OTIS MENSAH
Kent
Summary
Senior Business Analyst with 10+ years of experience delivering CRM, ERP, and process transformation solutions across healthcare, telecoms, real estate, and automotive industries. Adept at leveraging Microsoft Dynamics 365, NAV, and Salesforce to drive efficiency, streamline workflows, and enhance financial reporting. Proven ability to engage stakeholders, align technology with strategic objectives, and deliver measurable impact.
Overview
12
12
years of professional experience
Work history
Senior Business Analyst
NHS
London
2024.07 - 2025.05
- Led end-to-end process mapping (AS-IS/TO-BE) across patient care and inventory operations, identifying automation opportunities and operational inefficiencies.
- Created detailed user stories and acceptance criteria in JIRA, translating stakeholder requirements into sprint-ready artefacts.
- Managed JIRA board management, ensuring backlog hygiene, prioritisation, and sprint planning readiness alongside delivery leads.
- Applied chunking techniques to dissect large requirements into actionable and estimable stories, improving sprint velocity.
- Led backlog grooming and sprint planning, aligning development with product vision.
- Used Confluence to maintain documentation, requirement traceability, and team knowledge base.
Senior Business Analyst
Land Securities
London
2023.10 - 2024.06
- Documented digital asset data flows and lifecycle processes, mapping AS-IS/TO-BE workflows to streamline management similar to managing creative content and CMS assets.
- Captured both functional and non-functional requirements from data and tech teams for strategic asset planning and audits.
- Collaborated with internal teams to improve data visibility across platforms, supporting integration with reporting and content tools.
- Documented workplace system inventories and led stakeholder engagement to modernise user access flows using Active Directory policies.
- Conducted gap analysis and data validation using SQL to reconcile legacy data with modern platform structures (SAP-style readiness).
Senior Business Process Analyst
Specsavers
Whiteley, Hampshire
2022.04 - 2023.09
- Led requirement elicitation sessions with product, UX, and dev teams to define user stories and acceptance criteria for ERP and CRM enhancements.
- Facilitated cross-functional workshops to map AS-IS/TO-BE processes and break down complex features into manageable backlog items.
- Contributed to continuous improvement initiatives by analysing retrospective feedback and implementing process changes to improve sprint effectiveness.
- Supported the Product Owner by maintaining backlogs, reviewing user stories for completeness, and ensuring business value delivery.
- Designed BPMN process flows and wireframes to support clarity in delivery expectations.
- Maintained Confluence-based documentation hub for requirements, decisions, and process models.
Digital Business Analyst
BT
London
2021.10 - 2022.03
- Uterlised Behaviour-Driven Development (BDD) to create user stories that influenced front-end creative campaigns and customer retention flows.
- Facilitated sessions across operational and product teams to align on data usage and fulfilment KPIs.
- Collaborated with infrastructure teams to support device lifecycle improvements, helping lay the groundwork for Windows OS upgrades.
- Created digital prototypes and wireframes for content journey mapping, supporting product and marketing teams.
- Collaborated with UX/UI and creative teams to validate implementation of new functionalities.
- Maintained alignment between business needs and tech delivery, escalating roadblocks to technical leads.
Senior Business Analyst
Mercedes-Benz
Milton Keynes
2021.05 - 2021.09
- Documented integration requirements and created functional specs that supported the project.
- Worked with developers and UX designers to ensure backlog items aligned with strategic customer experience and supply chain priorities.
- Documented Omni-Channel user journeys for customer service and logistics workflows, contributing to CRM-SAP integration readiness.
- Delivered AS-IS and TO-BE documentation, aligning future state business processes with customer experience objectives.
- Delivered process maps for content production and review cycles, facilitating GenAI-like automation planning.
Senior Business Analyst
Volkswagen
Milton Keynes
2020.11 - 2021.04
- Enhanced customer retention by implementing a KPI tracking tool, providing visibility into customer feedback and service delivery performance.
- Collaborated with stakeholders across legal and marketing to streamline approval workflows and automate creative content delivery processes.
- Conducted detailed process documentation and worked with cross-functional teams on data requirements.
- Redefined finance workflows through stakeholder workshops and desktop modernization initiatives, improving compliance and data access in a regulated environment.
- Supported integration testing and reporting logic validation for new SAP-aligned dashboards.
Senior Business Analyst
NHSP
London
2020.05 - 2020.10
- Supported the DXP platform rollout for HR and rostering systems with mobile and cloud access, in preparation for the Microsoft Intune rollout.
- Created and maintained requirement traceability matrices (RTMS), aligning user stories to functional needs.
- Led business process mapping for HR and scheduling platforms, delivering improvement roadmaps and system enhancement proposals.
- Conducted demand intake sessions and refined user needs into product-aligned backlog items with clear prioritisation.
- Engaged with technical architects to ensure the new centralised platform supported mobile-first design and modern endpoint management.
Business Analyst
Network Rail
Milton Keynes
2018.01 - 2020.03
- Conducted full-scale mapping of field engineers device usage, supporting upgrades of rugged Windows-based tablets in remote environments.
- Documented current and future state of supply chain processes during Oracle upgrades.
- Partnered with tech teams to align systems with upcoming Active Directory upgrades and support device imaging and automation policies.
- Produced documentation and support plans for mobile-first solutions in a national infrastructure context.
- Defined front-end experience enhancements with UX/UI designers similar to improving customer-facing CMS features.
Business Analyst Supply Chain
BMG Rights Management Services
London
2015.03 - 2016.12
Business Analyst
Cargiant
London
2014.02 - 2015.01
Junior Digital Business Analyst
O2 Telefonica
Slough
2013.07 - 2014.01
Education
BA (Honours) - Business Marketing & Studies
UEL
HND - Music Business
Institute of Contemporary Music Performance
Skills
- Microsoft Dynamics 365
- Agile
- Workshop Facilitation
- Stakeholder Management
- JIRA
- BPMN
- Salesforce
- E-Commerce software proficiency
- Workflow Automation
- Cross-functional Collaboration
- UAT
- Business process reengineering
- Microsoft Visio
- Data repositories
Timeline
Senior Business Analyst
NHS
2024.07 - 2025.05
Senior Business Analyst
Land Securities
2023.10 - 2024.06
Senior Business Process Analyst
Specsavers
2022.04 - 2023.09
Digital Business Analyst
BT
2021.10 - 2022.03
Senior Business Analyst
Mercedes-Benz
2021.05 - 2021.09
Senior Business Analyst
Volkswagen
2020.11 - 2021.04
Senior Business Analyst
NHSP
2020.05 - 2020.10
Business Analyst
Network Rail
2018.01 - 2020.03
Business Analyst Supply Chain
BMG Rights Management Services
2015.03 - 2016.12
Business Analyst
Cargiant
2014.02 - 2015.01
Junior Digital Business Analyst
O2 Telefonica
2013.07 - 2014.01
HND - Music Business
Institute of Contemporary Music Performance
BA (Honours) - Business Marketing & Studies
UEL