Umut Özgüven

I am serving as the Product, Analysis, and Test Manager in the digital transformation project of the existing Member Services Software, a CRM software in the Banking and Finance sector of OYAK General Directorate. I am working on the implementation of customer relationship management, product catalog management, order management, payment, and collection management in the context of managing funds that enable members of the Turkish Armed Forces to save for their retirement, as well as various types of loans and campaigns.

My responsibilities include:

• Business, Customer, Product Strategy, and Vision Analysis.
• Defining solutions and high-level components from an Enterprise Architecture perspective
• Setting product goals and creating a product roadmap based on objectives and stories, enabling stakeholders to track progress through tools
• Ensuring communication and coordination with project stakeholders
• Leading the creation, prioritization, tracking, and maintenance of the product backlog with the analysis team
• Overseeing and controlling the creation of technical documentation (Analysis and Design Outputs)
• Ensuring that the responsibilities of the analysis and test teams are carried out according to Agile Scrum techniques during the SDLC process
• Maximizing sprint goals to serve the product roadmap and objectives effectively

As the Business Analysis Team Lead for the digital transformation project of the ERP application e-KOOP, used by 1360 cooperative branches, 17 Regional Unions, and the Central Union of the Agricultural Credit Cooperatives, I was responsible for leading the team. The e-KOOP web-based ERP application and KORBIS mobile application consist of modules such as Credit and Insurance, Finance, Customer Relations, Supplier, Stock, Accounting, Human Resources, Payroll, Organization and Strategy, User Management, Training Management, and Help Desk. played a role in conducting the current and target state analysis based on the TM Forum eTOM architecture.

This system was developed to allow all citizens in Turkey to track their health histories, including doctor visits, tests, copayments, medications, prescriptions, and X-ray images, based on data collected from all hospital information systems (HBYS). It also includes features to help individuals improve their personal health. The system, which has web and mobile applications, has been serving citizens and the Ministry of Health for more than five years, integrated with systems such as SGK Medula, HBYS, KPS, KDS, and ÇKYS. As part of the project, analysis and design activities for new requests were carried out.

I worked as a senior business analyst on the web and mobile application development project for the Ministry of Health's Medical Specialization Secretariat and Medical Specialization students, aimed at managing and tracking quota determination, placement, transfers, student personal records, and the academic progress of students.

TURKSAT KKTC E-GOVERNMENT KYS ERP PROJECT (2017-2018, Consultant)

The Public Administration System consists of three main modules: DTS (State Organization System), KPYS (Public Personnel Management System), and KEYS (Public Inventory Management System). The application, developed within the e-Government framework, integrates with various systems (e.g., e-population, e-customs, e-legal entity, e-ID). Task management is handled as a workflow between institutions using Camunda BPM. The personnel management system covers human resource processes such as job posting, application, recruitment, leave, performance, travel, transfer, promotion, and retirement for all types of public employees.

TURK TELEKOM ASSISTT CSM PROJECT (2016-2017, Senior Business Analyst)

Assist is an organization responsible for receiving and responding to the problems, issues, and requests of Türk Telekom's individual and corporate customers. As a business analyst, I worked on the development, adaptation, and configuration of a Customer Service Management (CSM) product from Etiya, within the scope of addressing and fulfilling customer requests for this company.

TURK TELEKOM TELAURA CRM PROJECT (2013 - 2016 / Business Analyst)

I worked as a business analyst in the analysis and design activities of the product catalog and order management module in the Telaura CRM application development project, which was developed with reference to the TM Forum eTOM architecture and intended to be used by sales representatives in Türk Telekom stores. I had the opportunity to be involved in all stages of the project, from its inception to its transfer to the post-deployment operations and maintenance team. As a business analyst, I was responsible for the development of the customer management module, the product catalog where products and services are defined, the order module covering interactions such as sales, transfers, and relocations, and the integration with systems like billing and payment collection management.