Jacintha Seelam

Roles & Responsibilities:

• Improved business processes by analyzing current practices and recommending optimization strategies.
• Reduced operational costs through thorough data analysis and implementing cost-effective solutions.
• Enhanced company-wide decision-making by developing comprehensive reports on key performance indicators.
• Streamlined project management with effective communication and collaboration across cross-functional teams.

Clients Worked With:

Client: Suncorp Group

Project: Telephony Teams Branch Handset Rollout

Duration: Feb 2023 – Current

Roles & Responsibilities:

• Documented the ‘as is' and ‘to be' states of user and system workflows and interfaces across the solutions being implemented by the program.
• Performed gap analysis of the 'as is' and 'to be' state to inform communications and change management.
• Conducted interviews with key business users to collect information on business processes and user requirements, ensuring functional and non-functional requirements are documented, tracked and validated and verified for solutions.
• Delivered a detailed Support Model document outlining processes, potential problems, and incident management solutions for different levels of support, while facilitating workshops for Service Desk level 1 Support and coordinating handset distribution across multiple branches in Australia.

Client: Super Retail Group

Project: Payroll Documentation

Duration: June 2022 – October 2022

Roles & Responsibilities:

• Mapped current processes using Visio, capturing the As-Is state and visualizing the workflows for analysis and documentation purposes.
• Played a pivotal role in transforming complex processes into clear and easily understandable Standard Operating Procedures (SOPs), simplifying procedures for the team and ensuring consistent and efficient execution.
• Conducted stakeholder interviews to gather insights and document process flows, identifying bottlenecks in various processes, and proposing actionable improvements. Delivered comprehensive SOPs for the payroll team, providing detailed guidelines for their day-to-day operations.

Client: Queensland Health

Project: COVID-19 Vaccination Management Program (QCVMS)

Duration: Oct 2021 – May 2022

Roles & Responsibilities:

• Reviewed and analyzed received tickets, whether they were incidents or requests, ensuring a thorough understanding of the reported issues or needs.
• Collaborated with Support Centre manager, Incident Manager, and Business Analysts to determine effective resolutions for the identified issues, actively engaging stakeholders throughout the process.
• Played a role in training new team members, contributing to the creation of a team wiki and User manuals (Quick Reference Guides). Daily tasks involved utilizing tools such as Service Now, Microsoft Dynamics 365, and Microsoft Azure to facilitate efficient ticket management and resolution.

Roles & Responsibilities:

• Conducted interviews with key business users to collect information on business processes and user requirements.
• Mapped process activities using Signavio to identify shortfalls and propose options to rectify operational inefficiencies.
• Reviewed files, records, and other documents to obtain business information and key data informing responses to development requests.