Hoàng Lan Hương
Dự kiến trở lại vào: 15/01/2022
Senior Business Analyst tại BKAV Corp.
Lĩnh vực Mentoring
Định hướng nghề nghiệp: Business Analyst
Giới thiệu bản thân
Hi friends, Robin is here.
I graduated excellently from Hanoi Foreign Trade University in 2018 and have been working as in IT industry since Oct 2017.
I'm a person that is always eager to learn and discover new things. For me, nothing is the limit.
I always pursue innovation, creativity and try my best to make a better myself no matter when and where.
If you have the same perspective as me, please don't hesitate to connect me and we'll make good friends
Kinh nghiệm làm việc
Senior Business Analyst
o Online travel agent platform (OTA) selling Hotels, Restaurants, Tour and other Travel products.
Main features are: Booking; Purchasing; Product management, Order & Promotion management, Supplier & Customer management; Billing & Payment module; Contact center – Chatbot; Data analytics).
o Multi-vendor ecommerce platform. Users are Hotel & Restaurant owners; Travel agencies and Travel product suppliers.
o Website portal for Department of Culture, Sports and Tourism (Frontend and CMS).
o Mobile application for K12 teachers, students and parents under Department of Education and Training.
• Scope of work:
o Collaborate with Product Owners and Clients to collect, elicit and clarify business objectives and requirements (Output: User stories & Acceptance criterias). Next, design and evaluate SWOT of all possible options fulfilling the requirements. Then, recommend the final solution.
o Collaborate with Technical manager and Outsourcing partner to design system architecture including: Server infrastructure (HA, caching); Database management system; Programing language & Framework; multi-API integration.
o Develop Project timeline.
o Develop Product backlogs & roadmaps.
o Support Project bidding:
Present and demostrate products to Investors and Departments.
Prepare bidding documents - System solution design.
o Support other Business analysts to design solutions for their projects.
o Tools: Axure, Figma, Draw.io, Balsamiq, Microsoft & Google office.
o Output: BPMN & Business requirements document; Funtional requirements document; Project timeline; Product backlogs; Feature map; SRS document (including UML diagrams, Funtional and Non-functional requirements); Mock-up & basic prototype.07/2020 - Hiện tại
Business analyst (80%):
o Collaborate with Clients, BOD and other Stakeholders (Sales, Marketing, Customer service team) to collect, elicit and clarify requirements.
o Implement user research and market research (competitors & clients) to create product backlogs and sprint backlogs.
o Analyze User persona, Industry knowledge, Business processes & Stakeholder requirements, then create a detailed business analysis (outline problems and opportunities), design mini-CRM, Customer service software, Contact center platform, Communication API solutions and consult clients.
o Be responsible for SRS documents including BPMN, Use case specification, functional requirements, UML diagram, Wireframe & Frontend Mock-up.
KPI: An 100-page document with 20 functions/ features is prepared in 2 – 3 days.
o Present projects’ target, clarify requirements and acceptance criterias to development team.
o Collaborate with Development team to ensure all requirements are fulfilled.
o Provide product training to Clients and Stakeholders.
o Assist Product manager to develop product road-map.
• Project manager (20%):
o Develop detailed project plans and manage projects’ processes/ progress according to Agile/Scrum methodology.
Frequency: Kick-off new sprints each 2 weeks; participating in 3 projects at the same time.
o Work under Product manager & CTO to allocate projects/ tasks to 12 Developers and 3 Testers.
o Control and monitor project members to ensure tasks and projects are completed on schedule.01/2020 - Hiện tại
English08/2017 - 10/2017
International Customer Experience Specialist
Topica Edtech Group
• Project manager:
o Investigate and identify problems in service, human resources and management of IT division, then submit the project proposal to CIO – After 3-week on job, launching ITIL v3 project – 1 year project at Group level, successfully.
(ITIL – a framework containing the best practice guide for providing IT products & services effectively in an organization)
o Manage ITIL v3 project of 10 IT helpdesk & QA members to improve IT services & systems’ quality. The project scope includes:
Develop a process to provide IT services and support customers;
Build service operation process and procedures;
Build and manage service level agreement and operational level agreement;
Build Jira portal to manage IT members’ performance, IT projects and customers’ IT requirements;
Training about 100 IT members (IT managers, BA, Dev, QA, Tester, Helpdesk) about ITIL Framework.
o Successfully finish ITIL project in just 5 months, which was planed to implement in 1 year and apply new processes/ workflow/ procedures to all IT teams of the Group.
• Customer experience expert:
o Provide Service attitude, Customer centric orientation, Knowledge and soft-skills training to 13 IT service desk staffs.
o Evaluate Customer Satisfaction and Customer Effort Score at any touch point on the customer journey to define any problem, then enhance Help desk’s quality and provide better Customer experience.
• Deputy head of IT Service desk center:
o Be in charge of IT service provided to Thailand branch (Size: 200 people) including Internet service, Server, Communication infrastructure, System, Software.
o Analyze data and submit IT service’s availability report to CIO and Directors
Quá trình học tập
Foreign Trade University
Business Administration and Management
Kỹ năng & chứng chỉ
IIG Vietnam TOEIC - 975/990