Sudhir Madheshiya
Noida
Summary
ITSM-focused Business Analyst with 10+ years of experience in Incident, Problem, and Change Management, recurring issue analysis, workflow automation, and cross-functional requirement delivery. Strong capability in root-cause analysis, SDO/defect frameworks, SQL validations, API/MQ integrations, Power BI reporting, and operational process improvement. Skilled in collaborating with engineering, support, QA, and global business teams to reduce SLA breaches, eliminate repeat issues, and enhance overall service reliability. Proven record of reducing manual effort, improving ticket quality, and delivering data-driven dashboards for leadership decision-making.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Senior Business Analyst – ITSM & Automation
ANR Software Pvt Ltd
Noida
01.2022 - Current
Role Summary
- Driving ITSM analysis, recurring incident identification, workflow automation, and data-driven reporting for Payroll & WFM systems. Leading requirements, RCA documentation, and integration workflows across SQL, API, and MQ-based systems.
Key Responsibilities
- Perform Incident, Problem, and Change analysis, identify recurring issues, and classify patterns using SDO-style frameworks.
- Conduct requirement workshops; prepare BRD/FRD, user stories, acceptance criteria, and process documentation.
- Execute deep-dive SQL validations, data reconciliation, exception analysis, and functional testing.
- Build SLA/KPI dashboards, trend analysis reports, and automated monitoring using Power BI.
- Coordinate with global stakeholders for impact assessment, sprint planning, and UAT execution.
- Lead workflow automation initiatives to reduce manual operations and improve resolution efficiency.
Key Achievements - Reduced reporting turnaround time by 40% through automated Power BI dashboards.
- Reduced manual effort by 50% with workflow automation and exception routing.
- Improved SLA compliance with enhanced triage logic and issue monitoring.
- Strengthened recurring issue detection through structured classification and RCA alignment.
Junior Business Analyst
ANR Software Pvt Ltd
Noida
01.2018 - 01.2022
- Gathered and documented business requirements, user stories, and acceptance criteria.
- Conducted requirement walkthroughs with stakeholders and technical teams.
- Supported data validation, report testing, and functional UAT cycles.
- Assisted in integration testing for payroll, timekeeping, and labor systems.
- Contributed to dashboards development and enhancements in Power BI.
- Worked with cross-functional teams on sprint execution and backlog refinement.
- Key Contributions:
Improved requirement traceability and documentation quality.
Reduced rework by validating requirements upfront with users.
Customer Support Specialist
ANR Software
Noida
01.2015 - 01.2018
- Handled L1/L2 support tickets across Payroll, Workforce Management, and HR systems.
- Performed issue triaging, root cause analysis, and SLA-based resolution.
- Coordinated with development teams for escalations and patch deployments.
- Ensured timely updates to end-users and stakeholders through structured communication.
- Maintained logs, error reports, and system-health checks.
- Tools: CRM, ServiceNow, Mantis, SQL (basic queries)
Education
Master of Computer Application -
IMS Engineering College
Ghaziabad01.2015
Skills
- Requirements gathering and gap analysis
- Process optimization
- User acceptance testing
- Functional documentation
- Incident Management
- Problem Management
- Change management
- RCA
- SDO Frameworks
- Power BI (DAX, visuals, reports)
- SQL proficiency
- Advanced Excel skills
- Data modeling techniques
- ETL integration processes
- Agile and Scrum methodologies
- Sprint planning and execution
- Stakeholder communication
- JIRA project management
- Trello task management
- CRM tool utilization
- API and MQ integrations
- Exception monitoring practices
- Reporting automation and validation
- Problem-solving skills
- Analytical thinking capabilities
- Stakeholder engagement strategies
- Cross-functional collaboration techniques
- Knowledge sharing initiatives
Certification
Microsoft Power Bi - Data Analysis & Visualization
Projects
GSD Integration
- Led end-to-end integration of incident and service request workflows between
internal platforms and ServiceNow.
- Conducted discovery sessions, defined requirement specifications, and managed
sprint progress.
- Improved SLA compliance and reduced resolution delays through streamlined
routing and escalation logic.
Database Migration (Oracle → PostgreSQL)
- Analyzed data models, integration points, and performance considerations for
cross-platform migration.
- Coordinated production deployment and post-migration validation across
impacted systems.
- Ensured data accuracy and stability in downstream reporting and payroll modules.
Data Center (DC) Migration
- Partnered with infrastructure and engineering teams for environment readiness
and application transition.
- Facilitated smoke testing and controlled production cutover, minimizing
operational downtime.
- Strengthened system resilience and long-term maintenance flexibility.
Process Automation of Manual Tasks
- Identified manual operational workflows and partnered with developers to build automation routines, significantly reducing manual effort and minimizing processing errors.
- Sample automations: COO Data Processing Automation, SOW Approval Workflow,
Corporate Dashboard Data Refresh.
Other Projects
- eTimekeeping: Supported shift capture and payroll computation workflows.
- eLabor: Enabled labor scheduling ensuring policy and compliance alignment.
- eHR: Maintained employee records, lifecycle updates, and data validation routines.
Technical Summary
SQL, Oracle, Postgres, MQ, Integration Manager, JIRA, Trello, CRM, Agile, Scrum, SDLC, Payroll, Workforce Management, System Integration, ServiceNow
Timeline
Senior Business Analyst – ITSM & Automation
ANR Software Pvt Ltd
01.2022 - Current
Junior Business Analyst
ANR Software Pvt Ltd
01.2018 - 01.2022
Customer Support Specialist
ANR Software
01.2015 - 01.2018
Master of Computer Application -
IMS Engineering College