Prithviraj Singh Rathore

Defined and led the global product vision and strategy for integrating ITSM into an AI-powered Service Operations Workspace, aligning cross-functional team objectives with enterprise-wide transformation goals.

Drove 6-quarter product roadmaps for intelligent automation, guiding initiatives from inception to launch and transforming IT operations to unlock long-term enterprise value.

Integrated ServiceNow predictive, generative, and agentic AI/ML capabilities into ITSM workflows, enhancing automation and decision-making across Incident, Problem, Change, and Request management processes.

Evaluated emerging features in ServiceNow ITSM product releases to make informed roadmap decisions and drive strategic adoption of high-impact capabilities.

Served as a strategic conduit across engineering, architecture, business stakeholders, and customer teams—driving cohesive execution by aligning user experience, technical feasibility, and business value in every decision to accelerate product adoption

Led global enablement programs and stakeholder workshops to drive adoption and ensure seamless transition to AI-powered ITSM

• Directed a global team of 20+ Technical Consultants and Business Analysts to deliver enterprise-scale ITSM/ITAM solutions, aligning capabilities with business strategy and platform governance.
• Spearheaded SACM transformation initiatives, implementing a scalable Data Quality framework for CMDB/AMDB, enhancing reliability of critical attributes and enabling platform-wide consistency.
• Standardized the full Hardware Asset Management lifecycle by defining Operational State/Sub-State taxonomy, boosting asset traceability and lifecycle transparency across procurement, deployment, and disposal.
• Achieved a 35% improvement in CI lifecycle reporting and reduced orphaned CIs by 40% through targeted reconciliation and data stewardship, accelerating audit readiness and compliance.
• Partnered with ITSM Product Owners, business stakeholders & Engineering to understand the requirements and translate feature requirements into actionable user stories & Acceptance criteria.
• Led gap analyses and process reengineering workshops to identify inefficiencies and deploy workflow automation, streamlining operations and enhancing user experience.
• Established performance frameworks and mentorship programs for consultants and analysts—cultivating a high-performing, innovation-driven team culture.

• · Translated complex business needs into scalable functional and technical requirements across ITSM modules—including Incident, Problem, Change, Request, and CMDB—ensuring alignment with enterprise goals and best practices.
• · Authored comprehensive Business Requirement Documents (BRDs) to drive scope clarity, stakeholder alignment, and traceability to business value serving as the foundation for successful platform delivery.
• · Developed detailed Functional Specification Documents (FSDs) capturing workflows, data models, UI components, and integration logic, enabling precise configuration and seamless cross-system interoperability.
• · Conducted gap analyses between current and target states, identifying process inefficiencies and recommending automation strategies
• · Defined testable acceptance criteria and quality assurance protocols for UAT, ensuring platform features met business expectations and regulatory standards.
• · Designed and deployed performance dashboards and compliance reports, enhancing visibility into service metrics, SLA adherence, and audit readiness across ITSM operations.

• Assist Account Project Managers in driving large scale IT Infrastructure projects. Projects include: Application Migration, Data Migration/Upgradation and New Hardware Build.