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 -
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