Senior Business Analyst & Digital Consultant

Executive Resume Brief

Lahar Gursahani

Lahar Gursahani, CSPO®, CAPM®

Senior Business Analyst

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BOX 1 | EXECUTIVE BRIEF 12+ Years Experience

Lahar Gursahani

Senior Business Analyst, CSPO®, CAPM®

Accomplished Senior Business Analyst with 12+ years driving complex technology transformations across public and private sectors. Specialist in requirements engineering, process design, and cross-functional alignment for ITSM, identity & access governance (RBAC/CIAM), and cloud platforms. Proven track record leading enterprise implementations for Manitoba Public Insurance, municipal governments, and enterprise clients.

lahar.g@gmail.com 416-893-0067 Toronto, Canada LinkedIn
Lahar Gursahani
Senior BA & Consultant
CAREER HIGHLIGHTS

Career Highlights Timeline

7 Major Engagements
  • Manitoba Public Insurance (2023–Present): Senior BA leading enterprise ServiceNow ITSM (replacing BMC Remedy), Five9 CCaaS cloud migration across 22 business lines, and Microsoft Entra ID RBAC/PIM security models.
  • City of Richmond Hill (2023): Senior BA establishing qualifying service models, SOP policies, and change impact strategies for after-hours IT support.
  • MNP Digital (2022): Senior Consultant conducting 75+ ERP stakeholder interviews for D365 Project Operations, CAA Atlantic AEM website upgrade, and Ottawa CRM.
  • Media Monks (2021): Senior BA managing Adobe AEM requirements, business cases, and user stories for HP global web and mobile platforms.
  • Element Fleet Management (2020–2021): BA executing customer journey maps, data integration to mainframe, and ordering system upgrades.
  • Cybage Software (2016–2019): Digital Transformation Consultant developing Power BI AI customer attrition models & e-commerce mobile portals.
  • Wipro Technologies (2014–2016): Lean Six Sigma Consultant facilitating client process optimization workshops and waste reduction initiatives.
KEY TRANSFORMATIONS

Key Transformation Stories

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ServiceNow ITSM
BMC Remedy Retirement

Replaced legacy Remedy with ServiceNow ITSM across Incident, Change, and Service Catalog management with zero operational downtime.

Five9 CCaaS Cloud
22 LOB Contact Center Migration

Migrated 22 lines of business from Genesys to Five9 COTS, integrating IVR call flows, voice biometrics, and secure payments.

Entra ID & PIM
RBAC & Privileged Access Governance

Engineered enterprise RBAC entitlement matrix and Azure PIM Just-in-Time access, lowering the identity attack surface.

IMPACT METRICS

High-Impact Metrics & Proven Track Record

12+

Years Consulting

Private & Public Sectors

22

LOBs Integrated

Cloud CCaaS Platform

75+

User Interviews

Cross-Functional ERP

12+

Enterprise Projects

Delivered End-to-End

CORE SOLUTION PILLARS

Core Solution Pillars

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ServiceNow
ITSM Implementation

Process models for Incident, Change & Service Catalog.

Five9 CCaaS
Cloud Contact Center

BRDs, IVR flows & vendor management across 22 LOBs.

WordPress / AEM
EV Incentive Portal

Claims workflow automation & Power BI dashboards.

Identity & Security
RBAC & Azure PIM

Role mapping, JIT access & identity governance.