• Performed the End-to-End analysis on all the impacted systems within FirstangleDigital agency.• Elicited, documented, and validated customer and supplier facing requirements.• Documented the “as-is” and “to-be” process maps and translating them to userrequirements.• Documented the business, systems, functional and non-functional requirements forthe new CRM• Documented data dictionary and the Screen Navigation Documents for changes tothe CRM user interface• Managed the discovery and deep dive sessions to fully understand the pivotalpoints and business objectives for the project.• Organized process & requirement workshop to identify the end-to-end customerjourney• Designed and mapped the end-to-end online customer journey.• Elicited and documented the online user stories and non-functional requirements.• Developed storyboards, mock-ups and screen navigation documents for the onlinecustomer experience.• Developed process maps and work instructions for knowledge transfer and end-usertraining.• Supported the test teams to with UAT and resolution of any identified bugs beforego-liveKey Achievements• Identified and delivered the Minimum Viable Product (MVP) and delivery approach ofkey features & capabilities for the new system• Delivered a system that helps organize the information about existing andpotential customers in more digestible formats• Engaged various stakeholders to understand their concerns, documenting proposedfuture state and obtaining approval and buy in for the new system• Delivered a platform that provide the business with more organized workflow,sales forecasting, sales campaign and effective sales analytics• Delivered a system that improved customers satisfaction and helps improve teamcollaboration and better communication

• Partner with project teams to design and implement solutions with SalesforceConnector and data models with Sales cloud.• Managing Salesforce roles, profiles, sharing rules, workflows, and groups.• Communicate Salesforce features in non-technical way to business stakeholders• Facilitating workshops to understand and refine high-level requirements andbroken down into user stories for the new system.• Drive requirements discussions with multiple business stakeholders• Gathering, analyzing, prioritizing, and documenting UI/UX requirements.• Supporting the development and delivery phases, provided expert assistance toresolve problems offering post-implementation.• Assist in the design of sales automation programs, Platform configuration, andother components needed for sales campaigns• Act as the bridge between the developers and internal and external stakeholderson the requirements any resolves any clarifications needed as regards what’sbeing develop.Key Achievements• Successfully customized a cloud-based platform that helps the business moved froma legacy system to a bespoke automated solution, which increased efficiency• Managed the discovery and deep dive sessions to fully understand the pivotalpoints and business objectives for the project.• Supporting the development and delivery phases, provided expert assistance toresolve problems offering post-implementation.• Engaged users to gather the required “as-is” processes and designing the end-toend process flow for the new system.

• Facilitating workshops to understand and refine already gathered requirements forthe new system.• Gathering, analyzing, prioritizing, and documenting functional and non-functionalrequirements and preparing the As-Is and To-Be process maps.• Functioning as SME, responsible for managing the product backlog and ensuring thatitems were broken down into more detailed user stories and acceptance criteria, andthe Go-To person for any clarification on any requirements and matters relating tothe system.• Supporting the development and delivery phases, provided expert assistance toresolve problems during testing, offering post-implementation support anddocumented go-live issues• Maintaining high quality project documentation, including approved requirements,use cases, traceability matrices.• Investigating process failures, mapping business process, designed AS-IS and TO-BEprocess and ensuring that business targets are met by implementing the redesignedbusiness process.• Adding users and providing on going supports and trainings on the new system beingdevelop.• Act as the bridge between the developers and internal and external stakeholders onthe requirements any resolves any clarifications needed as regards what’s beingdevelop.Key achievements• Delivered a bespoke web-based medication checking system used by thousands ofcustomers where users can log a medication check capturing their personal andmedical details to find out whether any restrictions should apply to their work suchas being always accompanied or being unable to perform their duties. The applicationis typically used by organizations who carryout safety critical work such as railway orconstruction industry.• Successfully created a platform system to futureproof and modernize a web-basedmedication application that helps customers’ employees’ access and log medicationchecks against their employer’s accounts.

• Helping to set up a Business Analysis Framework and Best Practice for SMBS• Facilitating workshops to gather vendor and client-side requirements.• Documenting functional and non-functional requirements and validating withbusiness stakeholders.• Mapping out the As-Is and To-Be and translating processes into work instructions &user guides.• Helping SMBs with end-to-end delivery of critical digital projects, such as websitesand CRMKey achievements• Managed the delivery of an E-Commerce website, enabling the customer to generateover £200,000 in online sales.• Successfully centralised the processing systems for a customer thereby reducinginefficiencies by over 48%• Successfully created a Business Analysis function for a boutique software house,allowing them to accurately capture requirements and reducing errors and re-workby almost 73%

• Facilitating workshops to gather requirements for the new system and translatedrequirements into technical design documents and work break down structure• Gathering, analysing, prioritising, and documenting functional and non-functionalrequirements and preparing the As-Is and To-Be process maps• Acting as Proxy Product Owner, responsible for managing the product backlog andensuring that items were broken down into more detailed user stories and acceptancecriteria• Supporting the development and delivery phases, provided expert assistance toresolve problems during UAT, offering post-implementation support and documentedgo-live issues• Maintaining high quality project documentation, including approved requirements,use cases, data models, traceability matrices, a RACI matrix and the risks and issueslog• Investigating process failures, mapping business process, designed AS-IS and TO-BEprocess and ensuring that business targets are met by implementing the redesignedbusiness processKey achievements• Delivering a project that enables corporate customers successfully connect directlyto Salesforce through BT Cloud Connect, BT’s high-performance connectivity to cloudservices.• Successfully migrated customer service system from a manual processing system toa bespoke automated solution, which increased efficiency, saved 60,000-man hours(£650,200) per year, reducing errors and customer complaints by 95%.• Challenging and prioritising requirements based on customer expectations, businessbenefits and delivery complexity• Identifying process bottlenecks, developed solutions, and implemented new,improved processes and policies

• Managed requirement delivery, product backlog and user acceptance testing for aproject to enhance front and back-office ecommerce systems to process customerorders and payments• Gathered and defined requirements and functional specifications, as well as analysingproject status, comparing it with the baseline and recommending corrective andpreventative actions• Coordinated system implementations through the full project lifecycle, includinganalysis, design, testing, deployment, and handover, using Agile Scrum and Waterfallmethodologies• Researched popular products and analysing similar products on the market, makingrecommendations for improvement• Liaised between the business and the implementation team to ensure that theapplication aligned with user requirements and business objectives• Developed test scenarios, ensuring traceability to specific items within the businessrequirements and specification documentsKey achievements• Delivered a bespoke ecommerce system and payment gateway used by millions ofcustomers for product search, payment, and order fulfilment; the new systemincreased profitability by increasing sales by 20% and reducing order and paymentfailures.• Created a platform to implement the use of Salesforce for managing customerrelationships, resulting in reduction in order cancellation and better customer service• Successfully created improved business process, proposed viable solutions to criticalbusiness challenges, having identified and analysed issues and evaluated theirimpact