Experience

IT Service Management

Worked with an emergency services provider to deliver a multi year uplift program incorporating

Establishment of a business IT service catalogue to underpin IT planning and budgetting processes
Establishment of a technology service catalogue, including end to end service mapping and SLA definition to streamline delivery of IT Services
Implementation of an ITSM tool

Worked with a mid tier organisation to

define requirements for ITSM tool selection
design and implement ticket and change processes and reporting
oversee system change processes

Worked with a water authority to:

benchmark current state service management processes
define a roadmap for uplifting change management and configuration management practices
define and implement system change processes, including Change Advisory Board, ITSM tool configuration, training
define and implement service desk tool and processes for an operational team

Business Analysis and Process Mapping

Worked with a regulator to:

Capture current state processes and functional and non functional requirements to replace an ageing case management system
Refine requirements into user stories and use cases to support approach to market and ensure compliance with applicable regulations.

Worked with a wealth management company to:

Complete Call Centre process mapping and analysis of underlying case data.
Identify and implement improvements targeting reduction in rework and complaints.

Worked with a water authority to:

map current state processes for user onboarding, role changes and off boarding
identify and implement interventions to strengthen Identity and Access Management controls to meet NIST and ISO obligations

Worked with a not for profit to implement NDIS processes by mapping current state processes, completing a gap analysis against future state requirements and capturing system and process changes required.

Organisational Change

Delivered an organisational change program to refactor a state government technology division including:

Using change objectives, define a future state organisation structure.
Complete current state review including change readiness assessment.
Develop organisational change plan and co-ordinate execution of change plan.
Co-ordinate relationship with industrial relations.

Designed an organisational change approach for a financial services organisation to support the rollout of Teams and OneDrive.

Designed and ran an organisational change program to ensure customer and employee readiness for major changes in a superannuation fund.