Core Capabilities

• Connects operational activities to organisational objectives, considers longer-term ramifications and systematically analyses customer, business, technical, privacy and delivery evidence to develop practical options.

• Establishes clear priorities, responsibilities and timeframes; marshals professional expertise; steers work through uncertainty; and maintains focus on quality, closure and intended outcomes.

• Nurtures internal and external stakeholder relationships, facilitates cooperation across organisational boundaries and integrates diverse perspectives to secure shared outcomes.

• Acts professionally and impartially, provides frank and evidence-based advice, engages constructively with risk and takes personal responsibility for progressing work.

• Presents complex issues clearly, listens and adapts to the audience, anticipates stakeholder concerns and negotiates persuasively to achieve mutually beneficial outcomes.

• Delegates meaningful work with clear parameters, agrees expectations, provides timely and constructive feedback and creates opportunities that build individual and organisational capability.

• Translates business and customer needs into scalable requirements, analytics specifications, traceability, testing approaches, governance controls and release-readiness decisions.

• Coordinates concurrent initiatives, manages dependencies and changing priorities, monitors performance and risk, and adjusts delivery approaches to sustain progress.

• Applies Google Analytics, Tealeaf and Adobe Customer Journey Analytics to identify customer pain points, evaluate service performance and provide actionable recommendations.

• Reviews performance, embeds reusable approaches, shares learning and supports recruitment, onboarding, knowledge transfer and cross-team collaboration.

Professional Experience

Services Australia | Adelaide

Senior Systems Analyst

Oct 2024 – Present

• Designed four reusable CJA data models for DVA MyService Application across claims, tasks, Change of Circumstance and documents, reducing 85 potential specifications to 13, covering approximately 90 per cent of 85 features and addressing all 144 acceptance criteria of the BRS.

• While performing THD as an EL1 Assistant Director and Solution Design Manager, led team workflow and delivery planning by setting priorities, assigning accountable owners, managing capacity and establishing escalation paths and contingencies. Sustained sprint completion above 80 per cent, improved visibility of risks and milestones, and strengthened testing and release readiness.

• Led requirements analysis for the Transaction Linking ID solution, translating complex cross-session data, architecture, persistence and privacy issues into acceptance criteria and implementation rules. Coordinated DVA, Services Australia and Adobe specialists to establish documented requirements and a pathway for solution design, privacy assurance and proof of concept.

• Oversaw Experience Analytics delivery across scope definition, costing, solution design, build, system integration testing, user acceptance testing, release and monitoring for Consistent Reimbursements and other MyService enhancements. Managed work allocation, quality, risks, dependencies and deliverables to support implementation, release readiness and intended business outcomes.

• During EL1 THD, developed staff capability by delegating requirements, specification and testing work with clear expectations, guidance and constructive feedback. Enabled a university placement student to develop and present a data collection specification to internal and DVA stakeholders, demonstrating increased capability and confidence; also contributed to onboarding and recruitment activities.

• While performing EL1 THD and undertaking line-management responsibilities, exercised independent judgement on sensitive people, management and delivery matters. Applied policy, the Enterprise Agreement, procedural fairness and specialist HR advice; maintained objective records; and provided frank, evidence-based advice that supported timely, defensible decisions while balancing employee wellbeing, privacy and operational requirements.

Systems Analyst

Feb 2023 – Sep 2024

• Analysed complex business and customer needs and translated them into clear solution documentation and analytics specifications, strengthening implementation readiness, traceability and reporting consistency.

• Developed dashboards and analysed customer journeys using Adobe Customer Journey Analytics, connecting user behaviour with service objectives and evidence-based improvement recommendations.

• Facilitated cooperation across business, testing, development and delivery teams by integrating different perspectives, clarifying responsibilities and aligning outcomes through implementation and validation.

• Acted on feedback and development opportunities to progress from testing into systems analysis, analytics design, stakeholder engagement and delivery coordination, broadening judgement, adaptability and leadership capability.

• Planned and executed system integration, user acceptance and build verification testing; communicated defects and emerging risks to support timely decisions and reliable releases.

Flinders University | Adelaide

IAM Graduate Intern

Aug 2022 – Dec 2022

• Supported Okta integration with Active Directory, LDAP, single sign-on, multifactor authentication and Microsoft 365, strengthening secure access across university systems.

• Supported identity lifecycle automation and resolved provisioning and access issues, improving operational efficiency and service reliability.

• Executed integration, regression and system testing for identity-service changes, identifying risks and supporting quality assurance before release.

• Worked with university stakeholders to clarify IAM requirements and incorporate user and operational needs into service enhancements.