Maria F.
IT Business Analyst / Requirements Engineer
Experience
Jun 2022 - Jul 2025
3 years 2 monthsVienna, Austria
IT Business Analyst / Requirements Engineer
A1 Austria
- Project & process management, business analysis, IT business analysis, product analysis, agile development
- Requirements specification and project documentation production
- Business process modeling (BPMN) for 'As Is' and 'To Be' models
- Software optimization including UX, UI, and software behavior
- Identified gaps and process imperfections in the interconnection and MVNO wholesale billing process through analysis of CDRs, mediation mapping, call scenarios, trunk tickets, SLAs, and billing logic
- Created requirements specification for the new wholesale billing system for A1 EU business in Austria, Slovenia, Serbia, and North Macedonia by analyzing specific company needs and identifying missing functionalities
- Developed IT scoping document for the Open Access Network wholesale partner management system RFP by gathering business requirements and specifying future system features
- Expanded functionalities of the OAN address verification and upload system, reducing upload errors from 20% to 2% and creating requirements for future automation
- Digitized wholesale products in Salesforce CPQ, improved wholesale offer and order management, and optimized the CPQ application by analyzing UX, UI, and functionality issues
- Automated the wholesale products ordering process between SAP ERP and other sales applications and optimized product setup, including mapping product information across systems and testing implementation
Jul 2021 - Jan 2022
7 monthsDallas, United States
IT Business Analyst / Requirements Engineer
Deep Consulting Solutions
- Business analysis, IT business analysis, customer requirements analysis, and market analysis in agile development context
- Business process modeling (BPMN) for 'As Is' and 'To Be' models, process automation, and solutions delivery
- Requirements specification and project documentation production, including software requirements
- Software optimization for UX, UI, and software behavior, plus ERP software implementation
- Enabled full automation of service delivery and production company operations by developing business models for custom ERP software
- Participated in made-to-measure ERP and mobile application development, collaborating with IT teams to create practical, high-quality UI and UX
Jan 2020 - Dec 2020
1 yearRimavská Sobota, Slovakia
Business Operations Consultant
FERMOS
- Analyzed company building usage and potential for various business purposes
- Defined optimization options for building space
- Handled project documentation including building permits and project plans
- Conducted resource planning
- Coordinated with authorities on legal regulations
- Cooperated with building owner to deliver expected outcomes
Jul 2019 - Dec 2019
6 monthsLuxembourg
Business Analyst – Process Outsourcing & Optimization
Vistra
- Conducted business operations analysis and requirements specification
- Modeled business processes (BPMN) for 'As Is' and 'To Be' scenarios
- Designed outsourcing solutions for accounting and secretarial processes
- Reduced day-to-day business operation expenses and enabled outsourcing implementation by identifying resources, responsibilities, and business practices and redesigning processes
Jan 2019 - Jun 2019
6 monthsRimavská Sobota, Slovakia
Business Analyst / Consultant
FERMOS
- Restructured a long-standing family business by creating a new target business model through identification of resources, responsibilities, and practices
- Enabled better management of day-to-day operations and reduced order errors by 30%
- Improved customer experience by collaborating with IT professionals to deliver a software-based solution for customer and project information management
Jul 2015 - Dec 2017
2 years 6 monthsLuxembourg
Senior IT Business Analyst / Project Manager
JOIN Experience, S.A
- Performed business analysis, costs and expenses analysis, and IT business analysis
- Managed departmental, company, and third-party projects
- Modeled business processes (BPMN) for 'As Is' and 'To Be' scenarios
- Optimized software UX, UI, and behavior
- Conducted integration analysis, solution architecture design, agile development, and solution implementation
- Produced requirements specifications and project documentation
- Analyzed market and customer behavior and developed customer service
- Managed a cross-divisional team of 30 employees and vendors
- Developed a monthly mass billing solution that reduced invoice production expenses by €250,000 annually, cut call center billing period call rates by 50%, and enhanced sales through a multilingual invoice document using Jiway OMS Mozaik software
- Subcontracted and set up a new mass printing provider, reducing printing expenses by 40%, solving undelivered post issues, and providing high-quality prints
- Automated document production with Jiway OMS, eliminating a contact center backlog, reducing personnel expenses by 100%, and cutting production and delivery time by 95%
- Optimized the Impressio CRM application, halving customer onboarding time and improving UX, UI, and customer experience
Feb 2012 - Jul 2015
3 years 6 monthsLuxembourg
Business Analyst – Billing & Revenue Optimization Projects
UPC DTH
- Managed billing and collection activities and supported process management
- Conducted business analysis, cost and expense analysis, and project management for departmental, company, and corporate projects
- Modeled business processes (BPMN) for 'As Is' and 'To Be' scenarios
- Optimized software UX, UI, and behavior
- Performed market and customer behavior analysis and developed customer service
- Produced requirements specifications and project documentation
- Managed a cross-divisional team of 20 employees and vendors and created training materials
- Developed a new billing and collection process, reducing unpaid invoices by 50% and 30% in two markets, cutting call center billing period call rates by 30%, and decreasing related personnel expenses by 90% through automated SMS, voicemail, and email communications
- Analyzed and optimized Wizard CRM to automate billing features, reducing manual work and pre-bill run processing time
- Optimized revenue share calculation logic to save €400,000 annually
- Implemented automated customer communication to reduce monthly personnel expenses by 40%, cut production and delivery time, and enhance customer experience
Jul 2010 - Jan 2012
1 year 7 monthsBratislava, Slovakia
Billing & Collection Operations Support
Competence Call Center, Ltd.
- Supported billing and collection for the UPC DTH telco project
- Managed billing and collection reporting, issue logs, and activities
- Created training materials and delivered trainings
- Managed billing and collection processes, requirements specification, and procedures setup
- Coordinated billing operations and managed the team
Summary
IT Business Analyst & Requirements Engineer, with 15 years of experience in Business Operations restructuring through automation or software optimization, enabling companies to run their operations effectively while providing the best services to their customers.
Leading and delivering projects for companies from Telco, Customer Care, Finance, Healthcare, and Production Industries, oriented on markets of Austria, Luxembourg, Belgium, Slovakia, Czech Republic, USA and Bahamas.
Languages
Slovak
NativeCzech
AdvancedGerman
AdvancedEnglish
AdvancedEducation
Oct 2013 - Jun 2015
Brno International Business School
MSc Business Management · Business Management · Brno, Czech Republic
Oct 2010 - Jun 2013
University of Central Europe in Skalica
Bc International Relations · International Relations · Skalica, Slovakia
Certifications & licenses
Management of Risk Foundation & Practitioner Level
Prince 2 Foundation Level
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