I am a self-motivated, creative Information Advisor with more than ten years of content management and technical writing experience, specialising in digital content with a keen interest in user experience.

 

I am experienced in writing and publishing content for ANZ's Internal Internet (Max) and managing the Business Information content management system as a technical expert, mentor and advisor.

PROFESSIONAL COMPETENCIES

  • Incisive Communicator: Has outstanding listening, questioning, facilitation and presenting skills and excellent experience working between Users and IT specialists
  • Technical Writer / Editor: Brings extensive experience as a writer / editor of business information, designer of web materials, and Manager of outputs to ensure they effectively inform, persuade, and advise. Particular strengths in:
    • Content Architecture
    • Consistent Styles and Standards
    • Governance
    • Graphic Design
    • Digital Media
  • Stakeholder Engagement: Proven success fostering engagement with Users, IT Professionals and Managers as an Business Process Analyst, Writer, Facilitator and Senior Advisor
  • Analyst: Offers extensive experience of researching a wide variety of business processes and procedures, drafting and editing communications, managing tight deadlines, and delivering consistency and quality
  • Mentor & Facilitator: A patient and people-focused coach, mentor and facilitator who can pitch training, presentations and materials to audience need using accessible language
  • Project Contributor: Offers strong experience supporting users and IT specialists at all stages of a new systems development from concept, design and specification to testing, documentation and staff training
  • Team Worker: Identifies strategic risk and opportunities, shares a positive vision, fosters involvement, and develops team capability as a mentor and coach
  • IT Application User: Confident user of MS Windows, Office Suite of Applications, MS Project, Visio and a range of Content Publishing and graphic / web design tools:
    • Microsoft Content Management Server (MCMS)
    • SharePoint 2010 (including editing ANZ Max Intranet)
    • SupportPoint Cloud (Panviva)
    • KnowHow (Knosys)
    • Author IT
    • Net It Central
    • Adobe Design Tools (XD, Muse, Dreamweaver, PhotoShop, Illustrator and InDesign)

 

 

Provided service delivery leadership through technical writing and content quality leadership as Business Information Advisor for Business Improvement within ANZ New Zealand. Notable projects and contributions include:

  • Managed the migration and decommission project of Business Information (BI) to Know How – both business and technical aspects across all areas of the bank. Ensuring content was migrated to KnowHow; we turned off content over a six-month period (15 sites, over 9,000 pages in total).
  • Devised procedure tracking systems, provided advice and supported updating process documentation for Deposits Remediation Project (2016)
  • Developed a Dashboard Tool to support implementation of ‘Finance Charging Model’ as a core component of the BI Time Tracking Project (2016)
  • Contributed to NZ Simplification Project (amalgamating ANZ and National Bank systems) by ensuring Business Information was ready for ‘Go Live’ (2013)
  • Developed “10 things you need to know about Business Information” and a Change Pack distributed to 60 Change Champions business wide (2013)
  • Oversaw development of Business Information Design Architecture related to migration of content to Business Information (CTSC Division, Branch network) (2009/2010)
  • Developed the concept artwork for CTSC ‘Way Forward’ promotion and updated content of CTSC Max pages (ANZ Intranet) for transition to ANZ National Bank Bridging Intranet site
  • Gained excellent professional development in Information Architecture, Information Mapping, Process Documentation and Technical Writing across my ANZ career (see details on page 3 below)
  • Gained Diploma of Website Design from Natcoll Design Technology (Yoobee Design School)

MILESTONES

attributes

  • A leader who creates a positive atmosphere and draws the team together
  • A people-focused associate or manager with a personable and professional style
  • A facilitator with naturally strong people skills
  • Brings creative vision and strategic view with unique perspective
  • Manages significant projects from start to finish
  • Adopts an adaptable and flexible style to meeting new challenges
  • Is known for motivating, mentoring and inspiring others

 

 

career

ANZ New Zealand, Wellington  Jun. 1996 – present

  • Business Improvement, Enterprise Services Delivery – Business Information Advisor (Feb. 2006 – present)
    • Manage and support the publishing process for the online process and procedure repository Business Information
    • Reviewing and refining Business Information content and structure to support the delivery of a great user experience
    • Designing, developing and delivering content architecture, solutions, governance and supporting materials in the online Business Information
    • Managing delivery of consistency of ‘Business Information’ by defining governance of ‘Styles and Standards’ for content
    • Providing support to offshore Analysts of Business Information content to ensure consistent quality
    • Advising ANZ staff of effective solutions for managing their Business Information content
    • Enhancing customer experience through technical leadership in the consolidation, delivery and migration of applications and processes business-wide
    • Leading continuous improvement of Business Information through the identification, documentation, testing and release of technical improvements
    • Provide Business Units visibility of the current state of their process and procedures through monthly usage reporting
  • ANZ Support Services, Customer & Transaction Services Centre (CTSC) – Systems Support Analyst (Aug. 2004 – Feb. 2006)
    • Analysing business needs to understand and document specifications for business issues, functions and processes
    • Designing, building and implementing business solutions
    • Managing the completion of all planning, investigation and implementation of nominated projects
    • Developing project documentation using ANZ National Bank methodology and Process review methodology
    • Building and maintaining internal and external relationships to deliver project objectives
  • TPC New Zealand, Statements & Traces – Team Member (Oct. 2003 – Aug. 2004)
  • TPC New Zealand, Deceased Estates – Team Member (Jul. – Oct. 2003)
  • Payments New Zealand, Operations & Strategy – Secondment (Feb. 2003 – Jul. 2003) (part time while studying)
  • TPC New Zealand, Customer Enquiries – Team Member (Dec.1999 – Feb. 2003)
  • TPC New Zealand, Operations Support Centre – Team Member (Oct.  – Dec. 2003)
  • TPC New Zealand, Dishonours – Team Member (Aug. 1996 – Oct. 2003)
  • TPC New Zealand, ANZ Records Management – Team Member (Jun. – Aug. 1996)

qualifications and training

Diploma of Website Design – Natcoll Design Technology, Yoobee Design School (2004)

NZQA Equivalent to Level 5 Diploma

 

Training

  • Personal Efficiency Program – PEP Worldwide (2015)
  • Adobe Illustrator (Introduction) – Yoobee Design School (2013)
  • Adobe InDesign (Introduction) – Yoobee Design School (2012)
  • Information Mapping (Foundation) – TACTICS Limited (2012)
  • Developing Structured Information for online and paper
  • Documenting Process & Procedure – TACTICS Limited (2008)
  • Information Architecture: Theory and Practice – Donna Spencer (2008)
  • Writing Dynamic Web Pages in JavaScript – Victoria University of Wellington (2007)
  • Writing Effective Procedures – Steve Moss (2006)
  • A Framework for Project Management – PPM Training Limited (2005)

 

 

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