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Sohail Khan

@sohailkhan13

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Senior Business Analyst at Tech Mahindra who led enterprise-wide ServiceNow ITSM implementations and enhancements.

India

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At Tech Mahindra, I led enterprise-wide ServiceNow ITSM implementations and enhancements, from requirement discovery and solution design through process standardization. I partnered with IT, Security, and Operations teams to shape ITIL-aligned service management frameworks.

At Infosys Limited, I translated business and technical requirements into ServiceNow solutions and supported Agile delivery. I’ve also worked on digital banking transformation, including payment platforms and secure QR code payments.

Experience

Work history, roles, and key accomplishments

Senior Business Analyst

Tech Mahindra

Feb 2022 - Oct 2024 (2 years 8 months)

Led enterprise-wide ServiceNow ITSM implementations and enhancements, driving requirement discovery, solution design, and process standardization. Directed cross-functional workshops and produced detailed BRDs, functional designs, and integration specifications.

ServiceNow ITSM ITOM HRSD CSM CMDB CSDM 5.0 GRC SPM Now Assist Agile Scrum Confluence Excel SQL Tableau Informatica Azure AWS API Integration Flow Designer UAT Release Management

Technical Business Analyst

Infosys Limited

Dec 2018 - Sep 2021 (2 years 9 months)

Served as a liaison between business and technical teams for ServiceNow ITSM, ITOM, and HRSD implementations. Gathered and documented business, functional, and technical requirements for various processes.

ServiceNow ITSM ITOM HRSD CMDB SAFe Agile Scrum Confluence Requirement analysis SLA UAT

IT Consultant

Capgemini Limited

Feb 2018 - Aug 2018 (6 months)

Designed and configured workflows, business rules, UI policies, and service catalogs to improve operational efficiency. Integrated ServiceNow ITSM with third-party systems and led end-to-end implementation of ITSM modules.

ServiceNow ITSM Incident Management Problem Management Change Management Request Management Knowledge Management ITIL UAT Deployment Documentation

Technical Support Engineer

Tech Mahindra

Aug 2016 - Jan 2018 (1 year 5 months)

Monitored and supported 24/7 ISP and telecom network operations, ensuring high availability and SLA compliance. Troubleshot LAN/WAN, fiber, broadband, MPLS, VPN, and VoIP connectivity issues.

Network Operations LAN WAN MPLS VPN VoIP Troubleshooting Incident Management Problem Management SLA Documentation

Desktop Support Engineer

Protrex Technologies

Jul 2014 - Jul 2016 (2 years)

Assisted with user account management, password resets, and software deployments through tools like Active Directory. Diagnosed and resolved operating system, application, and network connectivity issues.