Summary
Overview
Work History
Education
Skills
Timeline
Generic

Bushra Khan

Wattle Grove,WA

Summary

Detailed-oriented, organised, dependable and experienced Senior Business Support Officer with over 16 years of expertise in software system support across various systems and platforms, including Callista (SMS), Salesforce CRM, Marketing Cloud, Oracle, and web-based applications. Ability to handle multiple projects simultaneously with high degree of accuracy.

Demonstrates strong analytical, communication, problem-solving, and organizational abilities in high-volume environments. Committed and passionate team lead, dedicated to collaborating with team members to provide fast and efficient support.

Overview

16
16
years of professional experience

Work History

Offer technical

01.2008 - Current
  • Support for new product and technology implementations, including application configuration and customization based on user requirements
  • Manage and implement projects for new products and technologies in collaboration with vendors and business users, involving: User requirement analysis, specification, and detailed documentation
  • Application configuration and customization
  • Comprehensive testing and system function investigation
  • Collaboration with development teams and vendors to resolve issues and test solutions
  • Development and design of dashboards and reports using various tools to support business processes
  • Creation of quick reference guides, training materials, and end-user training sessions
  • Post-implementation support, issue resolution, and system maintenance monitoring
  • Respond to inbound calls and emails from customers regarding data requests, system usage, issues, questions, and concerns
  • Identify and analyse system issues, communicating them to business users and liaising with vendors for resolution
  • Collaborate with business users to improve their processes and optimize system usage
  • Develop and implement process improvement strategies to promote continuous improvement.

Test Coordinator

Edith Cowan University
01.2014 - 01.2017
  • Coordinate and manage the testing process for Callista upgrades and multiple integrated applications
  • Administer the testing team and collaborate with various teams involved in the upgrade project
  • Prepare Testing Dashboard, Test Plan, and Implementation Plan
  • Allocate test modules to team members for test script review, writing, and execution according to the project schedule
  • Organize weekly meetings to review testing progress
  • Investigate and follow up on defects in functionality, escalating to vendors when necessary
  • Coordinate with business teams to organize user acceptance testing (UAT)
  • Prepare testing checklists for UAT testers
  • Train new team members and provide continuous mentoring
  • Achievements Successful Implementations: Graduation Verification System Student Maps Scholarship Applicant Portal Agent Portal Scholarship Management system Scholarships for HDR Process Improvements: Designed a test process to stream line Callista upgrade testing and monitor the testing progress using the test execution tool(Zephyr)
  • Genesys Cloud Dialler Campaigns
  • Various report designing to support business processes Use of Callista Tracking module to replace manual process of admission application tracking and student appeals
  • Developed SQL reports to replace manual paper-based work for Student Records team
  • Multiple Successful runs of Callista Upgrade Project Test Analyst at ECU Service Excellence Program

Senior Business Support Officer

Edith Cowan University
  • Provide daily operational support to internal and external stakeholders.

Education

Master of Computer Science - undefined

Quaid-i-Azam University

Bachelor of Science - Maths, Computer Science

University of Peshawar

Skills

  • System Support Management System Implementation Coordination & Testing
  • SQL, SOQL, SQL Developer Toad, Workbench
  • SF Dev Console, Postman
  • Team Management System Upgrades
  • User & System Documentation
  • Salesforce CRM Marketing Cloud, BI-Publisher, Discoverer, Cognos Studio
  • Problem-solving Time Management Attention to Detail
  • Genesys Cloud, Trello, Jira, Zephyr, TOSC
  • Test Process Improvement, planning, strategy development, reports and test Data Management

Timeline

Test Coordinator

Edith Cowan University
01.2014 - 01.2017

Offer technical

01.2008 - Current

Senior Business Support Officer

Edith Cowan University

Master of Computer Science - undefined

Quaid-i-Azam University

Bachelor of Science - Maths, Computer Science

University of Peshawar

Similar Profiles

CREATE PROFILE
Bushra Khan