Simon Austin

24, Trumara Road, Marino, South Australia, 5049 Phone: 0400 016416 sjaustin5@gmail.com

Personal Profile

IT Professional highly experienced in Business Analysis using BABOK, Business Intelligence, Data Analysis, Process Design, as well as Sales Operations, Pricing and Commercials, and IT Managed Services.

Strong skills in Requirements Elicitation, Stakeholder Management and Functional Design & Specification. Analytical mind-set with a passion for problem solving and making the workplace more efficient. Comfortable managing large teams and small groups, as well as individual delivery. Performed a wide range of roles providing a platform for career expansion, to build upon deep business

experience, and make an impact.

Skills

Requirement Elicitation Relationship Building User Cases / User Stories System Implementation Process Mapping, As Is & To Be Sales Compensation Planning and Execution Functional Design & Specification Documentation & Specification Workshop Facilitation Local and Remote People Management Data Analysis (Excel, VBA, Access, Cognos,

Business Objects) MS Office (Excel, VBA, PowerPoint, Word, Visio,

Project) Commercial & Strategic Management / Pricing Excellent Communicator Problem Solving Practise Self Improvement Project Management Critical Thinking Sales Forecasting Self Management Financial Planning Service Management ITIL Methodology / Change & Release

Management, Service Desk Management Business Intelligence

Education

Currently enrolled in an MBA with The Australian Institute of Business

Simon Austin

Professional Experience

Symantec PLC (Symantec.cloud) – Employing 20,000 staff globally, Symantec provides a range of IT Information Security and Management solutions, achieving revenues of US$6.7bn in 2014, and is owner of the Norton Anti-Virus brand.

May 2014 – March 2015Manager, Business Intelligence – Reported to Senior Manager of Planning and Analytics

Reported to the Senior Manager of Planning and Analytics, based in Mountain View, California. Around 20 people globally worked on day to day data requirements and Business Analysis activities across the full Symantec portfolio, with my sole focus being on managing all global Business Analysis and Data requirements relating to the US$230M Annually Recurring Symantec.cloud business.

Selected Accomplishments

Elicited the requirements for and implemented a Renewals Sales Process to support the US$230M global Symantec.cloud renewals business from scratch, contributing to sales’ ability to increase renewals revenues organically by 5% year on year. Workshop with stakeholders to map processes and define end state, track post implementation and enhance as necessary.

Workshop with global renewals stakeholders to elicit the requirements for the renewals sales forecasting process, scoped and collaborated with global peers to align and implement best practise.

Consulted with the global business to advise on the effect of changes to the cloud business unit as a result of global process improvement initiatives, ensuring that the best interests were served for all stakeholders.

Global Subject Matter and Process Expert for the Symantec.cloud business, advising senior management and stakeholders on risks and challenges, implementing remedial action where required through strong communication and change management.

Worked on a global renewals automation project to automatically generate opportunities in Salesforce.com, ensuring that the Requirements and Functional Specification were accurately captured for the Symantec.cloud business. Worked with global stakeholders and BA’s from the core business to align scope.

Subject Matter Expert globally for Data Analysis relating to the Symantec.cloud business, providing the business with insights into sales revenues and growth opportunities within target market verticals and horizontals.

Elicited the requirements for, scoped and implemented a rolling 8 quarter report that dissected the cloud business into its Key Performance Indicators, clearly identifying areas for improvement and where the business was hitting its targets so that remedial action could be taken, and strengths could be exploited.

Elicited the requirements for, defined and created several Excel enablement tools to help renewals sales understand a customer contract, including risk analysis and commercial analysis, arming sales with an end to end view of a contract prior to engagement with the customer regarding the renewal.

Wrote and published a global guide to the Symantec.cloud processes as a single source of truth for anything related to the cloud business. Workshop with process owners to define content and sign off prior to publishing.

February 2012 – May 2014Sales Operations Manager – Reported to Senior Director, Sales Operations APJMarch 2010 – February 2012Senior Sales Operations Analyst – Reported to APJ Vice President, Symantec.cloud

Selected Accomplishments

Managed commercial review and discount approvals, ensuring the discounting was minimised and company policies around discounting were upheld.

Supported the APJ sales team to ensure that orders were submitted using the correct processes, territory alignment, performance reporting and process enhancement.

Performed on going data cleansing tasks to ensure that report outputs returned good data. Consulted with the APJ Vice President and Finance on sales planning and Operating Expenditure budget

setting and tracking. Managed one person who was liaison between Symantec and the Channel Partners for order queries,

managed 5 people indirectly across APJ who were Sales Operations support staff, and leveraged resources in the wider Symantec business to assist in projects as required.

Managed the Sales commissions process, ensuring that payments were accurately submitted to Finance. Promoted to Sales Operations Manager.

Simon Austin

October 2008 – March 2010Commercial Manager / Principle Financial Analyst – Symantec.cloud (UK) – Reported to Commercial Director

Head hunted for this role, employed by MessageLabs who were acquired by Symantec prior to me joining. MessageLabs employed about 500 staff globally and provided premium IT Information Security Services to customers across all verticals.

Selected Accomplishments

Responsible for MessageLabs global pricing, working closely with Marketing to ensure that pricing was set appropriately for each product line.

Managed a complex cost model, ensuring that any efficiencies driven into local costs or via procurement to our vendors, was accurately reflected in the costs.

Presented sales performance by product line to the MessageLabs Global Steering Group, including price point and margin analysis at a line of business and sales rep level.

Managed commercial review and discount approvals, ensuring the discounting was minimised and company policies around discounting were upheld, working with external vendors too in order to reduce the buy price on a per deal basis.

Defined and developed several automation tools in Excel / VBA that made it quicker for sales to quote and generate contracts ready for signature, removing unwanted delays from the sales and legal review process.

Trained existing and new hire sales reps on the commercial review process and how to use the toolset that had been developed.

Specialist Computer Centres – History (20 years)

Employed by Specialist Computer Centres in UK for 20 years. SCC delivers a full range of Managed and Professional Services, as well as selling hardware and software solutions to a varied client base. Employing around 5,000 staff across Europe, they are Europe’s largest privately owned IT Company with annual revenues exceeding GBP2bn.

Selected Accomplishments

January 2006 – October 2008 – Pricing Manager

Responsible for the Distributed Services commercial pricing models for Hardware Maintenance, Managed Print Services, Service Desk and FTE resource costs.

Developed a cost tool to review all direct and indirect costs that formed part of the cost base, which was used as a benchmark for run rate service profitability.

Conducted a quarterly review of costs such as salaries, Key Performance Indicators, Building Costs, On-costs and Spare Parts, and Logistics costs to ensure that the cost base was current.

Managed complex cost models that were created as part of submitting a response tender, ensured that all costs were reflected correctly based on the requirement, and standard key performance and productivity metrics.

As a Subject Matter Expert on several parts of the business, I was consulted on and involved with several transformation projects.

July 2001 – January 2006, Technical Solutions / Call Centre Manager

Selected Accomplishments

Designed and managed the implementation of a mobile solution for 800 field service engineers to receive requests in the field and manage all aspects of those requests. Project was GBP1m with a 9 month project timeline, coming in on schedule and budget.

Elicit requirements from key stakeholders via workshops to map manual As-Is Process and define End State automated process and end-to-end functionality including using and ordering parts, arriving and departing site, closing down requests once completed. Ensured that the As-Is manual processes could be used as a backup if technology failed.

Worked closely with Vendor to choose device, define User Interface and User Experience, coordinated end-to-end functionality and load testing.

Create Use Cases, Define Functional Specification and end-to-end process, write Test Scripts. Defined and conducted training with end users locally, trained other staff to deliver training in other locations

across Europe.

Simon Austin Responsible for 40 call centre staff, with a mixture of technical, non-technical and Service Desk roles. Introduced a suite of Key Performance Indicators to provide staff with clear direction on company and team

objectives. Reengineered call centre processes to drive better productivity and efficiency. Responsible for ensuring that Key Performance Indicators were achieved, or that remedial actions were put

in place to mitigate where they were not. Provision of the appropriate training, coaching and support, technical and non-technical. Setting and measurement of tangible objectives. Produced a monthly report to demonstrate performance against Key Performance Indicators for each area of

responsibility in the call centre. Upheld OH&S policies and legislation. Promoted to Call Centre Manager from Technical Solutions Supervisor, encompassing the responsibilities of

the former role into a wider portfolio.

March 2000 to July 2001 – Technical Solutions Supervisor

March 1999 to March 2000 – Implemented New CRM System

Seconded out of the day-to-day business activities to implement a GBP2m CRM system (named OpenUPTIME) for 5,000 staff, eliciting requirements from process owners and subject matter experts from each area of the Managed Services business. The project had a hard end date of end of 1999 due to the existing system being incompatible with Y2K. Project delivered ahead of schedule in October 1999 following a phase 1 implementation of a subset of functionality in August 1999.

Workshop to define the as-is processes and dependencies of the new system, collaborating with Subject Matter Experts and key stakeholders to define the end state.

Consulted on the selection process and advised on suitability of each solution under review. Elicit Requirements and created Functional Specifications for bespoke functionality in order for all existing

processes to be accounted for, working with the Vendor to deliver the required functionality, carefully considering the User Experience.

Set up the system and produced Use Cases and Test Scripts, managed Functional and Load Testing sessions.

Worked closely with the technical teams to ensure that the hardware was of an appropriate specification to manage the expected number of concurrent connections with capacity to scale with demand.

Worked with senior management to ensure that all aspects of the project were signed off and delivered on time.

Created the production universe in Business Objects as the main data source for reporting.

October 1998 to March 1999 – Field Service SupervisorFebruary 1997 to October 1998 - Technical VetterJanuary 1993 to February 1997 – Logistics AnalystDecember 1988 to January 1993 – Stores Operative

Technology

Software: MS Office (Excel, VBA, PowerPoint, Word, Visio, Project), Sharepoint, Oracle, Salesforce.com CRM, Business Objects, IBM Cognos, IBM Axapta.

Committee Memberships and External Interests

Patrolling member of Seacliff Surf Live Saving Club, previously holding the position of Junior Club Secretary on the Junior Committee. A member of the Surf Boat Team, and I actively support my children in many aspects of surf life saving, including their competition in the National Championships, also known as ‘Aussies’. Both are State champions in Rescue and Resuscitation and First Aid. I’m a keen runner, completing three London Marathons, plus I enjoy cycling, playing the guitar and reading Sci-Fi comedy novels.

References

Simon AustinAvailable on request.