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Hi ,
Hope your week is off to a strong start. I’m writing to share an exclusive opportunity that I believe aligns perfectly with your current and future ServiceNow initiatives.
I’ve secured a premier ServiceNow Architect who brings a rare combination of deep technical mastery, strategic vision, and hands-on implementation expertise across the entire platform ecosystem.
Candidate Profile:
- Technology: ServiceNow Architect | GenAI Specialist | ITOM/ITSM/CSM/HRSD Expert
- Experience: 12+ Years
- Availability: Immediate for Remote, Hybrid, or Onsite Opportunities
CERTIFICATIONS:
- ServiceNow Certified System Administrator (CSA)
- Certified Application Developer (CAD)
- Certified Implementation Specialist – HRSD (CIS-HRSD)
- Certified Implementation Specialist – CSM (CIS-CSM)
- DevOps Foundation
- Microsoft Azure Fundamentals
- AWS Cloud Practitioner
PROFESSIONAL EXPERIENCE:
ServiceNow Architect | NetImpact Strategies
AI & Intelligent Automation Leadership
- Architected and governed enterprise-wide Now Assist (GenAI) implementation across ITSM and HRSD, designing scalable AI frameworks for intelligent summarization, contextual recommendations, and predictive insights—resulting in a substantial reduction in manual case handling efforts and notable improvements in agent productivity.
- Spearheaded integration strategy and governance for GenAI capabilities across Virtual Agent, Knowledge Management, and case workflows, ensuring secure data handling, consistent AI adoption patterns, and optimized performance across multiple business units.
- Implemented IRM instance-to-instance integration for external customers, enabling secure cross-instance data exchange and governance, dramatically reducing manual coordination overhead while strengthening compliance tracking.
ITOM & CMDB Excellence
- Led onboarding of 12,000+ Configuration Items (CIs) across multiple HHS sub-agencies, integrating ServiceNow Discovery with SCCM and legacy systems while resolving duplicate records and inconsistent data across disparate environments.
- Implemented Service Mapping for 15+ mission-critical applications, establishing comprehensive dependency visibility that reduced P1 incident triage time by ~30% during production outages.
- Architected Event Management by integrating SolarWinds and Dynatrace, consolidating thousands of daily alerts and reducing noise by ~40% through intelligent correlation and deduplication techniques.
- Designed and deployed MID Server architecture across secured federal network zones, addressing complex firewall and segmentation challenges to enable Discovery and integrations in compliant environments.
- Established CMDB governance model across multiple agencies and vendors, introducing data ownership and certification workflows that improved data completeness from approximately 65% to over 90%.
- Enhanced CI normalization and reconciliation (IRE tuning) to resolve inconsistent naming conventions and missing relationships, enabling accurate impact analysis for Incident and Change Management.
- Enabled change risk assessment using service and CI relationships, reducing failed changes by approximately 20% during federal release cycles.
Integration & Security Architecture
- Architected Microsoft Intune and ServiceNow CMDB integration, enabling comprehensive endpoint visibility, compliance tracking, and improved asset accuracy across thousands of managed devices.
- Led Multi-IdP SSO implementation (SAML, Multi-ProviderSSO), delivering seamless authentication for employees, partners, and external users across secure federal environments.
- Spearheaded Microsoft Teams integration with Virtual Agent and Live Chat, enabling users to interact with IT services directly within Teams—significantly increasing self-service adoption and reducing resolution times.
Customer Service & Employee Experience
- Led end-to-end implementation of HRSD and Employee Center Pro, delivering a unified, AI-enabled employee experience that dramatically increased self-service adoption and reduced dependency on support teams.
- Implemented and enhanced CSM using Agent Workspace and Configurable Workspace, enabling unified case management with contextual insights that significantly improved agent efficiency and customer satisfaction.
- Designed and automated customer case lifecycle using Flow Designer, AWA, and SLA frameworks, optimizing routing, escalation, and resolution processes for high-volume enterprise environments.
- Enabled omnichannel support (Virtual Agent, chat, email, portals), improving customer engagement and reducing resolution times through consistent, integrated support experiences.
- Developed customer self-service portal, enabling case submission, tracking, and knowledge access—substantially reducing inbound support calls.
This is the caliber of talent that transforms service operations and drives measurable business outcomes. I’d welcome the opportunity to schedule a conversation or interview at your earliest convenience.
Please let me know if this profile resonates with your current or upcoming needs.
Thank you for your time and consideration—I look forward to connecting soon.
Regards,
Nikhil
Vice President | Peach IT Professionals
Email: Nikhil@peachitpros.com
Phone: +1 7323444293
www.peachitpros.com
Osprey Way, West Windsor Township, NJ 08550, USA
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