Pimpri Chinchwad, Maharashtra, India
Experienced Business Analyst with 13+ years in telecom, retail, and customer service industries. Proven ability to drive projects, gather requirements, and manage stakeholder expectations using Agile methodologies. Seeking to leverage technical expertise and leadership skills to optimize business processes and deliver innovative solutions.
Led enhancements for Incident, Service Request, and Case Management modules in ServiceNow CSM. Created BPMN diagrams, SOPs, wireframes, Jira stories, and MoMs; conducted UAT demos with stakeholders. Collaborated with FLAG and GNOC stakeholders on workflows, CSAT improvements, SLA timers, and On-call scheduling. Delivered requirement sign-offs aligned with ITIL standards, ensuring governance and audit compliance.
Client: Openreach – British Telecom | Pune, India | May 2021 – Present • Collaborate with clients to gather and define business and product requirements. • Conduct gap analysis and recommend process improvements for efficient business operations. • Design high-level process documentation for end-to-end order journeys. • Liaise between design, development, and testing teams, ensuring project milestones are met on time. • Key Achievement: Led the SOTAP order journey enhancement, improving field technician workflows for a Openreach client.
Spearheaded digital transformation for BT Openreach, focusing on E2E order management process optimisation and scalability — achieving 10% efficiency gain. Authored High-Level Process Design Documents covering solution impacts, communication/service provider integration, and end-to-end order journey across systems. Collaborated with technical architects, developers, and UX designers to define system architecture diagrams, integration flows, and high-level designs across CRM, Billing, and Order Management modules. Defined comprehensive business requirements, user stories, and acceptance criteria; facilitated Agile ceremonies as certified Scrum Master. Conducted gap analysis (AS-IS to TO-BE), interacted with client teams (Openreach, TSO) to define L2/L3 network journeys. Drove UAT sessions and grooming workshops ensuring alignment between business stakeholders and technology teams.
Led end-to-end implementation of the NBN Gemini Case Management System — improving operational efficiency by 35% through Agile practices and data-driven insights. Delivered Fibre-to-Premises (FttP) technology solutions, significantly boosting customer satisfaction and reducing failed installations by 47%. Served as Knowledge Transfer Lead in Australia — onboarded and trained onshore/offshore teams, established new processes and operations for project transition. Conducted stakeholder interviews and workshops to align operational strategy with business objectives; defined SLAs and ensured vendor compliance via SOW analysis. Spearheaded new project generation and solution development based on direct client/customer interaction during Australia engagement.