Sujin Kang Email & Phone Number

Melbourne, Victoria, Australia

I am embedded into the Mobile team responsible for delivering iOS & iPadOs apps to help the business manage the construction process of new homes. Core responsibilities are:Write user stories and acceptance criteriaRun backlog refinement workshopsFacilitate requirements gathering sessionsDefine business rulesMap business as is and to be processesAnalyse issuesAnalyse data requirementsManage backlogsConduct user testing

Melbourne, Australia

Customer Experience Enhancement Project | Student PlacementThis role was offered to me when the student placement business stream of IDP Education was going through a global customer experience enhancement project to improve customer’s website and marketing experience and streamline their customer journey. I was placed into the CRM team which was responsible for gradually implementing SAP C4C into 30+ countries to replace the existing Oracle RightNow CRM solution. The project team had just partially rolled out a selected set of functionalities of the new CRM solution into a number of designated countries and were getting ready for the 2nd release. Key responsibilities:- Engage business ambassadors to elicit requirements- Write user stories and acceptance criteria within limited timeframe- Co-design a new student application management framework and workflow with the IT team- Co-design customer walk-in online registration form with the business users- Define lead management, email and document management workflow- Engage with the IT team and the finance team to define business rules to ensure the student application management and the finance system integration works as expected- Provide input into user training guides and communications- Run virtual classrooms to train users

Identity and Access Management (IAM) Solution Implementation and Enhancement | English Language TestingWhen I took this role, the English language testing business stream of IDP Education was tasked to implement various significant changes to 200+ test centres based in over 30 countries in less than 6 months to meet with the UK government’s security requirements.I joined the IAM implementation team which was responsible for ensuring that the new candidate identity management system meets with the additional UK requirements and completing the global roll out of the new solution to replace the existing IAM solution.It was very challenging because the IAM solution was technically complex and I had to learn about the solution as well as the detailed processes in a very short time frame to be able to perform the role.Responsibilities during IAM implementation project:- Engage with the vendor to ensure the solution meets with the additional requirements- Perform UAT and PVT testings- Create in-depth user guides and run webinar trainings- Support the project manager for roll out- Analyse and troubleshoot issues raised by users After the solution was successfully implemented, my role evolved as a business analyst/business owner for the IAM solution and I was responsible for analysing issues and identifying improvement opportunities.Responsibilities during BAU:- Investigate issues by visiting multiple test venues and interviewing and observing users- Engage with the vendor to identify improvement opportunities- Create a business case and present to the business sponsor for a solution upgrade budget approval- Document business requirements- Work with the testing team to create test scenarios- Work with the test centres to execute user acceptance testing- Perform server performance testing

Test Centre Data and Incident Management Solution Project | English Language TestingWhile working as a Business Analyst/Business Owner for the IAM solution, I was also tasked to design and implement a test centre data and incident management solution. The business has decided to use the existing CRM platform and the internal IT resources based in overseas and I managed the project from scoping through to deployment.This project successfully moved the test centre data from numerous excel spreadsheets into a single CRM platform. It also allowed the support teams to easily manage incidents and enquiries in the CRM platform instead of using outlook with the support of automated processes and reports.Key responsibilities:- Analyse the existing process and data requirements- Elicit business requirements from a wide variety of stakeholders, including regional directors, operational manager, the network support team, quality and compliance team and the service desk team- Document detailed data and system requirements and business rules- Design workspaces and workflows- Design reports and dashboards- Engage with the IT team to ensure the solution is built per requirements- Engage with the testing team and network support team to create test scenarios and run tests- Run face to face and webinar trainings

CRM Continuous Improvements | Student PlacementIn this role, I was responsible for rolling out changes to the CRM system to deliver continuous improvements to the end users.Responsibilities: - Gather detailed user and system requirements based on changes proposed by the end users- Identify improvement opportunities through focused user group workshop or 1:1 discussions- Document requirements- Review solution proposed by the internal IT team and work together to identify best fit solution- Coordinate UAT and PVT- Provide input to user guides and communication

Student Application B2B Integration Project (OSCAR Applied) | Student PlacementOSCAR Applied is IDP Education’s cloud based, electronic student application delivery system that is designed to integrate with a university’s admissions system. OSCAR Applied helps to reduce manual data entry, which in turn streamlines the application process for both universities and students. In this project, I was responsible for ensuring the CRM workspaces used by the IDP counsellors to collect the application data is built to meet institution’s requirements and business process.

Student Placement Expansion Program | Student Placement BusinessThe program was responsible for implementing a new CRM platform for users in 30+ countries with an aim to expand the business from a single destination to a multi destination business. As part of the CRM solution, the program implemented a course and university matching solution and a knowledgebase for the first time.For the overall CRM solution build, I was responsible for:- Contribute to end to end business as is/to be process mapping and requirements workshops and documentation- Vendor assessment and selection as a team- Work with the vendor to co-design workspaces- Document test scenarios- Perform UATs and PVTs- Provide input to user trainings- Contribute to data mapping and cleansing requirements between the old and new CRM solutionsResponsibilities as a matching solution BA:- Analyse data requirements and work with the data analyst to define and document course and institution data requirements that was used for the data aggregator system, matching solution, knowledge management solution and also for the application processing and billing systems- Run requirements workshops- Define and document course and institution filter requirements and business rules- Define and document matching workflows- Review and sign off technical design document (TDD) prepared by the vendor- Document test scenarios- Work with the testing team to run solution testingResponsibilities as a Knowledge Management BA:- Analyse KB content and efforts requirements and presented to business owner for approval- Document content management and feedback process- Design answer pages- Define content visibility rules and ownership- Create test scenarios and performed UAT & PVT

Melbourne, Australia

Master Of Arts (Ma), Translation And Interpreting

Bachelor Of Arts (Ba), Sociology