Mona Moghadaskho
Melbourne,Victoria
Summary
Senior Technical Business Analyst with 8+ years’ experience leading complex systems integration, eCommerce, and digital transformation projects across Australia, the UK, US, and EU. Adept at bridging business and technical teams, driving discovery phases, and shaping scalable integration solutions. Experienced across CRM, ERP, and middleware ecosystems (Microsoft Dynamics NAV/365, Adobe Commerce, Zendesk, Dotdigital, Flow) with a strong grasp of systems design, APIs, and data flows. Skilled facilitator and consultant who thrives in ambiguous environments, delivering clarity, structure, and high-quality documentation. Passionate about mentoring teams, optimizing processes, and enabling successful end-to-end delivery.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Business Systems Analyst – Integration, eCommerce & Retail
Company name
07.2017 - Current
- Directed the Global eCommerce Integration Program, launching B2C, B2B, and Forward Order websites across AU, US, UK, and EU, integrating ERP (Microsoft Dynamics NAV/365), Adobe Commerce, PIM (InRiver), CRM (Zendesk, Dotdigital), and middleware (Flow).
- Partnered with stakeholders to identify business needs, performed business process analysis and gap assessments, and produced BRDs, functional specifications, process models, data flows, and acceptance criteria to guide solution delivery.
- Facilitated workshops with SMEs and executives, created user stories and epics, and coordinated sprint planning, backlog refinement, and testing activities in Agile teams.
- Liaised with vendors, developers, and internal teams to deliver integration projects such as NAV ERP upgrades, Adobe Commerce transition, and CRM platform enhancements.
- Coordinated deployments end-to-end, including UAT planning, test case creation, execution, defect management, and sign-off.
- Championed ICT initiatives including: Migration of middleware (Flow) to Microsoft Azure, improving scalability and performance.
- Transition from Magento to Adobe Commerce, streamlining workflows and UAT.
- Microsoft Dynamics NAV 2017 implementation and RMS migration, covering POS and ERP–eCommerce–CRM integration.
- NAV–Dotdigital and NAV–CDP integrations, automating customer and transactional data flows.
- Administered and configured Zendesk CRM, including SLA policies, triggers, workflows, automations, and reporting dashboards; collaborated with customer service to optimise processes and led system training/documentation.
- Designed and executed SQL queries, SSIS packages, and automated reporting frameworks to support real-time insights, monitor system stability, and troubleshoot API/middleware errors.
- Mentored analysts and business users, embedding BA best practices, UAT frameworks, and documentation standards to support adoption and continuous improvement.
Technical Support & Systems Analyst Engineer
Company name
09.2012 - 12.2014
- Provided infrastructure and application support, ensuring system stability and performance.
- Conducted process analysis and documentation to improve operational efficiency.
IT Project Controller
Company name
09.2010 - 08.2012
- Supported ICT reporting and SQL server performance monitoring.
- Assisted with project planning, risk tracking, and systems improvement initiatives.
Education
Master of Network Engineering -
University
01.2016
Bachelor of Electrical & Electronics Engineering - undefined
University
01.2011
Skills
- Requirements elicitation
- Discovery workshops
- BRD/BRS
- User stories
- Use cases
- BPMN
- Agile
- Scrum
- Kanban
- Backlog management
- UAT coordination
- Stakeholder management
- Microsoft Dynamics NAV/365
- Adobe Commerce (Magento)
- Zendesk CRM
- Dotdigital
- InRiver PIM
- POS
- Flow middleware
- REST/SOAP APIs
- JSON/XML
- EDI/flat file transfers
- Data mapping
- Middleware configuration
- SQL Server
- SSIS
- SSRS
- Power Query
- Data analytics
- Troubleshooting
- Jira
- Confluence
- MS Project
- Azure
- Postman
- Insomnia
- Version control
- Test management platforms
Certification
- Certification of Capability in Business Analysis (CCBA) – Udemy
- Querying Data with Microsoft Transact-SQL
- Cisco Certified Network Associate (CCNA)
- CompTIA Network+ Certification
- Oracle SQL Fundamentals
Recent Key Projects
- Click & Collect Project, In Progress, Leading discovery and solution design for multi-system Click & Collect integration across Adobe Commerce, Flow middleware, and Microsoft Dynamics NAV., Facilitating workshops with business, architecture, and technical teams to elicit and prioritise requirements., Producing BRDs, use cases, process maps, and Jira epics/stories to guide development, testing, and UAT., Translating API and data integration requirements into actionable technical documentation aligned with enterprise architecture and compliance standards.
- Return Merchandise Authorization Project, Led end-to-end project delivery, including requirements gathering, scope definition, process mapping, and data flow diagram creation., Designed and implemented API integration between Adobe Commerce and Australia Post, automating return label generation., Coordinated integrations across Adobe Commerce, middleware (Flow), and ERP (Dynamics NAV), ensuring accurate customer, order, and inventory sync., Produced BRDs, functional specifications, UAT scripts, and end-user documentation, enabling adoption and compliance with enterprise standards., Conducted full-cycle UAT, validated integration and system functionality, and collaborated with vendors and developers to resolve issues prior to deployment.
Timeline
Business Systems Analyst – Integration, eCommerce & Retail
Company name
07.2017 - Current
Technical Support & Systems Analyst Engineer
Company name
09.2012 - 12.2014
IT Project Controller
Company name
09.2010 - 08.2012
Bachelor of Electrical & Electronics Engineering - undefined
University
Master of Network Engineering -
University