Jayahsree Reddy G
Hyderabad,TG
Summary
Dynamic Business Analyst with a proven track record of bridging the gap between clients, functional developers, and quality assurance teams. Expertise in gathering, analyzing, and documenting business requirements, translating them into actionable functional specifications that align with client needs. Successfully led the development of user stories, use cases, and process flows to advance projects while identifying improvement opportunities and providing strategic guidance on solution design for the Speakeasy contact center platform. Strong relationship management skills ensure effective tracking of project milestones and timely delivery of high-quality features that meet business objectives.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Business Analyst
HCL Technologies
03.2023 - Current
Bus & Technology Delivery Senior Analyst
Accenture Solutions India Private Limited
12.2021 - 02.2023
- Responsible for gathering business requirements, defining and documenting change requests, and ensuring changes align with business goals and processes.
- Requirements Gathering & Analysis: Collaborate with stakeholders (marketing, IT, sales, store operations) to gather and document business requirements and conduct impact analysis for eCommerce and in-store system changes.
- Change Request: Identify process/system improvements, document Requests for Change (RFCs), and prioritize changes based on business value, risk, and urgency.
- Cross-functional Collaboration: Serve as a liaison between IT and business teams, facilitating workshops and meetings to align on change requirements and solutions.
- Solution Design Support: Optimize business processes, develop use cases/user stories, and conduct feasibility analysis to ensure changes align with business objectives.
- Change Communication & Training: Develop change communication plans, identify training needs, and create resources for employees to manage system/process updates.
- Testing & Quality Assurance: Serve as a liaison between Testing teams and business to create test plans, coordinate User Acceptance Testing (UAT), and manage defect resolution to ensure changes meet business needs.
- Change Impact Assessment: Assess risks and benefits of changes, ensuring alignment with business goals (e.g., customer satisfaction, sales growth).
- Post-Implementation Review: Track success metrics, collect feedback, and document lessons learned for continuous improvement.
- Continuous Improvement: Suggest process optimizations based on data-driven insights and feedback from users to enhance both eCommerce and store operations.
- Documentation & Reporting: Maintain thorough change management documentation and report on key performance indicators (KPIs) post-implementation.
- Experience/Accomplishment
- Business Analysis (Change Management)
System Engineer
CA Technologies, Hyderabad on payroll of MAGNA
07.2016 - 06.2020
- Gathered and analyzed business requirements for Clarity Product, working closely with stakeholders to understand their needs and translating them into functional specifications to ensure alignment with business objectives.
- Collaborated with development and technical teams to ensure the seamless integration of Clarity with other enterprise systems, identifying system gaps and proposing solutions to support business processes.
- Led user acceptance testing (UAT) for Clarity Product, ensuring that new features, enhancements, and updates met business requirements before deployment.
- Assisted in configuring portals and aligning client instances to Single Sign-On (SSO), improving user experience and security protocols.
- Worked with the Clarity Product across various environments (Production, Development, Test, and Sandbox), gathering requirements and ensuring proper system functionality and alignment with business needs.
- Managed and coordinated activities necessary to control, track, and audit changes in the application, ensuring that all changes align with business objectives and requirements.
- Ensured all change management activities adhered to predefined standards, policies, and procedures, maintaining alignment with best practices and industry standards.
- Chaired and hosted weekly Change Advisory Board (CAB) meetings to review and approve changes, ensuring stakeholder engagement and smooth change implementation.
- Published and maintained Knowledge Base articles on the CA Support Portal, ensuring that internal and external clients have access to up-to-date, relevant information.
- Proficiently utilized Salesforce, WolkenSoft, and ServiceNow to manage and track client requests, ensuring effective communication and resolution within established service-level agreements
- Experience/Accomplishment
- Product Specialist / Business Analyst
System Engineer
Zensar Technologies limited, Hyderabad
10.2015 - 06.2016
- Acted as a client liaison, conducting regular and ad-hoc meetings to review issues and communicate service delivery challenges to clients, ensuring clear and effective communication.
- Utilized the Incident Management System via ServiceNow to document, track, and resolve incidents and requests in a timely and efficient manner.
- Escalated complex issues to the appropriate support specialists, ensuring the right resources were engaged for resolution.
- Identified, evaluated, and prioritized client problems and complaints, ensuring that critical issues were addressed with urgency and aligned with service level agreements (SLAs).
- Managed Active Directory tasks, including pushing software updates, extending user contracts, and enabling or disabling users based on contract durations.
- Monitored the effectiveness of service delivery and proactively recommended improvements, contributing to the standardization of ITIL processes and ensuring smooth implementation across functions.
- Collaborated with appropriate resolver teams to meet time-to-repair (TTR) goals, ensuring efficient resolution of incidents and minimizing downtime.
- Liaised with various internal teams such as HCL, CSC, CGI, Microsoft, and Oracle to resolve issues at all levels, ensuring cross-team collaboration and seamless service delivery.
- Experience/Accomplishment
- Request and Incident Management
Process Associate
Genpact India Pvt. Ltd
04.2014 - 10.2015
- Effectively managed Level 2 prioritization and resolution processes, conducting thorough defect analysis to assess their impact on overall project timelines and deliverables.
- Provided critical process guidance and support to analysts through consult cases, ensuring adherence to IT service management best practices and efficient issue resolution.
- Collaborated with internal analysts to diagnose root causes of complex service issues, implementing corrective actions to mitigate recurring problems and enhance service delivery.
- Oversaw the communication of process parameters to team members, ensuring consistency and alignment with IT service management standards.
- Managed escalations and consults, offering expert problem resolution support to team members while ensuring minimal disruption to service operations.
- Delivered work direction, problem-solving expertise, and training to technical support staff, fostering a collaborative and skilled service management team.
- Engaged with cross-functional teams to identify and address root cause and access-level issues, providing actionable insights and resolutions to analysts for timely customer query resolution.
- Experience/Accomplishment
- IT Service Management
Service Support Representative
Unisys India Pvt. Ltd
12.2011 - 10.2013
- Initiated communication and established a major escalation bridge to evaluate the business impact, understand and work with stakeholders to resolve the issue.
- Constantly monitor incidents and have cross-functional teams resolve and investigate on the RCA
- Coordinating with resolver groups to identify root causes of incidents, make temporary solutions (workarounds) available and develop final solutions for known errors.
- Performing trend analysis to conduct Proactive Problem Management and eliminate reoccurring issues.
- Engaging in proactive problem management by analyzing trends or historical data of incidents.
- Manages and coordinates all activities to control, track and audit changed in the environment
- Hosting CAB Meetings
- Request to provide approvals and rejections.
- Authorize and schedule the changes.
- Ensure that all the activity design to implement the changes are as per the standards.
- Conduct post –implementation reviews (PIRs) for changes for which such reviews are deemed necessary.
- Request to provide approvals and rejections.
- Experience/Accomplishment
- Incident management
- Problem Management
- Change Management
Education
Post Graduation (MCA) - Master of computer applications
JNTU University
Hyderabad, TelanganaGraduation Bachelor of Commerce - undefined
Acharya Nagarjuna university
Guntur, AndhraSkills
- IT Service Management
- Digital marketing
- Cloud Support Specialist
- Business analysis
- Agile
- Stakeholder Management
- Communication Management
Certification
- ITIL V3 certified
- ITIL 4 certified
Industries
- Technology
- Banking
- ECommerce
- Digital marketing
Domain Experience
- Product Management
- Business Analysis
- Strategic Planning
- Process Improvement
- Customer Experience
Timeline
Business Analyst
HCL Technologies
03.2023 - Current
Bus & Technology Delivery Senior Analyst
Accenture Solutions India Private Limited
12.2021 - 02.2023
System Engineer
CA Technologies, Hyderabad on payroll of MAGNA
07.2016 - 06.2020
System Engineer
Zensar Technologies limited, Hyderabad
10.2015 - 06.2016
Process Associate
Genpact India Pvt. Ltd
04.2014 - 10.2015
Service Support Representative
Unisys India Pvt. Ltd
12.2011 - 10.2013
Graduation Bachelor of Commerce - undefined
Acharya Nagarjuna university
Post Graduation (MCA) - Master of computer applications
JNTU University
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