Amit Shrivastava

● Architect the long-term ServiceNow product roadmap, aligning platform capabilities with global enterprise digital transformation goals.
● Steer cross-functional engineering teams through the full SDLC, ensuring the delivery of scalable, high-quality ITSM and ITOM solutions.
● Champion the adoption of AI and Machine Learning features (Predictive Intelligence, Virtual Agent) to drive automation and operational efficiency.
● Evaluate platform health and performance metrics, implementing rigorous automated testing (ATF) to ensure 99.9% system availability.
● Mentor senior developers and architects, fostering a culture of technical excellence and continuous professional development.
● Modernize legacy business processes by migrating fragmented workflows into unified, automated ServiceNow scoped applications.
● Translate complex technical requirements into executive-level value propositions for C-suite stakeholders and business unit leaders.
● Optimize ServiceNow licensing and resource allocation, resulting in significant cost savings and improved ROI on platform investment.
● Facilitate Agile/Scrum ceremonies, ensuring rapid sprint cycles and the consistent delivery of high-priority backlog items.
● Standardize Global Service Catalog architectures, implementing dynamic categories and complex flow logic to automate request fulfillment across the enterprise.
● Re-engineer core ITSM processes (Incident, Problem, Change) to achieve a 30% reduction in Mean Time to Repair (MTTR) through automated assignment rules.
● Optimize Knowledge Management frameworks, utilizing AI-driven search and "Shift-Left" strategies to increase user self-service deflection rates.

• Led product vision and strategy, aligning development with market needs and customer feedback.
• Collaborated with cross-functional teams to define and prioritize product features and enhancements.
• Managed product backlog, ensuring timely delivery of high-quality deliverables for multiple projects.
• Facilitated stakeholder meetings to gather requirements, clarify objectives, and refine project scope.

Responsibilities:

• Empowering product owners, champion Product Management best practices, helping them set baselines and track progress for every product in the portfolio
• Spearheaded product evolution, leading the development and product launch, while working the improvement in customer satisfaction
• Partnered with Product Leadership to craft the product vision, strategy, and roadmap – then rallied the inbound team around it
• Craft sprint goals based on the Objective and Key Results (OKR)
• Conduct demo with customers and stakeholders for gathering and analyzing user feedback to continuously improve product usability and satisfaction
• Present quantifiable metrics to stakeholders to measure the effectiveness of the product and services offered, and conducted user research and analysis to identify user needs and pain points
• Direct feature planning to streamline UX and refocus Change Management in ServiceNow ITSM
• ITIL process digitalization to streamline IT operations
• Analyze market on evolving process transformations and best practices for ITIL processes
• Spearheaded continuous improvement efforts by refining existing processes and introducing innovative solutions for digital products.
• Developed product documentation to communicate upcoming features and products to internal teams.
• Analyzed metrics to measure product performance.
• Documented user stories, specifications, and product features into detailed work order to communicate across teams and build mandatory requirements.
• Improved product functionality with innovative design solutions, resulting in increased adoption rate.
• Managed full product lifecycle, from ideation through post-launch support, ensuring consistent quality control measures were in place.
• Implemented Agile methodologies for more efficient project management and team collaboration.
• Managed stakeholder expectations effectively throughout the entire product development process.
• Prioritized roadmap in order to achieve product goals and metrics.
• Launched successful products by conducting thorough market research and identifying customer needs.
• Reviewed new opportunities to drive business strategy at planning sessions.
• Managed product demonstrations and testimonials for performance evaluation.
• Continuously monitored customer feedback channels after launch to gather insightful data for future iterations or updates.
• Optimized product performance with data-driven analysis and continuous improvement initiatives.
• Led cross-functional teams to deliver high-quality products on time.
• Directed planning and budgeting efforts.
• Spearheaded the creation of detailed user guides for enhanced usability of newly launched products.
• Streamlined internal communication, implementing agile methodologies to enhance Change Management transparency.
• Drove innovation within product line, identifying and pursuing opportunities for new features and enhancements.
• Coordinated beta testing programs to gather early-stage feedback and refine product features before wider release.
• Implemented robust data analysis practices to guide product development, leveraging user data to inform decision-making.
• Conducted comprehensive market research to identify emerging trends, ensuring our product line remained competitive and relevant.
• Negotiated with vendors for cost-effective solutions, improving product margins without compromising quality.
• Developed comprehensive product roadmaps, setting clear vision and direction for development team.

Achievements:

• Spearheaded the launch of 2 new products, slashing service desk incidents by 40% and boosting customer satisfaction by 63%
• Skyrocketed change management adoption from 27% to 65% by automating change creation.
• By leveraging data discovery, identified and implemented communication improvements that resulted in a 50% increase in communication effectiveness and a 20% reduction in critical incidents following change implementation.
• Boosted CMDB completeness from 62% to 85% by naming configuration items with impacted application names.

Responsibilities:

• Protect the team from over-committing and capture feedback and suggest action items for area of improvements.
• Regular analysis of Burndown charts.
• Resolve conflicts and escalate blocking impediments as necessary.
• Administration of BMC Discovery and script custom patterns as per customer need.
• Planned the execution of ServiceNow implementation for Knowledge Management and CMDB.
• Configure Mid Servers for ServiceNow ITOM Discovery.
• Facilitated Scrum framework – sprint planning, backlog grooming, daily scrums, sprint reviews, and sprint retrospectives.
• Collaborated with Product Owners to refine requirements and ensure alignment with business goals.

Achievements:

• Directed end to end application migration from Rackspace to AWS.
• Administer ServiceNow CMDB creation for Servers and Database using BMC Discovery.
• Presentation and Hackathon on Service mapping for business-critical application.

Responsibilities:

• Conceptual, Logical and Physical Data Modeling for multiple application using Sybase Power Designer
• Provide input to the design of application systems and interfaces to ensure data security
• Gather, analyze and document the requirements from the development team for the modification of database object and provide the DDL scripts
• Develop best practices for standard naming conventions and coding practices to ensure consistency of data models
• Ensured data consistency across applications by enforcing referential integrity constraints within databases.
• Organized integration of data and migration activities to enhance operations.
• Identified and described relationships between data fields in enterprise databases.
• Collaborated with cross-functional teams to gather requirements and translate them into logical and physical data models.
• Adhered to industry best practices for modeling standards such as UML notation, ERD diagrams, or IDEF1X methodology during development phases.
• Facilitated effective communication between technical and non-technical stakeholders through clear documentation of data model specifications and diagrams.
• Enhanced database performance through normalization, de-normalization, indexing, partitioning, and other optimization techniques.
• Optimized data accuracy by designing and implementing efficient data models for various projects.
• Assisted in the migration of legacy systems to modern platforms, ensuring seamless data transfer and minimal downtime.
• Analyzed enterprise data holdings to reduce redundancy of data within existing systems or improve conflation of datasets from one system to another.
• Reduced query response times with the creation of materialized views and indexed views for commonly accessed datasets.
• Planned and installed upgrades of database management system software to enhance database performance.

Achievements:

• Mentored and trained data modelling team at India level
• Identified the need and reduce the turnaround time for database changes from 12 hours to an hour
• Experienced on data migration to cloud (On Prim to AWS).

Responsibilities:

• Monitor and troubleshoot jobs and scripts run on database server
• Planning and performing the RTE Refresh on the UAT databases
• Technical Support (24x7 On-call Support)
• Built databases and table structures for web applications.
• Reduced data retrieval times for business users by creating indexed views and optimizing stored procedures.
• Trained junior team members on best practices for database administration, promoting a culture of continuous learning within the organization.
• Optimized database performance by monitoring health and implementing tuning recommendations.

Achievements:

• Database migration from DB2 LUW to DB2 z/OS while keeping the database online.

Responsibilities:

• Managed and maintained DB2 LUW databases, ensuring optimal performance and data integrity
• Collaborated with cross-functional teams to support database-related requirements and resolve technical issues

Achievements:

• Implemented robust database management strategies, resulting in enhanced data security and streamlined operations.