Michael Armea

A highly experienced business analyst with over 15 years of local and international experience in the field of Business Analysis, Design Thinking, and Business Process Re-engineering.

Areas of expertise are in the following:

• Business Analysis (End to End)
• Customer Experience Journey Mapping
• Business Process Analysis and Process Mapping using BPMN
• User Story creation
• Design Thinking
• Database Interrogation via MS SQL and ACCESS
• Data Analysis using Microsoft Excel
• ServiceNow Program and Project Management module,Business Process Re-engineering
• Data Warehouse, Business Intelligence
• Provisioning Systems (via GSMIS, CASS, Prepaid IN)
• Interconnect Settlements
• System Training
• Equipment Management and Logistics
• Customer Relationship Management (CRM)
• Fixed Telephony Billing
• RFP Workshops and Documentation
• Stakeholder Management
• International Roaming Billing and Settlement
• Mobile Billing Postpaid and Prepaid
• Broadband Internet Billing and Settlement,
• Customer Service
• Software Testing- System Integration Testing,
• User Acceptance Testing

• Worked on Customer Remediation Initiative for National Australia Bank, ensuring that processes are created and in place for facilitating financial remediation to affected customers because of Financial Advice breaches.
• Worked on Taxation matters with the Australian Taxation Office for the declaration of remediated payments to customer accounts.
• Worked on various Regulatory projects that involved liaising with the company's internal Regulatory and Legal teams with the goal of meeting set agreements with the ACCC and the Telecommunication Ombudsman for refunding aggrieved customers.
• Defined the requirements needed to fulfill the refunds process, defining the process for the refund, and creation of Work Instructions and Support Articles for operations staff.

Worked as an Interconnect Settlements Business Analyst. This role requires the interpretation of agreed Industry Interconnect rules and translating the rules into systems parameters. The role requires liaising with other partner carriers (Telstra and Vodafone) to ensure that the parameters set are consistent between the carriers so that it reflects on the Interconnect invoices accurately.

• Defined key financial transaction hand-off from Direct-to-Consumer Credit Card system to the Payments and Reconciliation system.
• Defined key financial transaction hand-off from the Payments and Reconciliation system to the Payment Gateway.
• Defined the impact to Financial Operations processes because of new product initiatives, this includes identifying changes to End of Month Financial Reporting processes and tools.
• Defined the impact to the Remittance Team's processes and systems to ensure that they can remit claims from Optus stores in an accurate and timely manner.

• ServiceNow Program and Project Management module
• ADOBE Experience Manager
• Microsoft Teams
• Confluence
• Jira
• SMAPLY
• Mobile PBX system
• Arbor/Kenan Billing System
• Single View Billing System
• Siebel CRM System
• Portal Infranet Rating and Billing System
• GSMIS Mobile Provisioning, Billing and Front-End System
• CASS Fixed Telephony Provisioning and Billing System
• HP/ CBOSS Prepaid Real Time Provisioning and Rating System
• GEMINI Provisioning and Billing System (AMDOCS)
• In Bill Interconnect Billing System
• TE Bill Interconnect Billing System
• Optus Data Collection System
• UniBill Wholesale Billing System
• Microsoft Projects
• Visio
• Microsoft Access
• Microsoft Excel
• DOORS
• ARIS

• EHealth New South Wales, Senior Business Analyst, 02/2023, Present, Responsible for defining the end-to-end Design, Build, and Test journey for Program Delivery, Data Analysis and Support for ServiceNow Program and Project Management. Deliver end to end process maps to define both Waterfall and Agile Design, Build and Test process. Support End Users of ServiceNow Program and Projects module by investigating queries on the use of the system. Define the Business Process and update the Business Process Manual for Program Delivery. Manage enhancements to ServiceNow via a virtual task board together with the various working groups within the organisation.
• National Australia Bank, Senior Business Analyst, 06/2022, 01/2023, Responsible for delivering end to end Process Maps, Business Requirements Specification, and Work Instructions for the Customer Remediation program. Deliver end to end business requirements for the taxation, payments, and remediation process for customers affected by Financial Advice breaches. Analyse existing customer data to determine the correct payment amounts to customers. Deliver end to end process maps. Investigate data sources of historical customer products and services.
• TPG Telecom, End to End Business Analyst, 05/2021, 05/2022, Responsible for delivering end to end Business Requirements Specification and Requirements Traceability Matrix for various initiatives including system upgrades, transition to Voice over LTE roaming, migration of customers, launch of 5G, and network rationalization.
• Optus, End to End Business Analyst, 09/2019, 04/2021, Responsible for creating End to End Journey Maps for stakeholder groups based on initiative/product being launched. Delivery of stakeholder group Process Maps. Delivery of Business Requirement Specification based on Agile methodology, incorporating User Stories into the artifact. Delivery of Customer Journey Maps. Working with various Agile Tribes to deliver solutions based on the agreed Requirements and End to End Journeys.
• Telstra, Senior Business Analyst, 04/2019, 08/2019, Responsible for the Analysis and Capture of Detailed Business Requirements for the ADOBE Experience Manager system. Key Stakeholders are Marketing Stakeholder groups within Telstra. This involves defining the various Personas affected by the change and creating individual User Stories against each requirement. Also responsible for defining the As-Is process in a BPMN process map, validating the process map with Key Stakeholders, producing the To-Be process in a BPMN process map, and reviewing the process map with Key Stakeholders.
• Optus, End to End Business Analyst, CX Analyst, BPMN practitioner, 09/2013, 03/2019, Responsible for the Analysis and Capture of Detailed Business Requirements using Design Thinking approach, defining the AS IS Customer Journey experience and Pain Points, defining the AS IS Business Process and TO BE Business process using Business Management Process Notation defined by the organization. Worked on various projects including implementation of new regulatory compliance requirements, implementation of new SMB digital sites, introduction of new prepaid and fixed plans, implementation of annual phone launches, migration of voicemail customers, etc.
• National Broadband Network (NBN Co), Lead Business Analyst, 12/2012, 09/2013, Responsible for Analysis and Capture of Detailed Business Requirement for the stakeholders of the Network Operations Group within NBN Co. Developed tools and processes to effectively monitor the rollout of the Fibre service via the overhead cable provided by the energy utilities around Australia.
• Vodafone Australia, Business Analyst, 09/2012, 11/2012, Responsible for the Analysis of Business Requirements and the translation of these requirements into functional requirements for the Business Intelligence group. Also responsible for constructing Business Intelligence test objectives and test cases, liaising with Solution Architects, Test Manager, and Data Warehouse developers, and providing data for end-to-end testing.
• National Broadband Network (NBN Co), Lead Business Analyst, 06/2011, 09/2012, Responsible for Analysis and Capture of Detailed Business Requirement for the stakeholders of the Network Operations Group within NBN Co. Worked on various products including Wireless, Satellite, and Fibre. Conducted stakeholder workshops, built requirements definition documents, contributed to test strategy and test plan, and conducted meetings with internal stakeholders and vendors.
• Optus, Senior Business Analyst, 12/2009, 06/2011, Responsible for Analysis and Capture of Detailed Business Requirements for the launch of various Optus Business products including Cisco Telepresence, Wholesale fixed broadband, and Mobile PBX. Also responsible for creating an End-to-End test strategy and managing internal and external test resources.

• ServiceNow Program and Project Management
• Power BI