Strategic Business Analyst — bridging support & product
Business Analyst with deep frontline support experience and a product-focused mindset. I translate customer issues into validated requirements, run prioritisation workshops with stakeholders, and deliver audit-ready documentation that speeds delivery while reducing rework. Comfortable across the software lifecycle — from unit test verification to coordinating UAT and driving successful rollouts.
Requirements elicited — 100+
Process improvements — 30+
Documentation coverage — 95%
Core skills
Requirements Elicitation
Stakeholder Workshops
Prioritisation & Roadmaps
BRDs / User Stories
UAT & Unit Test Support
Process Mapping
Power BI / Analytics
API Testing (Postman)
Compliance & Audit Docs
Primary responsibilities (What I Do)
- Lead requirements workshops with customers and internal stakeholders; document needs as BRDs, user stories and acceptance criteria.
- Run prioritisation meetings to shape product backlog and sprint priorities.
- Define and review test cases; support unit testing and co-ordinate/validate UAT with business users.
- Create audit-ready documentation (SOPs, runbooks, compliance checklists) and maintain a living knowledge base.
- Translate support tickets into reproducible product issues and measurable backlog items; reduce developer churn through clear reproduction steps and impact analysis.
- Design dashboards and analytics to measure adoption, defect trends and process KPIs.
Accomplishments & Impact
- Converted high-volume support patterns into product features, reducing developer dependency by 90%.
- Built BRDs and acceptance criteria for 20+ features; average delivery velocity improved by 18% after process changes.
- Designed onboarding & diagnostic playbooks used by support and product teams, improving first-contact resolution metrics.
- Led cross-functional UAT for multi-release rollouts; ensured zero showstopping defects in production launches.
Professional Experience
Digitide Solutions — Business Analyst & Technical Support Executive
- Progressed from Technical Support to Business Analyst role based on strong requirement analysis, documentation excellence and stakeholder collaboration.
- Owned intake for customer issues, created BRDs and user stories and prioritised items with product owners and customers.
- Reduced developer-side escalations by enabling targeted backend access and creating clear reproduction steps.
- Authored SOPs, audit documentation (CMMI/ISO) and release notes; participated in unit test verification and UAT.
Klaus IT (Citrix R&D) — Technical Support Executive
- Supported enterprise Citrix Cloud accounts; performed root-cause analysis and coordinated bug reports with engineering.
Amazon Development Center — Customer Service Associate
- Managed multi-channel support; focused on customer experience and SLA adherence while documenting known issues and fixes.
SASTRA University — Junior Research Fellow
- Research and documentation for DST-SERB biosensor project; mentored junior staff.
C-Cubed Solutions — Technical Support Representative
- Microsoft L3 chat support; produced internal knowledge articles and training materials.