Senior Technical Project Manager and Business Analyst

Ketki Ajay Raje, PMP®

Senior Business Analyst Technical Project Manager

Dallas, TX *****.*.****@*****.*** +1-704-***-****

PMI PMP Certified Senior Business Analyst Technical Project Manager Business Process Transformation Digital Transformation Agile Delivery Customer Experience Platforms

EXECUTIVE PROFILE

PMP® Certified Senior Business Analyst with 15+ years of experience analyzing business processes, gathering and translating business requirements into technical solutions, and leading enterprise digital transformation initiatives. Extensive experience partnering with business stakeholders, engineering teams, architects, and product owners to deliver enterprise software, intelligent automation, AI-enabled solutions, and cloud migration programs. Skilled in business process optimization, workflow analysis, requirements documentation, Agile delivery, user story creation, UAT coordination, executive reporting, and cross-functional collaboration. Proven track record delivering multimillion-dollar transformation initiatives that improve operational efficiency, customer experience, and business outcomes.

CAREER HIGHLIGHTS

●Generated $75M+ in annual business value through enterprise process optimization, intelligent automation, fraud prevention, and digital transformation initiatives.

●Partnered with business stakeholders to analyze, document, and optimize 20+ enterprise business processes, delivering scalable technology solutions that improved operational efficiency and customer experience.

●Led requirements gathering, business process analysis, and cross-functional collaboration for enterprise software initiatives supporting 20,000+ users across geographically distributed teams.

●Successfully translated complex business requirements into user stories, functional specifications, and implementation roadmaps, guiding delivery from requirements through production deployment.

●Delivered 35+ workflow automation initiatives that reduced Average Handle Time (AHT), improved service quality, and increased workforce productivity across enterprise customer operations.

●Coordinated enterprise application modernization, cloud migration, API integration, and AI-enabled transformation initiatives while aligning business, engineering, QA, and executive stakeholders.

●Conducted business process optimization initiatives that improved workforce productivity from 60% to 85% through workflow redesign, operational analytics, and automation.

●Developed executive dashboards and business performance reporting using Power BI, enabling data-driven decision-making and tracking of key operational KPIs.

●Collaborated with global cross-functional teams across the U.S. and India, facilitating Agile delivery, UAT, release readiness, and successful implementation of enterprise technology solutions.

●Delivered enterprise automation and digital transformation programs that improved customer experience, operational scalability, and long-term business performance.

CORE COMPETENCIES

Business Analysis & Requirements Management

●Business Analysis

●Requirements Elicitation

●Business Requirements Gathering

●Functional Requirements Documentation

●User Story Development

●Acceptance Criteria

●Process Mapping

●Workflow Analysis

●Gap Analysis

●Business Process Optimization

●Root Cause Analysis

●Solution Validation

●Wireframe Creation

●UX/UI Creation

Agile Delivery & Implementation

●Agile (Scrum)

●Waterfall

●Hybrid Delivery

●Software Development Lifecycle (SDLC)

●Sprint Planning

●Backlog Refinement

●System Integration Testing (SIT)

●User Acceptance Testing (UAT)

●Release Management

●Production Deployment

●Change Management

●Project Management

Stakeholder & Project Leadership

●Stakeholder Management

●Cross-functional Collaboration

●Executive Communication

●Executive Reporting

●Workshop Facilitation

●Risk & Issue Management

●Vendor Management

●Resource Coordination

●Global Delivery

●Onshore & Offshore Team Leadership

Digital Transformation & Technical Tools

●Digital Transformation

●Intelligent Automation

●Workflow Automation

●Robotic Process Automation (RPA)

●AI-enabled Solutions

●Power BI

●Azure DevOps

●JIRA

●Confluence

●Microsoft Azure

●REST APIs

●SQL

●Oracle

●SharePoint

●Postman

●Figma

PROFESSIONAL EXPERIENCE

AT&T (Contract through Infosys) Technology Lead / Senior Business Analyst Jan, 2021 – Dec,2025 Pune, St Louis, Dallas

●Partnered with business stakeholders, product owners, architects, and engineering teams to analyze business needs, define functional requirements, and translate business objectives into scalable technology solutions.

●Facilitated business workshops, stakeholder interviews, and requirements gathering sessions to document business processes, identify improvement opportunities, and prioritize implementation roadmaps.

●Created detailed user stories, acceptance criteria, process workflows, and functional documentation supporting enterprise software development and digital transformation initiatives.

●Conducted business process analysis and workflow optimization across customer service platforms supporting over 20,000 users, improving operational efficiency and customer experience.

●Collaborated with development and QA teams throughout the SDLC, ensuring delivered solutions aligned with business requirements and organizational objectives.

●Coordinated System Integration Testing (SIT), User Acceptance Testing (UAT), defect resolution, release planning, production deployment, and post-production support.

●Managed cross-functional communication among business, engineering, infrastructure, security, QA, and executive stakeholders, ensuring alignment throughout project delivery.

●Supported enterprise Oracle-to-Azure modernization initiatives by documenting business impacts, coordinating implementation activities, managing dependencies, and minimizing operational risk.

●Leveraged Azure DevOps, Agile methodologies, Power BI dashboards, and executive reporting to monitor project progress, business KPIs, risks, and delivery performance.

SELECTED PROJECT LEADERSHIP

AssistEdge EZ Platform

●Partnered with business stakeholders to analyze customer service workflows and define functional requirements for a unified customer service platform integrating Mobile, Wireline, and Internet service channels.

●Collaborated with product owners, architects, and engineering teams to translate business requirements into scalable technical solutions, improving First Call Resolution (FCR) and reducing call transfers.

●Coordinated API integration requirements across multiple enterprise applications to streamline business processes and enhance platform interoperability.

●Supported implementation of an AI-powered agent assistance solution, enabling real-time access to promotions and personalized offers, resulting in improved cross-selling opportunities and enhanced customer experience.

AssistEdge Compliance & Security Modernization

●Collaborated with business, compliance, security, and engineering stakeholders to define and implement business requirements for FCC compliance, fraud prevention, authentication modernization, identity management, and Single Sign-On (SSO).

●Documented functional requirements, implementation workflows, and business processes to support enterprise security initiatives while ensuring regulatory compliance.

●Coordinated implementation activities, testing, production deployment, and post-production stabilization across cross-functional teams.

Internet Ordering Digital Avatar

●Partnered with business stakeholders to gather requirements and define customer experience objectives for an AI-powered digital ordering solution.

●Coordinated implementation across six Agile delivery teams, including AI, UX, Loyalty, Offers, API, and Core Platform teams, ensuring alignment with business priorities and delivery timelines.

●Collaborated with engineering teams to integrate conversational AI capabilities into existing ordering workflows, improving customer engagement and digital adoption.

●Developed executive Power BI dashboards to monitor customer adoption, sales conversion, operational KPIs, and business value realization, enabling data-driven decision-making.

IPBB Order Placement Modernization

●Analyzed business requirements and coordinated modernization of a legacy desktop ordering application into a scalable web-based solution.

●Facilitated collaboration between business users, architects, developers, and QA teams to improve usability, operational efficiency, and long-term platform scalability.

●Coordinated requirements validation, system testing, production deployment, and post-implementation support to ensure successful business adoption.

EZFlows & Secure Portal Transformation

●Conducted business process analysis to identify workflow automation opportunities supporting more than 40,000 remote customer service agents.

●Gathered and documented functional requirements for over 35 enterprise workflow automation initiatives, improving operational efficiency and reducing Average Handle Time (AHT).

●Coordinated on-premises to Microsoft Azure migration activities, including implementation planning, dependency management, release readiness, production cutover, and post-deployment stabilization.

●Partnered with business and technical stakeholders to implement process improvements that generated multimillion-dollar annual business savings while enhancing customer service operations.

EdgeVerve Limited Technology Lead (Business Analysis & Solution Delivery) 2015 – 2020 Pune, St Louis, New Jersey

●Partnered with business stakeholders to analyze operational challenges, identify process improvement opportunities, and define functional requirements for enterprise automation initiatives supporting more than 20,000 users.

●Conducted business process analysis, workflow assessments, and requirements elicitation sessions to identify automation opportunities and improve operational efficiency across multiple enterprise business functions.

●Collaborated with product owners, architects, and development teams to translate business requirements into scalable technical solutions, ensuring alignment with business objectives and user expectations.

●Prepared functional specifications, user stories, workflow documentation, and implementation plans to support enterprise software development and digital transformation initiatives.

●Led end-to-end implementation of enterprise automation solutions, coordinating solution design, development, testing, deployment, user training, and post-production support.

●Delivered over 100 enterprise automation solutions across 20+ high-volume business processes, improving operational efficiency, reducing manual effort, and enhancing service quality.

●Facilitated cross-functional collaboration between business users, engineering teams, QA, and operations to ensure successful implementation and adoption of enterprise solutions.

●Coordinated System Integration Testing (SIT), User Acceptance Testing (UAT), defect resolution, release planning, and production deployment to ensure successful solution delivery.

●Conducted operational analytics and process benchmarking to identify optimization opportunities that generated more than $10 million in annual business savings.

●Reduced Average Handle Time (AHT) by up to 15 minutes per customer interaction and improved process accuracy by approximately 90% through workflow optimization and intelligent automation.

●Improved workforce productivity from 60% to 85% by redesigning business processes, implementing workflow automation, and leveraging operational analytics to drive continuous improvement.

●Developed executive dashboards and business performance reports using Power BI and operational analytics, enabling leadership to monitor KPIs, automation adoption, and business value realization.

●Mentored junior analysts and engineers on business analysis best practices, requirements documentation, Agile methodologies, stakeholder communication, and solution implementation.

Infosys Limited Technology Lead / Technology Analyst / Systems Engineer 2010 – 2015 Pune

●JProgressed from Systems Engineer to Technology Analyst and Technology Lead, demonstrating strong expertise in business analysis, solution design, client engagement, and enterprise application development.

●Partnered with business stakeholders and clients to gather, analyze, and document business and functional requirements, translating business needs into scalable technology solutions.

●Conducted business process analysis, workflow assessments, and gap analysis to identify solution enhancements, improve operational efficiency, and support digital transformation initiatives.

●Collaborated with product owners, business users, architects, and development teams to define solution requirements, prioritize enhancements, and ensure successful implementation of enterprise applications.

●Prepared functional specifications, workflow documentation, user stories, technical documentation, and implementation plans supporting multiple enterprise software development projects.

●Participated in all phases of the Software Development Life Cycle (SDLC), including requirements analysis, solution design, development, system testing, user acceptance testing (UAT), production deployment, and post-production support.

●Customized enterprise applications using Microsoft .NET technologies (C#, ASP.NET, WCF) and SQL Server/Oracle databases to address diverse client business requirements while ensuring application performance, scalability, and maintainability.

●Worked closely with QA teams and business users to coordinate System Integration Testing (SIT), User Acceptance Testing (UAT), defect resolution, release readiness, and successful production implementations.

●Developed reusable solution components and configurable frameworks that accelerated implementation, improved solution consistency, and reduced delivery effort across multiple client engagements.

●Facilitated client discussions, solution walkthroughs, knowledge transfer sessions, and user training to support successful adoption of enterprise applications and process improvements.

●Collaborated with cross-functional teams across development, QA, infrastructure, and business operations to deliver high-quality software solutions within project timelines.

●Mentored junior developers and analysts on business analysis techniques, Agile practices, SDLC processes, and enterprise application development.

CERTIFICATIONS

Project Management Professional (PMP®) – Project Management Institute (PMI)

TECHNICAL SKILLS

●Business Analysis & Process Improvement:

Requirements Gathering & Analysis, Business Process Mapping, Workflow Design, Gap Analysis, Functional Requirements Documentation (FRD), Business Requirements Documentation (BRD), User Stories, Acceptance Criteria, Use Case Development, SOP Documentation, Process Optimization, Root Cause Analysis, Stakeholder Management, Solution Assessment

●Project Management Tools & Methodologies:

JIRA, Confluence, SharePoint, Agile, Scrum, Waterfall, Hybrid Delivery Methodologies, Sprint Planning, Backlog Management, Release Management, Change Management

●System Implementation & Integration:

Enterprise Application Implementation, System Configuration Support, SIT, UAT Coordination, Production Deployment Support, Defect Management, Integration Analysis, API Documentation, REST APIs, SOAP APIs, Application Support & Maintenance

●Automation & Digital Transformation:

AssistEdge Automation Suite (RPA, Discover, Engage), Process Discovery, Automation Opportunity Assessment, Workflow Automation, Bot Lifecycle Management, Testing, Production Support

●Data Analysis & Reporting:

SQL, Oracle, MS SQL Server, Snowflake, Data Analysis, Data Validation, Data Mapping, Reporting & Dashboard Analysis, Microsoft Power BI

●Cloud & Enterprise Technologies:

Microsoft Azure, Azure VM, Azure Key Vault,

●Programming Frameworks & Web Technologies:

C# .NET, ASP.NET, MVC, WPF, WCF, IIS, WebLogic, WildFly

●CRM & Enterprise Platforms:

Amdocs Clarify CRM, Customer Management Systems, Telecom Business Process Support

●Version Control & Development Tools:

Git, SVN, VSS, CodeCloud, Visual Studio, Visual Studio Code, Toad, PL/SQL Developer, Postman

●Productivity Tools:

Microsoft Office Suite (Teams,Excel, PowerPoint, Word, Visio)

EDUCATION

Bachelor of Engineering (Computer Science) Tatyasaheb Kore Institute, India

Contact this candidate