Sidhartha Kumar
Servicenow Developer @Archwell
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WORK HISTORY
Servicenow Developer @Archwell
TX, US
1.Designed and implemented ServiceNow Virtual Agents to automate IT and employee support, reducing manual ticket creation and improving first-contact resolution.2.Built conversational flows, topics, and NLP-based intents to deliver intuitive, self-service experiences across ITSM and HR use cases.3.Configured Agent Assist to provide real-time recommendations, knowledge articles, and next-best actions for support agents.4.Integrated Virtual Agent with flows, catalog items, and third-party systems to enable end-to-end automation.5.Continuously optimized bot performance using analytics, user feedback, and conversation insights.
EDUCATION
JNTUH College of Engineering Hyderabad
Bachelors, Computer Science
Northwestern Polythenic University
Masters, Computer Science
ABOUT SIDHARTHA KUMAR
I’ve spent over 8 years in the ServiceNow ecosystem, and if there’s one thing I’ve learned, it’s that a solution is only as good as its maintainability. I specialize in the \"heavy hitters\" like ITSM, ITOM, and Discovery, but my real passion is bridge-building: connecting complex platform architecture with intuitive user experiences in ESC and Service Portal.Lately, I’ve been focused on moving AI beyond the hype by implementing Virtual Agent and Predictive Intelligence to solve actual workflow bottlenecks. I’m not just looking to write code; I’m looking to build scalable systems that stay healthy long after the initial deployment.
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