Pratik Nanda

I’m a Business Analyst specializing in IT operations, CX insights, and process optimization, with experience turning ServiceNow and operational data into decisions that actually change how teams work.

Over the last 4+ years at Infosys, I’ve worked at the intersection of business, data, and delivery, partnering with CX managers, delivery leaders, and operations teams to:
1) Map and improve processes across incident, request, and change management.
2) Design KPIs, SLAs and executive dashboards that give real visibility.
3) Use data to reduce repeat issues, cut manual effort, and improve compliance.

My work includes conducting gap analysis and root-cause analysis, building Power BI and Excel dashboards integrated with ServiceNow, and presenting weekly business insights to leadership. This has helped:
1) Reduce repeat audit findings.
2) Improve SLA compliance and on-time closure.
3) Save 100+ hours of manual reporting work monthly through automation

I enjoy taking messy, fragmented operational data and turning it into clear stories, KPIs, and actions. Whether it’s building an executive SLA dashboard, automating a reporting workflow, or designing a simple Chrome extension to speed up lookups, my focus is always the same: make it easier for people to see what’s happening, decide faster, and improve continuously.

Core Skills: Business Analysis • Requirements Gathering • Process Mapping • Gap & Root-Cause Analysis • KPI & SLA Design • Power BI • Advanced Excel • SQL • ServiceNow Analytics • Workflow Automation • Executive Reporting • Stakeholder Management • Agile/Scrum