Summary
Overview
Work History
Education
Skills
Timeline
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Kirti Sharma

Meerut

Summary

Experienced professional with over 7 years of expertise in troubleshooting SAAS-based platforms and products. Skilled in investigating issues, troubleshooting applications, and effectively managing enterprise clients. Proven ability to gather requirements, analyze technical challenges, and deliver solutions within SLAs. Accomplished Business Analyst adept at optimizing business procedures and implementing Business Intelligence solutions for enhanced efficiency. Possesses a deep understanding of business best practices, regulatory standards, and optimal control systems, with a strong track record of driving successful outcomes.

Overview

8
8
years of professional experience

Work History

Senior Bussiness Analyst

Etech Global Services
05.2021 - Current
  • Managed end-to-end client onboarding processes, ensuring seamless integration and configuration of services to enhance user experience and satisfaction
  • Serve as the primary point of contact for Medallia Concierge and Medallia Ideas clients, building and maintaining strong relationships to drive customer success and retention.
  • Proficient in critical thinking and problem-solving, capable of managing complex technical challenges under tight deadlines
  • Conducted gap analyses to identify discrepancies between current and desired states, leading to actionable recommendations.
  • Performed risk assessments on potential projects to determine feasibility and viability before moving forward with implementation plans.
  • Managed stakeholder expectations through transparent communication and timely status updates, ensuring alignment between project deliverables and business objectives.

Software Specialist

eClinicalWorks India Pvt. Ltd.
11.2017 - 04.2021
  • Experienced in Troubleshooting SAAS-based platforms and products,
  • Worked on API Tool (Insomnia), issue investigation, Application based troubleshooting, and Enterprise Client Handling.
  • Expertise in gathering clients’ functional requirements, analyzing technical aspects of the issue, prioritizing it, and providing them best possible solutions within SLA and guiding them with workflow.
  • Analyze all reoccurring issues, reported bugs for the same via JIRA, and worked with the internal development team.
  • Worked as SME in Patient Engagement – A product that enhanced communication between healthcare providers and patients, improving health outcomes, satisfaction, and treatment adherence through features like secure messaging, patient portals, and telehealth capabilities.
  • Technical expertise entails ServiceNow, Jira, Salesforce Cisco AnyConnect, LogMeIn Rescue
  • Research, and Resolve issues in a timely fashion while maintaining communication with customers on status, roadblocks, and timeliness.
  • Respond to customers’ queries by determining the nature and likely causes of issues, recommend corrective actions, or guide customers through resolution within SLA.

Software Trainee

Fastbooking India
01.2017 - 07.2017
  • Worked on Global Distribution System GDS.
  • Worked on Tools like Checker and Updator.
  • Worked on Amadeus,Sabre, Wordspan, Pegasus and Galileo.

Education

Master of Computer Application -

Meerut Institute of Engineering And Technology

Skills

  • Requirements Gathering
  • Agile Methodology
  • User Acceptance Testing
  • Stakeholder Management
  • Data Analysis
  • Project Management

Timeline

Senior Bussiness Analyst

Etech Global Services
05.2021 - Current

Software Specialist

eClinicalWorks India Pvt. Ltd.
11.2017 - 04.2021

Software Trainee

Fastbooking India
01.2017 - 07.2017

Master of Computer Application -

Meerut Institute of Engineering And Technology

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Kirti Sharma