1. Anne-Marie de Jong
SENIOR BUSINESS ANALYST
Igniting People ▪ Improving Quality ▪ Delivering Results
My IT career has been distinguished with a record of success in all aspects of operational
analysis functions. I have progressed from systems analyst and project co-ordination roles, into
positions of increasing authority and accountability around large system migrations, change
management, product to market analysis and process improvements. I have a pragmatic and
adaptable approach to problem solving with an analytical mindset to drive change. I enjoy
working with teams and mentoring co-workers
VALUE OFFERED
 Major system
implementation experience
 Requirements gathering
 Process mapping, analysis
and improvement
 Data analysis and reporting
skills
 People mentoring
 BPMN
 Sales to implementation
process expertise
 Supplier management
experience
 Agile
 DMAIC methodology
 Six sigma yellow belt
 Procedure documenting
 Functional spec. writing
 CRM implementation
experience.
 Business case development
 Quality assurance and testing
 Billing system migration
experience
 International experience
 Experienced in E2E data
migration processes
EDUCATION | TRAINING
Six Sigma (Thornley Institute) Yellow belt
Courses/Applications
Balsamiq
Confluence
Time Management
Promapp
Salesforce
Clarify/ Siebel
Keenan
Personal Development
Microsoft Windows Applications
CAREER SUMMARY
nib NZ Ltd
Senior Business Process Analyst 2016 -
Degrees
Senior Business Process Analyst 2016 - 2016
TVNZ
Senior Business Process Analyst 2015 - 2016
Vodafone
Senior Business Analyst 2012 -2014
TelstraClear
Business Support Analyst 2002 - 2012
Clear Communications Ltd
Systems Reporting Administrator 2000 - 2002
Datacom New Zealand Limited, Auckland
Analyst prior 2000
I.B.M (UK and NZ)
Systems Analyst

2. EXPERIENCE NARRATIVE
Nib NZ Ltd, Auckland
Senior Business Analyst 2016 June – present day
While at nib I was responsible for writing requirements document for one large digital project
(including a couple more smaller digital offshoots) and helped the project manager put the business
case together to take to the board. This was an Agile environment and we used Confluence for
documentation and user stories. I worked with the vendors who responded to the requirements
docs. and assisted nib in the selection process.
Responsibilities/Deliverables:
 Actively worked with the business and IT towards identifying and implementing
product, processes and systems; to ensure the information needs of the business
for a large digital project were identified and met.
 Elicited and documented business requirements and user stories to the approved
documentation standard, ensuring there was regular, concise communication to
the allocated area. This included the presenting a solution for consideration in
the appropriate format.
 Built and maintained good working relationships with business users, external
stakeholders (vendors) and the internal IT teams.
 Validated design solutions and changes with Technical Leads, and Solution
Architects
 Resolved queries from application users where possible, and escalated
unresolved problems following the agreed procedure.
SNAPSHOT
Company:
nib NZ Ltd is New
Zealand’s second
largest medical
insurer
Reported to:
Project Manager
Position Summary:
Senior Business
analyst
2 Degrees Ltd, Auckland
Business Process Analyst 2016 – 2016 June
Tasked with creating and documenting operational support processes for a new service support
system deployment (OSS/BSS) across various channels. A key component of this role was to
determine the differences at an operational level between the current systems and the new systems
and create/change the documented processes to enable and support systems driven business
transformation. The role required end-to-end ownership of the planning, scoping, development and
implementation of the assigned set of business processes to support the financial, and call center
departments for a mobile telecommunications environment and included understanding & working
with system architecture to translate system functionality into workable business processes.
Responsibilities/Deliverables:
 Scope, Develop, Document & Implement business processes for an OSS/BSS
change project
 Identify and engage with the key stakeholders to support the transformation
programme with our Systems Integrator partner.
 Ensure that business and operational support systems are configured to meet
the requirements of the to-be processes
 Produce Process documents that clearly articulate the business process
 Facilitate solution gaps to stakeholders and provide input to alternative
solutions as appropriate.
 Work with system architecture and translate system functionality into workable
business processes
 Provide support through the design, build, test and deploy phases.
 Engage with t training function to plan and lead the deployment of these
SNAPSHOT
Company:
2 Degrees is one of
NZ’s
telecommunication
companies
Reported to:
Project Manager
Position Summary:
Business Process
analyst

3. TVNZ Ltd, Auckland
Business Process Analyst 2015 - 2016
This contract role originally was to document the financial process for the advertising revenue
collection by the content management department. However I discovered that the process needed
remediation to ensure the end to end business process functioned correctly. To this end I developed
a form (in Excel) to engender that result, (also document, then test and train the users). The results
were so successful I was asked to stay on and create booking forms for On-air and Online as well.
Responsibilities/Deliverables:
 Analyse the financial management processes, looking for where they could be
streamlined and made to work seamlessly with finance, R&O and sales. I did this in
collaboration with the users to ensure that the businesses needs were captured as well
as delivering the required clarity in financial transactions
 Created the ‘Content Solutions Job Cost Estimate’ form which enabled the users
to centralise all the information needed to correctly supply and bill customers,
also giving the Sales GM a clear view of costs. This form also simplified and
standardised information for the team with built in formulas and structured data
selection.
 Documented the new process, and form and created an easy to follow training
manual.
 Developed booking forms for Online and On-air sales executives which
standardised information.
SNAPSHOT
Company:
TVNZ is New Zealand’s
leading broadcasting
company
Reported to:
GM Finance
Position Summary:
Process analyst and
business analyst
Vodafone NZ Ltd, Auckland
Enterprise Sales Support Specialist 2012 - 2014
This technical analyst role saw me supporting the Sales and Service functions to increase revenue,
maximise profitability and minimize customer churn. I was responsible for producing reports, data
analysis, testing and process analysis to ensure that products and services were correctly ordered
and delivered to business customers in a timely manner, and that they were appropriately
maintained and billed.
I was the operational business analyst for any projects that affected operational changes, this
included multiple billing migrations, new to market products, desktop upgrades, and a new CRM
implementation.
Responsibilities/Deliverables:
 Instituted an internal proforma replacement report enabling the company to stop
using an external data mail company, saving costs and time as internal staff were
able to critique billing as soon as it had been applied.
 Was part of a successful team that implemented a project to enhance the
customer billing experience by improving timeliness and removing unnecessary
touch points, while maintaining quality. This project resulted in a 60% increase of
throughput.
 Worked with the Testing Manager by providing test scenarios to assure business
processes were correctly tested when a billing system was upgraded.
 Developed end to end reporting for order to billing, showing the company where
there were delays, double handling and rejections so the process could be
measured and improved.
 Worked alongside the product specialist to ensure product to market processes
were correct operationally and seamless.
 Worked with the developers to gather requirements for a major billing
migration, this included assisting with the testing requirements and defining the
operational changes necessary for a smooth transition, and being part of the test
SNAPSHOT
Company:
Vodafone is one
of NZ’s largest
telecommunicatio
n companies
Reported to:
Operations
Manager
Position
Summary:
Technical
interface from the
operational
business with the
support
departments.

4. team checking the new system.
 Helped the IT department with the operational business requirements needed to
migrate to a single desktop when Vodafone and Telstraclear merged. This
included detailing all applications needed and what testing criteria they would
need.
 Mapped business processes, and documented changes.
Telstraclear, Auckland
Business Support Analyst 2002 - 2012
I was hired to provide specialist expertise within the Business Sales Support Team,
with a focus on improving efficiency and effectiveness of operations. I was also
responsible for maintaining specialist knowledge on the functions, processes and
system applications within the group and so drive improvements.
Responsibilities/Deliverables:
 I developed and maintain a suite of reports to measure and manage Group
operations and support the sales environment.
 Worked with relevant parties to utilise the reporting suites and identify
opportunities for improvement in terms of service and revenue generation.
 Ensured appropriate analysis was completed so services were maintained
through new implementations such as new product launches, project
deliverables and continuous improvement initiative.
 Instigated a knowledge base, designed and documented process and procedures
and operational manuals based on best practice.
 Set up monthly reporting to align to SLA and KPI requirements.
 Represented the business requirements through a major system integration
SNAPSHOT
Company:
Telstraclear was a
NZ run
telecommunications
company backed by
Telstra in Australia
Reported to:
Sales Support
Manager
Position Summary:
Provide specialist
expertise with the
Business Sales
Support Team to
improve efficiency
and effectiveness of
operations.
Clear Communications Ltd, Auckland
Systems Reporting Administrator 2000–2002
I was appointed to create projects that produced reports from the corporate, sales,
financial and project management systems.
Supported the managerial and administrative staff by maintaining records and
providing data sourced from the various Clear systems.
Provided a point of contact for internal and external queries concerning recorded
data and systems.
Represented sales interests in IT projects to ensure procedures, systems and data
was accessible and appropriate to users’ needs
Responsibilities/Deliverables:
 Instituted changes to application software to enable measurement of churn and
subsequent follow-up of customers churning before completion of contract
 Instigated process improvements to provide sales leads
 Introduced changes to system applications to provide recording and monitoring
of customer contract details and automatic notification of renewals
 Succeeded in running all commissions reporting back in house (saving external
cost of $1500 monthly)
 Supervised training schedules for all Sales users on IT systems
 Attended customer meetings and reported on monthly results.
 Establishment of proper process and procedures.
SNAPSHOT
Company:
Clear
Communications
was a leading
telecommunications
company
Reported to:
Sales Manager
Position Summary:
Provide specialist
expertise with the
Business Sales Team
covering the
technical
requirements of the
business.

5. REFERENCES
Supplied on request
CONTACT
Anne-Marie de Jong amdejong100@hotmail.com
Telephone +64 297711333