Jayaprakash Vishwanath Hegde
Melbourne,VIC
Summary
Seeking challenging opportunities for a career encompassing professional & personal advancement.
A Service Management Professional consultant, 16+ years of experience with extensive subject matter expertise in ServiceNow Architecture, Development, Solution design and Green-Field Implementation. Moreover, actively involved in IT Services Management, ServiceNow Consulting, Business Analysis and majorly delivered ITSM and ServiceNow Integration projects successfully.
Experienced with advanced coding languages and software development methodologies. Utilizes expertise to streamline development processes and enhance system performance. Knowledge of team collaboration and agile practices to ensure project success.
Competent Senior ServiceNow Technical Consultant with robust background in software development. Led multiple high-impact projects, ensuring timely and efficient delivery while maintaining high code quality. Demonstrated expertise in problem-solving and software architecture design.
Overview
19
19
years of professional experience
1
1
Certification
Work History
ServiceNow Solution Senior Developer/Architectural Engineer
Kinetic IT
02.2024 - Current
- Collaborated with stakeholders to define key performance indicators (KPIs) and translated them into actionable Performance Analytics dashboards, driving data-driven decision-making.
Designed and implemented integrations between ServiceNow and Jira using Integration Hub, automating incident creation and improving collaboration between teams.
Developed and deployed integration workflows between ServiceNow and external systems, such as CRM or ITSM platforms (e.g., Sailpoint, Jira).
Implemented ServiceNow solutions for government clients with compliance to federal standards
Provided expert consultation on ServiceNow architecture and integration challenges to internal teams.
Managed PA implementation projects from initiation to completion, ensuring adherence to timelines, budgets, and quality standards. Lead the design and implementation of complex ServiceNow solutions, focusing on Performance Analytics, ITSM, and custom integrations - Develop and optimize ServiceNow integrations using Integration Hub, REST/SOAP APIs, and middleware technologies
- Implement data-driven workflows and automation using Flow Designer and IntegrationHub.
- Conduct stakeholder workshops to gather requirements and translate them into actionable ServiceNow solutions
- Developed reusable code libraries that streamlined development efforts and improved consistency in software architecture across multiple projects.
- Established clear communication channels between stakeholders, facilitating better decision-making throughout project lifecycles.
Senior ServiceNow Developer
The Salvation Army
05.2022 - 12.2023
- Designed and developed custom ServiceNow integrations with SailPoint, Office 365, and SharePoint
- Implemented Service Catalog and Request Management solutions, including custom widgets and portal development
- Led the enhancement of HR Service Delivery application within ServiceNow
- Utilized Integration Hub and Flow Designer to create efficient request fulfillment workflows
- Boosted client satisfaction levels through timely resolution of critical issues via troubleshooting, debugging, and root cause analysis techniques in a complex ServiceNow environment.
- Contributed to successful audits by ensuring compliance with industry regulations as well as internal information security policies through proper configuration of ServiceNow security settings.
- Minimized downtime during migrations by employing thorough testing methodologies throughout all stages of development life cycle.
- Collaborated closely with cross-functional teams to develop effective strategies for IT service management initiatives using the ServiceNow platform.
Senior System Consultant
TMLabs Pvt Ltd
05.2021 - 05.2022
- Process and Tools Re-engineering and optimization to align processes and tools to ITIL best practices
- Develop the custom Virtual agent Flows
- Create Custom solution in ServiceNow to meet AMP business needs
- Build ServiceNow Integration with third party system in AMP using RESTApi
- Build PA Dashboards with effective reusable PA widgets and indicators
- Design and develop ServiceNow Enhancements
- Evaluated client needs and expectations, establishing clear goals for each consulting engagement.
- Collaborated with cross-functional teams to successfully deliver comprehensive solutions for clients.
- Identified areas of improvement for clients'' operations, implementing targeted solutions to increase productivity.
Senior System Engineer
Kinetic IT Pvt Ltd
08.2017 - 05.2021
- Lead a team of 10 or more ServiceNow team members
- Establish and adhere to PMO best practices on managing team workloads, which includes incidents and requests, internal activities and projects, and customer facing projects
- Have a deep understanding of the ServiceNow platform and how it can be leveraged for the client
- Assist in defining the service management strategy for the enterprise
- Proactively identifies process, technical or training improvements, and suggests solutions that can be implemented
- Proactively provides input to the overall ITSM Service Team efforts
- Prioritizes, improvises, and adapts technologies to address changing business needs and issues
- Enhance the technical capabilities of the ServiceNow team through training, workshops, and events
- Proactively identify and address project issues and barriers, and provide timely communication with key stakeholders
Lead Consultant
Infosys Limited
03.2013 - 08.2017
- Designed and developed ServiceNow custom Applications
- Designed and developed data Driven custom Integrations with Micros services
- Conducted several workshops as part of discovery to abstract the capabilities from the business processes of reverse logistics
- Defined Features and Stories with acceptance criteria for program backlog
- Analysis and function placement of capabilities to the relevant strategic systems
- Drafted solution architecture for device lifecycle management using ServiceNow capabilities and presented to ARB
- Lead the overall project from Inception to Delivery for Device Reverse Logistics
- Single point of contact for Service Provider Gateway (SPG) API for design, build, test and deploy
- Design consultation for multi-platform integration layer involving Microservices, APIGEE and ServiceNow to enhance instance's performance for B2B integrations
- Design consolation for API's and integration best practices for SPG API for all ITSM modules (Contacts, Locations, Company, Incidents, Change, Service Requests, CMDB, etc.,) for bi-directional integrations, which can be consumed internal applications and external B2B consumers
- Present the API architecture and to the client's API practice teams and Security architects to ensure the API's built are based on the industry standards and adheres to the enterprise architecture principles
- Onboarding of B2B customers to consume the SPG API by using Swagger
- Splunk integration for error and alert management
- Documented process for dev teams to differentiate and validate between customization vs configuration
- Took initiative of: Building automation regression suite using selenium, Implementation of DevOps delivery model and achieved faster deployments, Ideation session for innovation backlogs
- Facilitated Sprint Planning (Estimation, Elaboration, Prioritization), Retrospective and sprint demos
- Facilitated daily scrums, stand-ups, and meetings to monitor project progress and resolve any issues the team may be experiencing
- Maintained JIRA up to date for managing sprints, epics, stories, reports, Scrum & Kanban board, etc
- Facilitate business showcase with product owner and other business stake holders
- Work closely with Release Train engineer to ensure the business value delivered is aligned with strategy
Technical Consultant
Hewlett Packard GlobalSoft Ltd
02.2011 - 03.2013
- Understand the existing system
- Conducting requirement analysis and performing POC
- Development of Accepted Solution
- Pre and Post UAT fix
- Delivery and Technical Documentation
- Analyze and drive resolution for production Incidents
- Resolve High and Critical incidents
- Identification of root cause of incidents and problem tickets
- Monthly reports for all requests and incidents Related to ServiceNow
- User Administration (reviewing user rights)
- Facilitate the technical bridge during Priority 1 incidents by providing general focus and direction to ensure participants are engaged and moving forward towards restoring service, or implementing a workaround, as quickly as possible
- Ensure functional and hierarchical escalations are performed in a timely manner
IT Analyst
TATA Consultancy Services Pvt Ltd
07.2008 - 02.2011
- Requirements Gathering
- Solution Design
- Solution Acceptance and Sign-off
- Knowledge transfer to Development Team
- Documentation
Software Engineer
Samartha Info Solutions
08.2006 - 07.2008
- Implementation and enhancement of Incident, Service call, Configuration and Change management module
- Implementation of Service Pages for all the modules
- Integration of Service Desk with NNM using event services
- Single sign on Configuration for the tool
- Extensive customization for Incident and Change management Workflow in Service pages
- Integration of SMS alert tool for all the Notification
- Analyzed proposed technical solutions based on customer requirements.
- Developed scalable and maintainable code, ensuring long-term stability of the software.
- Consistently met project deadlines by effectively managing time and prioritizing tasks according to importance.
Education
Bachelor of Engineering - Electrical & Electronics Engineering
Coorg Institute of Technology
Ponnampet, Kodagu01.2006
Skills
- ServiceNow Architecture
- ServiceNow Design and Development
- ServiceNow Implementation
- Business Process Improvement
- Requirement Gathering & Elicitation
- IT Service Management Processes
- Service Management Tool Migration
- Integrations
- DevOps
- JIRA
- Confluence
- Management Reporting
- MS Visio
- Scalable system design
- Deep understanding apis
- Advanced algorithms
- Expert problem solving
- Systems configuration
- Automation
- Documentation and reporting
- Team leadership
- Strong debugging skills
- Performance improvements
- Microservices architecture
- Agile development methodologies
- Machine learning basics
- Technical consulting
- Application development
- Mobile app development
- System integration expertise
- Automation expertise
- Reporting and documentation
- Best practices implementation
- User acceptance testing
- Object-oriented programming
Certification
- Certified Implementation Specialist - ITSM
- Certified Implementation Specialist - Human Resource
- Certified Application Developer
- Certified ServiceNow Administrator
- ITIL V2 Foundation
Personal Information
- Title: ServiceNow Solution Architect
- Visa Status: Citizen (Baseline Clearance)
Phone
+61, 470292801
Languages
English
Professional Working
Timeline
ServiceNow Solution Senior Developer/Architectural Engineer
Kinetic IT
02.2024 - Current
Senior ServiceNow Developer
The Salvation Army
05.2022 - 12.2023
Senior System Consultant
TMLabs Pvt Ltd
05.2021 - 05.2022
Senior System Engineer
Kinetic IT Pvt Ltd
08.2017 - 05.2021
Lead Consultant
Infosys Limited
03.2013 - 08.2017
Technical Consultant
Hewlett Packard GlobalSoft Ltd
02.2011 - 03.2013
IT Analyst
TATA Consultancy Services Pvt Ltd
07.2008 - 02.2011
Software Engineer
Samartha Info Solutions
08.2006 - 07.2008
Bachelor of Engineering - Electrical & Electronics Engineering
Coorg Institute of Technology
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