KARTHIKEYA J
Sr. Servicenow Architect
Hyderabad
Summary
- A Certified ServiceNow System Administrator, competent professional with over 10+ years of IT experience including 10 years of experience on ServiceNow Development and Administration.
- ServiceNow Analyst with experience on implementing ITSM, SecOps,ITAM and ITOM with end-to-end Service Catalog, Incident Management, Asset Management, Change Management, Scoped Applications, Knowledge Management and Release Management, Service Portal, Discovery, CMDB, Service Mapping, Service Watch, and GRC.
- In-depth knowledge of the technical implementation of Problem Management, Configuration Management, Reporting, Integrations, and platform upgrades such as Orlando, Paris, Quebec, Roma, San Diego, Tokyo and Uttah.
- Deep functional and technical knowledge of the Service Now platform as well as experience delivering; medium to large-scale Service Now implementations.
- Experience in Installation and Configuration of different modules of Service-Now.
- Worked on configuring customizing and enhancing project portfolio management (PPM) module and integrated with user interface to ServiceNow.
- Worked in domain separated environment and see to control what fulfillers can see and do.
- Worked on Domain Separation to achieve process separation, UI separation, and Data separation.
- Created Access Control List (ACL) rules for forms, tables, modules, and managed groups/roles according to the requirement.
- Responsible for the execution and delivery of the ServiceNow application across the enterprise including ITSM, ITOM, Platform, ITBM, Security, and Compliance modules.
- Developed HR Service Catalog solutions using record producers, dynamic variables, client scripts, and UI policies to automate employee HR request intake and fulfillment workflows.
- Implemented HR Agent Workspace and Employee Center configurations, customizing forms, workspace components, portal widgets, and HR knowledge access for improved HR agent and employee self-service experience.
- Configured HR lifecycle event processes such as onboarding, employee transitions, and offboarding using automated case generation, task orchestration, and approval workflows.
- Integrated HRSD with external HR systems (HRIS platforms) using REST APIs and IntegrationHub to synchronize employee data and automate HR case creation and service fulfillment processes.Worked on the things relating to ServiceNow Discovery, Automation, CMDB population, Security & roles.
- Experience in implementing Remedy (ARS) applications in the role of support, developer & consultant.
- Highly accomplished and focused Technical consultant with broad experience in providing solutions over ServiceNow Architecture and familiar with Other ITSM applications.
- Worked on ITOM like Service Mapping to define business services, troubleshoot the Discovery and mapping process as well as create new Discovery patterns. Implemented end-to-end CRM solutions using ServiceNow platform to optimize customer interactions and enhance satisfaction.
- · Experience in integrating Nagios, SolarWinds through SNOW Event Management for incidents raising.
- Worked on Business Service mapping and wrote scripts in the sensors to map CI's so that the end user can have a graphical representation of CI's and their relationship through BSM.
- Create, monitor, modify, and publish service catalog workflows with approvals with Single Sign-On integration.
- Expertise working on SaaS (Software as a Service) based tool (ServiceNow), with focus on implementing ITIL processes.
- Participated at various levels of customization in Incident management and Change Management, Service
- Request Management applications and Custom built applications for various clients in different industry segment.
- Experience in Project Portfolio Management and doing the analysis of the portfolios.
- Hands on experience designing, and configuring GRC software like the RSA Archer, MetricStream, etc.
- Experience developing Governance Structure
- Architected and executed end-to-end Security Incident Response workflows within ServiceNow, integrating threat intelligence feeds for rapid identification of security incidents.
- Customized SecOps automation scripts using ServiceNow's scripting capabilities, enhancing incident analysis, and automating routine response actions.
- Engineered bidirectional data synchronization between ServiceNow SecOps and external SIEM systems, facilitating synchronized incident data and streamlined investigation.
- Involved in the design, development, and maintenance of integrations with other applications such as Active Directory, Workday Altiris, Casper, Jira, etc.
- Full understanding of SDLC, RUP, Agile, SCRUM Methodologies and process.
- Managing Service Accounts and their credentials to access various VM's on different Data Centers.
Overview
11
11
years of professional experience
5
5
Certifications
Work History
Sr. ServiceNow Architect
ServiceNow
09.2022 - Current
- Strong hands-on experience in ServiceNow ITOM, working on Discovery, Event Management, CMDB, and Service Mapping, to give better visibility into the infrastructure and application landscape.
- Worked extensively on CMDB design and governance, aligning data models with CSDM, maintaining CI relationships, improving data quality, and handling normalization and reconciliation issues.
- Implemented ServiceNow Discovery for servers, network devices, and cloud resources, including MID Server setup, credentials, schedules, and validation of discovered data.
- Configured event management rules for alert correlation, aggregation, and noise reduction, helping operations teams focus on actionable alerts instead of alert floods.
- Integrated ITOM with ITSM, enabling automatic incident creation, service impact visibility, and faster root cause analysis using CMDB relationships.
- Hands-on experience with Hardware Asset Management (HAM), covering the complete asset lifecycle from procurement and receiving to deployment, maintenance, and retirement.
- Managed financial and contractual details of hardware assets, including depreciation, warranties, vendor contracts, and support information within ServiceNow ITAM.
- Worked on Software Asset Management (SAM) basics, such as license tracking, compliance reporting, and integration with Discovery and procurement data.
- Led and supported data migration activities for CMDB, ITOM, and ITAM, focusing on data cleansing, validation, reconciliation, and accuracy.
- Guided operations and asset teams on ITOM and ITAM best practices, CMDB usage, and day-to-day operational improvements.
- Managed roles, ACLs, and access controls across ITOM, ITAM, ITSM, HRSDv and GRC modules to ensure data security and compliance.
- Used JavaScript, DOM objects, AngularJS, and Service Portal scripting to build and enhance custom UI components, supporting ITOM and ITAM use cases.
- Developed Service Portal widgets with both client-side and server-side scripting, ensuring smooth performance on desktop and mobile devices.
- Experience working on GRC/IRM implementations, including risk assessments, risk registers, KRIs, risk scoring, and management dashboards.
- Created and maintained GRC and SecOps documentation, such as security policies, procedures, SOPs, and governance guidelines.
- Hands-on experience in Security Operations (SecOps), including incident triage, investigation, root cause analysis, and remediation tracking.
- Integrated threat intelligence tools with ServiceNow SecOps using REST APIs to enrich security incidents with contextual threat data.
- Participated in incident response simulations and tabletop exercises, validating playbooks, and improving team readiness.
- Built security automation and orchestration workflows using Python and REST integrations to support faster and coordinated incident response.
- Designed and implemented Security Incident Response workflows for phishing, malware, and similar threat scenarios with automated actions.
- Used ServiceNow analytics and Machine Learning features to improve alert correlation, incident prioritisation, and vulnerability risk assessment.
- Involved in vulnerability management cycles, ensuring vulnerabilities are identified, assessed, tracked, and remediated on time using SecOps and ITOM data.
- Designed and configured CRM workflows within ServiceNow, integrating customer data and case management to improve customer support processes.
- Designed and implemented HR Service Delivery (HRSD) solutions, including Employee Service Center, HR Case Management, and HR Knowledge Base, to enhance employee experience and streamline HR operations.
- Developed and customized advanced workflows in Flow Designer for lifecycle events like onboarding, offboarding, and internal transfers, leveraging dynamic task generation and conditional approvals.
- Integrated ServiceNow HRSD with external HR systems such as Workday, SAP SuccessFactors, and ADP using Integration Hub for seamless data synchronization and process automation.
- Configured HR Criteria, HR Profiles, and User Permissions to enforce strict security and role-based access controls for sensitive HR data.
- Developed custom Employee Service Portal widgets using AngularJS and ServiceNow UI Builder, providing employees with a tailored and intuitive interface for accessing HR services.
- Automated complex HR processes by implementing decision tables, client scripts, and business rules, ensuring compliance with organizational policies and minimizing manual intervention.
- Built comprehensive Performance Analytics dashboards for HR managers, enabling real-time tracking of case resolution times, SLA adherence, and employee satisfaction scores.
- Designed and implemented HRSD catalog items with advanced scripting in Catalog Builder, incorporating multi-step approvals, attachments, and dynamic fields.
- Conducted system upgrades, patching, and UAT to ensure HRSD applications remain up-to-date and compatible with the latest ServiceNow releases.
Sr. Tech Lead
Deliotte
08.2021 - 08.2022
- Provided expert guidance and consulting services to clients on ServiceNow platform implementation, configuration, and customization
- Gathered and analyzed client requirements, identified gaps, and recommended optimal solutions to address business needs and improve operational efficiency
- Developed and delivered ServiceNow training sessions and workshops for clients' end-users, administrators, and support teams
- Collaborated with developers and technical teams to design and implement customized ServiceNow modules, workflows, and integrations
- Conducted system testing, user acceptance testing (UAT), and quality assurance to ensure the successful deployment and functionality of ServiceNow solutions
- Provided ongoing support and troubleshooting for ServiceNow instances, resolving technical issues, and addressing client concerns in a timely manner
- Generated reports (daily status reports and weekly reports) and test metrics as required by release and project managers
- Responsible for developing and managing SLAs, Key Performance Indicators (KPIs) and Critical Success Factors (CSFs) for ITIL processes and various IT work environments
- Experience with cross-browser and cross-device testing
- I used the Jenkins Engine to run automated tests with the GitHub plugin
- Understand and analyze project business, functional, technical, and UI requirements
- Managed and led the development of the ITSM process to improve the alignment of IT Operations and business results
- Identified risks and deployed mitigation plans
- Escalate issues to management in a timely manner
- Automated test creation with Eclipse and TestNG integrated with Selenium WebDriver
- Worked with ServiceNow requirements management module, test case management, and ServiceNow SDLC modules for defect management
- Negotiate, map, gain consent, design and maintain service level agreements (SLAs) with internal customers and operational level agreements (OLAs) with IT support teams
- Responsible for defining, exporting, and analyzing data related to ITSM processes, as required to report on KPIs, CSFs and performance indicators, and developing, documenting and presenting information trends as well as reporting related to this analysis to all stakeholders, as appropriate
- Built and maintained strong working relationships with internal and external IT customer management, team leaders, process owners, branch leaders, and key stakeholders
- Defined, developed, documented, trained, and implemented service level management processes, related procedures and work instructions
- Responsible for implementing ServiceNow ITSM IPCC module (Incident Management, Incident Management, Change Management and Configuration Management)
Lead ServiceNow Developer
TCS pvt LTD
08.2018 - 08.2021
- Configured Employee Center / Service Portal for HR services, developing portal widgets, HR catalog pages, topic pages, and role-based access to HR content and request forms.
- Implemented HR Security and data protection using HR-specific ACLs and COE security policies, ensuring sensitive employee data visibility is restricted based on HR roles and organizational hierarchy.
- Configured HR lifecycle event frameworks, automating onboarding, employee job changes, and offboarding processes with generated HR cases, tasks, and workflow orchestration.
- Integrated HRSD with external HR systems (HRIS/Payroll systems) using REST APIs and IntegrationHub spokes to synchronize employee data and trigger HR service processes.
- Configured HR reporting and analytics, including HR case metrics, SLA tracking dashboards, and operational reports to monitor HR service performance and process efficiency.Provided expert guidance and consulting services to clients on ServiceNow platform implementation, configuration, and customization
- Gathered and analyzed client requirements, identified gaps, and recommended optimal solutions to address business needs and improve operational efficiency
- Developed and delivered ServiceNow training sessions and workshops for clients' end-users, administrators, and support teams
- Collaborated with developers and technical teams to design and implement customized ServiceNow modules, workflows, and integrations
- Conducted system testing, user acceptance testing (UAT), and quality assurance to ensure the successful deployment and functionality of ServiceNow solutions
- Provided ongoing support and troubleshooting for ServiceNow instances, resolving technical issues, and addressing client concerns in a timely manner
- Generated reports (daily status reports and weekly reports) and test metrics as required by release and project managers
- Responsible for developing and managing SLAs, Key Performance Indicators (KPIs) and Critical Success Factors (CSFs) for ITIL processes and various IT work environments
- Experience with cross-browser and cross-device testing
- I used the Jenkins Engine to run automated tests with the GitHub plugin
- Understand and analyze project business, functional, technical, and UI requirements
- Managed and led the development of the ITSM process to improve the alignment of IT Operations and business results
- Identified risks and deployed mitigation plans
- Escalate issues to management in a timely manner
- Automated test creation with Eclipse and TestNG integrated with Selenium WebDriver
- Worked with ServiceNow requirements management module, test case management, and ServiceNow SDLC modules for defect management
- Negotiate, map, gain consent, design and maintain service level agreements (SLAs) with internal customers and operational level agreements (OLAs) with IT support teams
- Responsible for defining, exporting, and analyzing data related to ITSM processes, as required to report on KPIs, CSFs and performance indicators, and developing, documenting and presenting information trends as well as reporting related to this analysis to all stakeholders, as appropriate
- Created Scripted REST APIs for multiple inbound integration
- Worked on bidirectional LDAP integration with Active Directory to update user records and groups assignments
- Built and maintained strong working relationships with internal and external IT customer management, team leaders, process owners, branch leaders, and key stakeholders
- Defined, developed, documented, trained, and implemented service level management processes, related procedures and work instructions
- Responsible for implementing ServiceNow ITSM IPCC module (Incident Management, Incident Management, Change Management and Configuration Management)
- Performed validation testing and followed best practices according to ITIL V3 and V-Model SDLC
- Experience deploying releases and handling critical issues in post-production
- Coordinated training and documentation for bug tracking and test case management across the project lifecycle
- Deployed ServiceNow MID servers and developed PowerShell scripts to build ServiceNow Orchestration activities
- Worked for the Lifecycle events stories and HR Action Tracking System (HATS) application process based stories
- Worked on stories for Health scan Remediation
- Worked on stories for the record producer
- Used SOAP Messages and REST to communicate with external web services
- Worked on HRSD module
- Provides first point of contact and excellent customer service to all colleagues, management, and field HR Teams
- Performed integrations and process automation using ServiceNow Orchestration
- Recommend new approaches, policy enhancements and innovations to effect continual improvements in efficiency of the department and services performed
- Assisted the team in identifying and managing CI classes, CI attributes and relations within CMDB
- Added PDF Merge functionality apart from out of the box by custom creating integrations with Java application and used to improve HRSD process
- Assist in regular quality check of work processed to ensure error-free processing
- Participates in developing departmental goals, objectives, and systems
- Performed Data loading of CI Attributes for CMDB using Transform Scripts and Import Sets
- Facilitates the HR On boarding process, ensuring the completion of all HR new hire forms, creates and maintains employee files.
Lead ServiceNow Developer
Tech Mahindra
06.2017 - 07.2018
- Provided user training, guidance and instructions for information retrieval from Oracle databases
- Enabled Event Management functionality in Service Now and created a greater number of Event Rules and Alert Rule for converting automation in generating tickets
- Created comprehensive documentation for ITSM processes, aiding in knowledge transfer and compliance adherence
- Participated in continuous improvement initiatives, using data-driven insights to optimize ITSM workflows over time
- Configured Seven MID Servers (Two are for integration, Event Management & Orchestration, one for LDAP integration, Four for Discovery & Service Mapping) for in different location including DMZ Zone
- Responsible for the implementation of ServiceNow ITSM and ITOM suite, Discovery, CMDB, Event Management, Service Watch/Service Mapping
- Worked on Orchestration to automate the top and frequently used service requests
- Configured and maintained ITOM with ServiceFirst Configuration, Item Discovery, Service Mapping, Discovery, and the ServiceFirst Configuration Management Database
- Provided process governance and oversight of ServiceNow Demand Management
- Streamlined ServiceNow demand management process and managed release lifecycle
- Prepared documentation for requirements, design, installation and unit testing and system integration of ServiceNow
- Designed and configured service request catalog in ServiceNow, enabling users to request services seamlessly
- Implemented and managed ServiceNow's Service Catalog, enabling efficient provisioning of IT services and resources
- Developed automated mappings to schedule the load of flat files on daily, weekly, and monthly basis.
ServiceNow Developer/Consultant
IBM
04.2015 - 05.2017
- Worked extensively on Implementation, Customization and Maintenance of CSM modules such as Case Management
- Implementation of Custom Applications, Modules, Tables, and Views as per client's requirement
- Enabled import and export of issues and import issues in bulk from JIRA projects to Agile Development
- Configured and customised the HAM workflows, leveraging workflow editor and business rules, to align with client’s asset lifecycle stages and compliance requirements
- Integrated ServiceNow with external discovery tools to automate HAM asset discovery and reconciliation, ensuring accurate and up-to-date HAM asset information and improving overall efficiency
- Configurations for Service Level Agreements (SLAs), email notifications, and instance branding
- Configured SAM Pro to monitor and track software usage across the client's network, collecting data from various devices and importing it for analysis
- Created and modified various Business Rules, Client Scripts, Script Includes, UI Policies, UI Actions and followed coding best practices
- Data migration to import data from other applications and external databases to ServiceNow Platform
- Integrated Twilio calling service to make end to end calls in Customer Service Management (CSM) in ServiceNow
- Separated the data based on the discovered data and add according to the MID server policy definition
- GRC experience in at least one of the following areas: privacy, risk assessments, third party management, and vulnerability management.
Education
B.Tech -
ADITYA ENGINEERING COLLEGE
Intermideate -
SRI CHAITANYA JUNIOR COLLEGE
10th -
S.K.R.R Municiple Crop. High School
Skills
- Programming Languages : Angular JS, Jelly Script, JQuery, Java, ASPnet, Perl, CSS
- Platforms ServiceNow: HP Service Manager, SDLC, Salesforce, Magento
- Web Technologies: ASP NET, HTML, CSS, JavaScript, jQuery, Ajax, XML, PHP, JSON
- Databases: Microsoft SQL Server, Oracle, MySQL
- Technologies: Agile, Scrum, Design Patterns, ITIL, CSP, MVC, Map Reduce, Android, Machine Learning
Certification
ServiceNow Certified System Administrator – CSA.
Timeline
Sr. ServiceNow Architect
ServiceNow
09.2022 - Current
Sr. Tech Lead
Deliotte
08.2021 - 08.2022
Lead ServiceNow Developer
TCS pvt LTD
08.2018 - 08.2021
Lead ServiceNow Developer
Tech Mahindra
06.2017 - 07.2018
ServiceNow Developer/Consultant
IBM
04.2015 - 05.2017
B.Tech -
ADITYA ENGINEERING COLLEGE
Intermideate -
SRI CHAITANYA JUNIOR COLLEGE
10th -
S.K.R.R Municiple Crop. High School