Kishore Kumar Venugopal
Chennai
Summary
Detail-oriented ServiceNow Associate Consultant with 5 years in ITSM production support. Expertise includes incident management, service catalog development, knowledge management, change management, CMDB, and REST API integration. Proven skills in troubleshooting, release support, and SLA management, complemented by strong client communication and stakeholder engagement.
Overview
1
1
Certification
5
5
years of professional experience
Work History
Associate Consultant
Capgemini
Chennai
06.2024 - Current
Associate Consultant | Capgemini
- Managed and resolved Incident, Service Catalog, and Knowledge Management requests within the SLA.
- Collaborated with clients and cross-functional teams to resolve production issues and ensure service continuity.
- Provided L2 production support for the HP Enterprise ServiceNow ITSM platform.
- Supported Change Management activities during release deployments and post-release validation.
- Assisted in UAT, production deployments, and release validation activities.
- Performed issue analysis, troubleshooting, and coordinated with development teams for defect resolution.
- Supported REST API integrations by analyzing GET, PUT and POST requests, validating integrations, troubleshooting failures and supporting production incidents.
- Worked with CMDB and Asset Management data to support operational activities.
- Worked with Flow Designer, basic Business Rules, and Client Scripts for troubleshooting and minor platform enhancements.
- Mentored junior team members and received the WOW Award for outstanding performance at Capgemini.
Project Engineer
Wipro Limited
Chennai
09.2021 - 06.2024
Project Engineer | Wipro Limited
- Managed and resolved incident, service catalog, and knowledge management requests, ensuring adherence to service level agreements.
- Supported Change Management activities during release deployments and post-release validation.
- Performed issue analysis, troubleshooting, and coordinated with development teams for defect resolution.
- Validated REST API integrations by analyzing GET, POST, and PUT requests and troubleshooting integration issues.
- Collaborated with clients and cross-functional teams to expedite issue resolution and maintain service continuity.
- Provided L2 production support for the HP Enterprise ServiceNow ITSM platform.
- Assisted in UAT, production deployments, and release validation activities.
- Created and maintained operational documentation and knowledge articles to enhance team knowledge and support efficiency.
- Worked with CMDB and Asset Management records to support production operations.
- Contributed to production stability by ensuring SLA compliance and high-quality support.
Education
Bachelor of Science - Mechanical Engineering
Hindustan University
Chennai04-2019
Skills
ServiceNow ITSM
Incident Management
Service Catalog
Knowledge Management
Change Management
SLA Management
Release Management
Troubleshooting
Production Support
Root Cause Analysis (RCA)
REST API
REST Integration
CMDB
Asset Management
Flow Designer
Business Rules
Client Scripts
JavaScript
GlideRecord
JSON
ServiceNow Administration
Certification
- ServiceNow Certified System Administrator (CSA) - ServiceNow 2022
Accomplishments
- Trailblazer Recognition, 2023 — Wipro, Outstanding performance and contribution to the HP Enterprise ServiceNow ITSM project.
WOW Award, 2026 — Capgemini, Outstanding performance and contribution to the HP Enterprise ServiceNow ITSM project.
Affiliations
- Volunteer, Spectrum Rotaract Club (2019) — Participated in social service initiatives, community welfare programs, and volunteer activities.
Timeline
Associate Consultant
Capgemini
06.2024 - Current
Project Engineer
Wipro Limited
09.2021 - 06.2024
Bachelor of Science - Mechanical Engineering
Hindustan University