Qasim Jabbar

M.Qasim Jabbar Craigieburn VIC 3064 | M:- E-mail- Career Summary I have broad skills and experience in IT Project Management, Business Analysis & Testing, Business Process optimisation, Digital Customer/User experience (CX/UX), Utilities, Finance, Sales & Marketing, CRM Product campaigns, and Business Transformations areas that I have developed over the last 14 years. Key Skills & Expertise Business Process Analysis Business Analysis Project/Program Management Solutions Design and Architecture Standards and Methodology Tools Techniques As-is Process Maps, Process simulation, To-be Process Map, Process Improvement Implementation, Business Process Management Notation (BPMN 2.0) Defining and scoping a project, Project cost and efforts estimation, Project Management Plan documentation, requirements elicitation, analysis and validation, Business Requirement Documentation, Functional Specification Document, stakeholder communications, and approvals management Reporting Program of Work status to leadership and higher management, Implementing project management controls and processes, Build relationships with Vendors, Suppliers, and Service providers, Creating service level KPIs for Vendors. Vision and architecting the solution. Share and communicate ideas, to executive staff, business sponsors, and technical resources, BPMN 2.0, BABOK 3.0 Waterfall and Agile Methodology, PRINCE2 (all methods used with organisational modifications) MS VISIO, Lucid, Promapp ARIS Express, Miro, MS Project, MS Azure, MS PowerPoint, Excel, Word, JIRA, Confluence, Slack, Yammer Business Process Modelling, Use Case, Workshop, observation, interviewing, Mind Maps, Scenario Analysis, process analysis, workflow analysis, Cost-Benefit Analysis, Strength Weakness Opportunity Threat (SWOT), Prioritisation Techniques, RACI Matrix, Gap Analysis Employment Summary Feb 2024- Present Feb 2022 – Dec 2023 Jul 2021 – Feb 2022 Apr 2020 – Jun 2021 Feb 2019 – Apr 2020 May 2018 –Feb 2019 Oct 2017 – Apr 2018 Jan 2017 – Oct 2017 Jan 2016 – Dec 2016 Sep 2014 – Oct 2015 Nov 2012 – Jun 2014 Mar 2009 – Oct 2012 Page 1 of 6 Senior Business Analyst Senior Business Analyst Senior Business Analyst Product Owner/Senior Business Analyst Project Manager/Business Analyst Senior Business Analyst Senior Agile Business Analyst Senior Business Analyst Senior Agile Business Analyst Senior IT Business Analyst Business Analyst Senior/Business Analyst Jemena Vocus Group Latitude Financial Services TallyIT BlueNRG Western Health Hansen Technologies Itron Australia AGL Energy Australia Citipower and Powercor Computershare Perth Energy Employment History Organisation Jamena (Transmission distribution provider for Electricity and Gas) Feb 2024-Present Senior Business Analyst (Control Room Telephony System Implementation) Responsibilities ● Lead Request for Tender (RFT) process for a critical control room telephony system. ● Assess the current system architecture to identify gaps and requirements for the new solution. ● Explore industry trends and benchmark potential solutions to ensure optimal vendor selection. ● Create a comprehensive business case outlining the new control room telephony system's benefits, risks, and ROI. ● Prepare a phased implementation plan, including risk mitigation strategies and stakeholder engagement. ● Worked cross-functionally to support FIRB compliance, focusing on data sovereignty, access control, and audit readiness. ● Collaborated with architecture and security teams to implement SSO authentication, role-based access control, and data encryption strategies ● Supported risk assessments and documented controls to enhance system reliability and security posture across the platform lifecycle. ● Developed interface requirements for system integrations, ensuring seamless data flow across platforms Key Projects and Involvements:    Lead RFT process for critical control room telephony system Establish an evaluation process between three control rooms business and technical capabilities Analysis and Design Hydrocarbon Accounting Solution (HCA) for Jemena Gas Market. Organisation Vocus Group (Telecom and VOIP services provider) Feb 2022-Dec2023 Senior Business Analyst (WebEx Migration) Responsibilities ● Doing detailed project and scope analysis for business and technical deliverables ● Developing detailed customer journey for migration and Go-To-Market activities ● Working with internal (Product & Marketing, Voice Engineering, Legal and Program delivery), external (service assurance), and Vendor (Cisco) on critical milestones ● Working with vendor (CISCO) and technical team for solution design and implementation. ● Managing end-to-end user, system integration, and process testing. Key Projects and Involvements:   Lead migration of UC1 (Unified communication) to WebEx of 14k customers and go-tomarket activities Provide in depth go-to-market and delivery consultation to launch VOIP telephony products in the market. Organisation Latitude Financial (Financial org. provide interest free product) Jul 2021-Feb2022 Senior Business Analyst (Digital) Page 2 of 6 Responsibilities ● Establish end-to-end customer journey in the Latitude financial app. ● Creating an In-App journey to support UX/UI and customer experience ● Providing recommendations to support contract negotiation with external vendors (Mastercard) and internal teams ● Working with Digital Marketing, Data Science, Data Engineering, and Product owner to design the solution for the best customer experience ● Supporting program manager in effort estimation and resourcing to achieve the project timeline ● ● Establishing a Jira board to support business, technical, and design backlog Keeping the knowledgebase and project resource documentation up to date in confluence Key Projects and Involvements:  Creating In-App customer experience of PCLO (Personalised Linked Offers) from Mastercard. Organisation TallyIT (SaaS service provider for Renewable, Electricity and Gas utilities) Apr 2020-Jun 2021 Product Owner/ Senior Business Analyst Responsibilities ● Enhancing cloud-based SaaS product features for electricity, solar, and batteries clients ● Negotiating competing priorities with client and technical stakeholders for best sprint outcome and managing expectations ● Working closely with development, integration, testing, and UI teams to implement the best industry practices and user experience for SaaS product ● Responding to RFQ/RPQ and OOM (Order of Magnitude) from the client for major initiatives ● Actively participating in Agile ceremonies for backlog grooming, sprint planning, and sprint retros ● Supporting hybrid delivery model to support client and development team ● Writing detailed user stories, acceptance criteria, and definitions of done Key Projects and Involvements:     Enhance Direct Debit (DD) payment method to be PCI complained in storing tokenised credit card detail, integrating with ‘Myaccount’ and Dynamic CRM Lead a major client initiative to enhance the system capability for 3000+ batteries roll out in South Australia and Victoria Enhance the accuracy of Gridlogic billing for battery customers Developed the portal capabilities for a client to encourage ‘individuals’ and ‘whole hub’ participation in the ‘community energy hub’ Organisation BlueNRG Pty Ltd – VIC (Electricity retailer for small to medium size enterprises in VIC) Feb 2019-Apr 2020 Project Manager/ Business Analyst Responsibilities ● Building relationships with IT vendor, Suppliers, and Service providers to ensure on-time delivery of project ● Working with senior management to understand business strategic goals and initiate projects to align with financial and industry standards. ● Implementing industry-standard processes to improve business analysis and project management practices in the business ● Working with Finance, Sales/Marketing, Operations, Pricing, and Compliance teams to optimise business process, reduce the cost to service, increase sales, and achieve continuous improvements in operational excellence. ● Documenting detail WBS, project implementation and execution plans ● Providing a detailed analysis of cost and effort estimation to priorities the program of work ● Facilitating workshops with internal and external stakeholders for requirement elicitations and removing impediments between vendors and suppliers. ● Facilitating UAT and PROD testing between business and external vendors Key Projects and Involvements:    Cost Reduction: Payment reconciliation for service providers (establish an opportunity to save more than 5M per year), Implementation of Network Reconciliation System (Eenergetiq: NBV and Quantifier) Churn Reduction: Complaints Management and Pricing Automation Compliance: Bill Change Notifications, Projects initiated as a result of audit trial (12 initiatives). Page 3 of 6  Process Improvements: Customer Collections, Dunning and Mercantile process Organisation Western Health Services (Provide health services in Western part of Melbourne) May 2018-Feb 2019 Senior Business Analyst Client: Department of Health and Human Services (DHHS), Western Health and Lendlease Responsibilities ● Documenting proposed journey mapping for a patient in Women’s and Children (W&C) hospital ● Documenting the As-Is and To-be process for: • Nurse Call System (Hills), Patient Bed Card System and Duress System ● Establishing requirements for the Integration of Nurse Call System with Bed Call System. ● Creating end-to-end communication processes within all hospitals in Western Health (Five public hospitals in western suburbs) for: • Nurse Call, Switchboard, WIP/PFP Phones (Power Failure Phones), Lift Phone Fault, Fire Phone, BMS (Business Management Services), Call Centres ● Integrating communication process with existing paging (SPOK), Public Annunciator System and Nurse Workstation ● Reviewing vendor documentation on the implementation of solutions ● Establishing requirements for the proposed functionality of the OSCC (OpenScape Call Centre) to meet the W&C (Women’s and Children) Call Centre requirements, this includes: • Routing strategy of call centre • Scoring features to find the best match • Call feature for Call Centre agent ● Establishing requirements to integrate existing Unify system (UC1) call centre with Western Health with proposed CISCO (CUCUM) call centre in W&C Key Projects and Involvements:  State Government initiated a $35mil project to extend the existing facility under Western Health in Sunshine by establishing Joan Kirner Women’s and Children's Hospital and its IT/Telephony system. o Implementation and integration of IT and Telephony communication processes between Western Health and the newly established Joan Kirner Women's and Children's Hospital (JKWCH) Organisation Hansen Technologies (HUB and HUBNet CRM vendor for Utilities and Airport domain) Oct 2017-Apr 2018 Senior Agile Business Analyst Client: Simply Energy Responsibilities ● Creating Functional Change Documents for Client Sign Off ● Creating EPIC, UX, and CX user stories and External Vendors User Stories User Stories ● Facilitating walkthrough changes with UX, Development, and External Vendors ● Estimating of User Stories (Story Points) with developer and testing teams ● Grooming Product Catalogue (Road Map) and Retrospectives ● Manage JIRA Dashboard daily in preparation for stand-ups and to keep performance dashboards up-to-date ● Automating the Business to Market, Business to Business objection handling and Exception Management to reduce the Manual Intervention ● Improving Customer Experience during Customer Renewal (improved customer communication, proactive customer engagement to resolve transfer issues) ● Improving customer Churn Management (providing a choice of offers to the customer, reduce time and cost to serve, Reporting on churn for potential customers, User Experience, and end customer experience) Key Projects and Involvements:  Simply Energy Hansen CIS (HUB Plus) Transformation to Digital (MS Azure - cloud-based solution) capabilities for Customer Services, Retention & Churn, Campaign and Customer Page 4 of 6  Renewal Management Project estimation, functional analysis, and integration with a third party (bank) for CRM implementation to enhance the customer experience (CX) Organisation Itron Australia (US based Software Vendor for managing market transactions in utilities market) Jan 2017-Oct 2017 Senior Business Analyst/ Technical Product Document Writer Client: Citipower and Powercore Responsibilities ● Translating Functional Specifications from users of varying backgrounds and experiences to create a Product Requirements Document. ● Providing constructive feedback to improve Functional Specifications and solution design ● Critically prioritising Product Requirements in line with regulatory and business needs for software release in an iteration, and estimating the effort ● Communicating effectively (in SCRUM environment) with the customer as well as onshore and offshore teams to ensure requirements are clearly articulated and agreed ● Managing the full SDLC lifecycle of the Product Requirement Document, including gaining approvals and resolving points of disagreement, Overseas development, testing, and release. ● Supporting translating the functional document into Technical Requirement documents and Testing artifacts Key Projects and Involvements:   POWER OF CHOICE- Federal Government Reform of Introducing Meter Contestability in the Australian Utility industry Power of Choice is an Australia Energy Markets reform due to Australia Energy Market Commission (AEMC) National Energy Retail Laws and Rule changes impacting South Australia, Tasmania, Victoria, New South Wales, Australian Capital Territory, and Queensland Electricity Markets. Organisation AGL Energy (Tier 1 retailer and Generator for Electricity and Gas in Australia) Jan 2016-Dec2016 Senior Agile Business Analyst/Scrum Master Responsibilities ● Working on end-end customer journey mapping to support the marketing team for launching a new product, improving customer experience and operational excellence. ● Conducting workshops with seven business operations teams to determine the gaps in business and system integration processes ● Work closely with vendors / external contractors to ensure deliverables meet documented specifications ● Conducting sprint planning/retro/Iteration reviews and daily stand-ups ● Implementing best Agile practices in complex and highly interdependent teams across the business. ● Providing training and support to run a project in SAFe (Scaled Agile Framework) Agile framework at Program Increment level Key Projects and Involvements:    Implementing Microsoft Dynamic and Mercury CRM system (MAX) Established a targeted customer based in NSW in GTM (Go to Market) campaign to introduce solar products (Solar panels and Smart meters) Improving end-end processes (Sales-to-Billing and payments) for best customers experience and getting a market edge on the competitors Other Organisations I Worked in:   Senior IT Business Analyst (Sep2014-Oct2015): Citipower and Powercor (Transmission and Distribution services provide for part of Victoria) Business Analyst (Nov2012-Jun2014): Computershare (Provide IT and Operations support Page 5 of 6    services to Electricity and Gas retailers in Australia) Snr. Business Analyst (Mar2009-Oct2012): Perth Energy Co. WA (Commercial, Industrial and Mining retailer for Electricity and Gas in Western Australia) Analyst (Mar2008-Mar2009): Powerdirect Energy Co. VIC (Commercial and Industrial retailer for Electricity and Gas in Victoria) Exception Management Analyst (Simply Energy) (Jul2006-Mar2008): Stellar Asia Pacific, Box Hill, VIC(Provide IT and Operations support services to Electricity and Gas retailers in Australia) Certifications Advanced Product Management and CX, RMIT (2021) Certified Scrum Master (CSM), Scrum Alliance, (2016) Certified Business Analysis Professional (CBAP) – IIBA- In Progress Qualifications &Memberships Graduate Certificate in Project Management, Curtin University-WA, -) Masters of Business Administration, University of Ballarat-VIC, -) Bachelor of Computer Science (Software Engineering), IQRA University-Karachi, (2001 –2004) Reference ● Will be furnished on request Page 6 of 6