Cyrus Shahriari

About Cyrus Shahriari, San Jose, California, USA

A strategic and results-driven IT leader with 20+ years of experience, specializing in global IT Service Management (ITSM) and product strategy for highly regulated industries. I am a proven expert in IT change management, regulatory compliance, and AI governance. My certifications include ITIL v3 and Microsoft Technology. I excel at driving agile transformations, managing the entire product lifecycle, and delivering enterprise platforms that enhance customer value. For a detailed look at my career achievements and skills, please see my resume.

✓ No sponsorship required (US & EU).
✓The views expressed on this site are my own and do not reflect the views of my current or previous employers.

Last updated on August, 3, 2025.

| Site | https://bit.ly/2020CYRUS |

2025_Cyrus_Shahriari_vQ3.pdf

List of clients, employers and affiliates from 2000 to 2024

ServiceNow

May 15, 2023 - Present

| Technical Product Manager | Business Systems Analyst | Integrated Risk Management, Santa Clara, California |

Member of the Digital Technology (IT Finance - Digital Employee Experience) team at ServiceNow headquarters in Sana Clara, California (named Forbes most innovative company in 2023).
Member of the Digital Technology (IT Finance) team at ServiceNow headquarters in Santa Clara, California.
Business Systems Analyst (first 11 months) | Technical Product Manager (since March 2024).
Coordinate with development and quality assurance teams across multiple time zones, averaging at least 50 hours of productive work per week including on weekends and holidays. Zero days of absence while on assignments.
Support the Workplace Services and Integrated Risk Management including feature review for internal adoption as Customer Zero. Owned the Visitor Management project including support coordination with multiple teams to enable Global Security Badge printing services across 30 ServiceNow offices worldwide in the first 11 months.
Lead the integration project between Integrated Risk and Azure platform based applications to process evidence.
Reduce the number of open incidents and requests by 40% in the first three months on assignment, developed an internal dashboard to monitor service levels and took ownership of escalations.
Provide production support following regular releases and enable system enhancements on weekends and after hours while handling unexpected issues. Manage unplanned service outages to ensure prompt resolution working closely with ServiceNow teams across three regions and with multiple business partners.
Enable strategic initiatives by facilitating work with key stakeholders to ensure the product line is enhanced.
Consult with user experience experts to enhance mobile applications including the iOS and Android app used to register external visitors while ensuring records are documented in the unified platform.
Record over 250 hours of Knowledge Transfer sessions in the first year while guiding level 2 support teams.
Draft over 200 stories with detailed business requirements and provide detailed steps to reproduce defects with the Quality Assurance function. Keep developers accountable to track code and update sets in numerous instances.

First Republic Bank

July 2020 - May 2023

| Sr. IT Change Analyst | San Francisco, California | Financial / Wealth Management sector |

Senior member of the Information Services (IS) Change Management Team, exceeding expectations in performance reviews as assessed by the Senior Change Manager in all three years on assignment.
Assessed an average of 1200 change records per month with the team while slashing the number of expedited changes by 50%. Controlled the number of emergency changes by raising awareness in quarterly training sessions and daily one-on-one sessions with change owners.
Reviewed historic change records proactively and holistically, identified low risk and impact type work and consulted with subject matter experts to draft standard change proposals. This initiative resulted in a 15% increase in the number of standard changes leveraging automation, reducing human input of more mundane tasks..
Generated weekly / monthly metrics and reports with enhanced visual components leveraging advanced pivot tables to detect patterns. Delivered knowledge transfer sessions to the senior change manager and change lead.
Assessed successful versus unsuccessful changes on an annual basis, while providing senior management with detailed reports on high performing teams to model success in the organization. This initiative resulted in accurate tracking of human induced errors and provided managers with concrete steps to improve service levels..
Hosted biweekly Change Advisory Board (CAB) meetings on a rotational basis with senior IT managers, directors, key subject matter experts (SMEs), release managers and engineers. Adhered to a strict and timed agenda.
Tracked failed and breached change records, investigated root causes, participated in Post Change Reviews (PCRs) also covering unauthorized changes, providing proactive training to stakeholders to enable beneficial changes. Performed quality assurance and testing in the ITSM ServiceNow platform, evaluated new functionality of the unified ITSM suite (ServiceNow) including change conflict detection and unauthorized changes.
Contributed to the internal IS newsletter by studying and drafting ‘Digital Transformation’ articles.

Lumentum

January 2020 - July 2020

Responsible for ITIL process development and oversight focusing on Incident, Service Request, Change, Configuration and Problem Management.
Organize bi-weekly Change Advisory Board (CAB) meetings covering three regions.
Responsible for ITIL process development and oversight focusing on Incident, Service Request, Change, Configuration and Problem Management.
Organize bi-weekly Change Advisory Board (CAB) meetings covering three regions.
Conduct numerous tech awareness and training sessions to drive process compliance.
Deliver service level reports and metrics as recorded in the NOW IT Service Management platform.
Assist with the migration from Jira Service Desk to NOW in the first quarter of 2020.
Manage the relationship with a NOW premier partner to design and implement the Configuration Management Database (CMDB) based on the Common Service Data Model (CSDM 2.0)

Abbvie

August 2018 – December 2019

| Park Computer Systems Inc. | Sunnyvale, California | Pharmaceutical sector |

Perform domain architecture activities in NOW for a leading and acquired pharmaceutical organization.
Analyze and map the 'As-Is' Human Resources (HR) process and interface via Workday to NOW.
Support HR hire, termination, and organizational change and rescind workflows in the ITSM platform.
Transition from legacy ServiceNow to an enterprise instance as maintained by the parent organization.
Collaborate with key stakeholders and decision makers in the organization to govern the IT Service Management function.
Extract monthly ITSM metrics using live dashboards developed for the West Coast region specifically.
Capture requirements from various business partners in the organization to on-board to the ITSM platform.
Created over 200 reports in six months while acting as the de facto NOW SME reporting lead.

Kaiser Permanente

November 2017 – August 2018

Member of the IT Asset Management (ITAM) and Software Asset Management (SAM) project team.
Assist the internal project lead to capture and measure project milestones across a team of five consultants.
Analyze IT business processes in the organization with an aim to streamline and expedite operations.
Focus on the Server License Entitlement (SLE) project, hardware decommissioning initiative, and related shared infrastructure projects to reduce overhead and maximize existing resources.

NTT / Dimension Data

April 2016 – November 2017

Member of the IT Service Management (ITSM) team focused on ServiceNow integration projects.
Performed data analysis on site at the multinational telecommunications provider in the Silicon Valley office emphasizing on cloud services (Dimension Data, subsidiary of NTT Communications).

Cooper Technologies

June 2015 – March 2016
| IT Service Consultant | Cooper Technologies | Santa Cruz, California |Professional IT Service Provider (SMB) |
Coordinated the implementation of IT Glue, online documentation platform for Cooper Technologies.
Assisted the project team to implement ConnectWise (PSA) and its integration with Labtech (RMM).

Health Shared Services British Columbia (HSSBC)

March 2014 – June 2014

| Sr. Coordinator | Health Shared Services British Columbia (HSSBC), Canada | Provincial Health Services|

Maintained documentation in the corporate content management system (Microsoft SharePoint).
Coordinated the implementation of a centralized Time Tracking system for the operations team composed of 270 users for the provincial health authorities in British Columbia.
Gathered business requirements and coordinated the implementation of HP Asset and Service Manager.
Collaborated with internal and third-party implementation teams to develop requirements.

ActiveCo Computer Solutions

August 2012 – January 2013

| IT Account Specialist | British Columbia, Canada | Professional IT Service Provider (SMB)

Tracked and reconciled clients’ IT asset, including hardware and software.
Maintained manufacturer and vendor relationships and contracts in the company repository.

European Central Bank

March 2006 - March 2012

| ITIL Business Process Designer| ECB at Serco Services GmbH | Frankfurt am Main, Germany

Gathered business requirements as part of the change management process, developed change workflows, conducted disaster recovery exercises with the ITSCM team.
Collaborated with the OpenText project team to capture data in the LiveLink enterprise system.

Google

May 2005 – March 2006
| IT Quality Rater for Google Search Engine – German | Kelly Services, Germany | Information Technology |
Evaluated the relevance of web pages based on a Google designed quality scale with the aim to optimize search engine results. Ranked search results in a global and virtual team environment.

Menlo College

January 2001 – January 2005

| IT Systems Administrator | Menlo College, Atherton, California, USA |

Administered Windows and Linux servers and Cisco based Voice-over-IP systems.
Student Intern converted to full time
Management Information Systems Student from 1998 - 2000, Bachelor of Science

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