Microsoft EXCEL
Darren Ng
Business Analyst
Kowloon
Summary
Certified Business Analyst with over 6 years of experience driving transformation in telecom product management through strategic Salesforce Vlocity implementations. Expertise includes end-to-end EPC system integrations, product configuration architecture, and cross-functional process optimization, ensuring streamlined operations and enhanced performance. Proficient in Agile requirement elicitation and facilitating collaboration across teams to deliver innovative solutions that meet business objectives. Committed to leveraging analytical skills and industry knowledge to contribute to organizational success and drive continuous improvement.
Overview
13
13
years of professional experience
1
1
Language
Work History
Business Analyst
LPS
10.2024 - Current
- Product Configuration & EPC Integration
- Designed and configured marketing products using Salesforce Vlocity Product Designer, defining product hierarchies, eligibility rules, and pricing structures aligned with EPC domain requirements.
- Collaborated with IT teams to map Excel-based setup data (product attributes, bundles, pricing) to EPC-compatible formats, ensuring accurate bulk uploads and system consistency.
- Requirement Elicitation & Stakeholder Collaboration
- Conducted daily clarification meetings with business users to finalize product specifications, resolve ambiguities, and validate requirements for Vlocity-driven EPC implementations.
- Created user-friendly Excel templates to standardize product setup inputs, reducing data entry errors and accelerating handover to development teams.
- Process Optimization & Documentation
- Streamlined product onboarding workflows by designing reusable Excel templates for bulk data migration into EPC via Vlocity, cutting setup time.
- Documented product configuration processes in Confluence and tracked discrepancies in Jira, resolving fallout cases faster through improved issue visibility.
- Cross-Functional Support
- Partnered with system analysts to translate business logic into technical configurations in Vlocity Product Designer, ensuring seamless alignment with EPC architecture.
- Supported UAT by reconciling Excel template outputs with EPC results, refining templates to address mismatches and enhance user adoption.
Product Analyst II
數碼通
09.2018 - 10.2024
- Engage in the whole Product Life Cycle: from business requirements collection, analysis of existing system workflow, system design and implementation, assist users in test and production roll out
- Provide ongoing system enhancements and support to ensure smooth running of production applications for the business
- Work closely with different teams on system integration with API development
- Participate in developing customized plug-in of a configure, price, quote software with IT when necessary
- Prepare test plan, test cases, perform system integration test, QA testing, and support user acceptance test
- Work closely with vendors on system implementation and support in resolving problems
- Execute the product development schedule timely
Product Analyst I
數碼通
07.2017 - 08.2018
- Design offer / frontline logistics by liaise with technical teams on system logic requirement
- Drive and work closely with the internal departments to ensure smooth implementation of marketing programs / frontline logistics
- Design and conduct user acceptance test (UAT) for various service & programs in timely schedule
- Support daily sales & marketing operations activities, work closely with cross-functional for on-going system enhancement & tasks deliveries
- Drive the service quality, procedural efficiency and process improvement and customer satisfaction
Program Planning Specialist
HKT
11.2014 - 04.2017
- - Participate in “Smart Charge” program
- 1. Participate in the Billing system’s development and perform system test
- 2. Discuss with Marketing and Product team for guideline & policy
- 3. Coordinate with all related parties (CS, CAP, Marketing & Product team) for operation flow
- 4. Deliver product information and provide training for team managers about system operation
- - Maintain & keep developing “My HKT” service
- 1. Coordinate with IT to add more user-friendly functions (e.g. QR code payment) in My HKT
- 2. Work with IT for Customers’ problems (e.g. cannot register, login, etc.)
- 3. Arrange test plan with CS team & fix faults with IT for the new functions before launched
- 4. Prepare briefing meeting or training for new features of My HKT for CS team
- - IVR system (Hotline 1000 & 28881211)
- 1. Help to design the call flow for new hotline set-up for new project launched
- 2. Maintain and review the existing call flow and work with IT for modification
- 3. Co-operate with IT to improve the automation rate e.g. broadcast clear announcement
- - Help supervisor to prepare reports and offer help for other department managers
Customer Service Executive
HKT
12.2012 - 11.2014
- Assist front line staff to handle customer’s inquiry.
- Train new colleagues of Billing Enquiry knowledge and call handling skill
- Investigate and resolve dispute cases
- Join briefing bout new launched product and deliver to frontline for selling
- Prepare report and frontlines’ duty schedule
Education
BBA - Marketing Management
中山大學
China 04.2001 -
Skills
Global Cross-Functional Team Leadership
Business process mapping
Requirements gathering
User acceptance testing
Business process improvement
SQL proficiency
Stakeholder management
Software
SQL
Timeline
Business Analyst
LPS
10.2024 - Current
Product Analyst II
數碼通
09.2018 - 10.2024
Product Analyst I
數碼通
07.2017 - 08.2018
Program Planning Specialist
HKT
11.2014 - 04.2017
Customer Service Executive
HKT
12.2012 - 11.2014
BBA - Marketing Management
中山大學
04.2001 -