Mohan KP
Bengaluru
Summary
Dynamic Business Analyst known for building strong client relationships and leading system redesign initiatives. Focused on delivering customer-centric solutions through effective requirements gathering and analysis, contributing to enhanced operational efficiencies and improved user satisfaction.
Overview
9
9
years of professional experience
Work History
Business system Analyst
Tech Mahindra
Bengaluru
10.2024 - Current
- Led the design and implementation of hierarchical account structures to support parent-child relationships in CRM systems. Automated account path population using fix scripts, resolving data sync issues from external imports. Enhanced contact relationship visibility and role-based access across parent-child accounts. Documented and resolved system issues via ServiceNow tickets, ensuring traceability and compliance.
- Swarming Process – Jira and ServiceNow Integration: Designed and documented the Swarming escalation process, integrating Jira and ServiceNow for seamless case handling.
- Defined new Jira ticket types, fields, and UI enhancements to support swarming workflows. Implemented unidirectional and bidirectional field sync between Jira and ServiceNow, ensuring accurate data flow.
- Integrated Knowledge Base Articles (KBA) and SME-consulted fields into the swarming workflow to promote collaboration.
- Facilitated the mapping and loading of Product Group and Competency data from Excel into the production environment to enhance swarming ticket functionality. Defined transformation logic to ensure accurate field mapping and alignment with existing ticket structures.
- Operational Success Request Form – ServiceNow Enhancement: Consolidated five legacy OS submission forms into a single, streamlined 'Operational Success Request' record producer. Defined form fields, entitlement logic, and portal visibility aligned with business requirements.
- Coordinated the deprecation of legacy forms, and validated new form behavior across environments.
- Ensured a seamless user experience by placing the new form under Request a Service > Request a Success Service on the CSM portal.
- Configuration and Continuous Improvements: Configured UI elements, form views, and field behaviors in ServiceNow and Jira to support business workflows.
- Delivered multiple user stories involving enhancements to account/contact modules, portal-side access, and entitlement logic. Participated in sprint planning, backlog grooming, and story refinement sessions to ensure alignment with business goals.
- Maintained documentation for field mappings, scripts, and workflow logic; contributed to internal knowledge bases.
- Automated Notifications & Jira Integration – Consultancy Case Handling: Defined and documented business rules for automated email notifications and Jira-triggered comments for Consultancy D2D and Consultancy Project case categories.
- Created detailed acceptance criteria for email templates and notification conditions. Ensured conditional logic for email suppression on consultancy cases, while enabling tailored messaging for contacts and watchlists.
- License Service Request Form – ServiceNow Configuration: Designed and configured a dedicated Service Request form for handling license-related service requests within the CSM portal.
- Defined form fields, routing logic, and entitlement conditions to ensure accurate request categorization and assignment. Ensured visibility of the form under appropriate portal sections (e.g., Request a Service > License Services) for streamlined user access.
- Account Escalation Form – Service Portal Redesign: Led the redesign of the Account Escalation form to improve customer experience and data capture accuracy.
- Defined field-level requirements, visibility logic, and default values for 20 or more variables. Ensured compliance with business rules, and supported implementation and UAT.
- Demand Management – OSCA Tool: Maintained and managed incoming demands in the OSCA tool, ensuring alignment with business goals and strategic priorities.
- Evaluated and qualified new demands by assessing feasibility, impact, and alignment with operational success objectives. Collaborated with stakeholders to clarify requirements, validate business cases, and ensure completeness before moving demands forward. Closed demands upon successful delivery, or de-scoping, maintaining accurate records, and traceability
ServiceNow Business Analyst
Modivcare Pvt Ltd
Bengaluru
04.2023 - 09.2024
- Built strong relationships with stakeholders, developed business continuity plans, and fostered an Agile team culture.
- Led system redesigns, optimized catalog items, integrated MS Teams with ServiceNow, and implemented GRC policies.
- Proficient in requirements gathering, documentation, and using the Aha platform.
- Built strong relationships with key customers and stakeholders, leading to repeat business and referrals.
- Fostered and maintained an Agile team culture through team-building activities, and continuous improvement.
- Conducted comprehensive requirements gathering for catalog items, ensuring alignment with organizational objectives, and thorough documentation.
- Analyzed and optimized catalog items during system redesign projects, improving system performance and user satisfaction.
- Gathered and analyzed requirements for UI actions in the Attestation GRC form, ensuring alignment with business needs and user experience.
- Developed and implemented GRC policies, streamlining governance, risk, and compliance processes.
- Spearheaded the integration of MS Teams with ServiceNow, enhancing communication and collaboration across teams.
- Gathered and aligned requirements for Customer Service Management (CSM) to meet client needs and organizational goals.
- Proficient in creating process flow diagrams, use cases, and detailed documentation.
- Developed user stories, acceptance criteria, and detailed requirement documents.
- Hands-on experience with the Aha platform.
- Facilitated stakeholder meetings to gather requirements and clarify project objectives.
Business Analyst, Operations and Communications Lead
Kyndryl Solutions Pvt Ltd
Bengaluru
06.2022 - 04.2023
- Developed user stories and process flows for ServiceNow.
- Collaborated with teams in an Agile-Scrum environment.
- Experience in ITSM (Change, Incident, Problem Management), ServiceNow Portal, and Catalog.
- Led requirement sessions, demos, UAT, and business process modeling.
- Developed user stories and process flows for ServiceNow implementations.
- Worked in an Agile-Scrum environment, ensuring detailed documentation and team collaboration.
- Conducted business requirements gathering, data validation, and business process modeling.
- Collaborated with teams to design solutions aligned with client needs and user stories.
- Participated in requirement sessions, system demos, UAT, and end-user training.
- ITSM experience in Change, Incident, Problem, and Service Request Management.
- Assisted with team communications and coordinated with stakeholders and IT management.
- Managed client onboarding to ITSM systems efficiently and cost-effectively.
- Enhanced ServiceNow Portal and Catalog.
Product Owner
IBM Pvt Ltd
Bengaluru
07.2020 - 06.2022
- Company Overview: The IGA Information Warehouse (IIW) is an IBM internal application providing accurate data on infrastructure events, such as system outages. It offers tools for in-depth analysis, supporting a growing knowledge base on IBM Global Infrastructure performance and availability.
- Proficient in supporting transition projects and delivering customer-focused services.
- Managed multiple IBM UK and Europe accounts in an end-to-end matrix environment.
- Developed and maintained strong client relationships through regular interactions and reporting.
- Single Point of Contact (SPOC) between customers and account teams.
- Conducted problem trend analysis and resolved process issues as a liaison between teams and customers.
- Led client relationship management, service expansion, and onboarding of new customers.
- The IGA Information Warehouse (IIW) is an IBM internal application providing accurate data on infrastructure events, such as system outages. It offers tools for in-depth analysis, supporting a growing knowledge base on IBM Global Infrastructure performance and availability.
Business Situation Portfolio Manager/Business Analyst
IBM Pvt Ltd
Bengaluru
04.2016 - 06.2022
- Proficient in supporting transition projects and managing IBM UK and Europe accounts.
- Acted as SPOC, developed client relationships, and handled service expansion.
- Conducted problem trend analysis, resolved process issues, and maintained team procedures with knowledge transfers.
- Proficient in supporting transition projects and delivering customer-focused services.
- Managed multiple IBM UK and Europe accounts in an end-to-end matrix environment.
- Acted as the Single Point of Contact (SPOC) between customer's and account teams.
- Developed and maintained strong client relationships through regular interactions and reporting.
- Led client relationship management, service expansion, and onboarding of new customer's.
- Conducted problem trend analysis and resolved process issues as a liaison between teams and customer's served as the focal point for creating and maintaining team procedures and providing knowledge transfers on applications and processes.
Education
Master of Business Administration - Human Resource
Atria institute of technology
Bachelor of Science - Electronics
institute of technology
Skills
- Business requirement analysis
- ServiceNow configuration
- Requirements gathering
- Agile project management
- Effective communication
- Customer service
- Communication skills
- Documentation and analysis
- Client relationship management
- Project management
- ServiceNow expertise
- User acceptance testing
- Research
Languages
- English
- Hindi
- Kannada
- Tamil
Accomplishments
- Pat on the Back Award – Tech Mahindra
- Recognized for outstanding contributions and passion to excel in delivering value-driven solutions Awarded by the Chief People Officer for driving positive change and demonstrating excellence in client engagements.
Timeline
Business system Analyst
Tech Mahindra
10.2024 - Current
ServiceNow Business Analyst
Modivcare Pvt Ltd
04.2023 - 09.2024
Business Analyst, Operations and Communications Lead
Kyndryl Solutions Pvt Ltd
06.2022 - 04.2023
Product Owner
IBM Pvt Ltd
07.2020 - 06.2022
Business Situation Portfolio Manager/Business Analyst
IBM Pvt Ltd
04.2016 - 06.2022
Master of Business Administration - Human Resource
Atria institute of technology
Bachelor of Science - Electronics
institute of technology
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