Summary
Overview
Work History
Education
Certification
Timeline
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Rhiannon Williams

Perth,WA

Summary

IT professional with hands-on experience in Identity and Access Management and Business Application Administration. Currently serving as the administrator for Collaboration Tool Applications at HBF Health, managing our Atlassian Suite Confluence and Jira, Miro, Slack, Nintex Process Manager, Panviva SupportPoint and WalkMe, I am now eager to bring my expertise to the Bunnings Technology team as an Identity and Access Management Platform Specialist. Motivated by a passion for customer service and problem-solving, I am dedicated to optimizing application performance and efficiency while ensuring alignment with business objectives. With a keen interest in technology and a drive for continuous learning, I am excited about the opportunity to contribute to Bunnings' ambition while further developing my skills in platform administration within a dynamic and innovative environment.

Overview

3
3
years of professional experience
1
1
Certification

Work History

Business Application Administrator

HBF Health
Perth, WA
03.2023 - Current
  • Governed and maintained business collaboration tools to ensure optimal performance, security, and user experience
  • Collaborated with stakeholders to identify requirements and implemented enhancements to existing systems
  • Provided training and technical support to users, troubleshooting issues, and ensuring effective system utilization
  • Conducted regular system audits, identifying areas for improvement, and implementing best practices
  • Acted as a liaison between the IT department and vendors, managing vendor relationships and driving service improvements
  • Technical ownership of applications, assuming the responsibility of ownership of access groups in our Active Directory and OKTA, managing approvals for access to my applications including those that contain Sensitive Data pertaining to HBF
  • Working closely with internal stakeholders to execute diverse requests, spanning workflow enhancements, automation, and integrations. Maintaining compliance with cyber security governance, risk approval processes and change management protocols throughout the implementation journey.
  • Successfully completed a leadership program at Australian Institute of Management WA for emerging leaders within the business, enhancing my leadership and management skills.

Service Desk Analyst & Service Desk 2IC

HBF Health
05.2021 - 03.2023
  • Provided efficient and timely technical support to end-users, resolving hardware and software issues
  • Managed user accounts and access permissions, ensuring adherence to security protocols
  • Assisted in the implementation of identity and access management processes, streamlining user provisioning and authentication procedures
  • Collaborated with cross-functional teams to diagnose and troubleshoot complex technical problems
  • Developed and maintained knowledge base articles, improving efficiency, and promoting self-service support
  • Received positive feedback for excellent customer service from both internal and external customers and effective problem-solving skills
  • Developed and executed effective communication strategies for IT changes and incidents, ensuring clear and timely notifications to internal and external stakeholders
  • Solely responsible for managing human resource tickets, including onboarding, offboarding, and internal movements, ensuring compliance with company policies and delivering exceptional customer service
  • Collaborated closely with the RPA team to streamline and automate human resource ticket processes, enhancing efficiency and accuracy
  • The primary point of contact for , guiding the team to achieve both team and individual KPIs
  • Provided valuable coaching to team members to ensure adherence to best practices, refine communication skills, and elevate overall performance
  • Stepped into the role of Acting Head of Employee Services during their absence, effectively managing their responsibilities and assisting in higher-level duties, showcasing a strong commitment to team continuity and operational excellence
  • Acted as a key contributor within the Identity and Access Management (IAM) team, providing vital support during team absences and high-volume periods. During these periods, I assisted in various responsibilities within IAM, leveraging my in-depth understanding of IAM processes to maintain smooth operations
  • IAM policies cover critical security areas, including restricting and provisioning access to users to areas that may include PII data.

Education

Bachelor of Commerce with a Major in Management -

Edith Cowan University

Certification

  • ITIL4 Foundation in IT Service Management, DDLS, 04/01/22
  • T2GP-15 Tier 2 General Insurance Compliance General & Personal Advice, ANZIFF, 02/01/20

Timeline

Business Application Administrator

HBF Health
03.2023 - Current

Service Desk Analyst & Service Desk 2IC

HBF Health
05.2021 - 03.2023

Bachelor of Commerce with a Major in Management -

Edith Cowan University

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Rhiannon Williams