G Karthik

Leading the design and implementation of AI-powered ServiceNow solutions supporting Sephora’s global retail operations, delivering intelligent automation across Customer Service, Financial Operations, IT Service Management, and Governance platforms. Key Contributions: • Architected ServiceNow CSM platform enabling omnichannel customer support across web, mobile, store, and chat channels, supporting 35K+ daily customer interactions. • Implemented Financial Services Operations (FSO) case management for payment disputes, refunds, fraud investigations, vendor chargebacks, and regulatory complaints with full audit tracking. • Designed and deployed GenAI-powered automation using Now Assist, AI Agents, and Document Intelligence, enabling case summarization, intelligent ticket classification, and automated knowledge generation. • Defined enterprise AI strategy and roadmap, identifying high-value use cases across ITSM, HRSD, CSM, and FSO to drive intelligent automation initiatives. • Implemented Agentic AI workflows and MCP-based integrations enabling secure AI model interactions and multi-step autonomous workflow execution. • Built Virtual Agent with advanced NLU and sentiment analysis, improving first-contact resolution and reducing support workload. • Established Responsible AI governance framework, implementing model transparency, bias mitigation, and compliance controls aligned with enterprise risk policies. • Implemented CMDB/CSDM governance with Discovery and Service Mapping, maintaining infrastructure visibility across retail stores and corporate systems. • Delivered Employee Center Pro and Agent Workspace experiences improving employee self-service adoption and agent productivity. Technologies: ServiceNow (Washington DC), CSM, FSO, ITSM, HRSD, GRC/IRM, CMDB/CSDM, GenAI, Now Assist, AI Agents, Virtual Agent, Predictive Intelligence, Flow Designer, IntegrationHub.

Implemented Field Service Management (FSM) designing an end-to-end work order lifecycle with intelligent dispatch, GPS-enabled route optimization, skills-based technician assignment, workload balancing, and mobile workforce management supporting 2,500+ field technicians across 1,900+ retail locations. • Integrated IoT monitoring with ITOM Event Management connecting HVAC systems, refrigeration units, POS networks, and distribution center equipment, enabling real-time event correlation, predictive failure detection, and automated remediation. • Configured CMDB / CSDM 4.0 governance using Discovery and Service Mapping managing 75,000+ configuration items, improving infrastructure visibility and enabling accurate impact analysis across retail technology services. • Implemented Financial Services Operations (FSO) for retail financial workflows including refund processing, chargebacks, vendor payment disputes, financial investigation cases, and dispute lifecycle management, improving transaction tracking and operational efficiency. • Designed an FSO dispute and case management framework integrated with CSM and ITSM enabling Customer 360 visibility, automated approvals, SLA-driven dispute resolution, investigation tracking, and compliance-ready audit trails aligned with PCI-DSS and SOX. • Developed a CSM self-service portal supporting order tracking, warranty claims, product issues, and customer service requests with responsive UI and role-based access. • Deployed Predictive Intelligence models to automate incident classification, assignment group prediction, and priority determination, reducing manual triage and improving resolution speed. • Built Virtual Agent with NLU-based conversations enabling automated support for store associates and customers, reducing support call volumes and increasing self-service adoption. • Implemented GRC compliance framework supporting PCI-DSS, SOX, and retail regulatory requirements with automated policy managemen risk assessments

Designed HIPAA-compliant HRSD, CSM, and GRC solutions for 30,000+ healthcare professionals. Integrated EPIC EHR, Workday HCM, and Cerner with automated workflows for onboarding, compliance, and patient support. Implemented Virtual Agent and Predictive Intelligence to resolve 55% of routine patient queries.

Developed CSM and HRSD platforms with automated claims processing, SLA monitoring, and regulatory compliance (SOX, HIPAA, PCI-DSS). Integrated Oracle ERP, Flow Designer, Service Portal, and Performance Analytics dashboards for insurance operations.

Established enterprise ITSM foundation, CMDB/Discovery, SAM/HAM, and SPM solutions for 15,000+ global users. Delivered strategic dashboards, risk-based change management, and vendor management ensuring SOX compliance and operational efficiency.

Bachelor’s in mechanical engineering fron JntuH -2013