Saleshni Lal

A client facing role - Utilities industry, working with external client and internal development Teams to deliver new solution for the client based in Australia.

The role includes end to end customer life cycle in the utility industry (onboarding customer, customer portal, agent support service, billing and invoicing, payment and banking, dunning, debt management and customer move out - final invoice). This project uses both agile and waterfall methodologies and encompasses regulatory compliance and and operation efficiencies.

Key Responsibilities includes:

• Conducted root cause analysis to identify underlying issues in complex problems.
• Utilized stakeholder interviews to gain a comprehensive understanding of user requirements.
• Analyzed existing systems and processes, identified gaps and recommended improvements.
• Collaborated with IT teams on the development of applications based on business requirements.
• Designed use case scenarios to demonstrate how users interact with the system or application.
• Reviewed system design specifications for completeness, accuracy, consistency, traceability and usability.
• Worked closely with clients to ensure their satisfaction with the delivered product or service.
• Managed requirements traceability information and tracked requirements status throughout the project.
• Managed and led meetings and workshops with multiple departments to solidify requirements.
• Acquired deep knowledge of utility compliance regulations specific to the Australian utility industry
• Led daily client and internal scrum meetings and stand ups to track deliverables and detect issues early.
• Collaborated with Project Manager to draft and progress statements of work and change requests through the approval process.
• Supported Project Manager with preparation of governance meeting packs.
• Worked closely with the test manager to facilitate daily defect triage meetings and resolve issues
• Provided support and guidance to the client's user acceptance testing process
• Ensured accurate documentation of data migration requirements
• Contributed to the success of cutover planning and go live activities
• Kept team informed of project status through timely updates
• Managed budget tracking and communicated updates to Finance Team
• Provided coverage for the project manager's role when needed

Worked on successful deployment of solution for Payment Card Industry Data Security Standard (PCI DSS) - bank lead compliance project to keep the end users credit card information secure and to protect Ministry of Justice from Card Holder Data information breaches.

A waterfall methodology project. This project included implementing new call centre telephony system, updating application forms, upgrading eftpos terminals, changing internal processes and safeguarding existing customer card information. Worked with internal teams and external third party vendors.

Responsibilities include:

• Conducted interviews with stakeholders to gather information about their expectations of the system's functionality.
• Developed user stories, use cases, workflow diagrams, and other artifacts for documenting requirements.
• Provided support for team members when clarifying ambiguous or conflicting requirements
• Facilitated brainstorming sessions with stakeholders to identify business objectives and functional requirements.
• Met with and collaborated with clients in discussion sessions to make parties aware of project specifications pertaining to applications, databases, and systems.
• Conducted gap analysis between existing systems and proposed solutions.
• Coordinated installation of software systems and collaborated with user experience team on design and implementation of new features.

Worked on project to implement new system for the Maori Land Court (digitalize) and transform legacy process to fit in the new Pega system. This change enabled end users to file their Maori land court applications online instead of paper based applications. Also streamlining existing processes and looking into areas of improvement. This was an agile project.

Responsibilities include:

• Assisting in enhancing the quality of service provided to customers.
• Elicited and documented business functions, requirements, and conducted gap analysis.
• Created and managed Jira tickets to track progress of stories in agile sprints.
• Successfully guided and obtained approval for stories during elaboration sessions
• Provided assistance to developers in clarifying requirements
• Efficiently handled queries raised by testers and business SMEs
• Conducted thorough review of both design and as-built documents
• Collaborated with third party vendors to ensure seamless changes and a smooth approval process.

Key business analyst in SAP systems upgrade for Procurement System, Business Objects and Data Services, Identity Management and Shared Java. These systems have been out of maintenance support and minimal solution documentation existed.

Responsibilities included:

• Gathered requirements and conducted process mapping
• Led workshops for ICT and Business end users
• Contributed to the development of a concise and effective plan on one page.
• Spearheaded impact analysis and change communications
• Developed comprehensive and organized design documentation
• Contributed to the improvement of testing processes through meticulous review and analysis of requirements.
• Provided oversight in defect management, including coordination of fixes and retesting activities.
• Supported the successful implementation of projects by quickly addressing and resolving any issues

Multiple roles including Business Analyst, Solution Analyst for SAP Security, Test Lead, Application Support Analyst (SAP) and Communications Quality Analyst during the twelve-year sprint. Worked on ERP and legacy system upgrades to SAP.

Responsibilities included:

• Created detailed process flows and user stories to document system requirements and design solutions.
• Collaborated with stakeholders across departments to define requirements for new projects.
• Drafted functional specifications documents outlining project scope, objectives and deliverables.
• Mapped and documented interfaces between legacy and new systems.
• Developed comprehensive test cases in collaboration with testers, ensuring accurate verification of outputs and promptly reporting any identified defects. Efficiently tracked defect progress and performed necessary retesting.
• Utilized Agile testing methodology to test and validate fulfillment in diverse work environments.
• Achieved efficient delivery of all communications using SAP, encompassing both traditional print materials and digital channels.
• Served as a point of contact for troubleshooting and resolving problems, incidents, and service requests after implementation.
• Instituted ITSM systems and developed comprehensive user manuals for internal users
• Played a key role in shaping training resources for end users, including CRM user guides
• Assisted with resolving issues after implementation of new system
• Created and customized role configurations for SAP systems

• Analyzed potential areas of risk and developed strategies to mitigate such risks.
• Participated in meetings with external auditors regarding audit results related to compliance matters.
• Performed risk assessments on customers to ensure compliance with anti-money laundering regulations.
• Analyzed financial statements and credit reports to determine creditworthiness of potential borrowers.
• Tracked changes in banking regulations affecting lending practices or consumer protections.
• Maintained updated knowledge of banking regulations and laws related to consumer protection and fraud prevention.
• Provided guidance and assistance to junior staff members as needed.
• Researched customer inquiries regarding account balances, interest rates, fees.
• Developed and maintained relationships with potential and existing clients to expand the customer base.