Where technical depth meets delivery.

The problem

A large maritime operator needed a governed, auditable remote access process for third-party vendors connecting to operational technology systems fleet-wide. Existing access was ad-hoc, undocumented, and not aligned to any formal Identity and Access Management lifecycle.

My role

Sole BA and process architect. Responsible for requirements elicitation across IT, Operational Technology, Legal, and Vendor Management stakeholders; process design; and full documentation suite from intake through deprovisioning.

Key deliverables

• End-to-end Identity and Access Management process flow covering three account types
• ServiceNow intake form design with field definitions and legal disclosure requirements
• Account lifecycle workflow: request, approval routing, provisioning, review, deprovisioning
• Named approver role matrix and escalation paths
• Azure AD integration requirements documentation

Outcome

Delivered a fully governed remote access program replacing an undocumented ad-hoc process across a fleet-scale operational environment.

The problem

An enterprise maritime operator needed to replace end-of-life USB security scanning devices across a global fleet with a modern endpoint solution spanning multiple operating brands with no existing documentation framework.

My role

Primary BA and documentation owner across the full program lifecycle — from requirements through deployment and monitoring. Coordinated across IT, Operational Technology, and Security, and fleet operations stakeholders.

Key deliverables

• Business requirements document covering device specs, deployment conditions, and integration requirements
• End-user operations guide and crew-facing quick reference materials
• IT administrator operations guide with troubleshooting procedures
• Splunk dashboard requirements for real-time device health and scan activity monitoring
• Awareness and change management communication materials

Outcome

Full documentation suite delivered on schedule supporting a fleet-wide hardware replacement. Splunk monitoring provided first-ever real-time visibility into endpoint scan activity across the fleet.

The problem

A global cruise line's enterprise systems team had no formal support process for their reservation platform. Incidents were handled reactively with no intake structure, no service level agreement tracking, and no visibility into resolution performance.

My role

Sole owner of support process design and implementation from the ground up. Responsible for process architecture, ServiceNow configuration requirements, stakeholder alignment, and ongoing performance reporting.

Key deliverables

• End-to-end incident intake and triage process built from scratch
• ServiceNow queue structure, categorization taxonomy, and routing logic requirements
• Developer performance dashboard sourced from ServiceNow data
• service level agreement framework and escalation path documentation

Outcome

Process scaled to 334 incident closures year-to-date from zero structured process at launch. Developer performance visibility enabled data-driven resourcing decisions for the first time.

The problem

A maritime operator running nine brands across 97 vessels needed a standardized Operational Technology network configuration procedure that visiting security teams could execute consistently. No playbook existed, and inconsistent execution was creating security gaps and rework.

My role

Sole author of the standardization playbook. Conducted SME interviews across security and Operational Technology engineering teams, translated technical procedures into structured field-executable steps, and validated through field team review cycles.

Key deliverables

• 19-step Operational Technology switch configuration playbook for visiting GISCS field teams
• Step-by-step procedural documentation with decision points and validation checkpoints
• Cross-brand applicability matrix across all nine operating brands
• Field team review and sign-off documentation

Outcome

Standardized field procedure adopted across all nine brands, eliminating inconsistent execution and reducing rework for visiting security teams conducting Operational Technology network segmentation work fleet-wide.