08/05/2026 updated

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IT BUSINESS ANALYST, BUSINESS ANALYST, BUSINESS PROCESS SPECIALIST, REQUIREMENTS ENGINEER

Hrnčiarske Zalužany, Slovakia
Worldwide
MSc Business Management
Hrnčiarske Zalužany, Slovakia
Worldwide
MSc Business Management

Profile attachments

CV, Maria Ferletak Hazasova.pdf
Lebenslauf, Maria Ferletak Hazasova.pdf

Documentation of the ProcessesAgile MethodologyAnalytical ProceduresAtlassian ConfluenceAtlassian JiraAutomationTelecommunicationsBusiness Process Model and NotationBusiness ProcessesBusiness Process ModelingBusiness Process AutomationBusiness Process ImprovementBusiness Process OutsourcingBusiness RequirementsCustomer ExperienceServicio al ClienteInformation Technology ConsultingConsultingCustomer AnalyticsCustomer SatisfactionCustomer Communications ManagementFinancesProject ManagementSAP ERPProduct Requirement DocumentsProject AssuranceQuality ManagementRecruitment Process OutsourcingRequirements AnalysisRequirements EngineeringRequirements ManagementRestructuringSalesforce.ComStakeholder ManagementWholesale BankingLegal Process OutsourcingSalesforce Sales CloudProject Delivery
IT Business Analyst, Requirements Engineer & Project Manager, with 15 years of experience in Business Operations restructuring, through process 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.

Experience

Professional experience10+ years
Freelancer since2019

Languages

GermanFluentEnglishFluentSlovakNative speakerCzechFluent

Project history

IT BUSINESS ANALYST

A1 Austria

Telecommunications

1000-5000 team member

Subcontracted by Today Experts
  • Project Management, Business analysis, IT Business analysis
  • Requirements specification, Project documentation production
  • Process analysis, process development, process architecture, solutions delivery
  • UX, UI & software functionality analysis & optimization, new software functionality implementation

INTERCONNECTION & MVNO BILLING OPTIMIZATION
  • Identification of issues in the Wholesale Billing Process
Identifying gaps and process imperfections between Core, Mediation & Billing departments, through analysis of core CDRs (Call Detail Records), mediation mapping, call scenarios, trunk tickets, SLAs and billing logic, to determine the cause of data processing problems.

NEW WHOLESALE BILLING REQUIREMENTS SPECIFICATION
  • Creating requirement specification used as a base for development and implementation of the new Wholesale Billing system for A1 EU business in Austria, Slovenia, Serbia and the Northern Republic of Macedonia
Analyzing the specific needs of each company in connection with Wholesale Billing. Identification of the missing functionalities of the existing system that lead to workarounds and manual effort.

OPEN ACCESS NETWORK - WHOLEBUY PARTNER MANAGEMENT SYSTEM REQUIREMENTS
  • Creating IT scoping document which served as the basis for the RFP (Request for Proposal) used for selecting the future application provider of the new Wholebuy Partner Management system for A1 Austria's Open Access Network
Analyzing and gathering business requirements from various business departments, and specifying the needed features and functionalities of the future Partner Management system.

OPEN ACCESS NETWORK – ADDRESS UPLOAD AUTOMATION
  • Expending functionalities of the address verification & upload system
  • Reducing system address upload error from 20% to 2% of all addresses
  • Creating address upload requirements serving as the base for future address upload automation
Analyzing OAN addresses collection conditions, analyzing the data quality of address files and identifying gaps in the current process.

CPQ PROJEKT
  • Digitization of Wholesale products
  • Optimization of the CPQ Wholesale sale application
Identifying functionality issues and product implementation faults through analyzing the UX, UI and application functionalities. Implementation of correct behavior, in cooperation with Users, System Architects and Designers.

AUDI PROJECT
  • Automation of Wholesale products ordering process, between SAP ERP and other sales applications
  • Optimization of the Wholesale sales products set-up
Analyzing Wholesale products logic, identifying product information that needs to be transmitted due to processing needs and creating correct mapping between different applications, to enable automation of Ordering Processes. Testing & implementation of the solution.

BUSINESS ANALYST

Deep Consulting Solutions

Other

10-50 team member

* Business analysis, IT Business analysis
* Process analysis, process development, process architecture, process automation, solutions delivery
* Requirements specification, Project documentation production, creating software requirements
* UX, UI & software functionality analysis & optimization, ERP Software implementation


OPTIMIZATION AND AUTOMATION OF BUSINESS PROCESS OPERATIONS
* Enabling full automation of business operations of service delivery and production companies
By developing business models which served as bases for made to measure ERP software

COOPERATION ON MADE TO MEASURE ERP SOFTWARE DEVELOPMENT
* Delivering a made to measure ERP software enabling
By participation on software development & implementation, together with IT team on creating a practical and
high-quality UI & UX

BUSINESS ANALYST

FERMOS

Industry & Mechanical Engineering

< 10 team member

  • Analysing the Business company building and understanding the potential
  • Defining the options and optimizing the building space for various business purposes 
  • Handling Project Documentation – architecture plans, building permits, project plans
  • Cooperation with the architect on delivering changes in the building structure
  • Coordination with Construction Companies on providing resources, planning construction work, and delivery
  • Coordination with Authorities on Legal Regulations
  • Cooperation with building Owner on delivering expected outcome

BUSINESS PROCESS CONSULTANT

Vistra

Banking & Financial Services

1000-5000 team member

Subcontracted by TestQ Technologies
* Business analysis
* Process analysis, development, process architecture, solutions delivery, process implementation
* Requirement specification

OUTSOURCING OF ACCOUNTING AND SECRETARIAL PROCESSES
* Reducing expenses on day-to-day business operations
* Enabling Accounting and Secretarial processes outsourcing
* Cooperation on implementing business procedures in the Outsourcing Companies
By identification of resources, responsibilities, and business practices & designing improved business processes
through business process reconstruction

BUSINESS OPERATIONS ANALYST

FERMOS

Industry & Mechanical Engineering

< 10 team member

RESTRUCTURING A FAMILY BUSINESS WITH A LONG YEAR HISTORY
* Enabling better management of day-to-day business operations
* Reducing errors in orders by 30%
* Providing better customer experience
By creating a new target business model through identification of resources, responsibilities, and business practices.
Cooperation with IT Professional on delivering a proper software-based solution that solved Customer and Project
information related issues, enabled improving operations, and provided control to the business owner. Participation
on testing & implementation.

BUSINESS & BILLING SYSTEMS ANALYST

JOIN Experience, S.A

Telecommunications

50-250 team member

* Business analysis, IT Business analysis
* Project management - departmental, company and 3rd party company projects
* Process analysis, process development, process architecture, solutions delivery
* UX, UI & software functionality analysis & optimization, OMS / CRM Software implementation
* Customer Service development
* Requirements specification, Project documentation production
* Team management of a cross-divisional team of 30 people - company employees & vendors
* Creating training materials, providing trainings

DEVELOPMENT OF A MONTHLY MASS BILLING SOLUTION
* Reducing expenses for invoice production by 250.000 Euro annually
* Reducing monthly call rate of the Call Center during billing period by 50%
* Enhancing sales
By creating & digitalizing a new multilingual invoice document providing clients with clear explanation of services
used & billed, and company with a marketing tool, using a Jiway OMS Mozaik software to deliver a technically
dynamic design enabling it to be adjustable to rapidly changing business needs

SUBCONTRACTING AND SET-UP OF A NEW MASS PRINTING PROVIDOR
* Dropping 40% in company printing expenses
* Solving undelivered post issues
* Providing customers with high quality print documents
By subcontracting a new print provider

IMPLEMENTATION OF DOCUMENT PRODUCTION AUTOMATION
* Reducing monthly expenses spent on personnel by 100%
* Removing document production backlog of the Contact Center, causing displeasure of Clients and increase of
overtime expenses
* Reducing production and delivery time by 95%
By automating all customer relations document production, using a Jiway OMS software for creating dynamic
document layouts & enabling high number document production in seconds, directly triggering an automated
printing process through ftp connection to the print house.

OPTIMIZATION OF THE IMPRESSIO CRM APPLICATION
* Dropping the customer onboarding time by 50%
* Providing a positive UX, UI and Customer Experience
By restructuring of the Customer onboarding process & software application interface

BILLING & COLLECTION SPECIALIST, BUSINESS PROCESS ANALYST

UPC DTH

Telecommunications

10-50 team member

* Business analysis, IT Business analysis, Customer behavior analysis
* Project management - departmental, company and corporate projects
* Process analysis, process development, process architecture, solutions delivery
* UX, UI & software functionality analysis & optimization, new software functionality implementation
* Customer Service development
* Requirements specification, Project documentation production
* Team management of a cross-divisional team of 20 people - company employees & vendors
* Creating training materials, providing trainings
* Managing Bill Run activities, Collection activities, Billing & Collection processes, and reporting
* Departmental Budget Calculation

DEVELOPMENT OF A NEW BILLING & COLLECTION PROCESS
* Reducing the number of unpaid invoices on 2 different markets by 50% & 30%
* Reducing monthly call rate of the Call Center during billing period by 30%
* Reducing expenses spent on Call Center personnel related to collection process by 90%
By creating a new billing & collection process with automated communication features (SMS, voicemail, email) and
integration of new communication logic

DEVELOPMENT AND IMPLEMENTATION OF NEW BILLING FEATURES IN WIZARD CRM
* Reducing manual work on processing of billing procedures
* Reducing time on processing billing procedures before bill run
By analyzing & optimizing CRM software used by the Billing & Collection department and Customer Care

REVENUE SHARE CALCULATION OPTIMIZATION
* Reducing annual Revenue Share fees by 400.000 Euro
By analyzing the contractual conditions and changing the logic of revenue share calculation

CUSTOMER COMMUNICATION DEVELOPMENT
* Reducing monthly expenses spent on personnel by 40%
* Reducing production and delivery time
* Creating good customer experience
By implementing new customer communication and developing its automated production

TICKETING SYSTEM DEVELOPMENT
Creating logic, process steps and bases for design for the software

Certificates

Management of Risk

AXELOS

2014

Prince 2 Project Management

APMG International

2013

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