Lukman Lama

• Working as the business Analyst on a programme tasked with implementing a hospitality management system. The system was integrated with restaurant CRM, payroll and POS applications
• Facilitating end-to-end delivery of business requirements following an agile and structured approach to construct, trace, prioritize and maximize business value
• Creating functional specification requirements using interviews, questionnaires and document analysis
• Communicating with project managers, subject matter experts and end users to gain in-depth knowledge of defects on the current process
• Managing User Acceptance Testing (UAT) planning, documentation, resolving defects; resulting in a 50% reduction in UAT test cycle time using risk-based testing approach, leading to on-time deployment across all sites
• Preparing comprehensive requirement documentation, categorizing business, user, functional, and non-functional requirements alongside business rules, assumptions, and limitations
• Acting as a liaison between developers and clients, ensuring seamless transmission and understanding of requirements across teams
• Assisting with the creation and maintenance of processes and dataflow mapping in relation to key personal data input and data transformation processes
• Managing the project RAID log, from identification through to mitigation and closure
• Documenting current and future state business processes, analysing gaps, utilizing BPMN methods/tools that effectively communicate the processes and improvement opportunities
• Monitoring, assessing, creating, publishing, and maintaining documentation for any requested changes by the business unit as well as notifying all internal staff of requested changes using Confluence
• Acquiring the knowledge of new applications or operational processes that are targeted to specific business units and sharing that knowledge with the business units through documentation and cross-training

Key achievements

• Successfully implemented a hospitality management system used by millions of customers for inventory, suppliers, orders, and menu costing, payroll, and resource planning
• Successfully integrated Restaurant CRM system that has helps businesses manage customer data, provide personalized services, improve communication and increase sales
• Successfully integrated the business system into one cohesive infrastructure that has offered the ability to enable real-time data sharing

• Worked as the Business Analyst on a digital transformation programme tasked with upgrading multiple customers facing applications across the bank
• The applications include online banking systems and the banks’ customer-facing websites
• Worked on an open banking (PSD2) and digital project tasked with integrating multiple accounts from different financial institutions into one platform which enables customers to share financial information between companies
• Identified stakeholders, eliciting, and translating business and technical requirements into user stories, wireframes, UML diagrams and use cases
• Prepared clear, concise business and API requirements documentation, which made appropriate and effective use of software engineering tools and participated in requirements gathering workshops
• Gathered, analysed, prioritised, and documented functional and non-functional requirements and preparing the As-Is and To-Be process maps
• Acted as Proxy Product Owner, responsible for managing the product backlog and ensuring that items were broken down into more detailed user stories and acceptance criteria
• Maintained high quality project documentation, including approved requirements, use cases, data models, traceability matrices, a RACI matrix and the risks and issues log
• Investigated process failures, mapped business process, designed AS-IS and TO-BE process and ensured that business targets are met by implementing the redesigned business process
• Identified and replicated intricate and inconsistent issues, analysed, and prepared root cause analysis (RCA) reports, found the root cause and fixed them via a proposed solution
• Successfully implemented a suite of digital applications within the bank, which improved user experience and saved the maintenance cost
• Successfully implemented an upgraded version of the online banking platform to align with the open banking requirements
• Developed and published application programmed interface (APIs) used by other financial institutions for presenting customer accounts

• Worked as a Business Analyst on a big transformation programme tasked with migrating millions of customer data from a legacy system to a new bespoke insurance system
• Identified Business and Technical stakeholders, gathering, documenting and managing functional and non-functional requirements for the migration of data from different systems and business areas within the organization
• Analysed complex data structures and schemas to provide actionable insights for CRM optimization
• Extracted, analysed and interpreted data to identify key metrics and transform raw data into meaningful, actionable information for the business
• Identified all data across the different systems and created data dictionary (Data feed) showing the structure of the data and their business uses
• Designed data flow diagrams and models showing the movement of data across systems
• Supported the migration implementation via designing business requirements into functional specifications, data dictionary and data models
• Resolving migration issues, providing required data feeds to the implementation teams, testing customer requirements against migrated data
• Analysed and documented the impact of potential solutions/changes on existing processes and organizational structures
• Defined migration requirement for migrating from the legacy system to the newly development platform
• Implemented user acceptance testing with a focus on documenting defects and executing test cases
• Designed industry standard project documentation, including approved requirements, use cases, swim lane diagrams, data models, process models and risks and issues log

Key achievement

• Successfully migrated millions of existing Customers and business data from a legacy system to a new bespoke system
• Developed Target Operating Model business processes for system readiness and regulatory compliance