Business Analyst at Anchor Hanover Group (2022-10 – 2026-07)
Promoted to Business Analyst, responsible for analysing business requirements and delivering system and process improvements.
- Facilitated stakeholder workshops and interviews and performed document analysis to elicit, analyse and prioritise business requirements, maintaining requirements traceability and producing business cases, functional and non-functional requirements, user stories, acceptance criteria, BPMN process models, data flows, solution designs and UAT documentation.
- Worked with stakeholders, technical colleagues and third-party software suppliers to evaluate COTS solutions, develop invitation to quote documentation, support procurement, manage requirements and change and deliver system enhancements and implementation projects.
- Worked across business-critical transformation and systems projects, including housing customer services transformation, Big 6 property compliance, BMS (boiler management systems), customer data management, ATS platform change, identity-checking services and payroll insourcing.
Systems Analyst at Anchor Hanover Group (2018-04 – 2022-10)
Appointed to the Systems Analyst role following an organisational restructure. Provided systems analysis and application support for HRIS and ATS applications across BAU, projects and system improvements.
- Managed four iterative releases of COVID-19 vaccination functionality for care, housing and property services, coordinating supplier delivery to meet changing business and legislative requirements.
- Managed ATS integration following the Anchor and Hanover merger, coordinating supplier changes, system integration, system improvements and recruitment website implementation, working with stakeholders and technical teams through delivery.
- Resolved complex application, interface and process issues through root cause analysis, working with users, technical colleagues and third-party suppliers.
- Gathered and analysed business and system requirements, producing functional specifications, user stories, acceptance criteria, SOPs, process documentation and user guidance, and delivered training to support system implementation.
- Created UAT scripts, carried out functional testing and led UAT activities, managing defects and supporting releases and implementation through to resolution.
Application Support Analyst at Anchor Housing Trust (2016-11 – 2018-04)
Provided application support for finance, housing, care and payment applications, supporting users and maintaining secure and reliable systems.
- Managed support tickets, incidents and service requests, investigating and resolving application and user issues and escalating to technical teams and suppliers where required.
- Performed application configuration, administration and maintenance, and created and maintained SOPs, process documentation and user guidance.
- Managed user access, including JML processes, role and permission management, RBAC, the Principle of Least Privilege and access reviews.
ICT Application Support Team Leader at Harrogate Borough Council (2002-04 – 2016-11)
Led an Application Support team supporting 15 enterprise COTS, bespoke and SaaS applications across finance, payments, revenues, billing, document management and corporate services.
- Managed the full application lifecycle, including implementation, configuration, administration, maintenance, upgrades, releases and retirement.
- Managed competing operational and project priorities, analysed business and system requirements, improved business processes and delivered system enhancements.
- Managed first-, second- and third-line application support, incidents and problems, prioritising urgent issues and carrying out root cause analysis.
- Used SQL regularly to investigate and correct data issues, writing scripts to maintain accurate data for producing bills, letters and reports.
- Produced procurement specifications, managed third-party software suppliers and supported implementation and integration of enterprise COTS solutions.
