Open To Work
Verified
This profile is verified using an email address.
Ramji Ramanathan
CARLISLE,PA
Work Preference
Summary
IT leader specializing in ServiceNow architecture and project management. Led enterprise-wide implementations that enhanced operational resilience. Aligns IT services with business capabilities to optimize resource efficiency and drive innovation. Delivery Manager with expertise in ServiceNow and ITIL frameworks, delivering solutions that improve operational efficiency and service delivery outcomes.
Work History
Delivery Manager/ Senior Architect
Commonwealth of PA
07.2015 - Current
- Led the Crawl–Walk–Run maturity strategy for ServiceNow CSDM and Enterprise Architecture (EA), establishing a phased roadmap aligned with business capabilities and platform adoption goals.
- Architected and implemented CSDM-compliant data models, ensuring alignment between business services, application services, and infrastructure layers to support enterprise visibility and governance.
- Integrated Strategic Portfolio Management (SPM) with EA to enable capability-based planning, investment prioritization, and demand-to-delivery traceability.
- Designed and deployed ITOM AIOps solutions, including event management, predictive intelligence, and anomaly detection to improve operational resilience and reduce MTTR.
- Established end-to-end service mapping and dependency modeling, enabling proactive impact analysis and supporting AIOps-driven incident correlation.
- Defined governance frameworks, KPIs, and data quality standards across CSDM, CMDB, and EA domains, ensuring scalable adoption and sustained platform maturity.
- Led the implementation of SAM across the Commonwealth, integrating with SCCM, configuring IRE, and managing software licenses and entitlements. Achieved an estimated ROI of $5 million in the first year.
- Designed and managed end-to-end procurement process for telecommunications services, overseeing $6.5 million implementation and $100 million annual procurement.
- Spearheaded implementation of ITIL modules, including Incident, Change, Service Request, Problem Management, Service Portal, and Knowledge Management, enhancing service delivery and operational consistency.
Senior Advisory ServiceNow Architect
IBM
09.2023 - 08.2025
- Architected and delivered global HRSD implementation, integrated with Workday and SuccessFactors, automating HR processes and reducing manual workload, driving significant cost efficiencies.
- Led enterprise-wide ServiceNow SPM implementation, enabling portfolio optimization and resource efficiency, resulting in measurable cost savings and improved project delivery timelines.
- Streamlined project intake, demand management, and reporting processes, enhancing executive visibility and optimizing operational overhead.
- Enhanced employee experience through self-service capabilities and streamlined case management, improving HR operational costs and response times.
- Designed innovative architectural solutions for complex client projects at IBM.
- Collaborated with multidisciplinary teams for design alignment and integration, ensuring achievement of project objectives.
- Presented architectural proposals to stakeholders, incorporating feedback effectively.
Senior Advisory Architect
CDW
10.2021 - 07.2022
- Reviewed SOW for clients and led ITSM, ITBM, ITOM, SAM, and APM modules implementation, delivering seven client projects within seven months.
- Designed innovative architectural solutions for diverse client needs.
- Collaborated with cross-functional teams to develop project specifications.
- Utilized CAD software to create detailed architectural drawings and models.
ServiceNow Lead
Delhaize America
07.2014 - 07.2015
- This is a new implementation for the substitution of SM9(HP Tool) as an ITSM tool across the whole company. Operation with ITIL V3 Framework in Service now web interface. These services mainly include the automation of the Helpdesk support and service operation, maintenance of SLA metrics across process and CMDB and related processes.
- Implementation of the following ITIL process in Service-Now - Incident Management, CMDB, Service Catalog, Reports, Change Management, Problem Management, Asset Management, Event Management and Release Management.
- Service Catalog automation for various modules optimized usage.
- Configure SLA’s and its properties as per workflows and notification conditions.
- Configuring Mid Server for LDAP integration.
- Designed and deployed 48 CMS pages to enhance user experience and streamline access to information.
- Implemented customer satisfaction survey to gather feedback and enhance service quality.
- Generated metrics reports to evaluate Helpdesk portal performance and identify areas for improvement.
- Set up alerts using the monitoring tool 'Time Alert' for proactive issue detection.
ServiceNow developer lead
Sintesys Global
04.2014 - 07.2014
- Implemented new ITSM tool to replace Remedy across the company, operating within ITIL V3 framework in ServiceNow web interface, focusing on automating Helpdesk support and service operations while maintaining SLA metrics across processes and CMDB.
- Architect the application with futurittic approach to make is more scalable across different Clients and to accommodate incremental updates, changes to the functionality.
- Coordinated with offshore teams to develop and deliver quality products in accordance with requirements and specifications within committed timelines.
- Estimated project requests and coordinated with project scheduling team to align project timelines with resource utilization plan.
- Technologies Used: Service-Now modules: Calgary / Fuji Patch 3
SAPMM Team Lead
Panasonic Asia Pacific Singapore
07.2013 - 03.2014
- Business process study - AS-IS and TO-BE processes in SAP.
- Process mapping and Identifying the Gap Analysis.
- Responsible for pre-go - live and post go - live activities.
- Development of Customizations, Integration testing, and Unit Testing.
- Core Team Training and providing system solutions for business process.
- Configured various business processes including third party sub-contracting and consignments.
- Configured Pricing procedures as per the new requirements.
- Configured Physical inventory process.
- Configuration of automatic account determination for new business process.
- Prepared functional specification for various ABAP developments.
- Prepared Functional Spec for Complex Devaluation Logic for the Monthly run.
- Roles and Authorization assignment.
- Handled the efforts and was responsible for the Billability of the project without any Overrun or underrun.
- Technologies Used: SAP ECC 6.0
ITSM Implementation Project Manager
Panasonic Asia Pacific - Singapore
06.2010 - 06.2013
- This is a new implementation for the substitution of Remedy as an ITSM tool across the whole Asia Pacific companies, who services over 14 Sales Offices on 2 Data centers across Singapore, with Service Process and Management Operation with ITIL V3 Framework in Service now web interface. These services mainly include the automation of the Helpdesk support and service operation, maintenance of SLA metrics across process and related processes.
- Implementation of the following ITIL processes in service-now - Incident Management, Service Request Management, Service Catalog, Reports, Change Management, Problem Management, and Release Management.
- Customer Satisfaction Survey implementation.
- Metrics Reports on Helpdesk Portal.
- Service Catalog automation for various module optimized usage.
- Responsibilities: Understanding Client’s Business Case and Responsible for Business Analysis and Requirements Collection.
- Estimate the Project Request and coordinate with Project scheduling team to schedule the project based on the Resource Utilization Plan.
- Coordinate with offshore in development and delivery of the quality product as per the requirements and specifications within the committed timelines.
- Handle the efforts and responsible for the Billability of the project without any Overrun.
- Other activities: Responsible for the delivery of 80% of the client reports the company bills the clients with.
- Part of a 10-person team responsible for the monitoring and ITSM tools of the company.
- Technologies Used: ITIL Framework Tool Replacement from Remedy to ITMASS (ServiceNow)
IT Consultant
Optimum Solutions Pte Ltd. - Singapore
05.2009 - 06.2010
- Detailed study of Business Process Procedures & gathering requirements from business owners.
- Involved in the development of Business Blueprints for Procurement, Inventory & Material Valuation.
- AS IS and TO-BE Implementation of GAP Analysis.
- Involved in Level 1 and Level 2 Operational Supports for MM & SD.
- Configured Master data - Material Master, Vendor Master, and Info records.
- Customization of Purchasing documents such as PR, RFQ and PO’s.
- Preparation of Contracts, Scheduling agreements, Quota arrangements.
- Customization of Release Strategy.
- EDI Jobs assignment, Implementation of new jobs and creation of programs in Unix.
- Analyze purchasing methodology to optimize processes within SAP R/3 by configuring Automatic PO generation.
- Configuration of calculation schema for local vendors and pricing procedures, with necessary condition types, Access sequence and condition table.
- Delivery of training to key users and End users.
- Prepared end user training manual.
- Handle the efforts and responsible for the Billability of the project without any Overrun or Under run.
- Technologies Used: MM/SD SAP R/3 4.6c
EDI Lead
Pan Asia Resources - Singapore
12.2005 - 04.2009
- Provided 1st and 2nd level support.
- Delivery of training to key users and End users.
- Responsible for troubleshooting the Issues and fixing the issues immediately.
- Created Functional Specification Auto Invoice Reprint and remove the dependency servers.
- IDOC Creation for Purchase order, Customer Invoice and Factory Packing list was design.
- Created functional Specification for a report that lists Material details in a single report as per the User requirement.
- EDI Support for 11 Sales companies to work on with SAP SD/MM, SAP IDOC’s, UNIX and Interface to suppliers and customers.
- Technologies Used: UNIX, VB 6.0 and SAP R/3
Education
Master of Science -
Nanyang Technological University
Singapore05-2006
Skills
- ITIL & PMP Frameworks
- Agile
- ITSM
- ServiceNow
- APM
- ITOM
- CSDM
- HRSD
- S2P
- SPM
- Gap Analysis
- Process Mapping
- Integration
- SAM
Affiliations
- Metroline Chapter PMI United States, 2015
- Association of Enterprise Architects, 2021
Certification
- Certified ServiceNow System Administrator (CSA)
- Certified Application Developer (CAD)
- Certified Platform Owner Associate (CPOA)
- Certified Platform Owner Professional (CPOP)
- Certified Implementation Specialist - IT Service Management (CIS-ITSM)
- Certified Implementation Specialist - Human Resources (CIS-HR)
- Certified Implementation Specialist - Strategic Portfolio Management (CIS-SPM)
- Certified Implementation Specialist - Software Asset Management (CIS-SAM)
- Certified Implementation Specialist - Hardware Asset Management (CIS-HAM)
- Certified Implementation Specialist - Discovery (CIS-DISCO)
- Certified Implementation Specialist - Service Mapping (CIS-SM)
- Certified Implementation Specialist - Event Management (CIS-EM)
- Certified Implementation Specialist - Data Foundations (CMDB and CSDM)
- Certified Implementation Specialist - Customer Service Management (CIS-CSM)
- Enterprise Architecture Implementation Delivery Accreditation
- MC - Integration Hub
- ITIL 4 Foundation
- Project Management Professional (PMP)
- TOGAF 9
- AWS Certified Solutions Architect - Associate (SAA)
- Micro-Certification - Agentic AI Executive
Awards
- Pennsylvania Excellence Award, Commonwealth of PA, 07/01/17
- Best IT Health Initiative Project ServiceNow, Delhaize America, 07/01/14
- IT On-boarding Project ServiceNow, Delhaize America, 07/01/14 - 07/01/15
- Best Project of the Year, Panasonic SAP Implementation, 07/01/13
- Best Customer Service Award, Panasonic Asia Pacific Pte Ltd., 07/01/10
Timeline
Senior Advisory ServiceNow Architect
IBM
09.2023 - 08.2025
Senior Advisory Architect
CDW
10.2021 - 07.2022
Delivery Manager/ Senior Architect
Commonwealth of PA
07.2015 - Current
ServiceNow Lead
Delhaize America
07.2014 - 07.2015
ServiceNow developer lead
Sintesys Global
04.2014 - 07.2014
SAPMM Team Lead
Panasonic Asia Pacific Singapore
07.2013 - 03.2014
ITSM Implementation Project Manager
Panasonic Asia Pacific - Singapore
06.2010 - 06.2013
IT Consultant
Optimum Solutions Pte Ltd. - Singapore
05.2009 - 06.2010
EDI Lead
Pan Asia Resources - Singapore
12.2005 - 04.2009
Master of Science -
Nanyang Technological University