ServiceNow Architect

Harshdeep Garg

ServiceNow Solution Architect, Manager

Senior ServiceNow Solution Architect Infosys Limited - India (2018- Present)

From Ideation to execution, managing entire life cycle of building new apps on ServiceNow platform.

Responsible for building 20 + apps on ServiceNow platform spanning across multiple domains and verticals.

Conducting product demos for customer prospects, enterprise stakeholders, analysts and Infosys leadership

Lead Multiple ServiceNow Transformation engagements cutting across ITSM, CSM, HRSD products of ServiceNow

Closely working with sales partners during proposal stage, helping them with customer’s demos and proposal responses.

Lead a team of 25 individuals to drive innovation by building new apps on ServiceNow Platform and provided thought leadership for solving unique business problems.

Closely working with delivery partners to understand customer voice and helped them map the business outcomes to technology solution.

Assisted the sales team with proposal responses, customer demo’s and participating in the customer orals sessions

Building a business case for the apps designed on ServiceNow.

Participating in customer innovation workshops, sessions with market analyst (IDC, HFS and Everest) and representing Infosys at large annual events.

Conducting ServiceNow platform assessment and recommending the roadmap to multiple clients

Interacting with enterprise stakeholders across Infosys from different domains/verticals to jointly build an offering and taking it to the market.

ServiceNow Solution Architect Infosys Limited - United States (2015-2018)

Lead Multiple large ServiceNow Transformation engagements implementing entire suite of ITSM processes.

Led a 15 people team of Business Analysts, Consultants and Developers based in India to deliver the ServiceNow engagement.

Ensured that ServiceNow Technical architecture is aligned as per the established business and IT strategy, and that the architectures delivered are compliant with Industry accepted architecture frameworks, and blueprints.

Assisted the sales team with proposal responses, customer demo’s and participating in the customer orals sessions.

Participated in ITSM Process Assessments, Design and Standardization initiatives for several customers.

Helped multiple projects in defining the customer success KPI and mapping the technology landscape to it.

Conducted multiple ServiceNow platform assessment and recommended the roadmap to multiple clients. Summary

ServiceNow Solution Architect with 9+ years of extensive experience in building innovative custom apps on ServiceNow platform, managing large and complex ServiceNow transformation programs across ITSM, HRSD and CSM products, responding to large proposals, managing client relationship and executing process consulting engagements.

ServiceNow Implementations

ServiceNow Architecture design

Customer Service Management

Product Management

IT Service Management

HR Service Delivery

ITSM Process Consulting

Pre-sales

Managing client relationship

People Management

Data Analytics

Skills

Contact Details -

Email – *************@*****.***

Mobile Number - +91-991*******

ServiceNow Implementation Consultant Infosys Limited - United States (2013-2015)

Managed customer workshops end to end for all ITSM modules in multiple engagements.

Led the Modernization effort for Core ITSM processes: Incident, Problem, Change, Knowledge, Service level Management, Feedback Mechanisms.

Managed multiple (15+) integration use cases third party systems Via SOAP/REST for different clients.

Worked on crafting the solution proposal, pricing, business case, and customer demos.

Managed Implementation of Self Service Portal, Service Catalog, Performance Analytics, CMDB, Asset Management & Orchestration.

Contributed in the CSI effort in improving tool and process through continuous reporting, identifying. ServiceNow Implementation Consultant Infosys Limited - India (2011-2013)

Worked as a functional consultant for implementing ServiceNow ITSM modules for multiple clients.

Worked on rationalizing the complex catalog item structure for a large client.

Worked on building proposal for small and medium size clients.

Worked in a domain separated environment and on boarded multiple clients on the standard instance for ITSM Core modules

ITSM Process Maturity Assessment and Harmonization Professional Certifications

Certified Implementation Specialist – ITSM

Certified Implementation Specialist – PPM

Certified Implementation Specialist – HRSD

Certified System Administrator

Certified Application Developer

ITIL V3 foundation

IIMB People Management

Education

FORE School of Management (2009-2011) - MBA: Finance & Marketing

YMCA Institute of Engineering, Bachelors of Technology (2005-2009) – Electronics and instrumentation control Awards and Recognition

AFE gold winner – Winner of Infosys Award for Excellence 2019 (Annual organization level award)

Speaker Knowledge Event 18 – Theatre Session

MVP for delivering exceptional performance in ServiceNow Implementation (2014-2015)

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