Krishnan S
Sr Technical Lead
Chennai
Summary
ServiceNow ITSM professional with 15 years of experience in IT service governance and operations. Specialized in ServiceNow Catalog Management, including catalog design, ownership governance, approvals, fulfillment workflows, and lifecycle maintenance. Deep understanding of ITIL-based governance frameworks, major incident handling, change governance, reporting, and continuous improvement. Adept at collaborating with business, application, and infrastructure teams to deliver stable, compliant, and user-friendly IT services. Looking for opportunities as a ServiceNow ITSM Lead / Platform Specialist / Governance Manager, where process excellence and business value are key drivers.
Overview
16
16
years of professional experience
4
4
Certifications
Work History
Senior Technical Lead
HCL Technologies
10.2021 - Current
- Own and manage ServiceNow Service Catalog end-to-end, including catalog item creation, cloning, updates, governance approvals, ownership assignment, and lifecycle management.
- Act as a governance gatekeeper for catalog items, ensuring alignment with ITIL standards, security policies, access controls, and audit requirements.
- Design and maintain request models, approval workflows, entitlement logic, and fulfilment processes to improve user experience and operational efficiency.
- Work closely with application owners, AD teams, security teams, and fulfilment groups to ensure accurate access, role-based approvals, and compliant service delivery.
- Govern Incident, Change, Problem, Request Fulfilment, and Knowledge Management processes with strong focus on compliance, risk mitigation, and continuous improvement.
- Support Major Incident Management, ensuring proper governance, RCA adherence, documentation, and process compliance.
- Review, validate, and migrate ServiceNow update sets across environments (Dev
- Test
- Prod) in line with change and release governance.
- Ensure catalog items and ITSM processes remain audit-ready, with proper documentation, approvals, and traceability.
- Prepare and publish ITSM reports and dashboards to track SLA performance, request volumes, compliance gaps, and improvement opportunities.
- Act as a bridge between business users and technical teams, translating business requirements into governed ServiceNow solutions.
- Mentor junior team members on ServiceNow catalog standards, ITSM governance, and best practices.
Senior Associate
TCS
07.2013 - 10.2021
- Worked in IT service operations supporting day-to-day ITSM activities.
- Involved in handling service requests and coordinating with application and support teams.
- Gained hands-on exposure to ITIL processes such as Incident, Request, and Problem Management.
- Worked closely with business users to understand service needs and operational requirements.
- Supported process documentation, reporting, and service improvement activities.
- Developed strong understanding of service delivery, governance basics, and stakeholder communication.
Associate
Comodo security Solutions
11.2009 - 12.2012
- Validated customer and business information before SSL certificate issuance, including domain ownership and organization details, as part of the verification process.
- Ensured required checks were completed before certificates were issued or renewed.
- Installed and supported SSL certificates for customer environments.
- Assisted customers with SSL configuration and setup on servers and applications.
Education
B.C.A - Bachelors of Computer Application
D.G.Vaishnav College
Chennai, TN, India06.2009
Skills
Catalogue Management - Servicenow
Incident Management
ITSM Governance
Certification
ITIL V4 Foundations
Timeline
Senior Technical Lead
HCL Technologies
10.2021 - Current
Senior Associate
TCS
07.2013 - 10.2021
Associate
Comodo security Solutions
11.2009 - 12.2012
B.C.A - Bachelors of Computer Application
D.G.Vaishnav College