Kartik Kolachina
Senior Support Engineer
Rotterdam
Summary
Confident IT Professional with more than 8.5 years of experience in Requirement analysis, development, implementation and support. Strong interest in ServiceNow Product feature analysis and implementing solutions.
Overview
9
9
years of professional experience
3
3
Certifications
3
3
Languages
Work History
Senior Support Engineer
ServiceNow
Amsterdam, Netherlands
05.2022 - Current
- Part of User Experience team that owns various ServiceNow Product features such as Forms, Portals, Client side scripting, Business rules, Mobile Apps, UI Builder for Configurable Workspaces, AI Search for Next Experience, Language & translations, Chat features.
- Building SME level Expertise in ServiceNow Mobile Platform and UI Builder.
- Resolved over 1000 cases including high priority cases and escalations from various big customers as SAP, Deloitte, Accenture.
- Delivered exceptional customer service by addressing user inquiries promptly and professionally.
- Involved in Queue Hawking to help the team in managing high volumes.
- Received multiple CSATs and appreciations from customers as well as Management.
- Improved case resolution times through the utilization of effective troubleshooting methodologies.
- Conducted remote diagnostics and provided timely resolutions to customer's technical issues.
- Strengthened relationships with clients through consistent follow-ups post-resolution to ensure ongoing satisfaction with support services.
- Providing feedback on support processes to increase efficiency and reducing response time for customer issues.
Expert Product Engineer
Colruyt Group IT
Halle, Belgium
04.2021 - 04.2022
- Part of the Service Center IT Infrastructure and Solutions, which means we service our own IT-department (Operating Unit BP&S) and the domain IT Infrastructure and Solutions.
- Involved in projects that are part of the strategic roadmap of BP&S.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Keenly involved in preparing technical demos to demonstrate features of different products such as UCMDB, Elastic Stack and CMDB Integrations with ServiceNow to Business teams as well as other technical teams.
- End-to-end Technical analysis in migration of legacy systems to latest technologies including Servicenow, Java spring batch, Oracle DB, Microfocus UCMDB
- Integrated external CMDB product with ServiceNow CMDB.
- Identified issues, analyzed information and provided solutions to problems.
- Authored technical requirement documentation to suit business goals and technological limits.
- Conducted Knowledge transfer sessions and made sure Operational readiness of solutions implemented in UCMDB, Java, ServiceNow and Elastic stack.
- Wrote relational database queries for stored procedures, query optimization and performance tuning.
- Designed, developed Java adapters in UCMDB, tested, debugged and documented programs using agile development practices.
- Responsible for Log integrations in Elastic stack(Logstash, Elasticsearch and Kibana).
- Good experience in creating visualizations in Kibana and integration.
- Automated incident creation flow from Kibana to ServiceNow.
- Responsible for Operational stability of the Java applications built for config management, Elastic stack and Configuration management applications(Microfocus UCMDB and Servicenow CMDB)
- Automated operational tasks through PL/SQL stored procedures using BMC Control M
Senior Software Engineer
Colruyt Group IT
Halle, Belgium
04.2019 - 03.2021
- Gathered and defined customer requirements to develop clear specifications for project plans.
- Data integrations using Elastic stack
- Configuration management database integrations using Oracle SQL, Microfocus UCMDB, Webservices and transformaps in Servicenow
- Designed, developed, modified and debugged in-house java applications built for ITSM processes.
- Creation of visualizations and dashboards in Kibana and Servicenow
Developer
Colruyt Group IT
Halle, Belgium
04.2017 - 03.2019
- Participated in design and planning exercises for future application rollouts.
- Involved in development of feature requests and bug fixes of in-house ITSM applications built on Java and Oracle database
- Provided production support and resolved tickets
- Resolved system test and validation problems to provide normal program functioning.
Associate Developer
Colruyt Group IT
06.2015 - 03.2017
- Trained in Colruyt Java Framework, Oracle SQL & IBM RAM, RTC
- Worked on multiple Java maintenance projects such as BCOM Archives which is used to maintain information of the suppliers, critical documents related to agreements between supplier and business, Indaccident which is used to maintain data related to workers who get injured at the distribution centers of Colruyt
Education
Bachelor of Technology - Electronics And Computer Engineering
P V P Siddhartha Institute of Technology
Vijayawada 08.2011 - 04.2015
Skills
ServiceNow Platform
ServiceNow Scripting
SQL
Technical Analysis
Requirement Analysis
Linux
Elastic Stack
Java programming
Agile Methodologies
BMC Control M
Microfocus UCMDB
Accomplishments
- ServiceNow : Received Llama Award for Outstanding performance and being flexible in handling hot and escalated cases efficiently in Q3, 2023.
- Colruyt Group IT : Awarded with the APJ of Colruyt India for excellence in self-learning and applying new learnings in day-to-day work activities efficiently.
- Colruyt Group IT : Nominated as a member of Inspire-Aspire program for being recognized as consistently outstanding performer for about 2 consecutive years. This program provided access to additional resources for self & professional development.
Certification
ServiceNow Certified Application Developer
Timeline
ServiceNow Certified Application Developer
03-2024
ServiceNow Certified Administrator
02-2024
Senior Support Engineer
ServiceNow
05.2022 - Current
Software Design: Modeling with UML
10-2021
Expert Product Engineer
Colruyt Group IT
04.2021 - 04.2022
Senior Software Engineer
Colruyt Group IT
04.2019 - 03.2021
Developer
Colruyt Group IT
04.2017 - 03.2019
Associate Developer
Colruyt Group IT
06.2015 - 03.2017
Bachelor of Technology - Electronics And Computer Engineering
P V P Siddhartha Institute of Technology
08.2011 - 04.2015