Summary
Overview
Work History
Education
Skills
Certification
Core Skills
Disclaimer
Personal Information
Timeline
Generic

Karthik V

ServiceNow - Senior Architect / Manager
14, JDSH Flats, Suraj Avenue, Mudichur, Chennai,TN

Summary

Motivated ServiceNow Development Senior Architect/Manager with demonstrated knowledge of ITSM tools best practices and operations. Proven skills in enhancing productivity, efficiency and bottom-line profits with forward-thinking leadership. Bringing 16 years of experience in field and ready to take on challenging, growth-oriented role

Overview

18
18
years of professional experience
7
7
Certifications
3
3
Languages

Work History

Senior Architect / Manager

HCL Technologies
04.2024 - Current
  • Leading and developing a highly skilled and motivated team of developers and Tech Leads.
  • Think critically about the short- and long-term evolution of the team and function; analyze learning gaps, develop growth plans, and keep the team feeling engaged and motivated.
  • Promote and facilitate the adoption of end-to-end design thinking in developing our products.
  • Work collaboratively with cross-functional Platform team Project teams on the Project Vision Roadmaps to deliver great UI/UX that will engage more workplace collaboration, efficiency and productivity.
  • Participate & Co-ordinate with the Leadership in ServiceNow Application development life cycle from requirements analysis through implementation across the platform team projects.
  • Analyze the ServiceNow AI features and demonstrate the product capabilities to the clients.
  • Develop and present business case material for senior prospect and customer stakeholders.
  • Create and deliver tailored presentations and product demonstrations.
  • Work closely with product management in UI/UX ideation and innovation.
  • Recognize and develop opportunities to leverage ServiceNow as a platform.
  • Participate in DRB [Demand Review Board] meetings and follow the demand management process for the major releases.
  • Develop, automate, and report the Executive level ServiceNow KPI Metrics (e.g., CSAT, utilization, timeliness of resolution, etc.) through PA & Dashboards.
  • Ensures up-to-date documentation of system functions, processes, and capabilities.

ITBM ServiceNow Architect

WIPRO Ltd.
07.2022 - 03.2024
  • Responsible to lead and manage the Application Portfolio management (APM) and SAM/HAM teams within ITBM suite.
  • Gathering requirements from the stakeholders and working with development team to fulfill the enterprise team’s business expectations.
  • APM and Software asset management implementation from the native legacy application to ServiceNow.
  • Work closely with Product Owner to plan the PI activities and prepare stories to the team.
  • Involve in UAT test cases and demonstrate output to the stakeholders.
  • Accountability for the data cleanup activities within the enterprise teams and ensure to maintain the data quality.
  • Prepare the executives dashboards by utilizing the Performance Analytics and Advanced Metric Reporting.
  • Created documentation including requirement User Stories, Acceptance Criteria, PowerPoint decks, Process Flows and Analysis Models, Journey Maps, Wireframes and User Guides.

Assistant Manager

Renault Nissan Technology and Business Center
09.2014 - 06.2022
  • Responsible to lead and manage the Application Portfolio management (APM) team in ITBM suite.
  • Understand the Enterprise Architecture team objectives and requirement gathering for the business visions.
  • Direct technical team to fulfill the business requirements.
  • ITBM ServiceNow - APM Implementation from third party application tool.
  • Excellent knowledge in Service Now Admin and development, configuring Business Rules, UI Policies, Catalog Client Scripts and Client Scripts UI Actions etc.
  • Deployment checklist and test case document preparation.
  • Providing support during the UAT process and postproduction deployment.
  • Mentoring and provide trainings for new team members on their assignments.
  • Supervised day-to-day operations to meet performance, quality and service expectations.

Compliance Executive

REDINGTON GULF
12.2012 - 08.2014
  • Project support in the Insourcing Program of IT Service Management.
  • Act as a Single point of contact for transitioning the Service Management Project.
  • Design, Develop and implement New process for IT Service Management as per Client requirement for various ITIL processes such as Incident, Problem, Change, Service Request, Config and Service Level Management.
  • Service Now implementation from Dublin to Fuji version.
  • Design the Dashboards, Scorecards and Homepages through SNOW Performance Analytics.
  • Reports, Homepage and PA admin solutions for the users and management.
  • Advanced Reporting in Service Now for CEO level Dashboard and Homepages.
  • Interact with all the teams to identify the process improvements and implementing through the quality methodologies.
  • Perform the automations in Service Now as well as in Excel reports (by developing the VB Macro’s).
  • Governance control for Reports and Metrics.
  • Facilitate the Steering committee meet between the Managements.

Sales Support Co-ordinate II

HEWLETT PACKARD GBS – ORDER MANAGEMENT
04.2010 - 11.2012
  • Specify information flows, processes/procedures that will meet the business requirements.
  • Purchase order Error tracking and RCA for Customer defects.
  • Internal Quality check and feedback for errors.
  • Proper handling and updations on training documentations and reports.
  • Operational and Quality Monthly Dashboard to the management.
  • Deep drive analysis and immediate solution for customer escalations.
  • Kaizen Certificate for Capacity, utilization improvement Project.
  • Driving Actions through the quality concepts and tool (Especially through 7QC tools).
  • Monthly Trend and DB reports of Accuracy, IE score, Internal Quality check to the management and Chennai quality team.
  • Circulation of Daily productivity & volume trends.
  • Team SLA and Sigma Score reports to Management and FE Customers.

Trainer and Quality Analyst

DATAMARK PRODAPT – BPO – DATA ENTRY OPERATIONS
11.2007 - 03.2010
  • Assessing the customer feedback, evaluating areas of improvements & providing critical feedback to the associates on improvements and achieving customer satisfaction matrices.
  • Error analysis and corrective action for external and internal defects.
  • Process updates to the data entry processing teams.
  • Trouble shooting for process clarifications.
  • Focusing on quality by implementing the quality concepts in defected processes.
  • Performance metric report circulation to the team and individual.

Education

Bachelor of Commerce: Accounting & Finance - Accounting and Finance

Annamalai University
Chidambaram, India
04.2001 - 01.2009

SSLC & HSC -

Avichi Hr.Sec.School
Chennai, India
04.2001 -

Skills

ServiceNow Platfrom Development

Certification

ITIL V3 Foundation

Core Skills

ITIL Expert, Core Development, Platform Administration, Service Catalog, Flow Designer,  Incident/Problem/Change, Knowledge Management, ITBM - APM, TTPM & PPM module, Agile Scrum, Epics,Stories, Sprints, Releases,  UAT [User Acceptance Testing], ServiceNow Release, ServiceNow Upgrades, Integration  Monitoring  ServiceNow Versions from Dublin to Washington DC,  Service Portal , Performance Analytics, Reporting &  Dashboard, Training, Project Management

Disclaimer

I hereby declare that all the above details are true to the best of my knowledge.

Personal Information

  • Passport Number: K4331389
  • Date of Birth: 06/12/86
  • Nationality: Indian
  • Marital Status: Married

Timeline

CIS - Platfrom Analytics

04-2025

Micro certificates ofAgentic AI Executive

04-2025

Senior Architect / Manager

HCL Technologies
04.2024 - Current

APM Modules

05-2023

ITBM ServiceNow Architect

WIPRO Ltd.
07.2022 - 03.2024
CIS-ITSM
05-2022

Performance Analytics

05-2019
Service Now CSA
03-2016
ITIL V3 Foundation
01-2015

Assistant Manager

Renault Nissan Technology and Business Center
09.2014 - 06.2022

Compliance Executive

REDINGTON GULF
12.2012 - 08.2014

Sales Support Co-ordinate II

HEWLETT PACKARD GBS – ORDER MANAGEMENT
04.2010 - 11.2012

Trainer and Quality Analyst

DATAMARK PRODAPT – BPO – DATA ENTRY OPERATIONS
11.2007 - 03.2010

Bachelor of Commerce: Accounting & Finance - Accounting and Finance

Annamalai University
04.2001 - 01.2009

SSLC & HSC -

Avichi Hr.Sec.School
04.2001 -
Karthik VServiceNow - Senior Architect / Manager