ICT Business Analyst
TrEd College
Sep 2023 – Present · Sydney, Australia
- Managed and supported the College’s Learning Management System (LMS) and digital platforms across three campuses, ensuring reliable day-to-day operations for 1,500+ students and staff.
- Delivered first-line IT support, resolving 40–60+ technical tickets per month related to login access, user accounts, system usage, and digital learning tools.
- Worked closely with stakeholders to gather business requirements and identify opportunities to improve system processes, user experience, and operational efficiency.
- Supported the enhancement of the digital learning experience by addressing platform issues, improving workflows, and assisting users with online learning systems.
- Managed the content administration and maintenance of the LMS, ensuring learning materials, resources, and course content were accurate, accessible, and up to date.
- Bridged communication between end users and technical teams to ensure business needs were accurately translated into practical system improvements.
- Developed user documentation and provided guidance to promote effective adoption of digital platforms and services, helping reduce repeat support requests.
- Prepared quarterly process and performance reports covering ongoing activities, process changes, workflow improvements, and system updates, using DFD diagrams to clearly present and analyze business processes.