Jenu Joy
Melbourne,Australia
Summary
Results-driven Senior Business Analyst with 12 years of experience delivering digital solutions in telecom, media, and enterprise sectors. Translated business needs into scalable solutions, improving user story acceptance and stakeholder satisfaction. Reduced process cycle time through effective process mapping. Certified SAFe Scrum Master, SAFe Product Owner/Product Manager, and SAFe Agilist.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Business Analyst
Elegant Media
Clayton, Australia
08.2025 - 11.2025
- Defined functional and non-functional requirements for a new customer onboarding system, including regulatory compliance, reducing onboarding time by 30%
- Mapped system integrations, interfaces, and data dependencies for the customer onboarding system, resolving 20+ data inconsistencies
- Facilitated testing strategies, UAT execution, and change readiness activities, coordinating stakeholders and achieving a 95% UAT pass rate
- Drove release readiness activities and enhanced testing strategies, resulting in a 95%+ UAT pass rate and reduced defect leakage into production by 10% within the first quarter
- Collaborated with compliance and risk teams to ensure regulatory and data-privacy requirements were embedded into solution design, reducing audit findings by 20%
- Documented business requirements and functional specifications to ensure clarity and alignment with stakeholder needs.
- Facilitated workshops to gather client feedback and validate project deliverables, enhancing stakeholder engagement.
- Created process maps to visualize workflows and identify operational bottlenecks, supporting process improvement initiatives.
Business Analyst
Seven Win Essentials
Melbourne, Australia
04.2025 - 07.2025
- Delivered business analysis for digital platforms supporting operational workflows, resulting in a 20% improvement in workflow efficiency
- Gathered requirements, analyzed processes, and validated solutions to align with business needs
- Streamlined As-Is/To-Be processes to identify automation opportunities and save 15+ hours per week
- Evaluated vendor solutions and conducted solution fit analysis to select optimal vendor, achieving 15% cost savings
- Led UAT planning and execution, ensuring quality and reducing post-launch defects by 25%
Business Analyst
Emirates Integrated Telecommunications
Dubai, UAE
01.2018 - 06.2024
- Led business analysis for 15+ large-scale digital transformation initiatives in Agile (Scrum/SAFe) environments within the telecommunications sector
- Elicited and translated business and functional requirements into clear user stories, improving user story acceptance rate by 25%
- Facilitated stakeholder workshops and backlog refinement sessions, enhancing stakeholder engagement and satisfaction by 20%
- Created As-Is/To-Be process maps, streamlining processes and reducing process cycle time by 20%
- Planned and executed UAT, managing defect triage to reduce defects by 30% prior to production releases
- Spearheaded the creation of change management plans, resulting in a 20% increase in user adoption of new digital solutions and a 30% drop in post-launch support tickets
- Partnered with product owners, UX, developers, and QA to deliver 12+ customer-centric digital solutions, including change impact assessments
- Implemented strategic analysis and recommendations to senior leadership, supporting prioritisation of initiatives and improving alignment between business objectives and delivery outcomes by 15%
Retail Operations Manager
Emirates Integrated Telecommunications
Abu Dhabi, UAE
12.2014 - 01.2018
- Managed daily retail operations, overseeing merchandising, cash handling, inventory control, and sales performance for high-volume telecom outlet
- Led and coached a team of 8-12 customer service consultants, improving team productivity and sales performance by 15%
- Monitored KPIs and prepared performance reports to support process improvements that aligned with business targets
- Resolved complex customer issues through collaborative service solutions, achieving a 90%+ customer satisfaction score
Sales Manager
Kingfisher Training Academy
Kochi, India
01.2012 - 09.2013
- Developed and executed regional sales strategies, increasing market penetration and revenue by 20%
- Cultivated customer and partner relationships, driving business growth and loyalty
- Executed market research and competitor analysis, shaping sales planning and service offerings
- Provided performance insights and territory-level reporting, enabling informed leadership decisions
Education
Master's Programme - Business Management
IIMTS
IndiaGraduate Programme - Mechatronics Engineering
IIMTS
IndiaDiploma - Mechatronics Engineering
NTTF
IndiaSkills
- Business Analysis
- Functional Requirements
- User Stories
- Acceptance Criteria
- Requirement gathering
- Backlog Refinement
- User Acceptance Testing
- UAT
- Agile Delivery
- Scrum
- Kanban
- Stakeholder Management
- Workshop Facilitation
- Product development
- System Analysis
- Integration Analysis
- Defect Management
- Change Management
- Vendor Management
- Third-Party Management
Certification
- SAFe Scrum Master (SSM)
- SAFe Product Owner / Product Manager (POPM)
- SAFe Agilist (SA)
- AI Product Manager - RMIT / Udacity
- Generative AI - Institute of Applied Technology (NSW)
Timeline
Business Analyst
Elegant Media
08.2025 - 11.2025
Business Analyst
Seven Win Essentials
04.2025 - 07.2025
Business Analyst
Emirates Integrated Telecommunications
01.2018 - 06.2024
Retail Operations Manager
Emirates Integrated Telecommunications
12.2014 - 01.2018
Sales Manager
Kingfisher Training Academy
01.2012 - 09.2013
Master's Programme - Business Management
IIMTS
Graduate Programme - Mechatronics Engineering
IIMTS
Diploma - Mechatronics Engineering
NTTF