Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Madhurima Chakraborty

Kolkata

Summary

Functional Analyst with six years of experience at TATA Consultancy Services, specializing in service management and process optimization. Reduced change failure rates by 20% through strategic stakeholder collaboration and adherence to ITIL practices. Committed to continuous service improvement and development of KPI dashboards that enhance operational performance.

Overview

6
6
years of professional experience
1
1
Certification

Work History

Business Analyst

TATA Consultancy Services
08.2019 - Current
  • Business Analyst and Change Management Specialist with six years of experience in driving transformation initiatives, improving service delivery, and optimizing processes in IT and service-based environments.
  • Proven expertise in gathering and analyzing business requirements, implementing change strategies, and managing SLAs.
  • Adept at stakeholder management, service transition, and continuous service improvement (CSI) initiatives based on ITIL best practices, I collaborated with cross-functional teams to elicit, analyze, and document business requirements for digital transformation projects.
  • Led change impact assessments and implemented structured change management strategies for major IT deployments.
  • Conducted workshops with stakeholders for requirements gathering, gap analysis, and process improvement.
  • Designed and maintained service catalogs and SLA/KPI dashboards to track and improve service performance.
  • Supported an end-to-end change management process in alignment with ITIL practices, reducing the change failure rate by 20%.
  • Created process documentation and conducted training sessions for internal teams.
  • Created process flow diagrams to visualize complex workflows and enhance understanding.
  • Recognized by management for providing exceptional customer service during a project Go-live

Education

B.Tech - ECE

University Of Engineering & Management
Kolkata
1 2019

Class XII -

Bholananda National Vidyalaya
Kolkata
1 2015

Class X -

Bholananda National Vidyalaya
Kolkata
1 2013

Skills

  • Process improvement
  • KPI dashboard design
  • Change management
  • Continuous service improvement
  • Cross-functional collaboration
  • ITIL practices
  • Operations management
  • Release management
  • Incident management
  • Process optimization

Certification

  • ITIL Foundation Certification
  • Google Project Management

Timeline

Business Analyst

TATA Consultancy Services
08.2019 - Current

B.Tech - ECE

University Of Engineering & Management

Class XII -

Bholananda National Vidyalaya

Class X -

Bholananda National Vidyalaya
Madhurima Chakraborty