ESHITA BAGCHI

Accomplished Change Management and Product Development Specialist with a proven track record of driving successful change initiatives and delivering innovative ITSM solutions as well. Possessing a deep understanding of ITIL frameworks, I excel in developing and implementing robust change management strategies. Adept at conducting thorough impact assessments, mitigating risks, and fostering stakeholder collaboration. Proven ability to lead and influence cross-functional teams, optimize processes, and drive automation initiatives. Committed to delivering exceptional results and exceeding customer expectations. Possessing a deep understanding of ITIL frameworks and industry best practices, I excel in leading product development initiatives from concept to commercialization. Skilled in collaborating with cross-functional teams to define product roadmaps, gather customer requirements, and drive product enhancements. Demonstrated ability to leverage data-driven insights to optimize product features and deliver exceptional customer value. Foster automation by collaborating with product stakeholders to identify and implement innovative automation solutions, while leveraging a deep understanding and knowledge of ITSM tools.

• ITIL v3 Certified in ITIL Foundation in IT Service Management, APMG International, 2012, 87.5%
• Lean Six Sigma Green Belt
• IELTS with Band 8
• Recognition Award, Hewlett Packard Enterprise, 2017
• Project Star Award, Capgemini Pvt Ltd, 2012
• Best trainee, Limtex Pvt Ltd, 2010

• Process knowledge
• Ability to deal with changes effectively
• Decision making skill
• Flexibility & Adaptability
• Leading a team
• Excellent Communication skills (IELTS with band 8)
• Hands on experience in ITSM (Change, Incident, Problem, Release/migration)
• Collaborating with stakeholders
• Technical Skills: Service Now, HPSM, ITSM, BMC Remedy, ServiceNow, CMR tool, MS Office Professional
• Lean Six Sigma Green & Black Belt Certified
• ITIL V3 & ITIL 4 Certified
• AZ-900 - Microsoft Azure Fundamentals certified
• Agile Scrum Foundation Trained
• Business Analysis Foundation Trained
• Soft Skills Trained
• Design Thinking for Beginners
• Artificial Intelligence Beginners Guide: What is AI
• ICBI TTT certified which NABET (National Accreditation board of education and training) and SQA (Scottish Qualification Authority) accredited

Capstone Project 1: Regulatory Reporting Compliance System for Investment Bank

Challenge: The bank incurred compliance penalties due to inefficient, manual, and paper-based risk and compliance reporting processes, which led to errors and operational inefficiencies. Current systems operating in silos further complicated data extraction.

Solution: We implemented a comprehensive, workflow-driven Regulatory Reporting System with a centralized audit documentation repository, streamlining compliance processes and improving accuracy.

Responsibilities:-

1. Developed detailed Business Requirements Documents (BRD) and Functional Requirements Documents (FRD) to clearly define project scope, ensuring alignment between stakeholder expectations and technical deliverables.

2. Utilized Agile methodologies to oversee sprints, optimize backlogs, and craft detailed Jira stories with well-defined acceptance criteria, ensuring alignment with project objectives and stakeholder requirements.

3.Designed mockups and wireframes to visualize user-centric solutions, collaborating with UX/UI designers and developers to enhance functionality and usability.

4. Conducted gap analyses and proposed solutions to optimize investment banking and insurance workflows, improving operational efficiency and regulatory compliance.

5. Facilitated requirement gathering sessions with cross-functional teams, translating complex business needs into actionable user stories and technical specifications.

6. Acted as a bridge between business and technical teams, overseeing feature prototypes, testing functionalities, and conducting User Acceptance Testing (UAT) for seamless implementation.

7. Managed stakeholder coordination to deliver comprehensive project documentation, including process maps, user stories, and requirements traceability matrices, ensuring Agile best practices.

Key Achievements:

• Reduced manual errors by 99%, significantly improving data accuracy.
• Increased staff productivity, enabling Risk Officers to manage 10–15 audits concurrently.
• Minimized non-compliance issues, ensuring regulatory adherence.
• Enhanced strategic decision-making with real-time dashboard insights.

Project: Claim Management System

ITIL V3

• ITSM Tools: ServiceNow, HPSM, BMC Remedy, ITSM, CMR Tool, Jira ITSM.
• Project Management: Jira, Stories on Board.
• Design & Prototyping: Figma, Balsamiq, Proto.io, Miro.
• Office Productivity: MS Office Professional (Word, Excel, PowerPoint, Outlook.