Senior Business Analyst

Drive business analysis for the NPCI BHIM ecosystem by translating product needs into business requirements, functional requirements, workflows, user stories, acceptance criteria, and implementation-ready specifications. Defined requirements for the Delivery Engine customer engagement and campaign orchestration platform, including journey design, implementation support, testing, and business validation.

Designed onboarding, re-engagement, feature-adoption, transaction-based, and event-triggered customer journeys. Defined complaint-management, BHIM Assist and Haptik chatbot, push-notification, and Appsflyer event-tracking requirements. Coordinated cross-functional stakeholders and led validation across SIT, UAT, regression, crowd testing, release readiness, production smoke testing, and post-release monitoring. Facilitated Agile ceremonies including sprint planning, backlog refinement, stand-ups, reviews, retrospectives, and estimation.

Managed and delivered more than 10 IT projects end-to-end, aligning requirements, project scope, delivery activities, and client expectations with business objectives. Translated business requirements into workflows, user stories, functional specifications, acceptance criteria, and implementation-ready solutions.

Coordinated delivery across eight cross-functional departments, including Sales, UI/UX, Development, QA, and DevOps. Processed more than 50 client change requests with 95% on-time completion, supporting impact analysis, prioritization, scope management, and communication. Led client UAT sessions, created UML diagrams, and used AI-assisted tools to streamline analysis and documentation workflows.

Resolved L1 and L2 technical incidents for enterprise SaaS products, helping maintain service availability and customer satisfaction. Investigated recurring technical issues with development teams and contributed to root-cause analysis.

Documented troubleshooting procedures, support SOPs, and recurring issue resolutions. Standardized support documentation and supported business teams with SQL- and Excel-based reporting and data analysis.

Resolved high-volume technical support requests through calls and chat while meeting defined SLA targets. Diagnosed operating-system, networking, and software issues for enterprise customers.

Coordinated resolution activities and supported proactive monitoring and maintenance work. Maintained customer-service standards while documenting and addressing technical issues.