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I am an IT Business Analyst with extensive experience in translating complex service-management and infrastructure needs into actionable requirements across cloud, telecom, and aviation environments. I excel in eliciting and documenting requirements, mapping processes, and driving ITSM platform improvements to enhance SLA compliance and reduce cycle times. I enjoy collaborating with cross-functional teams and stakeholders to deliver clear, data-driven solutions that improve operational efficiency and regulatory adherence. I’m passionate about coaching and career branding, helping professionals align their skills with ITIL standards and industry best practices.…I am an IT Business Analyst with extensive experience in translating complex service-management and infrastructure needs into actionable requirements across cloud, telecom, and aviation environments. I excel in eliciting and documenting requirements, mapping processes, and driving ITSM platform improvements to enhance SLA compliance and reduce cycle times. I enjoy collaborating with cross-functional teams and stakeholders to deliver clear, data-driven solutions that improve operational efficiency and regulatory adherence. I’m passionate about coaching and career branding, helping professionals align their skills with ITIL standards and industry best practices.

Itendra Rawal

Project Manager, Marketing Strategist, Product Marketer, +2

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I am an IT Business Analyst with extensive experience in translating complex service-management and infrastructure needs into actionable requirements across cloud, telecom, and aviation environments. I excel in eliciting and documenting requirements, mapping processes, and driving ITSM platform improvements to enhance SLA compliance and reduce cycle times. I enjoy collaborating with cross-functional teams and stakeholders to deliver clear, data-driven solutions that improve operational efficiency and regulatory adherence. I’m passionate about coaching and career branding, helping professionals align their skills with ITIL standards and industry best practices.…I am an IT Business Analyst with extensive experience in translating complex service-management and infrastructure needs into actionable requirements across cloud, telecom, and aviation environments. I excel in eliciting and documenting requirements, mapping processes, and driving ITSM platform improvements to enhance SLA compliance and reduce cycle times. I enjoy collaborating with cross-functional teams and stakeholders to deliver clear, data-driven solutions that improve operational efficiency and regulatory adherence. I’m passionate about coaching and career branding, helping professionals align their skills with ITIL standards and industry best practices.

Available to hire

I am an IT Business Analyst with extensive experience in translating complex service-management and infrastructure needs into actionable requirements across cloud, telecom, and aviation environments. I excel in eliciting and documenting requirements, mapping processes, and driving ITSM platform improvements to enhance SLA compliance and reduce cycle times.

I enjoy collaborating with cross-functional teams and stakeholders to deliver clear, data-driven solutions that improve operational efficiency and regulatory adherence. I’m passionate about coaching and career branding, helping professionals align their skills with ITIL standards and industry best practices.

Skills

Experience Level

Expert

Expert

Expert

Expert

Expert

Expert

Intermediate

Intermediate

Work Experience

ITSM Business Analyst at Takeo Tech

November 1, 2022 - June 6, 2024

Gathered and prioritized requirements for ServiceNow enhancements used by 200+ support staff, boosting SLA adherence from 88% to 97%. Designed SLA Tracker dashboard that cut incident resolution time by 35%. Facilitated 15 cross-functional workshops; produced 14 BPMN diagrams adopted as governance baseline. Authored functional specs and acceptance criteria for an automated document-generation tool, shortening BA documentation cycles from 5 to 2 days. Led UAT, defect triage, and release readiness—achieving 100% on-schedule deployments.

ITSM Business Analyst at Takeo Tech

November 1, 2022 - June 8, 2024

Gathered and prioritized requirements for ServiceNow enhancements used by 200+ support staff, boosting SLA adherence from 88% to 97%. Designed an SLA Tracker dashboard that reduced incident resolution time by 35%. Facilitated 15 cross-functional workshops and produced 14 BPMN governance diagrams. Authored functional specs and acceptance criteria for an automated document-generation tool, shortening BA documentation cycles from 5 to 2 days. Led UAT, defect triage, and release readiness, achieving 100% on-schedule deployments.

Technical Business Analyst (Telecom Ops) at Dish Network

December 1, 2021 - September 30, 2022

Wrote 40+ user stories for ITIL-compliant incident and problem workflows, improving sprint predictability by 15%. Built a telecom service-catalogue KPI scorecard in Confluence/Power BI, driving a 20% drop in recurring incidents. Identified regulatory-compliance gaps; remediation plan adopted by InfoSec reduced audit findings by 80%. Acted as Scrum Master for two sprints, clearing a backlog of 60 defects within 30 days.

Technical Business Analyst (Telecom Ops) at Dish Network

December 1, 2021 - September 30, 2022

Wrote 40+ user stories for ITIL-compliant incident and problem workflows, improving sprint predictability by 15%. Built a telecom service-catalogue KPI scorecard in Confluence/Power BI that led to a 20% drop in recurring incidents. Identified regulatory compliance gaps; InfoSec remediation reduced audit findings by 80%. Acted as Scrum Master for two sprints, clearing a backlog of 60 defects within 30 days.

Technology Workforce Business Analyst at Delta Air Lines

March 1, 2018 - October 31, 2020

Captured requirements for digitizing FAA-compliant maintenance processes, shortening approval cycles by 25%. Led CMDB and Flight Ops data integration, cutting problem resolution time by 30%. Developed stakeholder RACI matrix and communication plan covering 12 leadership teams. Authored business cases that justified a $1.3M ITSM investment—achieving projected ROI in 10 months.

Technology Workforce Business Analyst at Delta Air Lines

March 1, 2018 - October 31, 2020

Captured requirements for digitizing FAA compliant maintenance processes, reducing approval cycles by 25%. Led CMDB and Flight Ops data integration efforts, cutting problem resolution time by 30%. Developed a stakeholder RACI matrix and communication plan covering 12 leadership teams. Authored business cases for a $1.3M ITSM investment, achieving projected ROI in 10 months.