Summary
Overview
Work History
Education
Skills
Certification
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RASHMIKANTA DASH

Melbourne,VIC

Summary

Perceptive Senior Business Analyst with 14 years driving successful business processes for IT companies. Dedicated to maximizing impact of key performance metrics to enhance and expand business operations. Known for leveraging both macro and micro-scale analyses to generate holistic images of ongoing business operations for immediate actionability.

Overview

14
14
years of professional experience
5
5

Certifications

Work History

Senior Business Analyst/Product Owner

Telstra
01.2019 - Current
  • Supported leadership team with reporting, analysis, and business presentations to inform divisional strategies
  • Analysed open orders, backlog, and sales data to provide sales team with insights
  • Analysed key aspects of business to evaluate factors driving results and summarized into presentations
  • Developed interfaces to and from Telstra's B2B Salesforce platform Phoenix to other B2B systems so that all systems can get information in real time or on demand basis using Microservices and MuleSoft as Middleware and exposing reusable APIs over APIGEE
  • Maintain and prioritized Business backlog based on Program priorities and benefits
  • Analysed the requirements coming through various channels and convert them into deliverable epics & user stories
  • Improved business direction by prioritizing customers and implementing changes based on collected feedback
  • Assisted in developing and driving both interim and strategic goals focused on delivery of new and innovative capabilities
  • Deliver complex solutions for enabling Field appointment booking, Number management, Porting IN and OUT numbers, Sending replacement devices to customer
  • Providing solution for partners to convert their emails for services directly to Salesforce cases and assigning them to required teams
  • Providing design input for building interface from Salesforce instance to other B2B systems for Assisted channel or Self-serve usage Specific deliveries
  • Experienced in Salesforce CRM, CPQ and Marketing Cloud
  • Automated sync of CRM data with other B2B systems & Salesforce Marketing cloud to get data from other systems
  • Automated onboarding of Customer Contacts onto self-serve platform
  • Salesforce (Sales, Service & Marketing Cloud), MuleSoft, Microservices, Agile & Hybrid Methodologies
  • Streamlined workflow for better productivity with the implementation of new software solutions.
  • Led process mapping initiatives, resulting in optimized workflows and reduced redundancies across departments.

Product Owner, Solution Analyst

Infosys Limited
01.2016 - 01.2019
  • Developing a single platform to assure Telstra's NBN and Mobile Customer calls by following per-defined Smart workflows which takes both Customer Inputs and Test & diagnostics outcome to define the next step
  • This would help providing unified experience to all customers removing human intelligence requirements
  • Work with Product Manager/Owners to maintain and prioritize Business Designs and Epics within program backlog
  • Assist in developing and driving both interim and strategic goals focused on delivery of new and innovative capabilities
  • Contribute deep insights and understanding of customer service ticketing best practices
  • Lead business analysts and feature teams through discovery and elaboration of business designs via ServiceNow
  • Provide quality control whilst maintaining conceptual and technical integrity of solution components through close collaboration with business analysts, feature team leads and IT feature teams
  • Collaborate with Architects and Solution Engineers in decision making regarding technology and infrastructure
  • Participate in iteration planning
  • Oversaw entire product deployments from vision and creation to rollout and delivery
  • Act as point of truth for decisions relating to development of new capabilities
  • Develop and maintain tracking and reporting frameworks
  • Engage in ongoing reviews of business and financial processes and systems
  • Lead cross-functional and/or virtual teams to design, develop and deploy programs of work.
  • Fostered a culture of continuous improvement through regular retrospective meetings with the team.
  • Developed comprehensive roadmaps outlining the product vision, goals, and milestones for successful execution.

Technical Analyst

Telstra, Infosys Limited
01.2013 - 01.2016
  • Developing and maintaining web-based platform for Telecom service provider which is used by customer support agents for diagnosis and troubleshooting of DSL service Assurance for different type of DSL topologies like ATM based, Ethernet Based and ASP
  • Platform to connect and gather information from 18 systems and present it on UI to agents in more understandable format
  • Designed and maintained consistent data collection protocols and standards across numerous databases and projects
  • Authored technical requirement documentation to suit business goals and technological limits
  • Communicated project status to stakeholders, authoring reports to provide up-to-date overviews of ongoing progress
  • Undertook technical maintenance of various database systems
  • Diagnosed software issues and applied troubleshooting techniques to resolve problems
  • Prepared technical responses to requests for quotes, assigning costs, timeframes, and alternative solutions
  • Assessed business requirements and recommended technical products and solutions to meet needs.
  • Assisted in the design of user interfaces for custom applications based on specific requirements gathered from stakeholders.
  • Optimized database performance through regular maintenance tasks such as indexing, backups, and data integrity checks.

Technical Analyst/ Systems Engineer

Infosys Limited
07.2010 - 12.2012
  • Designed and maintained consistent data collection protocols and standards across numerous databases and projects
  • Performed quality assurance and quality control assessments of support ticket fulfillment
  • Undertook technical maintenance of various database systems
  • Diagnosed software issues and applied troubleshooting techniques to resolve problems
  • Collected and monitored incoming data from sources such as remote sensors, third party vendors and visual inspection
  • Streamlined troubleshooting processes to improve system support and enhance communication between support team and end-users
  • Proposed technical feasibility solutions for new system designs and suggested options for performance improvement of technical components
  • Delivered helpdesk service and support to customers
  • Configured, installed, and upgraded SQL databases
  • Handled scripting tasks for debugging and automation using Shell & Java Scripting
  • Documented system configuration, mapping and processes
  • Analysed security logs to determine and alleviate network threats.
  • Led migration of legacy applications onto modern platforms while minimizing disruption to ongoing operations.
  • Collaborated with cross-functional teams to complete projects on time, ensuring client satisfaction and meeting business objectives.

Education

Bachelor of Technology - Electronics & Communications Engineering

Silicon Institute of Technology, Biju Pattanaik Institute of Technology
2010

Skills

  • Business Process Enhancement
  • Reporting and business analysis
  • Business processes and procedures
  • Business performance review
  • Business Relationship Management
  • User Story Writing
  • Backlog Refinement
  • Jira, Confluence/Wiki
  • Business analytics
  • Salesforce Sales & Service Cloud [CRM]
  • Salesforce Marketing Cloud
  • ServiceNow
  • MS Visio, Word, Excel
  • Product Ownership
  • Complex Business Process Transformation
  • Stakeholder Management
  • Business Process Mapping
  • Data Analysis
  • Self-Directed

Certification

  • Salesforce Certified Administrator [Credential ID: 20793652]
  • Salesforce Certified Sales Cloud Consultant
  • RMIT Certified Product Manager
  • Certified Scrum Product Owner (CSPO) [Badge ID: 1252736]
  • SAFe 4 Certified Product Owner/Product Manager in 2018.
  • Certified ServiceNow Administrator in Sep 2017.
  • ITIL Foundation certified by PeopleCert.
  • Advanced level Certifications in Soft skills "Innovates & Improves" and "Collaborates & Influences."
  • CBAP - Certified Business Analysis Professional

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote

Judge a man by his questions rather than his answers.
Voltaire

Timeline

Senior Business Analyst/Product Owner

Telstra
01.2019 - Current

Product Owner, Solution Analyst

Infosys Limited
01.2016 - 01.2019

Technical Analyst

Telstra, Infosys Limited
01.2013 - 01.2016

Technical Analyst/ Systems Engineer

Infosys Limited
07.2010 - 12.2012

Bachelor of Technology - Electronics & Communications Engineering

Silicon Institute of Technology, Biju Pattanaik Institute of Technology

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RASHMIKANTA DASH