Senior Business Analyst

BKAV Corp.

• Project:
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.

Business Analyst

Stringee JS

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.

English Teacher

English

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

HR Intern

Nestlé Waters