Senior Business Analyst | IT Program & Change Management
Turning complex operations into clear, reliable business systems.
I help teams translate ambiguous business needs into executable requirements, stronger ITSM workflows, and measurable operational improvements across FinTech, e-commerce, and government programs.
About
Business analyst with a delivery mindset.
I am a results-driven Business Analyst and IT Program Manager focused on ITSM transformation, change management, stakeholder alignment, and process documentation. My work combines structured requirement discovery with Agile delivery, ITIL v4 practices, executive reporting, and clear communication between business leaders and engineering teams.
I have delivered measurable improvements including reduced incident resolution time, lower support overhead, faster onboarding, and stronger change governance for platforms serving high-volume e-commerce, FinTech, field service, and public-sector operations.
Impact
Measurable outcomes from disciplined execution.
20% MTTR reduction
Improved incident resolution through structured triage and escalation on ServiceNow.
25% fewer support tickets
Reduced tier-1 volume with user manuals, SOPs, and operational runbooks.
30% faster onboarding
Standardized documentation and modular training material across teams.
35% less rework
Improved requirement quality through workshops, BRDs, and clear acceptance criteria.
Experience
Programs, platforms, and operations.
Jan 2024 - Present
Business Analyst & Change Management Lead
Bunk Infotech Pvt. Ltd. / Devwings Buildangle Pvt. Ltd. | Patna, India
Field Service Management Platform | ITIL v4 Transformation
- Engineered ITSM workflow specifications aligned to ITIL v4 across 4 business units and a 12-member engineering team.
- Facilitated Change Advisory Board sessions and created rollback-ready implementation plans with zero unplanned outages over 12 months.
- Designed SLA dashboards in Excel and Airtable, reducing SLA breach rate by 18%.
Sep 2019 - Dec 2024
Business Operations & Incident Management Analyst
Bunk Infotech Pvt. Ltd. / BMNS Kart | Patna, India
High-Volume E-commerce Platform | ServiceNow ITSM
- Managed incident lifecycle for a platform processing 10,000+ monthly transactions.
- Conducted RCA on P1/P2 incidents and reduced recurring incidents by 30% over two quarters.
- Built executive dashboards for SLA compliance, ticket trends, and operational KPIs.
Jan 2020 - Aug 2021
Project Support Analyst
Bihar Police Prohibitions | Bihar, India
Government Compliance & Operational Support
- Coordinated execution for a state-level compliance initiative spanning 8 departments.
- Maintained governance artifacts including RACI matrices, project reports, and risk registers.
- Supported policy-driven system updates with full audit trail compliance.
Sep 2019 - Aug 2021
Operations & Reporting Analyst
Bunk Infotech Pvt. Ltd. / SKVPAY | Patna, India
FinTech Payment Platform | Operations & Business Continuity
- Built weekly dashboards for SLA performance, issue trends, and business metrics for 50,000+ users.
- Documented contingency workflows that reduced system-downtime impact by 15%.
- Improved reporting accuracy and process transparency with business and technical teams.
Competencies
Tools and strengths I bring to delivery teams.
Business Analysis
Requirements elicitation, BRD authoring, gap analysis, use cases, acceptance criteria, process mapping, user stories.
Program Management
Agile, Scrum, Kanban, Waterfall, project coordination, stakeholder management, risk tracking, status reporting.
ITSM & Change
ITIL v4, incident management, problem management, CAB governance, RCA, SLA and KPI governance, ServiceNow.
Data & Platforms
Executive dashboards, SLA trend analysis, operational KPI reporting, advanced Excel, MySQL, Airtable, Jira, Office 365.
Learning
Education and certifications.
Certifications
- Enterprise Product Management Fundamentals - Microsoft, Coursera
- Generative AI Foundations Program - upGrad & Microsoft
- Foundations of Project Management - Google, Coursera
- Microsoft Certified Technology Specialist - Windows Server
- Higher Diploma in System & Networking - NIIT
- Manual Testing - Aptron Solutions
Education
- MBA Generative AI and Product Management - IIT Patna, 2026-2027*
- Bachelor of Computer Applications - Lovely Professional University, 2025
- Intermediate - Kendriya Vidyalaya, Samastipur
- Matriculation - Holy Mission High School, Samastipur
Contact
Let’s build clearer operations and stronger delivery.
Available for business analysis, ITSM transformation, change governance, dashboarding, and program coordination roles.