Karen Tan
Melbourne,Victoria
Summary
Energy retail delivery leader combining hands-on functional analysis with accountability from business problem to production and operational handover. Brings the retailer’s perspective to vendor partnerships, balancing customer needs with platform capability, delivery cost and operational impact. Leads solution discussions, challenges unnecessary scope and aligns business, engineering, QA and vendor teams on achievable commitments. Current work supports Origin Zero’s transition from Velocity to Kraken, alongside regulatory and commercial delivery.
Overview
1
1
Certification
20
20
years of professional experience
Work History
Delivery Lead and Lead Functional Analyst
Origin Energy
07.2024 - Current
- Lead Agile delivery across customer journeys, billing, metering and market interfaces. Prioritize the backlog and determine solution approaches with the Product Owner. Manage vendor commitments, scope, risks, dependencies, estimates, statements of work and spend. Provided operational escalation oversight to the Senior Service Delivery Manager.
- Established cross-platform regulatory governance across Velocity, Kraken, market data and network-bill verification teams. Bring business and technical stakeholders together on requirements, risks and delivery decisions. Mentor analysts and testers; align engineering, QA, architects and Salesforce dependencies at reduced capacity.
- Defined key project outcomes to align team objectives with business goals.
- Secured business and Product Owner agreement to extend Flexible Trading Arrangements (FTA) workflows within fixed statement of work, preserving request traceability while reducing manual processing and market interaction delays.
- Commercial deadline met: Mobilised three teams to resolve platform constraints and meet an enterprise tender pricing deadline. Recognised with an Origin Elevate Monthly Award.
- Led delivery of 28 legacy process controls, implementing read-only restrictions for migrated accounts to prevent continued processing in Velocity and ensure customer journeys and billing continuity in Kraken.
- Delivery recovery: Met an at-risk Accelerating Smart Meter Deployment deadline by resequencing delivery across two production cutovers, with parallel builds and internal end-to-end testing.
Project Scrum Master and Lead Functional Analyst
Origin Energy
11.2023 - 06.2024
- Led two Scrum teams in capacity planning, backlog refinement, and dependency resolution, mentoring analysts and testers while collaborating with Gentrack engineering on delivery of 30+ business and regulatory initiatives for FY24.
- Facilitated scrum ceremonies for Origin Energy delivery teams.
- Oversaw and prioritized sprint backlogs using Jira and Confluence, ensuring alignment with project goals.
- Managed and aligned dependencies between Origin Energy business units and technology stakeholders to enhance project delivery.
- Delivered Consumer Data Right (CDR) changes within approved budget, managing forecasts, risks, and milestones through hypercare, documentation, and operational handover.
Lead Functional Analyst
Origin Energy
06.2023 - 10.2023
- Led requirements gathering, solution assessments, and business playbacks, balancing customer needs with technical options and implementation risk to inform investment decisions. Aligned CDR requirements and dependencies across billing, integration, and gateway teams to ensure successful implementation by November.
- Led functional requirements for Origin Energy billing and customer service systems.
- Reviewed business processes across Origin Energy retail and energy operations teams.
- Coordinated stakeholder workshops for Origin Energy system changes and releases.
Senior Functional Analyst
Origin Energy
03.2023 - 05.2023
- Coordinated requirements, vendor delivery, and market-data dependencies for electricity and gas reform, facilitating bilateral testing and cutover planning with industry participants.
- Implemented Gas Transparency Measures changes in Velocity to enhance eligible-offer identification and improve reporting to AEMO’s Gas Bulletin Board.
- Led functional analysis for Origin Energy business systems and process changes.
- Gathered requirements from stakeholders across retail, billing, and operations teams.
- Translated business needs into functional specifications and user stories.
Project Delivery Lead and Senior Functional Analyst
Origin Energy
07.2021 - 02.2023
- Business Systems Analyst with project delivery and senior functional assignments. Led Origin Zero’s customer correspondence transition from Streamserve to Virsaic, aligning business teams, vendors and SAP PI Exit dependencies across integration, testing and cutover. Managed electricity and gas regulatory sprint delivery.
- Evaluated project scope requirements to ensure alignment with objectives.: Co-led six correspondence and invoicing workstreams to completion. Used a 20,235-statement pre-production simulation to support retaining the print schedule and documented why further workflow decoupling was unnecessary at that stage.
- Co-led automation of standard weekly deployments, advancing process design, exception handling, and trials to ensure successful production rollout and operational handover.
Business Systems Analyst
Origin Energy
07.2016 - 06.2021
- Delivered requirements and functional designs for platform change. Conducted migration scoping for Velocity–Salesforce CRM integration.
- Mapped current and future workflows across customer, billing, and operations teams.
- Liaised with stakeholders to clarify needs and resolve system issues.
- Delivered requirements and functional designs for platform change. Supported migration scoping and data-quality analysis for Velocity–Salesforce CRM integration as Data Analyst on Awaken. Investigated billing issues post-Velocity V2–V4 upgrade as Biscuit Stabilisation SME and Test Analyst, coordinating vendor fixes through testing and deployment.
- Managed the seamless handover process from Wipro application support to in-house service team to ensure continuity. from Wipro application support to an in-house service team without business disruption.: Coordinated the handover from Wipro application support to an in-house service team without business disruption.
Business Technology Analyst
Origin Energy
03.2007 - 06.2016
- Oversaw commercial and industrial billing systems. Resolved billing and metering issues, assessed vendor solutions and costs, and delivered enhancements through requirements, testing, and deployment, resulting in improved system reliability. Investigated recurring issues and implemented targeted system and process fixes to enhance operational efficiency.
- Facilitated technology requirement gathering and process evaluation for business teams.
- Supported Origin Energy business teams with technology requirements and process analysis.
- Facilitated workshops with stakeholders to gather input and share ideas. with stakeholders from business and IT teams at Origin Energy.
Education
Computer Science
Monash University
VicSkills
- Energy Utilities Domain
- Delivery leadership
- Requirements
- Solution discovery
- Vendor governance
- Vendor oversight
- Jira, Confluence
- Miro
- Stakeholder management
- AU-Augmented delivery
- Backlog prioritization
- Agile delivery
- Vendor management
- Jira planning
- Risk management
- Business analysis
- Cross-functional leadership
- Mentoring support
- Adaptability
- Analytical thinking
- Business continuity
Certification
Certified ScrumMaster (CSM) and Certified Scrum Product Owner (CSPO). Additional learning: Google AI; AWS Generative AI Learning Plan for Decision Makers; PMI-ACP certification preparation.
Personal Information
Title: Delivery Lead and Lead Functional Analyst
Timeline
Delivery Lead and Lead Functional Analyst
Origin Energy
07.2024 - Current
Project Scrum Master and Lead Functional Analyst
Origin Energy
11.2023 - 06.2024
Lead Functional Analyst
Origin Energy
06.2023 - 10.2023
Senior Functional Analyst
Origin Energy
03.2023 - 05.2023
Project Delivery Lead and Senior Functional Analyst
Origin Energy
07.2021 - 02.2023
Business Systems Analyst
Origin Energy
07.2016 - 06.2021
Business Technology Analyst
Origin Energy
03.2007 - 06.2016
Computer Science
Monash University