Zaya Y.

Project Overview

Due to new legislation from the Ministry, updates across the Crossroads Bank for Enterprises (KBO) had to be implemented immediately. Each impacted system was managed by a dedicated business/project manager, requiring tight coordination between IT and business teams.

Roles & Contributions

Led end-to-end delivery—capturing requirements, analyzing impact, managing development, executing full testing (functional, integration, performance, security), and ensuring BAU. Translated business needs into user stories and test cases through process mapping, gap/root cause analysis, and customer journey reviews.

Key Projects & Deliverables

• KBO Select: Delivered two new features and five new user roles, plus reworked nine existing roles. Defined scope, access controls, SoD rules, workflows, notifications, and exception handling. Produced user guides, training docs, and managed communications from pilot to go-live.

• KBO Public Search: Finalized analysis docs, integrated change requests, prepped UAT setup, and led full testing and verification.

• KBO PS Open Data: Validated ETL data feeds in SOAPUI, defined metadata and business rules, and secured approvals for a June 2025 release.

• KBO PS Admin Module: Delivered full functional analysis for a new module covering newsletters, resource-key updates, and AD-role integration, replacing BOSA roles.

Governance & Change Management

Ensured compliance with data sensitivity, audit/logging, and MFA rules. Ran workshops, maintained communication with stakeholders, and coached junior analysts on Agile best practices.

Tools & Methods

Worked in an Agile setup using JIRA (Cloud), SharePoint, MS Office, Github, IBM Db2, and DBVisualizer.

Impact & Results

• KBO Select launched on time with minimal post-go-live issues

• Public Search deployed to UAT; all documents validated and test cycles completed

• PS Admin and PS Open Data modules fully analyzed, signed off by IT and business

Project Overview

SCI provides specialized insurance for multi-owner properties like apartment complexes and strata buildings. To support business transformation, the legacy policy and claims systems were replaced with Entsia, a new platform for managing commercial, residential, and home credit insurance policies. The initiative, named Project Firefly, was already in its first UAT phase when I stepped in to replace the previous BA and take the lead.

Role & Contributions

Took charge of business analysis and testing across the full lifecycle—from feature enhancement through to production roll-out and post-go-live optimization. Led UAT Round 2, validated fixes and enhancements, ran daily sanity checks on premium calculations, and ensured platform readiness. Served as the bridge between underwriters, internal teams, and the vendor, ensuring continuous feedback loops and timely delivery of evolving requirements.

Process Optimization & Training

Analyzed current-state processes, led workshops, and mapped future workflows to remove bottlenecks—particularly in SCI’s internal sign-off processes. Designed new MS SharePoint pages, created user guides, and developed Sway-based training materials. Also validated data conversions and Power BI dashboards to ensure accuracy and usability, then conducted training sessions to improve data literacy and operational performance.

Tools & Methods

Worked in a fast-paced Agile environment: daily standups, sprint planning, demos, retrospectives. Tools included: MS Office, SharePoint, JIRA, MS Visio, Bizagi, Entsia, Power BI, Sway, XML, Postman, and Zephyr.

Key Results

• Successfully led UAT Round 2 and delivered Entsia Go-Live on schedule

• Oversaw change management and training delivery to support a smooth transition

• Identified and documented process bottlenecks in internal approval workflows, setting the stage for long-term efficiency gains

Project Overview

Acted as Product Manager and Business Analyst for two parallel projects at VDAB, in collaboration with Europa WSE:

• Platos Time Registration System: Delivered a centralised communication and time-tracking solution across intranet/extranet, including full support infrastructure.

• CRM/DMS Implementation: Rolled out a new system for managing customer relationships and documents across the organisation.

Key Responsibilities

Led end-to-end business and process analysis using BPMN/UML, facilitated workshops, and ran UAT and production testing. Oversaw Agile delivery: sprint planning, backlog management (JIRA), and coordination between business, IT, and vendor teams.

For Platos, created and published support websites, FAQs, and user manuals. Built and managed a centralized Help Desk system using ServiceNow tracking all incoming tickets, leading root-cause analysis, and managing resolution workflows with developers. Introduced Tableau BI reporting to monitor system performance, flag bugs, and track improvements, cutting incident resolution times by 30%.

Oversaw full CRM/DMS deployment, ensuring 100% scope delivery on time. Acted as liaison to users and stakeholders, resolving disputes and ensuring smooth onboarding. Managed NDAs and data privacy impact assessments to meet all legal and compliance standards.

Tools & Methods

Agile environment with daily standups, sprints, demos, retros. Tools: JIRA, Google Workspace, SharePoint, MS 365 CRM, ServiceNow, Tableau, Salesforce, Platos, DMS.

Results

• Launched Platos system and support suite (websites, contact forms, training) used by all VDAB partners, critical for managing over €13M in funding

• Designed and implemented centralised Help Desk and issue tracking system

• Enabled 30% faster bug resolution through Tableau-powered monitoring

• Delivered CRM/DMS solution meeting 100% of business needs on schedule

• Improved customer satisfaction by streamlining issue resolution and support flow