Korneil KIM
Singapore
Summary
Strategic and delivery-focused IT professional with 18+ years of experience managing complex enterprise transformation projects. Expert in Enterprise Service Management (ESM) and ServiceNow, with a proven ability to deliver scalable, secure, and efficient digital platforms across domains such as IT, HR, Risk, and Finance. Adept at leading cross-functional teams, managing stakeholder expectations, and aligning service delivery with business goals. Strong track record of project leadership, operational governance, and driving user adoption across global programs.
Overview
21
21
years of professional experience
1
1
Certification
Work History
DELIVERY MANAGER | SERVICENOW CONSULTANT
ATOS
04.2015 - Current
- Led end-to-end delivery of ServiceNow solutions, managing project scope, timelines, resources, and stakeholder communication to ensure successful implementation of ITIL-aligned modules such as Service Catalog, ITAM, and Release Management.
- Oversaw cross-functional teams and coordinated with vendors to ensure consistent service performance, timely issue resolution, and platform scalability across regional and global environments.
- Developed and maintained project documentation, including design specifications, test plans, deployment procedures, and disaster recovery strategies to support long-term sustainability.
- Delivered training, user support, and knowledge-sharing initiatives to promote platform adoption and improve operational efficiency across business units.
- Monitored and enhanced service delivery processes (incident, problem, change) to align with SLAs and compliance standards, driving continual service improvement and stakeholder satisfaction.
- Supported budget tracking and service reporting, contributing to cost optimization efforts and ensuring alignment with strategic objectives and operational KPIs.
SERVICENOW ADMINISTRATOR
REED ELSEVIER
02.2014 - 04.2015
- Administer and configure various modules within ServiceNow, including Incident Management, Problem Management, Change Management, Request Fulfillment, Service Catalog, and Asset Management.
- Analyze reporting data to identify areas for improvement, efficiency gains, and potential service bottlenecks.
- Assist in the development, testing, and deployment of ServiceNow workflows, forms, and reports to enhance ITSM processes. Manage user access, roles, and permissions within ServiceNow.
- Acted as a liaison between end-users, the Service Desk, and the Applications Team for platform-related incidents.
SERVICENOW IMPLEMENTATION SPECIALIST
CLOUD SHERPAS
02.2013 - 01.2014
- Lead ITSM implementations and configure ServiceNow modules according to best practices.
- Conduct requirements workshops and design sessions with stakeholders.
- Develop workflows, scripting, and configurations to support ITSM processes.
- Test and troubleshoot ServiceNow functionality to ensure stability and performance.
- Provide post-implementation support and training to users.
SENIOR TECHNICAL SUPPORT | PROCESS ANALYST
ATOS
01.2007 - 01.2013
- Provide technical support and assistance to employees and customers via phone, email, or chat.
- Manage and resolve IT support tickets in a timely and efficient manner.
- Communicate technical information to non-technical stakeholders, providing clear and concise solutions.
- Conduct in-depth analyses of existing business processes to identify areas for improvement and optimization.
- Develop and implement innovative strategies to enhance efficiency and effectiveness across various departments.
SENIOR TECHNICAL SUPPORT
ALORICA
01.2005 - 01.2007
- Provide technical support and assistance to employees and customers via phone, email, or chat.
- Manage and resolve IT support tickets in a timely and efficient manner.
- Communicate technical information to non-technical stakeholders, providing clear and concise solutions.
Education
Bachelor of Science - Computer Science
STI College
Skills
- ESM / ServiceNow Platform Delivery
- Cross-Functional Project Management (Agile/Scrum, Waterfall)
- Stakeholder & Vendor Management
- System Integration & Platform Governance
- Incident, Problem, and Change Management (ITIL)
- Risk & Compliance Support (SecOps, GRC)
- Strategic Planning & Budget Oversight
- User Training, Adoption, and Change Enablement
- ESM Platforms: ServiceNow (Expert), Atlassian (Basic), BMC (Familiar)
- Cloud & SaaS: ServiceNow, IntegrationHub, Azure (Exposure), AWS (Exposure)
- Integration & Automation: Flow Designer, APIs, CMDB, SSO, Active Directory
- Development Tools: JavaScript, Glide API, XML/JSON, HTML/CSS
- Monitoring & Reporting: Performance Analytics, Jira, Custom Dashboards
Certification
- Suite Certification - Now Assist for IT Service Management (ITSM) Pro Plus
- Suite Certification - ITSM Professional
- CIS Discovery
- CIS Project Portfolio Management
- CIS Event Management
- CIS Application Portfolio
- CIS Hardware Asset Management
- CIS Vulnerability Response
- CIS Vendor Risk Management
- CIS Strategic Portfolio Management
- ITIL Foundation (v3)
Timeline
DELIVERY MANAGER | SERVICENOW CONSULTANT
ATOS
04.2015 - Current
SERVICENOW ADMINISTRATOR
REED ELSEVIER
02.2014 - 04.2015
SERVICENOW IMPLEMENTATION SPECIALIST
CLOUD SHERPAS
02.2013 - 01.2014
SENIOR TECHNICAL SUPPORT | PROCESS ANALYST
ATOS
01.2007 - 01.2013
SENIOR TECHNICAL SUPPORT
ALORICA
01.2005 - 01.2007
Bachelor of Science - Computer Science
STI College
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