A Business Analyst with ten years’ experience, highly organised and a natural problem solver. 


Proactive with an excellent track record of identifying and implementing process improvement initiatives.


 Confident managing multiple work streams, delivering quality outcomes to tight deadlines and getting things done.

04/2019 – 02/2022
CRM Business Analyst
University of East London

I was tasked with decommissioning and consolidating 22 CRM type systems and data silos to create an institutional CRM platform covering the entire customer lifecycle from Enquirer, Applicant, On-Course and Alumni. 

  • Running Discovery meetings, As Is and To Be Process mapping workshops and detailed requirements gathering sessions.
  • Building backlog Epics, Features and User Stories for the development team in Microsoft Visual Studio (VSTS) working with Subject Matter Experts and acting as the Product Owner in the absence of one.
  • Managing and troubleshooting issues with the existing CRM system, working with developers to manage issues through to resolution.
  • Supporting the Project Manager during the RFP process and procurement process.
  • Supporting and deputising for the Project Manager, as necessary.

12/2017 – 02/2019
CRM Business Analyst
London Metropolitan University

I led the requirements elicitation for the core institutional CRM platform (Evolve HE on Dynamics 365) and managed the creation of Product Backlog Items (PBI’s) for the development team. 

  • Working with our delivery partner (Pythagoras) to identify additional functionality which could be planned into future phases of work.
  • Capturing and analysing reporting requirements and managing data analysts to cleanse data and implement new analytics & Power BI dashboards to enable enhanced reporting.
  • Building backlog Epics, Features and User Stories for the development team in Microsoft Visual Studio (VSTS), which were delivered across four sprints.
  • Collaborating with Marketing and Engagement and Employment Outcomes team members to ensure that requirements, User Stories / Product Backlog Items and use cases are accurate and delivered the intended functionality.
  • Supporting the rollout of our core Engagement and Marketing tools and capabilities (i.e. Dynamics 365, Power BI and Target Connect)
  • Supporting and deputising for the Project Manager, as necessary.

06/2017 – 12/2017
Portfolio Performance Business Analyst

I assisted the Strategic Portfolio Performance team in understanding the capabilities of the core Project Portfolio Management platform and facilitate the creation of work items for the development team.

  • Provided detailed analysis of platform capabilities (i.e. unimplemented functionality, the potential value it might add and implementation options) to build a backlog of stories for the development team within the agreed standards and guidelines (e.g. UX, Branding, etc.)
  • Captured and analysed reporting requirements and created mock-ups of reports to support associated user stories.
  • Designed and implemented new analytics & dashboards to enable enhanced tracking and reporting.
  • Collaborated with team members and Pillar Leads to ensure that requirements and use cases were accurate.
  • Analysed and documented platform use cases to support the rollout of the core portfolio management tools and capabilities.
  • Provided detailed analysis of areas of interest, based on the projected platform roadmap.

10/2014 – 12/2016
Cross Functional Business Analyst

Worked with a global team and collaborated with executives across the business to drive integrated business change. Defined/shaped commercial propositions and change initiatives to manage the pipeline of change requests on a global scale. 

  • Worked with functional Business Partners to complete initial analysis on proposed projects to establish feasibility and potential benefits in order to guide the governance decision making, planning and prioritisation process and get funding approval.
  • Worked with global business stakeholders to capture and analyse technical and business requirements via workshops and interviews.
  • Articulated initial objectives and requirements to develop initial/high-level business cases which included a detailed definition of investment and benefit profiles.
  • Facilitated and supported the development of functional and technical specifications to enable solution design.
  • Developed robust business cases required to gain funding to deliver IT-focused initiatives. This enabled SABMiller to simplify existing platforms, efficiently utilise assets, improve operational stability, capitalise on new and innovative technologies and remediate IS risk items.
  • Liaised with the Strategy and Architecture team to confirm proposed solutions were coherent with enterprise architecture.
  • Managed stakeholders in business areas including architecture, infrastructure, development teams / third party vendors and service transition.

Requirements Management

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Agile Delivery

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Process Improvement

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