Natalie Tubbs

Dedicated Business Analyst with a proven track record of driving organizational success through analysis and solution implementation. Skilled in engaging with internal and external stakeholders, developing relationships at all levels of an organization to ensure trust and respect when implementing changes. 10 years of experience in local government business processes and technologies, successfully collaborating with departments, cross-functional teams, and other councils to identify opportunities for process improvement. Excels at gathering and documenting requirements, conducting analysis, and effectively communicating findings to stakeholders. Collaborative team player who thrives in dynamic environments, adapting to changing priorities and effectively managing multiple projects. Strong business acumen and a passion for driving continuous improvement, confident in ability to contribute to the continued success of the Business Process Alignment service.

• Project Management Professional (PMP)
• ITIL Foundation Certification

• Senior Business Analyst, Moira Shire Council, Full-time, 10/01/13, Present, Manage and administer Authority and mobile apps (Actus and Authority Connect), including server and infrastructure changes, incident, and problem management., Define and reinforce project requirements for organizational improvements, including Authority and Content Manager software version updates, and patch releases., Review and improve awareness of process changes, through data analysis and report generation., Ensure continued understanding of Authority and the best practice use for staff, through the development of a knowledge base, internal training, process walk-throughs, patch release note sessions, and listening to bounce thoughts for improvement and understanding., Manage the Civica contract for Authority and Content Manager. Ensuring service delivery standards are met and being aware and highlighting opportunities that come from software development to the Moira management team., Engage with internal stakeholders to define improvement requirements; process mapping, documenting project requirements, finding and engaging external contractors to complete works, managing the projects to end, and completing project closure reviews., Engaged with multiple Civica SIG groups as a participant, chair, minute taker, and agenda coordinator. Developing relationships with multiple councils across Australia ensuring understanding of the program, support for development, incident management, patch release schedules, legislation changes, and best practices for processing within local government., Actively work with the internal Moira IT team, share skills, and provide knowledge on council structure and internal processes. Supported the delivery of services to internal council teams through IT staff shortages and emergency management., Implementation of ePurchase Orders, removing 8 points of infrastructure failure in the generation of Purchase Orders, defined project communication and training for staff and management, updated information provided to suppliers, and improved the compliance to deliver a PO to the supplier prior to receiving goods., Inventive - due to staff shortages, found a Grant opportunity to engage a consultant to deliver developments in eServices (Planning and Building services, along with 8 registers for Building compliance) improving payment processing with the introduction of invoicing of customers for planning and building., Compliance - designed a project and engaged a consultant to document and provide infrastructure requirements for the implementation of Power Bi and Data Warehouse for Moira Shire Council. Ensuring the correct governance is implemented to provide security and audit requirements for data protection and use., Implementation of the Victorian Legislative change for Pool and Spa register, to ensure compliance with the legislation. Walked through legislation and mapped out the Actions, Owners, open/close points, templates, and fees or fines, required to be captured in the register. Engaged Building Manager and team to review and outline the workflow and confirmed processing steps. Created the register and configured it to provide automation and a paperless process for the management of Pool and Spa barrier compliance in Moira Shire Council. Highlighting that in the VAGO audit results that Moira only had 2% of pool and spa barriers non-compliant, which lead to Melton City Council reaching out for project work to implement Moira standards., Implemented ATO-required STP 2 configuration with Payroll and Finance department. Ensured configuration changes within Authority were followed and completed prior to cut of date., Procurement processing - P2P. Process mapped with Moira’s AP Officer the requirements of the changes to purchase order and invoice processing, define the project for implementation of change, with documented processes for staff and management. Continued to work with suppliers on implementation to manage the incidents and problems that showed on implementation. Provided feedback and actively sought to engage Civica Product Owner, working to minimise the impact on Moira staff, obtained scripts and additional support required to manage for 6 months processing impacts.
• Desktop Support - Service Centre, Goldman Sachs and JBWere, Full-time, 01/01/10, 07/31/13, Melbourne, Victoria, Australia, Supported staff during changing times; keeping support in line with changing company policies and procedures. Meeting SLAs within time-critical environments, and delivery of services for demanding clients., Citrix Environment Management: User account creation and token allocation, support of the virtual environment., JBWere new user management: Processing onboarding, and off-boarding staff., Primary Phone/Help Desk Support: Support SOE applications and troubleshoot network and system faults., Rotational Roster support: 7 am – 7 pm (Monday to Friday) Offsite support between 7 pm – 7 am; 7 days a week. On-call roster, 2 weeks a month., Service Centre: Support staff development training on current processes and procedures, new starters trained to manage day-to-day support calls developed desktop support knowledge, to allow for independent support resources., HP OpenView Service Desk: Software for the day-to-day management of Service calls, Problem management, and Change management, also CMDB maintenance and reporting on activities., BlackBerry Management: via BES, allocating devices and updating firmware, adding and removing access, applying policy to accounts, and assisting with the installation of required applications., Desktop Support: PC and Monitor, Printer, and Fax support in conjunction with Communications and Server Support Teams., Application Support: A range of over 150 applications to install and support via ManageSoft. Involves rolling out applications to desktops and mobile devices, and ensuring full security compliance and effective software license management., Mail Marshal: Control email data leakage in accordance with IT and Company policy., Wiki Knowledge base: Development of new pages, article updates, and policy and process changes documentation, maintaining current knowledge., Managed Active Directory: User access and software implementations.
• Helpdesk Team Coordinator, LeasePlan, Full-time, 11/01/07, 09/30/09, Actioning and maintaining incidents via LPAU Helpdesk Email, based on company policy. There were strict requirements, as auditing was biannual, to maintain a Dutch banking license. Setting up the proxy and sharing for LPAU Helpdesk access, accounts, and documentation, Citrix User Administration, and WYSE Office Set-up., Administration; Active Directory, Lotus Notes, SAP Project environment, Excel, CRM, SolMan, Blackberry provisioning, and support. Maintained IT Group Forms within ISO Database. Maintained procedures and ensured escalation management., Services provided; Scanning, CD burning, and printing functionally supported., User Administration; remote support, compliance with computer room policies, and processes.
• Helpdesk Analyst to Desktop Support 2nd - Service Desk, Minter Ellison Lawyers, Full-time, 01/01/04, 12/31/06, Melbourne, Victoria, Australia, Maintained Desktop support queue and completed network administrative tasks, assigning and acting on Day to Day incidents issued by Service Desk., Participation in 27 x7 On-Call support, rostered fortnightly. Ensured ownership of incidents through to resolution and closure., Transfer Service Desk procedures and responsibilities to Desktop Team and ensured daily SLA management, production of predefined report requirements.
• 1st Level Support Analyst, University of Melbourne, Contract, 05/01/04, 12/31/04, Melbourne, Victoria, Australia, Registration of enquires Remedy Support database - Internal client base 5,000 + staff 100+ internal support calls weekly - Logged updated and resolved support incidents., Assisted with Sales support and purchase enquires - Maintained Day Book for all calls and tasks requiring an audit trail - Application support: Eudora, Webmail, and Outlook 2000 - MS Office 97 & 2000, Dial-In configuration and connection, Internet Explorer and Netscape - Sales support for MAC / PC hardware and accessories - LAN and WAN - Windows 98, 2000, XP and MAC OS X., Assign and track to closure with 2nd and 3rd-level support engineers' support calls., Maintained strong communication with staff and engineers through to the resolution of support calls - Trained in the understanding of ITIL principles.
• Help Desk Administrator, Ceridian Centrefile, Full-time, 06/01/02, 04/30/03, London, United Kingdom, Registration of enquires within the Crystal Reports database - Internal client base 1000+ staff, 300+ internal support calls weekly - Coordination of 2nd and 3rd level support engineers - 11 engineers throughout the UK Glasgow (2), Manchester (1), Canock (2), Birmingham (1), London (4), Limerick (1)., Microsoft Outlook 2000 – advanced application understanding., Maintained communication with staff and engineers through to the resolution of support calls via email and phone., Updated and implemented changes to the external hardware support contract., Worked independently with External Hardware Support Croft, during the implementation., Managed support based on Service Level Agreements and improved timeframes on call closures.