Toronto, Ontario, Canada
• Acted as liaison between business and technical teams to gather, document, and translate complex requirements into functional specifications for high-impact infrastructure initiatives. • Designed and documented end-to-end business processes and system workflows using Microsoft Visio, supporting solution development and impact assessment across IT and operations. • Developed a comprehensive customer journey roadmap, using Miro, for a significant infrastructure modernization project, affecting all 1.4 million Hydro One customers. • Served as UAT test lead, creating detailed test plans, scripts, and acceptance criteria using Excel and ALM, and coordinated test execution with business stakeholders to validate expected system functionality. • Provided onboarding and training to new analysts, developing knowledge base articles and walkthroughs on toolsets and project methodology.