Sneha Suresh

Experienced Business Process Analyst adept at leading key aspects of large IT projects utilizing Agile and other delivery methods. Skilled in root cause analysis, process design, functional requirements, testing, knowledge content, and change management. Collaborates effectively with diverse stakeholder groups to analyze and document business needs, communicate specifications, and implement sustainable process enhancements. Dedicated team player committed to setting clear project goals and guiding teams towards successful outcomes for the business and clients.

Professional leader with strong focus on team collaboration and achieving results. Proven track record in driving success through effective strategy development and implementation. Skilled in project management, process improvement, and stakeholder engagement. Adaptable and reliable, consistently meeting evolving organizational needs.

• Telstra Corporation, Process Improvement Specialist, 09/01/19, Current, Work with Capability Leads across Enterprise Activations to design, map and document (Current and Future state), Telstra service, product and technology processes in Signavio utilising prescribed process methodologies., Identify business improvement opportunities utilising gaps identified during process mapping within various activations process which feed into Business cases being developed to improve the Enterprise Activation space., Define High level process and business requirements developed as part of the Future state process mapping that form an Input into the technical design., Provide strong analytical skills and understanding of business requirements and functional requirements to manage process delivery and analysis for all initiatives., Establish a process capability to support Enterprise Activation Business including ensuring consistency and alignment to the Telstra wide business process model at all levels., The CorpSME Project - Designed and mapped the cross functional process used Telstra wide with stakeholders across Partner sales, Retail Partner support and Global Business Services contact centres., Implemented legal, business and technical changes required for this project to ensure the process worked seamlessly., Appointment booking process – Mapped and Standardised the Enterprise appointment booking process for field services used across multiple business groups., IDEAL to AMDOCS Integration – Successfully led a series of workshops to define the as is and to be state maps required to design the interface between AMDOCS and IDEAL., Security approval for Partner Management – Designed the end-to-end process that enabled Telstra to assess and approve security requirements for their partners.
• Telstra Corporation, Transformation Business Process Analyst, 08/01/17, 09/01/19, Develop re-imagined process flows in Signavio based on the ITIL framework and customer journeys linked to the digitisation project., Collaborate with operational stakeholders including SMEs, architects and Product owners to capture requirements ensuring the process flows are futuristic, standardised and address current pain points., Develop Epics, user stories for technical writers and org change teams to ensure work instructions for the business end users are documented., Provide comprehensive support to business and technical teams through UAT, business readiness and change management activities., Led and designed end to end process maps for Service request management, Service desk process ensuring alignment to ITIL standards., Played a lead role in successfully integrating the incidents and the service requests modules for Enterprise customers into the T-connect customer portal.
• Telstra Corporation, Business Analysts Service Management – Quality and Business improvement, 08/01/13, 06/01/17, Facilitating workshops with stakeholders to gather and document user stories, functional and non-functional requirements., Working with a varied group of stakeholders to analyse and map their current processes 'As-Is' and facilitating workshops to develop, standardise and deliver optimized processes 'To-be'., Lead internal business improvement initiatives and liaising with process leads, departmental SMEs and senior managers., Led the transitioning and managing the build of a brand-new ticketing system for Enterprise Assurance centres., Gathered and implemented requirements from a varied set of stakeholders to improve the SMEC ticketing system.
• Telstra Corporation, Business Project Manager – Operations, 01/01/10, 08/01/13, Engage and work with various business teams to develop precise customer requirements., Establish a project plan to track and co-ordinate tasks, project dependencies, resources., Track, control and report on project timeline, budget, expenditure and financial forecasting., Managed a program of work for the NAB account to ensure contracted deliverables met., Led the project to establish the Service Request and Incident management functions for the customer Qantas.
• E Services Interactive, Software tester – Ordinance Operation, 01/01/09, 12/01/09, Standardizing, creating and improving the testing processes/ strategy., Documenting detailed training manuals for end users and creating and managing of testing activities., Successfully developed and executed comprehensive test plans for various projects., Led the Testing phase for all project by executing the test cases and tracking defects.

• ITIL V4 Managing Professional Certification – AXelos
• Agile Methodology
• Data Driven decision making
• Signavio
• Panviva
• Jira
• Confluence
• Case wise
• Project Management fundamentals
• Customer Interface
• Team Management
• Business writing Skills
• Conflict Management