January 2025 – Present
Senior Business Analyst / Product Owner
Team Global Express
Led a complex system transition consolidating four legacy platforms across six states into a unified solution, minimising disruption to critical operations. Defined functional and non-functional requirements, owned backlog prioritisation in JIRA, oversaw integration of six databases, and led operational readiness and change management activities across multiple regions.
System Transition
JIRA / Backlog
API Integration
ServiceNow
RACI Matrices
Change Management
April 2024 – December 2024
Senior Business Analyst
Linfox Armaguard — Merger Project
Operated in a security-critical, regulated environment (cash-in-transit and financial logistics). Led infrastructure upgrade strategy across all branches, applied ITIL methodologies for post-merger application remediation, and developed Microsoft licensing reports to support compliance true-ups and cost reduction opportunities.
ITIL
M&A Integration
Microsoft Licensing
Infrastructure Uplift
Compliance
July 2022 – March 2024
Senior Business Analyst
Toll Group — Separation Project
Led business analysis for enterprise separation across multiple applications and infrastructure components. Conducted comprehensive vulnerability assessments across network, application, API, and host environments. Performed asset discovery and landscape mapping across AWS, Azure AD, and Microsoft 365 — defining remediation priorities, security policies, and exception handling processes in close collaboration with Cyber Security Architecture teams.
Vulnerability Assessment
AWS
Azure AD
Microsoft 365
Cyber Security
CMDB / ServiceNow
November 2021 – July 2022
Senior Business Analyst
Australia Post — ALM Project
Conducted asset discovery and landscape mapping of the enterprise application and infrastructure portfolio. Identified high-severity servers and databases and collaborated with Application Owners and Architects to define the architectural roadmap and remediation priorities. Maintained accurate CMDB records and analysed orphan assets for enhanced governance.
Asset Discovery
ServiceNow CMDB
ALM
Remediation Planning
April 2021 – November 2021
Senior Business Analyst
WorkSafe Victoria
Delivered infrastructure upgrade analysis, IDAM access control governance requirements, and supported an enterprise-level Microsoft Teams rollout. Gathered Salesforce implementation requirements and partnered with architects to design solutions. Produced process maps, SOPs, and training materials for BAU support teams.
IDAM / Access Control
Microsoft Teams
Salesforce
SOPs & Runbooks
HCD Techniques
July 2019 – April 2021
Senior Business Analyst
Telstra (Da Vinci) | Jetstar Airways (PICUP)
At Telstra, led end-to-end order journey mapping and microservices/API analysis. At Jetstar, supported operational transition of application access controls into BAU — developing runbooks, knowledge articles, and conducting vulnerability assessments against access control policies, with structured audit log analysis informing policy refinement.
Microservices & APIs
Access Control
Audit Log Analysis
Operational Runbooks
PII / Data Privacy
August 2015 – July 2019
Business Analyst
Telstra | Toll Group
Captured requirements for cybersecurity products, conducted customer journey research, and facilitated AS-IS/TO-BE workshops. Delivered user stories, use cases, and wireframes to support secure solution design. Led process improvement initiatives and customer journey mapping to enhance operational efficiency across enterprise business areas.
Customer Journey Mapping
User Stories
Wireframes
Process Improvement
Workshop Facilitation
October 2010 – 2015
Technology Analyst | Application Support & Process Analyst
Infosys
Delivered technology analysis, application support, and process improvement across enterprise environments. Built the foundational expertise in IT systems, stakeholder management, and structured problem-solving that underpins Koshy's consulting career.
Application Support
Process Analysis
IT Systems
