Kalik Magotra

ServiceNow Technical Lead with 7 years of experience delivering enterprise-scale solutions across the ServiceNow platform. Specialized in ITSM, CSM, HRSD, ITAM, HAM Pro, SAM, SPM, and Service Portal. Experienced in leading client workshops, gathering business requirements, and delivering scalable, out-of-the-box solutions. Proven expertise in platform customization, HRSD implementations, Service Portal development, integrations, Strategic Portfolio Management implementations, and implementing HAM and SAM processes with optimized CMDB structures to enhance operational efficiency and data quality.

• Certified System Administration (CSA)
• Suite Certification - HR
• CIS - Human Resources
• CIS -Data Foundations (CIS-DF)
• Micro Certification - Virtual Agent
• Micro Certification - Predictive Intelligence
• Micro Certification - Automated Test Framework
• Micro Certification - Performance Analytics
• Micro Certification - Flows
• Micro Certification - Agentic AI Executive

• Multiple Team Awards and Consultant of the Quarter recognitions.
• Selected for multiple onsite assignments across India and overseas due to consistent high-quality delivery and trusted client partnerships.

• Led the implementation of Hardware Asset Management Professional (HAM Pro) for a global enterprise, conducting requirement gathering workshops, aligning client processes with Out-of-the-Box (OOTB) capabilities, cleansing asset data, configuring lifecycle workflows, and delivering end-user training to improve asset visibility and operational efficiency.
• Implemented Software Asset Management (SAM) processes, designing workflows for software installation, uninstallation, reinstallation, license allocation, reclamation, and software transfers to streamline software compliance.
• Developed and enhanced Hardware Asset Management workflows covering asset onboarding, transfers, stockroom operations, lifecycle management, and disposal.
• Implemented Meraki and BigFix Service Graph Connectors for automated CMDB discovery and asset synchronization while delivering Release 2 enhancements across ITAM and HAM modules.
• Created Service Catalog items, Flow Designer automations, and integrations supporting enterprise asset request and fulfillment processes.
• Implemented Normalization to standardize hardware and software discovery data, improving asset accuracy and supporting effective lifecycle management within ITAM and HAM Pro.

• Delivered multiple HRSD implementations for Insurance, Banking, and Enterprise clients, participating in requirement gathering workshops, solution design, development, testing, and production deployment.
• Implemented complete employee lifecycle processes including New Hire Onboarding, Offboarding, Employee Separation, Employment Verification Letters, Employee Loan Services, and HR Case Management.
• Designed and developed multiple HR Services utilizing Document Management, Lifecycle Events, HR Criteria, HR Tasks, Flow Designer, Knowledge Management, Service Activities, Fillable/Static PDFs, Bulk Case Creation, and E-Signature capabilities.
• Conducted HR workshops to demonstrate Out-of-the-Box onboarding capabilities, gathered business requirements, created user stories, and configured solutions aligned with organizational processes.
• Automated HR processes through Flow Designer and workflow configurations, significantly reducing manual effort and improving employee experience.

• Served as Onsite Technical Lead(Philippines) for a complete Strategic Portfolio Management (SPM) implementation, conducting a month-long onsite requirement gathering workshop and leading end-to-end implementation of Demand and Project Management.
• Collaborated with business stakeholders to define portfolio governance, demand lifecycle, project execution processes, financial planning, cost management, agile management, test management, timesheet management, and resource management aligned with business objectives.
• Led solution architecture discussions, translated business requirements into technical user stories, and drove successful implementation using ServiceNow best practices.

• Implemented and customized core ITSM modules including Incident Management, Problem Management, Change Management, Knowledge Management, Service Catalog, and Request Management.
• Configured approval workflows, business rules, client scripts, catalog items, record producers, notifications, and backend automation to support enterprise service delivery.
• Worked extensively on enhancements driven by Agile user stories while supporting production releases and continuous service improvements.
• Developed Automated Test Framework (ATF) test suites, prepared system test scripts, unit test cases, operational documentation, and participated in end-to-end quality assurance activities.

• Designed and developed multiple custom ServiceNow portals to provide unified self-service experiences for various business functions, improving user accessibility and operational efficiency.
• Built reusable custom widgets featuring chatbot integration, YouTube knowledge content, deep links, approvals, task management, personalized dashboards, and department-specific functionality tailored to business requirements.
• Developed multiple catalogs, custom pages, and portal experiences for different business units, streamlining service request intake and enhancing end-user experience across the organization.