Kritika Sharma
Melbourne,Australia
Summary
Highly analytical Business Analyst with background in identifying business needs and determining solutions to business problems. Strong skills in data analysis, project management, and strategic planning, coupled with ability to communicate effectively with stakeholders at all levels. Proven track record of improving operational efficiency and driving growth by successfully implementing innovative strategies and process improvements.
Overview
5
5
years of professional experience
Work History
Business Analyst
Slater and Gordon
Melbourne, VIC
07.2023 - Current
- Conducted business processes and data analysis, recommending improvements to enhance efficiency and productivity.
- Created detailed process flows and user stories to document system requirements and design solutions.
- Responsible for developing business requirements and functional/non-functional specifications to drive effective implementation of business, process, and technology adjustments.
- Created and maintained technical and non-technical documentation to support project development and system understanding.
- Provided day-to-day support, incident management, problem identification, prioritisation, and issue management for various production, test, and development environments.
- Ensured effective communication and issue resolution by addressing enquiries from internal and external stakeholders in a timely manner.
- Implemented changes to the test, dev, and prod environments to improve overall efficiency and ongoing support of the system without compromising integrity or reliability.
- Assisted in planning and implementing software releases or changes to the environment, ensuring adherence to change control processes with relevant stakeholders, including business, technology participants, and vendors.
- Provided comprehensive support for production, test, and development environments, managing incidents and identifying problems to ensure smooth operations.
- Assisted in developing training materials for internal staff on new products or services.
- Experience in an application analyst role, with an understanding of legal software like Mattersphere and iManage.
IT Applications Analyst (Lending Digital Services)
UBANK (NAB)
Sydney
02.2022 - 07.2023
- Analyzed user requirements and created functional specifications for new software development projects.
- Collaborated with delivery lead, scrum master, developers, and Tech Leads to conduct design reviews for project teams, ensuring adherence to quality standards.
- Documented current and future state processes and identified opportunities for improvement using tools like Confluence and Visio.
- Worked closely with external vendors to support and manage the bank's IT services, and coordinated and facilitated vendor-driven notifications and changes to systems, ensuring seamless communication and collaboration across all levels.
- Developed test scenarios to ensure applications and enhancements met functional requirements and managed ticket and queue systems for effective issue resolution.
- Led investigations, response plans, and root cause analysis for operational and security incidents impacting ubank. Proactively managed ticket queues, assigned tasks appropriately, and followed up to ensure timely resolution, showcasing a solution-focused approach.
- Managed incident responses, including impact and root cause analysis, and coordinated vendor notifications and system changes, ensuring the reliability of digital services.
- Monitored system performance; troubleshot complex technical issues involving networks, hardware, software, databases and other technologies used within the organization's computing environment.
- Worked closely with business change managers and improvement team to identify BAU enhancements and associated solutions, ensuring that defined project outputs are delivered.
- Conducted user acceptance testing activities including developing test scenarios and scripts as well as executing them in order to validate application functionality prior to deployment.
- Deployed code updates following change management policies and procedures.
- Assisted with training sessions on the proper use of various applications by end-users.
Financial Crime- Data Remediation Analyst
National Australia Bank (NAB)
Melbourne
06.2021 - 02.2022
- Conducted in-depth fraud investigations related to AML/CTF
- Managed and took ownership of cases and issues to ensure the customer experience is of the highest standard and providing information on assessment completed ensuring we remediate any impacted accounts
- Captured report and shared insights and emerging trends with customer accounts
- Adhered to Business Banking Customer Remediation guiding principles, agreed review approach, procedures, and compliance obligations
- Facilitated the provision of an efficient and high-quality service to external customers
- Worked with service portfolio leads to providing recommendations to uplift standards, policies, strategies, and best practices as identified through investigations
- Complied with all aspects of policy, procedure, and statutory requirement, to maximize efficiency and minimize risk to the Group and its employees
- Prepared reporting and insights on all relevant quality control reviews and checks
- Investigated and worked on data quality errors and deciding on a proposed course of action to remediate the error
- Updated customer data in line of business platform applications by inputting text-based and numerical information from source documentation which may include but not limited to unstructured data sources.
Compliance Analyst
Clean Home Green Home
Melbourne
03.2019 - 06.2021
- Resolve all customers inquiries in a timely, accurate and professional manner and escalate where appropriate to Senior Escalation Team
- Process Coordination: Managed scheduling for LED bulb installations by coordinating with contractors and customers to ensure seamless operations and utilized Google Sheets to maintain accurate records of customer preferences and appointment times
- Data Management and Auditing: Conducted desktop and phone audits to confirm customer satisfaction and verify the accuracy of installation details
- Acted as a liaison between sales representatives, electricians, and customers to resolve scheduling conflicts and ensure timely installations
- Engaged with customers post-installation to gather feedback and address any issues, enhancing customer satisfaction
- Ensured compliance with company standards and regulatory requirements by conducting thorough audits and reviews and implemented quality assurance practices to maintain high standards of service and customer satisfaction
- Analyzed audit data to identify trends, discrepancies, and areas for improvement and prepared comprehensive reports for senior management to inform decision-making and strategic plan
- Identified opportunities to streamline the scheduling and auditing process, resulting in increased efficiency and accuracy and collaborated with team members to develop and implement process
- Maintained detailed records of all installations, audits, and customer interactions to ensure accurate and accessible documentation and updated and managed databases to reflect the latest information and audit outcomes.
Education
Master of Business Information Systems - Business Analytics, Applied Business Analytics and Data Visualisation
Swinburne University of Technology
Australia11.2020
Bachelor of Engineering - Computer Science and Engineering
DAV University
India06.2018
Skills
- Business Process Analysis
- Gap analysis
- Requirements Gathering
- Project Management
- Change and Stakeholder Management
- Agile and Scrum Methodology
- Software Development Life Cycle (SDLC)
- SQL and Database Management
- Technical Writing
- User Acceptance Testing
- Microsoft Server, AD, Exchange/O365, SharePoint
- Atlassian, Confluence, JIRA, Visio,ServiceNow, Salesforce
- Legal tools like WIP, iManage, Mattersphere, SGKey
References
Available on request
Timeline
Business Analyst
Slater and Gordon
07.2023 - Current
IT Applications Analyst (Lending Digital Services)
UBANK (NAB)
02.2022 - 07.2023
Financial Crime- Data Remediation Analyst
National Australia Bank (NAB)
06.2021 - 02.2022
Compliance Analyst
Clean Home Green Home
03.2019 - 06.2021
Master of Business Information Systems - Business Analytics, Applied Business Analytics and Data Visualisation
Swinburne University of Technology
Bachelor of Engineering - Computer Science and Engineering
DAV University
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