Michelle Anne Wheeler
Narrabri,Australia
Summary
Insightful Business Analyst known for high productivity and efficient task completion. Possess specialized skills in data analysis, process improvement, and project management. Excel in critical thinking, communication, and problem-solving to deliver effective solutions. Committed to leveraging these abilities for success in challenging business environments.
Overview
14
14
years of professional experience
Work History
Business Analyst
Local Land Services
09.2019 - Current
- My primary role within the ICT – Land Administration (LA) team is as a FARMS Subject Matter Expert/Business Analyst - interrogating current systems & business process, cross referencing these to our Business Rules, LLS Acts & Regulations to establish a uniform approach to deliver our core services
- Many components of the project involve investigating & collating data for analysis of accuracy & compliance, gap analysis & providing recommendations for business improvement or process enhancement for the MyLLS project
- More recently moving into the testing phase with intensive preparation for UAT to make sure we are in the best possible position for commencement
- Develop, review & provide feedback on LA User Cases, Consolidated Design & Functional Specification documents
- Attend Vendor workshops & liaise with program analysts to interrogate systems & determine fit for purpose process
- Collaborate with project team to workshop integration development processes & provide feedback for all MyLLS streams (Spatial, Contacts, Property, PICs Pest & Poisons, Permits, SAP, CM)
- Working Group member as SME for FARMS/MyLLS process & enhancements
- Working Group lead for Permits, RSMP Review, TSR Landholding build
- Liaise with regional stakeholders to request, collate & assess regional documents, guides & process for accuracy & compliance
- SWAG MyLLS representative to liaise & provide updates (TSR, ACC, Weeds, Plant Bio)
- Develop, produce & update User Case documents for Permits
- Develop & produce Policy & T&C documents for review & approval of RSMP process
- Develop template, guide & correspondence documentation for updated RSMP process & regional release
- Data analysis, identification of processing errors, cleansing & providing training & support to regional staff
- Collaborate with Test Manager to develop a test plan for permits module
- Test module & enhancement releases to ensure they replicate the agreed functional requirements
- Identifying defects & raising bugs with detailed explanations, steps to recreate & screenshot images to outline issues, then linking these to existing bugs that may block or relate via Jira test reporting module to Test Manager & Vendor
- Developing Test Case process from As Built documentation
- Reporting outcomes, deliverables & risks to ICT Director, Project Manager, Stream Leads & SMEs to ensure informed decision making & cross stream visibility
- FARMS Regional Data cleansing – monitor, review & provide feedback to system users
- Recording & updating of program outcomes, decisions, & requirements in Confluence pages
- Collaborate with Records Management Project staff to review and contribute to business requirement solutions which will enhance the user experience into the future
- Engaged to review & develop FARMS database guides & process to enhance our LHCS team to support a recent expansion of services to our regional business units
- Engaged to provide face to face training to the LHCS team to extend user knowledge of the FARMS database, business rules & stimulate the use of a new mapping system solution, Atlas, to streamline process & enhance visibility of land ownership records
- LLS Excellence Awards 2024 Nominee – Outstanding LLS All-Rounder of the Year
Team Leader
Local Land Services
07.2024 - 10.2024
- The primary function of my role was to provide team leadership, develop process optimisation with my expertise as a land administration subject matter expert to provide quality assurance of data & process and support & collaborate with the Manager of land administration, implementing streamlined systems that ensure seamless team operations and productivity, aligning with business rules and legislation
- Led a remote team of 14 staff, providing direction and support to ensure seamless operations
- Developed process optimization strategies as a land administration subject matter expert, enhancing quality assurance of data and processes
- Streamlined workflows, aligning with business rules and legislation to boost team productivity
- Created and maintained comprehensive documentation and work guides to support team operations
- Delivered staff training and skill-building initiatives to address training gaps and improve overall performance
- Monitored and approved staff timesheets, leave requests, and addressed HR issues effectively
- Developed and managed staff duties roster and workloads, ensuring balanced assignments and accountability
- Conducted data analysis to ensure adherence to business regulations, pinpointing processing errors, and providing targeted training
- Facilitated change management initiatives within the immediate team and across regional staff
- Collaborated with the Manager and ICT Director to align projects with organizational goals
- Planned and executed a statewide training and restructure process across 11 regions in NSW
- Provided ongoing support to regional teams to ensure streamlined delivery of services, enhancing collaboration and efficiency across all operations
Senior Customer Service Officer
North West Local Land Services
01.2014 - 09.2019
- The primary function of my role as Senior Customer Service Officer during NWLHPA was to assist the General Manager and our Senior Management Team with a high level of customer service and administration support
- My role was varied in terms of required knowledge, skills and experience and includes decision making, strong leadership skills & requires effective planning and organisation
- With the migration into NWLLS, I have continued to work with our Customer Service Coordinator and Team Leaders to improve and streamline our systems & processes to meet the ever changing needs of the organisation, our landholders & community stakeholders
- Supervise, train & monitor 8 staff across 5 offices within our NW region
- Develop, modify & review local work guides & forms in-line with LLS Acts & Regulations
- Oversee scheduled unit projects – Land Transfers, Rating, ALSR, Permit Invoicing, Permit renewals & tender process for Apiaries, LTGP & SWP
- Provide statistics & feedback to Coordinator on unit projects
- Collaborate with Coordinator to develop team plans & duty structure
- Contribute to cross team projects & operational plans as required
- Attend field days, seasonal info & drought sessions, team forums & AgQuip
- Local Emergency Management Logistics Team Leader
- Monitor Alacatel phone systems & liaise with technician for system maintenance & programming
- Lead, assist & participate in Team Teleconferences & catch-up
- Act in Coordinator position as required
- Regularly liaise with NW teams to identify local programming to share with CS team
- Participate & organise staff training as required
- Liaise with State Operations - Finance & FARMS teams to regularly overcome local issues
- Constantly working as part of a Team to provide a high level of Customer Service to our NW Landholders
- Support staff with difficult customers, enquiries & knowledge barriers
- Provide administration & financial cross team support
- Participate & complete PDP reviews
- Office liaison for Property NSW
- Office Fire Marshall & Safety officer
- NWLLS – 2019 Winner of Local Star – Ethics Award
- LLS Excellence Awards 2019 – NW Local Star Nominee
Senior Customer Service Officer
North West Livestock Health & Pest Authority
09.2010 - 12.2013
Timeline
Team Leader
Local Land Services
07.2024 - 10.2024
Business Analyst
Local Land Services
09.2019 - Current
Senior Customer Service Officer
North West Local Land Services
01.2014 - 09.2019
Senior Customer Service Officer
North West Livestock Health & Pest Authority
09.2010 - 12.2013
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