Turning side-channel requests into a requirements pipeline
Business Analyst — Solution Delivery · 2021–2023
actionable needs captured
quarters to do it
adoption beyond the home team
The problem
Business needs reached the Solution Delivery team through chats, one-off comments in meetings, and side emails — there was no formal pipeline. I'd seen the cost of that up close: my own IT/VoIP hybrid team was being pulled in every direction by stakeholders, with nothing screened properly, so I built a system that let us intake all of it. Leadership saw what it did for one team and asked for it across all of Solution Delivery.
What I did
- Formalized intake into a real process — every request tied to its stakeholders, quarterly priorities, and OKRs, instead of living in someone's chat history.
- Iterated the tooling pragmatically: a simple Google Docs form first, then Formstack for reporting, ultimately a Coda form feeding directly into Jira — where requirements needed to end up.
- Built the routing to run itself: the department a request came in under intelligently set its Jira labels, and a software-development intake board plus regular triage sessions moved work to the right teams.
Outcome
150+ actionable business needs captured in two quarters — work that had been handled invisibly on the side, now formalized, prioritized, and traceable. And the process found users I never planned for: any team doing solution delivery — teams managing Mendix side apps, Legal, Accounting — ended up managing their intake with this form. An internal process that spread like a product is still one of my favorite pieces of PM evidence from my BA years.
Stack: Jira (boards, labels, automation) · Coda · Formstack · Google Workspace