Naushaba Rahman

Results-driven Business Analyst and Operations professional with 10+ years of experience spanning IT, QA, business analysis, and enterprise customer success. Currently driving elite-tier client satisfaction at Thermo Fisher Scientific, managing complex order lifecycles and key accounts using SAP, Salesforce, Ariba, Coupa, and SourceDay.

Certified Professional Scrum

Master (PSM I) with a track record of reducing system downtime by 30%, improving stakeholder alignment, and delivering process improvements in Agile environments. Adept at bridging technical and business teams to translate requirements into measurable outcomes.

Customer Service Representative II — Elite Team (Promoted) at Thermo Fisher Scientific (2024-09 – Present)

Promoted to CSR-2 within 10 months for demonstrated performance managing Fortune 500 and enterprise-level accounts.

• Manage end-to-end order lifecycle for Elite-tier accounts including order placement, modifications, and resolution of complex escalations across North American markets.
• Serve as primary point of contact for key accounts, building strategic relationships and ensuring high-touch service delivery that drives customer retention.
• Coordinate cross-functionally with Sales, Operations, Logistics, and Finance teams to resolve order exceptions and proactively prevent service disruptions.
• Leverage SAP, Salesforce CRM, Ariba, Coupa, and SourceDay to manage procurement workflows, track order statuses, and maintain accurate account records.
• Identify and escalate systemic issues, contributing to process improvement initiatives that improve SLA compliance and customer satisfaction scores.
• Support onboarding of new Elite-tier accounts by delivering tailored product and process training to client procurement teams.

Senior Business Analyst at Narois Software Services (2019-12 – 2024-05)

• Led end-to-end requirements elicitation, analysis, and validation for enterprise software projects in Agile/Scrum environments, reducing delivery cycle time through streamlined documentation.
• Implemented and maintained Azure DevOps monitoring and alerting pipelines, reducing system downtime by 30% and improving system availability by 20% through proactive CI/CD optimization.
• Created comprehensive Business Requirements Documents (BRDs), Functional Specifications, Use Cases, and Requirements Traceability Matrices aligned with stakeholder needs.
• Captured As-Is processes, designed To-Be workflows, and performed Gap Analysis to support digital transformation initiatives.
• Drove stakeholder workshops with cross-functional teams including developers, QA, and senior management to prioritize and approve requirements.
• Used SQL queries to validate data integrity across relational databases, ensuring accurate reporting and ETL pipeline outputs.
• Performed Functional, Regression, and UI testing across web and mobile platforms; managed defect lifecycle using JIRA.

QA Tester at Al Reziza Software (2014-02 – 2019-05)

• Executed end-to-end testing strategy for a high-volume e-commerce platform including functional, regression, UAT, and cross-browser testing on iOS, Android, and Windows.
• Designed and maintained test plans, test cases, and test data; managed defect tracking and reporting using JIRA and HP Quality Center.
• Performed SQL-based data validation using MySQL to verify backend data accuracy and ETL outputs.
• Collaborated directly with developers and product teams to triage and resolve defects within tight release cycles.
• Conducted static testing on FDDs and mapping documents to identify requirement gaps prior to development.

Master of Science in Information Technology – Sangai International University (2020 – 2022)

Bachelor of Engineering in Information Technology (2012 – 2016)