Summary
Overview
Work History
Education
Skills
Certification
Technical Skills
Timeline
Generic

SHUBHAM KUMAR SINGH

Bengaluru

Summary

Business Excellence Analyst with over 5 years of experience in Process Compliance, Quality Assurance, Business Process Improvement, and Data Analytics. Expertise in audit frameworks, SQL, Power BI, automation, and reporting to drive operational excellence. Proven ability to enhance compliance, streamline workflows, and provide data-driven insights. Strong stakeholder engagement and team leadership skills, with a focus on continuous improvement and knowledge management.

Overview

7
7
years of professional experience
1
1
Certification

Work History

Business Excellence Analyst

Computacenter
Bengaluru
07.2023 - Current
  • Designed and deployed a comprehensive audit framework across multiple DLM (Device Lifecycle) accounts (India/overseas), ensuring compliance and process consistency.
  • Conduct in-depth process compliance audits, driving operational improvements, and adherence to quality standards.
  • Spearhead automation and reporting initiatives using Power BI and SQL, improving data accuracy and decision-making.
  • Provide data-driven insights and compliance feedback to stakeholders, leading to measurable improvements in service delivery.
  • Developed a BI dashboard for process compliance to visualize audit results and trends, enabling better decision-making.
  • Created a SharePoint page to provide broader access to the compliance dashboards for a larger audience.
  • Lead cross-functional discussions on quality issues, implementing remediation strategies for enhanced operational efficiency.
  • Actively support Global OPEX initiatives, fostering a culture of quality and continuous improvement.

Technical Analyst

Computacenter British Telecom
Bangalore
02.2020 - 06.2023
  • Recognized as a Subject Matter Expert (SME) for end-user support, handling escalations, and collaborating with application owners for resolution.
  • Manage ServiceNow ITSM processes, ensuring efficient incident resolution (P-1 and P-2), KPI tracking, and report generation.
  • Developed multiple BI dashboards in Power BI to track performance metrics, improve user experience, and provide key operational insights.
  • Contributed to knowledge management, ensuring up-to-date resources for self-help and issue resolution.
  • Played a key role in enhancing the Net Promoter Score (NPS), significantly improving customer satisfaction.
  • Provided technical support and managed ServiceNow ITSM incidents, ensuring quick turnaround times.

01.2018 - 01.2020
  • Worked with prestigious organizations named Torry Harris Business Solution, PlayShifu & Megashots Internet Pvt. Ltd.

Education

Bachelor of Technology - Mechanical

GLA University
Mathura
05.2018

Skills

  • Process compliance and quality assurance
  • Audit framework development and implementation
  • Data analysis and business intelligence (Power BI, SQL)
  • Process optimization and automation
  • Stakeholder engagement and cross-functional collaboration
  • ServiceNow ITSM and incident management (P1 and P2)
  • Continuous improvement and lean six sigma
  • Trend Forecasting and KPI-Analysis
  • Report preparation and dashboard creation

Certification

  • Lean Six Sigma Green Belt certification (project ongoing)
  • ITIL V4 certification, exam pending
  • Microsoft Power BI, Udemy

Technical Skills

  • Business intelligence and reporting: Power BI, SQL, Microsoft Excel, KPI dashboards
  • IT Service Management (ITSM): ServiceNow, incident and change management
  • Automation and data processing: SharePoint, Microsoft Power Automate, Azure
  • Quality and compliance: audit frameworks, process compliance, root cause analysis (RCA)

Timeline

Business Excellence Analyst

Computacenter
07.2023 - Current

Technical Analyst

Computacenter British Telecom
02.2020 - 06.2023

01.2018 - 01.2020

Bachelor of Technology - Mechanical

GLA University

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SHUBHAM KUMAR SINGH