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A Qualified IT Professional with 13 years of experience including 9+ years of experience as a Service-Now lead developer, administrator. Direct hands-on experience on most of the ServiceNow ITOM and ITSM modules including Discovery, CMDB, Service Mapping, Change Management, Incident management and service Portal to name a few. Experience with the various ServiceNow versions (Dublin, Eureka, Fuji, Geneva, Helsinki, Jakarta and Kingston, London, Madrid, New York, Orlando, Paris and Quebec). Experience with implementing solutions on ServiceNow platform across various modules - ITSM, CMDB, HR, Asset, Demand & Resource and custom applications. Developed solutions using JavaScript, Web Services, SOAP, and other web technologies to integrate ServiceNow with internal/ external systems and tools. Development experience adhering with SDLC processes like Waterfall, Agile, Test-Driven Development. Hands on experience developing Content Management System (CMS) in ServiceNow. Utilize the ServiceNow Portfolio Project Management (PPM) module to manage all service transitions to production and ensure ongoing operations Experienced in HR Case Management, HR Tasks and creating record producers. Responsible for the implementation of ServiceNow ITSM suite, Discovery, CMDB, Event Management, Service Watch/Service Mapping. Worked on Service Mapping to define business services, troubleshoot the discovery and mapping process as well as create new discovery patterns. Extensive experience on Implementation, Customization and Maintenance of CSM modules such as Management, Incident, Problem, Knowledge Management and Customer Service Catalog in ServiceNow. Implemented the OOB process with the client-based configuration in the process for the idea, demand, and projects. Worked on Project portfolio suite (PPS) modules like Demand, Release, Project and Test. Design, Development and Implementation of ServiceNow customization including, but not limited to: core setup, workflow administration, reporting, data imports, LDAP integration, custom scripting, ebonding, and third party software integrations Experience in migration and integration of knowledge from CA service desk, BMC remedy into ServiceNow. Experienced with the configuration, implementation, and maintenance of the ServiceNow SAM. Experience with utilizing GRC tools to automate information security processes and reporting.

To work in a creative and challenging environment where there is an ample opportunity to contribute and upgrade my interpersonal, management skills and competencies to achieve professional excellence and organizational growth.


  ServiceNow Lead Architect / Associate Director with over 19 years of experience in Information Technology and 12 plus years of experience in ServiceNow Solutioning, Architecting, Consulting, Implementation and Support experience.
  Having 8 ServiceNow Mainline certifications, 16 ServiceNow Micro certifications and 25 plus pre-sales and sales accreditation and 177 badges. ITIL v3 certified professional and Lean Six Sigma Green Belt certified professional.
  Experience in digitization, maintenance, support and enhancement of ITSM (Incident, Problem, Change and Knowledge Management) & Non ITSM processes. Helped in setting up ITSM processes and enhance the same based on feedback.
  Have extensive working knowledge in major ServiceNow modules ITSM, ITOM, ITAM, ITBM (SPM), Service Portal and Scoped Applications. Technical knowledge of ServiceNow objects like business rules, client scripts, script includes, UI Policies, UI Actions, ACL’s, UI Pages, UI Macros, etc.
  Successfully implemented 150 plus service catalogs and managed 250 plus service catalogs for customers. Extensive knowledge of record producers and order guides as well.
  Successfully implemented employee/consultant onboarding, departure, conversion, extension, relocation processes for HR team.
  Experience in integrating ServiceNow with external tools like Workday, SCCM, Jira, Salesforce, Hashivault, Active Directory, Microsoft Azure, IAG, Twilio, Splunk, SailPoint, Microsoft Teams, Vitalyst, etc.
  Experience in looking opportunities to automate and orchestrate manual activities in the firm and automate the same in ServiceNow resulting in elimination of redundant activities and cost savings. (Active Directory, Microsoft Azure, Microsoft SharePoint, AWS, Microsoft Exchange, Operations, etc.)
  Experience in design and implementation of multiple Scoped Applications (10 plus) for customer teams based on their business requirements.
  Experience in CMDB and Discovery setup for customers. Knowledge of MID server setup for discovering infrastructure.
  Experience in CMDB governance activities to ensure correctness, completeness and compliance of CMDB applications and data.
  Experience in setting up Service Portal for Helpdesk, HR, Employees, Employee Service Center, etc. with virtual agent/chat and self-help features. Helped in implementing Security Operations, Asset Management, Software Asset Management, Workplace Management, Application Portfolio Management, HRSD modules out of the box.
  Experience in all phases of SDLC implementation like Requirements Gathering & Analysis, Design, Implementation, Testing & UAT, Deployment, User Training, Support & Maintenance.
  Experience in planning, coordinating and executing ServiceNow version upgrades. (Have upgraded all instances from Eureka to Tokyo version)
  Experience in ServiceNow monthly patching, SSL Certificate upgrades, BCP/DR activities, etc. Knowledge of new modules like Security Operations, Mobile App, AWS Discovery, ATF, Workplace Management, Integration Hub, etc.
  Strong knowledge of ServiceNow Discovery, Service Mapping and Event Management. POC’s for various tools like SailPoint, Twilio, Nexthink, CMP V 2.0 migration, XMatters, Fivetran, Tableau, etc.
  Experience in various industry domains which helps is recommending industry best practices to customers.
  Experience in providing data and evidences for audit requirements for GDPR, SOC1, SOX, etc. to ensure compliance to auditors and audit teams.
  Experience in working with ServiceNow vendor support team to address performance issues, get resolutions for vendor defects, implement platform improvement activities, etc.
  Experience in planning, prioritizing, scheduling, co-ordination and implementing of various enhancements using ServiceNow Scrum modules.
  Experience in performing code review and update set review of work before deploying it to higher environments.
  Experience on managing and coordinating releases and deployments to ensure quality of deliverables released in production.
  Experience in managing incidents, problems, releases, changes, stories, etc.
  Experience in ServiceNow platform management activities to ensure the platform stable and performing as per the customer expectations.
  Experience is setting up dashboards and reports for leadership teams and various operations teams for managing their day to day operations.
  Strong technical/functional knowledge, problem solving skills and analytical skills are complimented with excellent communication and user/customer interaction skills.
  Managed and lead small/medium/large teams (30 plus members) from different vendors working from onsite/offshore/nearshore locations without any issues.
  Experience in performance reviews, recommending promotions, mentoring, coaching and guiding team members. Experience in stakeholder management ensuring SLA’s are met without effort and cost slippage.
  Experience in reporting data to leadership team for deliverables and helping on roadmaps.
  Experience in managing multiple projects and programs and track deliverables.
  Experience in screening and conducting interview for senior and architect positions in ServiceNow.
  Experience in pre-sales activities and have demonstrated ServiceNow capabilities to various customers.
  Excellent communication, inter-personal and networking skills. Have 6 years of experience in other ITSM & IT Governance Tools HP PPM Center and CA Clarity.


Results-driven IT professional with over 16 years of expertise in ServiceNow and BMC Remedy development and customizations, specializing in solution design, problem-solving, and implementation. Proficient in ServiceNow development and integrations, leveraging tools such as Flow Designer and Integration Hub to drive automation projects that connect with third-party applications. Experienced in agile methodologies with a strong commitment to continuous learning and skill enhancement, including knowledge of RPA tools like UI Path and Blue Prism. Proven track record of delivering innovative solutions that optimize processes and enhance operational efficiency.

Dedicated ServiceNow Platform Architect with 15+ years of hands-on experience leading teams in agile environments and collaborating with clients. Skilled at bridging the gap between business objectives and IT requirements, designing innovative solutions, and overseeing technical implementation to drive operational efficiency and enhance user experience.

Suresh Korra

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B. Com - Computers

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