Dylan Welby
Sydney,NSW
Summary
Dynamic Business Analyst with a proven track record at the University of Sydney, excelling in workforce planning and process optimisation. Expert in user acceptance testing and stakeholder engagement, I successfully led system redesigns and continuous improvement initiatives, enhancing operational efficiency and customer satisfaction. Proficient in Calabrio WFM and advanced analytics.
Overview
6
6
years of professional experience
Work History
Business Analyst - (Secondment)
University of Sydney
11.2025 - Current
- Lead discovery sessions and deep-dive analysis to identify business problems, root causes, and opportunities for process and system optimisation.
- Translate business needs into clear, structured business requirements, user stories, and functional specifications.
- Perform detailed process mapping and data analysis to support evidence-based decision-making.
- ICT Toolkit Project: Led requirements elicitation, documented field-level system specifications, created detailed UAT test scripts and scenarios, designed test coverage, coordinated testers, executed and tracked UAT, documented PIRs, and managed defect triage and sign-off to ensure system readiness.
- IVR System Redesign: Delivered a full end-to-end redesign including stakeholder consultation, technical configuration, call flow optimisation, system testing, and implementation. Coordinated and managed UAT activities including writing and maintaining UAT test scripts, defining entry and exit criteria, briefing testers on UAT expectations, executing and tracking test outcomes, managing defect resolution, documenting post-implementation reviews (PIRs), and validating system changes prior to release.
- Corporate Card Location Change Project: Conducted detailed workload analysis and applied risk assessment findings to design a new, safer process for card collection, enabling clients to collect their cards daily rather than weekly. This improved customer satisfaction and reduced time-to-resolution (TTR). Developed a continuous improvement initiative and an automated BI reconciliation report to track and manage allocation efficiently, ensuring data privacy and access based on work permissions.
- Provided incident management support for workforce and HR-adjacent systems, including triage, root cause analysis, coordination with technical teams and vendors, and communication of impacts and resolutions to stakeholders.
- Acted as an escalation point for workforce and telephony system incidents, coordinating investigation, vendor engagement, resolution, and stakeholder communications to minimise operational disruption.
- Partnered with internal teams, vendors, and technical specialists to deliver aligned system outcomes.
Real Time Analyst – Workforce Planning Shared Services
University of Sydney
09.2022 - 11.2025
- System Administrator and Subject Matter Expert for Webex Contact Centre and Calabrio WFM, including both scheduled and real-time duties.
- Core project team member for enterprise rollouts of Webex and Calabrio WFM, including developing UAT test scripts, defining test scenarios, leading UAT execution, coordinating defect resolution with vendors, and supporting go-live readiness.
- Managed IVR configuration and enhancements, including call routing optimisation and automation.
- Developed dashboards, reports, and analytics to support workforce planning and service performance.
- Primary escalation point for telephony and workforce system incidents.
- Produced knowledge articles and training materials as a Certified Knowledge Producer.
- Identified and implemented continuous improvement opportunities across workflows, reporting, and system configuration.
Lead Workforce Real Time Analyst
Afterpay
09.2021 - 09.2022
- Led real-time workforce operations for national and global teams.
- Delivered workforce performance reporting to senior operational leaders.
- Conducted training sessions, coaching, and SOP development.
- Managed payroll compliance, schedules, onboarding, and offboarding within Kronos.
- Supported system optimisation initiatives to improve service levels and adherence.
Real Time Analyst (Part-Time, Fixed Term Contract)
On The Line Australia – Mental Health NFP
12.2021 - 06.2022
- Administered TimeTarget / Humanforce time and attendance systems supporting payroll accuracy and workforce compliance.
- Troubleshot time and attendance system issues, investigating root causes and working directly with the vendor to resolve defects and configuration issues.
- Managed timesheet and leave processing, ensuring accurate submission, approval, and reconciliation.
- Documented system incidents, resolutions, and recurring issues to support continuous improvement.
- Designed and documented process changes to timesheet submission, improving clarity and compliance for end users.
- Led change management support activities, including maintaining FAQs, user guidance, and knowledge base articles.
- Provided operational support to counsellors and responded to HR and EBA-related enquiries.
Real Time Analyst – Workforce Planning (18-Month Secondment)
Australia Post Group
03.2020 - 09.2021
- Core project team member for the enterprise rollout of Verint Workforce Management (WFM), contributing to system configuration, testing, and go-live readiness.
- Supported system configuration and validation activities within Verint WFM.
- Participated in system and user acceptance testing, identifying defects and validating outcomes prior to deployment.
- Managed timesheet and leave reconciliation processes, ensuring payroll accuracy and compliance.
- Troubleshot timesheet, leave, and payroll-related issues within Kronos WFM/HCM.
- Maintained accurate workforce data, schedules, and system records.
- Supported workforce optimisation initiatives through real-time management of supply and demand variation factors.
- Processed onboarding, leave, terminations, and resignations, ensuring accurate updates to workforce and headcount records.
Skills
- Workforce Planning (WFP)
- Time and Attendance Systems Analysis
- Continuous Improvement
- Process Optimisation
- Business Requirements
- Functional Specifications
- Discovery Workshops
- Stakeholder Engagement
- System Configuration
- Integrations Support
- User Acceptance Testing (UAT) Management
- Data Integrity
- Reporting
- Analytics
- Change Management
- End-User Training
- Vendor Collaboration
- Cross-Functional Collaboration
- Calabrio WFM
- Playvox WFM
- Verint WFM
- Kronos WFM/HCM
- TimeTarget
- Humanforce
- Genesys WFM
- Webex Contact Centre
- ServiceNow
- Salesforce
- Zendesk
- Advanced Excel
- Power BI
- Jira
- Miro
Systems And Tools
Calabrio WFM, Playvox WFM, Verint WFM, Kronos WFM/HCM, TimeTarget / Humanforce, Genesys WFM / Telephony, Webex Contact Centre, ServiceNow, Salesforce, Zendesk, Advanced Excel, Power BI, Jira, Miro
Core Capabilities
- Workforce Planning (WFP) & Time and Attendance Systems Analysis
- Continuous Improvement & Process Optimisation
- Business Requirements & Functional Specifications
- Discovery Workshops & Stakeholder Engagement
- System Configuration & Integrations Support
- User Acceptance Testing (UAT) Management
- Data Integrity, Reporting & Analytics
- Change Management & End-User Training
- Vendor & Cross-Functional Collaboration
Timeline
Business Analyst - (Secondment)
University of Sydney
11.2025 - Current
Real Time Analyst – Workforce Planning Shared Services
University of Sydney
09.2022 - 11.2025
Real Time Analyst (Part-Time, Fixed Term Contract)
On The Line Australia – Mental Health NFP
12.2021 - 06.2022
Lead Workforce Real Time Analyst
Afterpay
09.2021 - 09.2022
Real Time Analyst – Workforce Planning (18-Month Secondment)
Australia Post Group
03.2020 - 09.2021