Bronwen Lee Hatch

Experienced Configuration Analyst and Service Management professional with 25+ years' experience across IT, Engineering, Mining, and Construction sectors. Specialist in ServiceNow (ITSM/CMDB), SAP, configuration management, and data governance. Proven record in improving system accuracy, leading data clean-up initiatives, and delivering process optimisation resulting in a 35% reduction in operational overheads.

Strong background in reporting (Power BI), contract management, and end-to-end service lifecycle support within enterprise environments.

Configuration Analyst at AX-UK (2021-09 – 2026-03)

• Delivered back-end configuration using MICology Leap (low-code/no-code platform)
• Managed configuration rules, user access, change requests, and system deployments
• Developed Power BI dashboards and reporting outputs
• Supported SharePoint integration and data export solutions
• Managed system tasks, releases, and project deadlines

Configuration Analyst (Service Management) at Dimension Data MEA (2017-01 – 2021-08)

• Managed ServiceNow CMDB data quality, lifecycle tracking, and system clean-up
• Performed SAP vs ITSM reconciliation and large-scale data remediation
• Produced SLA/OLA performance reporting (weekly/monthly/ad hoc)
• Supported IMACD / RIM processes and configuration item governance
• Key clients: Woolworths, Alexander Forbes, Webber Wentzel, Twinsaver, Neopak

Order Processing & Billing Team Leader at Dimension Data MEA (2014-02 – 2016-12)

• Led team of 5 in billing and order processing operations
• Managed SAP GT reporting, purchase orders, and invoice workflows (PO / non-PO / EDI)
• Resolved billing discrepancies and vendor reconciliation issues
• Improved operational efficiency and team performance

Contract Specialist at Dimension Data MEA (2012-11 – 2014-01)

• Managed client billing schedules and contract lifecycle activities
• Ensured accurate contract data within SAP systems
• Oversaw renewals, escalations, and billing accuracy
• Reduced invoice errors through improved validation processes

PA & Office Manager (Contract) at LMJ Construction (2012-01 – 2012-11)

Managed day-to-day office operations, ensuring efficient workflow and smooth business activities.

• Supervised administrative staff, delegated tasks, and monitored performance
• Coordinated schedules, meetings, and travel arrangements for management and employees
• Maintained office supplies inventory and negotiated with suppliers to control costs
• Managed budgets, invoices, expense reports, and basic bookkeeping activities
• Developed and implemented office procedures to improve productivity and efficiency
• Handled incoming correspondence, phone calls, and customer enquiries professionally
• Maintained employee records and assisted with recruitment, onboarding, and HR administration
• Organized company events, training sessions, and team meetings
• Ensured compliance with company policies, health and safety regulations, and data protection requirements
• Prepared reports, presentations, and business documentation for senior management
• Acted as the primary point of contact between departments, clients, and external vendors

Engineering Assistant at Siemens

Engineering Administrator at Thyssenkrupp

Recruitment Consultant