modelling to re-model the end-to-end quote, sales, delivery and billing processes for better flexibility and efficiency. Perform functional design on data integration of customer billing data between Salesforce CRM and SAP Billing module. Transform and re-model to a flexible and efficient product and pricing configuration in Apttus CPQ (Configure Price Quote) module within Salesforce CRM. Prepare test plan and test cases. Execute system testing. Provide business analysis support to UAT, defect management and change control. Show less

Melbourne, Australia

Initiate and plan development of DEPI online client portal platform. Develop user stories. Perform wiire frame mock-up to elicit, analyse and validate functional requirements. Key players in Sprint Planning and Sprint Review. Integration of Land Victoria online system with mission critical statutory Land Title registrar system. Define data dictionary and data exchange schema between systems.

Melbourne, Australia

Working on a strategic multi-year and multi-million budget program to replace a legacy Victorian’s election management system which manages election process for state’s 2+ million voters. Lead development team (up to 6 persons) to re-develop nominations module which manages candidates nominating for the elections. Own business analyst responsibility to elicit business requirements, conduct business process modelling workshops, collaborate with development team to define solution concept… Show more Working on a strategic multi-year and multi-million budget program to replace a legacy Victorian’s election management system which manages election process for state’s 2+ million voters. Lead development team (up to 6 persons) to re-develop nominations module which manages candidates nominating for the elections. Own business analyst responsibility to elicit business requirements, conduct business process modelling workshops, collaborate with development team to define solution concept, perform requirement analysis and translate business requirements into Use Cases and detailed functional requirements (User stories and Acceptance Criteria). Own SCRUM master and iteration manager responsibility to liaise with stakeholders in managing prioritization of requirements and delivery of solutions. Conduct fortnightly team's sprint planning and retrospective sessions to plan and define development iterations. Facilitate daily stand-up meeting and monitor iterations progress. Constant communication to program office regarding project's progress, risk management, resourcing health and various improvement initiatives. Show less

Worked on – IKON, an enterprise case management system based on Microsoft Dynamics CRM platform to process and manage complains and investigation matters related to Victoria police. Elicit business and legislative requirement. Conduct business process modelling workshop to define As-Is and To-Be process. Elicit, analyse and document business requirements. Resolving requirement conflicts and drive requirement prioritisation among stakeholders. Perform analysis and produce functional… Show more Worked on – IKON, an enterprise case management system based on Microsoft Dynamics CRM platform to process and manage complains and investigation matters related to Victoria police. Elicit business and legislative requirement. Conduct business process modelling workshop to define As-Is and To-Be process. Elicit, analyse and document business requirements. Resolving requirement conflicts and drive requirement prioritisation among stakeholders. Perform analysis and produce functional requirements. Collaborate with technical team to define solution concept. Construct prototyping and conduct walk through session to validate requirements. Implement OPI summon management process on IKON. Integrate Microsoft Dynamics CRM with enterprise Document Management System (HP TRIM). Customisation on MS Dynamics Workflow, Dashboard, Entity Modeling and Reporting Services. Perform system testing. Facilitate user acceptance testing. Conduct end user training. Show less

• Project – Development of VRQA Online, which is an online web application for Victoria-wide education providers to submit in registration application, making online payment and performs self-service functionalities. The web application is integrated with customised Microsoft Dynamics CRM solution at back office to manage processing workflow of applications. • Capture As-Is business process. Elicit business requirements. Develop business case documents. Facilitate business process modelling… Show more • Project – Development of VRQA Online, which is an online web application for Victoria-wide education providers to submit in registration application, making online payment and performs self-service functionalities. The web application is integrated with customised Microsoft Dynamics CRM solution at back office to manage processing workflow of applications. • Capture As-Is business process. Elicit business requirements. Develop business case documents. Facilitate business process modelling to define To-Be process. Perform requirement analysis using UML, data modelling and Use Case modelling. Collaborate with software vendor in defining solution concept. Translate business requirements to functional requirements. Support project management effort on project sizing and risk management. Show less

Responsibilities 1.) One Platform Project –Development of an online mortgage management platform to replace two legacy enterprise systems. Project size is 30 persons with $14 million budget. User base 5000+.2.) Requirement engineering methodologies - Use Case and UML.3.) Elicit, analyse and document functional requirements.4.) Define XML data schema mapping and data transformation specification.5.) Execute change control process on requirement and implementation… Show more Responsibilities 1.) One Platform Project –Development of an online mortgage management platform to replace two legacy enterprise systems. Project size is 30 persons with $14 million budget. User base 5000+.2.) Requirement engineering methodologies - Use Case and UML.3.) Elicit, analyse and document functional requirements.4.) Define XML data schema mapping and data transformation specification.5.) Execute change control process on requirement and implementation documentations.6.) High quality requirements result in efficient development and testing completed (without scope creep and severe defect) within timeline and budget.Achievements 1.) Sales Force CRM Reporting – Complete requirements gathering for 50+ reports and mail merge documents within two weeks coming on board.2.) Integration of Sales Force CRM with mortgage calculation system – Elicit, analyse and document requirements to integrate Sales Force CRM with internal mortgage calculation system. Define data mapping schema and data transformation specification.3.) Extension of One Platform for critical capabilities – Gather, analyse and document requirements to extend major system capabilities to support re-financing, top-up and cash-out mortgage businesses. Show less

Responsibilities 1.) Engage senior stakeholders at strategic level. Elicit high-level business goals.2.) Document As-Is business processes, identify project opportunities, conduct feasibility study and document business case.3.) Manage business process modelling workshop to define to-be processes.4.) Analyse and document functional requirements.5.) Collaborate with technical teams to define solution concepts.6.) Define data mapping schema and data transformation… Show more Responsibilities 1.) Engage senior stakeholders at strategic level. Elicit high-level business goals.2.) Document As-Is business processes, identify project opportunities, conduct feasibility study and document business case.3.) Manage business process modelling workshop to define to-be processes.4.) Analyse and document functional requirements.5.) Collaborate with technical teams to define solution concepts.6.) Define data mapping schema and data transformation specification.7.) Facilitate system testing, user acceptance testing, end-user training and implementation.8.) Requirement engineering methodologies are Use Case and UML.9.) Demonstrate strong time management skills in delivering multiple projects within timeline.10.) Contribute to organisation initiative in establishing requirement management template.Achievements 1.) Enterprise electronic workflow system – Implementation of an electronic workflow system to enable paperless processing of refund payment to clients. The system transacts 12000 refunds per year and user-base spans across 26 OAMPS branches nation-wide. End results are elimination of error-prone manual processes, stronger procedural control and speeds up processing throughput from 4 to 1 week. Tangible benefits – Net ROI of $100,000 per year.2.) Enterprise data integration platform – Development of an Enterprise Data Integration platform that integrates invoicing system with Finance One. The system transacts annual payout of $1.4 billion. End results are replacement of unsupportable legacy systems, ensuring business continuity and elimination of error-prone manual processes.3.) Integration of Finance One with Westpac Online Banking system – Integration of Finance One with Westpac Online Banking System. Improves process efficiency by automating BPAY and direct debit account receivable process. Show less

Responsibilities 1.) Team maangement - Team of ten business analysts. Coaching, mentoring and performance management.2.) Manage and review requirement gathering, analysis and documentation processAchievements 1.) Server hardware refresh project – A global project to upgrade legacy server infrastructure which houses six Dell’s global mission critical applications. Guide team members to baseline application functionalities. Collaborate with technical team in re-architecting… Show more Responsibilities 1.) Team maangement - Team of ten business analysts. Coaching, mentoring and performance management.2.) Manage and review requirement gathering, analysis and documentation processAchievements 1.) Server hardware refresh project – A global project to upgrade legacy server infrastructure which houses six Dell’s global mission critical applications. Guide team members to baseline application functionalities. Collaborate with technical team in re-architecting applications for dynamic load balancing and fail-safe capability (using Big IP solutions). This results in up to 200% reduction of critical incidents. Show less

1.) Financial Budget Control system – Elicit, analyse and document requirements to develop a regional system to perform budgeting and tracking of discretionary spending. Define data transformation ETL (Extract Transform Load) specifications from data warehouse and external AMEX Travelex systems. Document functional requirements for development of analytical reports to track actual spending against budget. Net ROI – Annual savings on discretionary spending of USD 1.6 million.

1.) CAPS-Calypso Interface Project – Lead a team of 4 developers to develop a system that performs product data ETL (Extract Transform Load) from enterprise data warehouse and automate calculation of Intel’s global equipment capacity. End results - Productivity savings of 360 man-hours per month and elimination of human error in complex calculations.2.) System Performance Improvement - Re-design core calculation engine to speed up the calculation 400%. As a result, the system performance… Show more 1.) CAPS-Calypso Interface Project – Lead a team of 4 developers to develop a system that performs product data ETL (Extract Transform Load) from enterprise data warehouse and automate calculation of Intel’s global equipment capacity. End results - Productivity savings of 360 man-hours per month and elimination of human error in complex calculations.2.) System Performance Improvement - Re-design core calculation engine to speed up the calculation 400%. As a result, the system performance was kept at optimal condition despite Intel aggressive growing data volume and complexity.3.) Application management - Performed system capacity planning to forecast future business needs. Established OLA (Operation Level Agreement) with upstream data provider to insure application’s stability. Show less

1.) Integration Test Lead – Define test strategy, write test script, lead team to complete system integration test for Intel’s global planning calculation tools (that handles Intel 30 billion annual USD CPU businesses).2.) Scalability Test Lead – Define test strategy, write test script, lead testing team to complete system scalability test on a global manufacturing planning system. This ensures the system to perform optimally under Intel’s aggressive business growth.

1.) Development of automated manufacturing system for semiconductor FAB – Elicit, analyse and document requirements from multiple complex business organisations. Define functional specifications for external development vendor to design and build. Conduct prototyping workshop to secure sign-off from stakeholders. Execute functional and integration test. Facilitate user acceptance test.

Master, Master Of Science In Business It

First Class Degree, Engineering

Diploma, Engineering