Headline

ServiceNow Enterprise Architect | Technical Product Manager | ITSM & ITOM | AI & Agentic Workflows | Now Assist | Platform Strategy

About

ServiceNow Platform Architect, Technical Product Manager, Business Analyst, and Scrum Master with over 12 years of experience translating enterprise business problems into scalable ServiceNow products and measurable operational outcomes across ITSM, ITOM, HRSD, CMDB/CSDM, Employee Center, Employee Workflows, integrations, and analytics. Experienced across the full product lifecycle: stakeholder discovery, process assessment, requirements workshops, product vision and roadmap, solution design, epics/stories, acceptance criteria, engineering collaboration, UAT, go-live readiness, hypercare, and post-production measurement. Extensive experience defining and implementing AI requirements in ServiceNow, including Now Assist (Otto) capabilities for EmployeeWorks / Employee Workflows across enterprise IT and HR use cases, AI Agents, Agentic Workflows, AI Skills, AI Fabric, AI token/usage management, Virtual Agent/NLU, AI-enabled triage and routing. Working knowledge of MoveWorks AI and its positioning in enterprise employee/service support. Strong technical depth enables credible conversations with engineering while acting as the bridge between business stakeholders/process owners and delivery teams. Key Impact: 25% deflection of tier-1/manual IT support cases through AI-enabled self-service and triage 25% reduction in active ServiceNow database footprint through CMDB/data-management improvements 60,000+ users supported through enterprise ServiceNow platform capabilities Zero P1 incidents across multiple global platform upgrades

Location

Bengaluru

AI stack

claude code

claude

gemini

lovable

notebooklm

openai

Work experience

Senior Application Developer at Uber, Mar 2024 - Present · 2 yrs 7 mos, · Own platform strategy, product roadmaps, and backlog priorities across ITSM, HRSD, SPM, CMDB, GRC, and Employee Workflows, aligning technical investments with business outcomes. · Operate across Product Manager, Business Analyst, Scrum Master, and Platform Architect responsibilities - leading discovery, requirements, solution shaping, prioritization, engineering coordination, UAT, release readiness, and production improvement. · Now Assist (Otto): · Define and implement AI requirements for Employee Workflows supporting IT and HR use cases, including NowAssist (Otto) capabilities, AI-driven self-service, and employee experience improvements. · Develop solutions involving AI Agents, Agentic Workflows, and Skills; evaluate task decomposition, context/data requirements, guardrails, human escalation, and measurable outcomes. · Apply ServiceNow AI Fabric token/usage-management concepts when evaluating architecture, governance, consumption, scalability, cost, and operational controls. · Architected AI-enabled service operations including Slack integrations, NowAssist (Otto), and AWA rerouting - contributing to 25% deflection of tier-1/manual IT support cases. · Platform & Delivery: · Architect and govern enterprise solutions supporting 60,000+ users across ITSM, ITOM, HRSD, CMDB, Discovery, Service Mapping, Event Management, Platform Analytics, SPM/PPM, and integrations. · Govern CMDB/platform foundations using CSDM-aligned architecture, Discovery patterns, IRE/reconciliation, and retention practices - reduced active database footprint by 25%. · Facilitate stakeholder workshops to understand pain points and desired outcomes; translate findings into ServiceNow solution designs while creating requirements artifacts with clear roadmap. · Lead Agile delivery ceremonies and backlog management; balance business value, risk, technical debt, dependencies, and engineering capacity.

Solutions Architect at Uber, Jun 2021 - Mar 2024 · 2 yrs 10 mos

Consultant at KPMG, Oct 2018 - Jun 2021 · 2 yrs 9 mos, Bengaluru, Karnataka, India, Led end-to-end ServiceNow implementation architecture for enterprise clients across ITSM, ITOM, HRSD, CMDB, Discovery, Event Management, Service Portal, Service Catalog, integrations, and scoped applications. Performed Lead/Architect style discovery: facilitated requirements workshops, documented current/future-state processes, and translated business requirements into ServiceNow solution designs. Developed pattern-based Discovery, CMDB normalization, IRE/reconciliation pipelines, CSDM-aligned models, and integration approaches for Fortune 500 environments. Designed global HRSD and onboarding experiences using Lifecycle Events, Virtual Agent, and integrations with various HCM tools like PeopleSoft Taleo, and EthicsPoint. Delivered domain-separated ITSM workflows, complex ACL/security controls, Service Portal widgets, and 50+ catalog items. Governed CSDM 4.0-aligned CMDB, Discovery, and Event Management capabilities; implemented data-management/retention practices that reduced active database footprint by 25%.

Associate Consultant at KPMG, Oct 2016 - Sep 2018 · 2 yrs, Bangalore

Analyst at KPMG, Mar 2014 - Sep 2016 · 2 yrs 7 mos, Bangalore

Trainee Engineer at Bil Energy Systems Limited, Aug 2013 - Feb 2014 · 7 mos, Mumbai

Intern at Hewlett-Packard, Jan 2013 - Jun 2013 · 6 mos, Noida, Uttar Pradesh, India

Education

Masters, Data Science, International Institute of Information Technology Bangalore

Bachelor of Technology (B.Tech.), Electrical, Electronics and Communications Engineering, Punjab Technical University, Jalandhar