Analysis Leadership
Ownership of analysis workstreams, multi-initiative coordination, BA governance, quality assurance and delivery alignment.
BUSINESS ANALYSIS & TECHNOLOGY TRANSFORMATIONBRISBANE, AUSTRALIA
Dr Regan Andrews
Clarity in complexity.
Confidence in change.
28+Years of enterprise experience
6Concurrent university initiatives
10Staff in teams led
DCompAI / Data Science · Distinction
EXPERIENCE ACROSS
One NZUniversity of AucklandIAGVodafoneAir New Zealand
01 / PROFILEBusiness perspective.
Business perspective.
Technical fluency.
I bridge strategy and implementation — bringing structure to complex problems and alignment to enterprise change.
My career spans telecommunications, financial services, higher education, utilities, aviation and professional services across Australia and New Zealand.
Read full executive profile
Lead/Principal-level Business Analyst and technology transformation consultant with 28+ years’ experience across complex enterprise environments spanning telecommunications, financial services, higher education, utilities, aviation and professional services. Combines deep technical capability with senior business analysis, consulting and delivery leadership to bridge business strategy, operating models, technology architecture and implementation.
Extensive experience owning and leading analysis workstreams from discovery and strategic problem definition through requirements, process and capability analysis, solution design, vendor evaluation, governance, implementation and transition to BAU. Trusted to operate across business, technology, architecture, programme leadership and vendor teams, translating complex organisational needs into pragmatic, enterprise-aligned outcomes.
Demonstrated leadership across concurrent initiatives and transformation programmes, including coordinating cross-functional delivery, managing dependencies and risks, facilitating senior stakeholder and SME workshops, contributing to programme governance, advising senior stakeholders and steering groups, and leading client-facing consulting engagements across Australia and New Zealand.
Career experience spans ITSM and service transformation, identity and access management (IAM), identity governance and cybersecurity, cloud and infrastructure transformation, enterprise applications, contact centres and unified communications, vendor selection, business process improvement, operating-model design and technology-enabled change. Doctor of Computing with Distinction in AI/Data Science, supported by a Master of Professional Practice with Distinction and Bachelor of Information Technology. Currently completing MBA.
Leadership & transformation
- Led senior business analysis for One New Zealand’s enterprise SailPoint implementation, translating complex identity, access, security and application requirements into future-state IAM processes and implementation-ready requirements across business and technology stakeholders.
- Coordinated analysis and design across six concurrent enterprise initiatives for the University of Auckland, aligning workshops, dependencies, requirements, design and test activities with delivery milestones.
- Served repeatedly as ITSM Lead Consultant across enterprise clients including Massey University, Pegasus Healthcare, Flinders University, Trustpower and the University of Otago, reporting to senior stakeholders and steering groups.
- Established formal people-leadership credentials through management of service-delivery and technical teams of up to 10 staff, including recruitment, performance management, mentoring, workload allocation and client/service recovery leadership.
02 / EXPERTISEFrom the right questions
From the right questions
to practical outcomes.
Enterprise Transformation
Discovery, current/future-state analysis, operating-model change, implementation planning and transition to BAU.
Executive & Stakeholder Engagement
Senior stakeholder facilitation, steering-group reporting, workshops, negotiation and cross-functional alignment.
Business Architecture
Capability/process analysis, service and operating models, requirements traceability and enterprise-aligned solution design.
Technology Strategy
Identity & access management (IAM), SailPoint, cloud, infrastructure, enterprise applications, ITSM, integration, contact centre and communications platforms.
Commercial & Vendor Management
RFP development, vendor assessment, weighted evaluation, option analysis, procurement support and supplier engagement.
Governance & Delivery
RAID, decision records, business cases, risk and impact analysis, programme reporting, UAT, cutover and implementation support.
Consulting & Advisory
Client-facing consulting, roadmaps, ITSM strategy, service improvement, change impacts and pragmatic delivery trade-offs.
People Leadership
Recruitment, performance management, mentoring, workload allocation, service recovery and team leadership.
Methods & Tools
Agile/hybrid delivery, Jira, Confluence, ITIL/ITSM, SailPoint/IAM, Microsoft Dynamics CRM, AWS/cloud, Cisco UC and enterprise platforms.
03 / EXPERIENCEA career built on
A career built on
enterprise delivery.
From hands-on infrastructure to senior analysis and consulting leadership.
Expand a role to explore the work.
Business analysis & consulting
2013 — 2026Dec 2025 – Jun 2026One New ZealandSenior Business Analyst – Identity & Access Management / SailPoint Implementation (Contract)
- Senior Business Analyst within a major Identity and Access Management (IAM) transformation, supporting the enterprise implementation of SailPoint and translating complex identity, security and operational requirements into implementation-ready business and functional requirements.
- Led structured analysis and stakeholder engagement across business, security, identity, technology and application domains, establishing current-state issues, business rules, control requirements and future-state IAM processes.
- Analysed and defined identity lifecycle and access-management processes, including access requests, approvals, provisioning and de-provisioning, identity changes and associated governance controls, aligning business policy and security requirements with target-platform capabilities.
- Produced business and functional requirements, process models, user stories, acceptance criteria, data and application-onboarding requirements, traceability artefacts and test scenarios to support delivery and implementation governance.
- Worked closely with architects, IAM specialists, engineers and application stakeholders to resolve dependencies and translate business and security policy into practical SailPoint solution outcomes.
- Supported solution validation, UAT, defect clarification and implementation readiness while identifying and escalating analysis risks, gaps, assumptions, decisions and cross-system dependencies.
Apr 2023 – Jul 2024Spark – University of Auckland accountEnterprise Service Manager / Senior Business Analyst (Contract)
- Coordinated the analysis and design workstreams across six concurrent initiatives under Service Planning/Performance and Strategy/Innovation, aligning workshops, dependencies, requirements, designs and test activity with programme milestones.
- Worked across diverse business and technical domains, including enterprise access provisioning, cloud application security, specialist research facilities, research funding/UAT and student-management/timetabling capability.
- Acted as a senior interface between service owners, project managers, SMEs and technical teams, helping frame problems, structure analysis and move initiatives from discovery through design and validation.
- Applied enterprise-wide thinking to process, service and technology change while managing competing priorities across a portfolio of initiatives.
Jun 2021 – Feb 2023IAG New ZealandSenior Business Analyst (Contract)
- Owned requirements and design workstreams across technology decommissioning, workplace consolidation and collaboration initiatives spanning Auckland, Wellington and Christchurch.
- Identified cross-site dependencies and delivery risks across telephony, network, server-room and end-user technology cutovers, contributing to project planning and implementation readiness.
- Led requirements and future-state workflow design for complex VoIP and Unified Communications transformation, acting as the primary liaison between business units, engineering teams and project stakeholders.
- Supported migration of legacy platforms and multiple brands/sites to a consolidated Cisco UC environment, including call-flow redesign, contact-centre changes, analytics, validation walkthroughs and stakeholder training.
- Contributed to SharePoint Online migration and consolidated AU/NZ intranet analysis, with Jira and Confluence administration across delivery initiatives.
Nov 2020 – Apr 2021Vodafone New ZealandSenior Business Analyst (Contract)
- Led the business analysis and documentation workstream for the replacement of three unsupported Remedy environments and related Amazon Connect contact-centre initiatives.
- Developed the closed RFP, evaluation criteria and weighted scoring model; assessed vendor presentations and solution responses as part of the platform selection process.
- Facilitated stakeholder workshops and coordinated RFP artefacts, timelines, vendors and technical teams alongside the Programme Manager to maintain scope and delivery alignment.
- Led requirements and stakeholder engagement for migration of contact-centre infrastructure to AWS/Amazon Connect, translating workflows, routing logic and integration needs into cloud-native architectural requirements.
- Ensured business continuity, security/compliance and operational requirements were incorporated into target-state solution design.
Oct 2019 – Mar 2020Air New ZealandBusiness Analyst / Technical Writer (Contract)
- Produced end-user and operational documentation in Confluence for transition of cloud-hosted AWS infrastructure to an internal OpenStack environment.
- Performed security analysis for an identity API platform used by external Airpoints partners, bridging operational, security and technical requirements.
Apr 2019 – Oct 2019Ports of AucklandTechnical Writer (Contract)
- Prepared operational support guides, standard operating procedures, disaster-recovery runbooks and go-live documentation for logistics applications and integrations.
Sep 2018 – Dec 2018University of AucklandLead Business Analyst – IT Service Performance (Contract)
- Analysed and planned delivery workstreams to reinvigorate the University’s IT service catalogue and self-service capability, building on prior service-transformation work.
Dec 2017 – Sep 2018University of AucklandSenior Business Analyst – Research Support Transformation (Contract)
- Led requirements elicitation and documentation for a university-wide research-support transformation, including rollout of Microsoft Dynamics CRM and associated tools.
- Analysed research-management workflows, identified bottlenecks and co-designed future-state processes and secure role-based access aligned with enterprise security policy.
- Managed discrete analysis/design/pilot/rollout mini-projects and reported progress, risks and decisions through formal programme-governance forums.
- Implemented the Sentient PPM platform for milestones, budgets and governance checkpoints, driving planning, validation and stakeholder alignment through delivery.
Apr 2017 – Dec 2017University of AucklandLead Business Analyst – IT Service Effectiveness (Contract)
- Led service-improvement initiatives within a broader Business Transformation Programme to improve enterprise ITSM delivery and customer experience.
- Developed the University’s first IT Service Delivery Charter and associated operational guidelines, establishing clearer expectations around consistency, responsiveness and accountability.
- Led the Service Interaction initiative, analysing ticket handling, queue management and communication behaviours across IT teams and translating business goals into operational and procedural change.
- Contributed to measurable service-quality improvement and cross-functional behavioural change across a large and complex user environment.
Sep 2013 – Mar 2017Focus on Business Limited / Axios Systems Pty LtdPrincipal Business Analyst / Consultant
- Enterprise ITSM and service-transformation consulting across Australia and New Zealand.
- Led end-to-end ITSM and service-improvement engagements, owning analysis scope and planning while coordinating stakeholders, risks, issues and implementation outcomes.
- Acted as ITSM Lead Consultant and de-facto Project Manager for multiple clients, coordinating cross-functional teams and vendors and reporting progress to senior stakeholders and steering groups.
- Facilitated discovery and design workshops, mapped as-is/to-be processes and translated business goals into prioritised backlogs, roadmaps and implementation plans with traceability through build, test and BAU transition.
- Produced project scopes, business cases, impact and risk analyses, solution-option papers, test strategies, cutover plans, RAID logs, decision records and operational-support documentation.
- Advised clients on ITSM strategy, operating models, roles/responsibilities, knowledge management and continuous-improvement roadmaps.
Selected consulting engagements
Focus on Business Limited / Axios Systems Pty Ltd
| Period | Client | Role |
|---|---|---|
| 2017 | Transdev Australasia (Melbourne) | ITSM Consultant / Trainer |
| 2017 | WorkSafe Victoria | ITSM Consultant |
| 2016 | Massey University | ITSM Lead Consultant |
| 2015–2016 | Pegasus Healthcare | ITSM Lead Consultant |
| 2015 | Flinders University (Adelaide) | ITSM Lead Consultant / Project Manager |
| 2014 | Santos (Adelaide) | ITSM Consultant |
| 2014 | ASB Bank | Change Management Consultant |
| 2013–2014 | Trustpower | ITSM Lead Consultant |
| 2013–2014 | University of Otago | ITSM Lead Consultant |
Leadership & technical foundation
1999 — 2013Enterprise support, architecture, service delivery and people management — the technical grounding behind my analysis and advisory work.
Oct 2012 – Sep 2013SKYCITY Entertainment GroupIT Technician / Project Technician (Contract)
- 24x7 enterprise technical support and project delivery across specialist casino, hotel, restaurant, POS/EFTPOS and end-user environments.
Jun 2012 – Aug 2012Pernod Ricard New ZealandSenior IT Analyst (Contract)
- Senior analyst within the Asia-Pacific IT function during transition to an outsourced operating model, including SharePoint forms/workflows and cross-level technical support.
Nov 2011 – Jun 2012SKYCITY Entertainment GroupIT Technician / Project Technician (Contract)
- Enterprise technical support and project work across multi-site hospitality and gaming environments.
Nov 2010 – Nov 2011Aon InsuranceSenior Service Desk Analyst
- Senior support role across a 750-user environment, including migration from Lotus Notes to hosted Exchange 2010.
Aug 2009 – Oct 2010Lumley General InsuranceService Desk Team Leader (Contract)
- Led a four-person service desk, managed workload and service-level reporting, recruited staff and supported the transition to an outsourced service-desk model.
Apr 2009 – Jul 2009State Library of New South Wales – SydneyProject Systems Engineer (Contract)
- Delivered project work spanning VMware Horizon managed desktops and Citrix infrastructure redesign/scaling.
Jul 2008 – Apr 2009HP New ZealandService Delivery Lead – Asia Pacific & NZ / Service Desk Team Leader (Contract)
- Managed a 10-person service desk supporting enterprise clients including Vodafone, Meridian Energy, SkyCity and UCOL; owned SLA reporting, recruitment, performance management, mentoring, escalations and service recovery.
- Led client and technical governance meetings, service-improvement initiatives and the team’s transition into EDS following the HP–EDS merger.
May 2008 – Jul 2008Lumley General InsuranceSenior Service Desk Analyst (Contract)
- Senior enterprise support across Windows/UNIX, Citrix, Cisco Call Manager, SharePoint and networking.
Jan 2008 – Mar 2008AIG InsuranceSupport Engineer (Contract)
- Security hardening, Level 3 infrastructure support, VMware/Windows project delivery and migration of enterprise BlackBerry services.
Nov 2007 – Dec 2007AIG InsuranceProject Architect – Citrix (Contract)
- Sole responsibility for design and build of a Citrix Metaframe PS4 farm for 120 users, from business-needs analysis and pilot/UAT through rollout, scripting and documentation.
Jun 2007 – Nov 2007Brunton Business SolutionsSenior Systems Engineer
- Led client technical discovery and project delivery across ERP/CRM, POS, SharePoint and infrastructure engagements, including business-analysis work around reporting and information requirements.
Aug 2005 – Jan 2006EDS New ZealandTeam Leader – Fonterra Project Field Support (Contract)
- Led and mentored a 10-person travelling project team, including 24x7 roster allocation, leave approval, technical escalation and deployment leadership.
Jun 2005 – Jul 2005Gen-i – Air New Zealand accountSenior Technical Support Analyst (Contract)
- Senior technical support across Windows server and desktop environments.
Sep 2004 – May 2005EDS New ZealandInfrastructure Specialist (Contract)
- Third-level enterprise infrastructure specialist across large Windows, Exchange, Citrix, VMware and collaboration environments, including high-severity fault resolution and project delivery.
Mar 2003 – Aug 2004BDO SpicersIT Manager
- Managed four staff across three sites with responsibility for IT needs analysis, systems improvement, budgets/procurement, vendors, infrastructure and multiple technology projects.
Jul 2001 – Mar 2003Dorchester Finance / Dorchester PacificIT Supervisor
- Managed core infrastructure, business reporting and department workflow, supported multi-site operations and delivered systems consolidation and custom application/database improvements.
Mar 1999 – Jul 2001Corran SchoolSystems Administrator
- Sole management and support of the school’s server and desktop environment; presented at School Principals’ conferences on IT systems best practice.
04 / QUALIFICATIONSDeep foundations.
Deep foundations.
Continued curiosity.
Master of Business Administration
Leadership · Central Queensland University
Doctor of Computing
AI / Data Science · Unitec Institute of Technology
Read doctoral thesisMaster of Professional Practice
Otago Polytechnic
Bachelor of Information Technology
Otago Polytechnic
Selected certifications
- SailPoint Identity Security Leader Credential
- ITIL v3 Foundation Certification
- Certified assyst Administrator & Certified assyst Trainer
- Google Cloud Digital Leader Certificate
- AWS Cloud Solutions Architect
- Google Agile Essentials Certificate
- IBM Mainframe Practitioner
- Microsoft Power BI Data Analyst Professional
Executive & professional development
- Digital Strategy Specialist— University of Virginia Darden School of Business & IBM
- AI Governance — Saïd Business School, University of Oxford
- Process Mining: Data Science in Action — Eindhoven University of Technology
- Leading People and Teams Specialist — University of Michigan
- Strategic Leadership and Management Specialist — Gies College of Business, University of Illinois Urbana-Champaign
- Digital Product Management Specialist — University of Virginia, Darden School of Business
05 / RESEARCH & INNOVATIONCuriosity beyond
Curiosity beyond
the immediate brief.
Publications
- 01
The CLARITY Framework for Next-Generation IT Requirements Assessment
- 02
Computational Models of Closed Timelike Curves: AI Methods for Finding Consistent Solution
- 03
Deep correlation learning for urban air quality: Analysis and prediction in New Zealand
- 04
The Spiral of Time and Black Holes: Scientific Perspectives on Time, Multiverse, and Consciousness
- 05
Paradox-Aware Reinforcement Learning for Closed-Loop Time-Series Data
06 / GET IN TOUCHLet’s make
Let’s make
complexity clear.
For business analysis, technology transformation and consulting opportunities.
regan@andrews.au 0403 999 462Brisbane, Queensland · Australia
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