Ben B.

IT Apprentice (Business Analyst & IT Support) @FDM Group

Leeds, GB

Experienced in business analysis through requirement gathering, process mapping, data interpretation, and creating BRDs, user stories, and process flows. Skilled in stakeholder communication, documentation, and supporting project delivery through tracking, reporting, and coordination.Additionally, gained hands-on exposure to IT service improvement by optimising Freshservice workflows, managing user access via Office 365 Admin, Azure, and Entra, and maintaining audit-ready documentation. Combined technical understanding with analytical skills to support process improvements and strengthen compliance.• Gathered and documented business requirements, producing BRDs, user stories, and process flows to support project delivery.• Mapped “as-is” and “to-be” processes to identify compliance gaps and recommend improvements.• Communicated with stakeholders, captured meeting outcomes, and supported project tracking and reporting.• Optimised Freshservice workflows and automated email templates to improve service efficiency and user experience.• Administered identity and access management using Office 365 Admin, Azure, and Entra, ensuring security and compliance.• Maintained audit-ready documentation of incidents, access changes, and processes, reinforcing governance and operational transparency.

Bishop Young Academy

GCSE's

Sheffield Hallam University

Bachelor's degree

Abbey Grange Academy Sixth Form

A Levels