Vijay Bhaskar Pamula
Quakers Hill
Summary
Accomplished Principal Consultant known for delivering innovative ServiceNow implementations. Expertise in pre-sales and advisory roles, driving seamless integrations and improving user experiences through optimized workflows. Skilled in fostering collaboration and mentoring teams, contributing to successful implementations and strategic technology roadmaps for industry leaders across APAC.
Overview
19
19
years of professional experience
1
1
Certification
Work History
Principal Consultant
ServiceNow
08.2021 - Current
- Delivered multiple industry ServiceNow implementations (OMT, HCLS, PSDS, FSO) for large industry leaders across APAC region.
- Handled multiple pre-sales, advisory engagements for Public Sector Digital Services (PSDS), Financial Service Operations (FSO) offerings.
- Delivered multiple CRM, bespoke applications for large customers in Australia.
- Supported multiple health scan, customised configuration reviews and roadmap recommendation engagements.
- Contributed valuable assets to the CRM practice on the implementation strategies, best practices, process workshop slide decks, estimation guidance for industry offerings.
- Mentored junior consultants, fostering skill development and knowledge sharing within the team.
- Facilitated workshops to gather client requirements, ensuring alignment with business objectives and technical capabilities.
- Designed and optimized workflows within ServiceNow, improving process automation and user experience.
- Conducted training sessions for end-users, fostering knowledge transfer and increasing platform adoption rates.
- Developed and implemented strategic technology roadmaps to enhance operational efficiency.
Senior ServiceNow Consultant
Infosys Technologies
11.2020 - 08.2021
- Designed and implemented new service catalog for managing Internet of Things (IoT) services for external customers in My Business portal for Optus.
- Designed PMSD framework to uplift automate the manual premium customer billing process and subscriptions to respective standard/premium service offerings.
- Designed ‘Mobile Repayment Options (instalments)’ feature for mobile hardware devices in ‘My business portal’ for enterprise customers.
- Provided overall architecture framework for CMDB uplift integrating telecom services data from multiple source systems (Helix, AMDOCS).
- Prepare ROM (Rough order magnitude) estimates, High level design documents (HLDs) for ongoing prioritized engagements.
- Provided detailed design documents including system design with middleware (ServiceFabric), order fulfilment systems, platform UI changes (portal, core platform), automated ticket exchange with external customer systems.
- Participated in monthly ESM board (enterprise service management) meetings acting as an advisory suggesting best ways of utilizing the platform, recommending new modules, enhancements to existing ITSM/CSM modules.
- Participated in weekly design council meetings, presenting the high-level design documents for new engagements to Enterprise architect team for review and approval.
- Functioned as a scrum master handling fortnightly releases which includes platform enhancements prioritized by the business.
- Generate statement of work (SOW) for new engagements in Fixed price, Time & material modes.
Technical Lead / Senior ServiceNow Consultant
Tata Consultancy Services Ltd
03.2007 - 10.2020
- Worked as ServiceNow Solution consultant and Account manager for TCS ServiceNow at Large retail customer designing cost effective solutions for business-critical projects and managed DevOps team providing value added services to the customer.
- Functioned as ServiceNow Product Owner managing entire platform working with Service management team enhancing the ITSM processes within the tool, delivery of initiatives as part of strategic road map and managing platform upgrades.
- Collaborated with external partners, third party suppliers, and internal IT teams as needed to properly develop and maintain ServiceNow stories.
- Worked as Technical Lead and implemented complete ITSM suite including Incident, Problem, Change, Release, Service Catalog, SLM & GRC modules.
- Successfully completed ServiceNow Discovery proof-of-value across multiple environments (On premise, Cloud - Azure, GCP and Dell Private Cloud).
- Implemented ServiceNow discovery with Google and Azure cloud providers, VMware vCenter.
- Contributed to Discovery and Service mapping design which includes enabling the discovery capability across multi-cloud environments (Google, Dell, Azure), Stores (custom pattern), Custom APIs/Patterns (AirWatch, Intune), Distribution centres and tag-based service mapping to map application services hosted on cloud environments using cloud tags.
- Setup and administer mid-servers required for enabling discovery capability across various hosting locations.
- Designed and implemented custom module, Change Checklist automating manual Google forms and manual assessments within ServiceNow.
- Designed and implemented enhanced CI based approvals in change management.
- Integrate Incident module with third party vendors including Fujitsu, Wipro, Di-Data, Dell using SOAP and REST methods.
- Customize ServiceNow OOTB applications as per client requirements using client scripts, business rules, workflows, Data/UI policies etc.,
- Install and configure applications/plugins (Pager Duty, Azure DevOps, SCCM, Sail point) from ServiceNow store to integrate with external vendors.
- Worked on multiple platform upgrades (Istanbul, Jakarta, London, New York) implementing new platform features and upgrading existing customizations to the out of the box objects.
- Proposed & Implemented several process improvements such as Monthly release process, Standard Change catalogue, estimation guidelines for platform enhancements.
- Prepare weekly status reports for senior management.
Create necessary training manuals and provide training to IT staff and End users. - Design and track project plans for the respective projects delivered.
Education
Masters Degree in Computer Applications - Computers
Sri Venkateswara University
India04-2006
Bachelors Degree in Computer Applications - Computers
Sri Venkateswara University
India04-2003
Skills
- Digital transformation
- Enterprise Architecture
- Presales
- Advisory
- ServiceNow Industry Solutions (SOM, PSDS, HCLS, FSO)
- Integrations (Spokes, REST, Store)
- ServiceNow ITSM, CRM, FSM, ITOM (Discovery, Service Mapping)
- ServiceNow Platform - Service Portal, Administration, AppEngine, Process Automation Designer, Flow Designer, Now Assist Agentic AI
Certification
- ServiceNow Certified Technical Architect
- ServiceNow Certified Implementation specialist - CSM, ITSM, Event, Discovery
- ServiceNow Certified Application Developer
- ServiceNow Certified System Administrator
- ServiceNow accredited specialist - SOM, FSO, OMT, PSDS, AI Agents
- TOGAF Certified Enterprise Architect - Practitioner
- Certified ITILv4 Foundations
Accomplishments
- Delivered global first ServiceNow led OMT implementation FY24.
- Delivered global first ServiceNow led HCLS implementation FY25.
- Delivered 3 major releases, 50+ successful monthly releases (~10k enhancement hours) including 30+ catalog items, 10+ integrations, business critical ITSM enhancements, 4 platform upgrades (Jakarta, London, New York, Orlando) over period of 3.5 years (FY 2017-FY2020) leading highly skilled team of 10 associates working in Managed services model for large retail customer.
- Successfully redesigned major ITSM processes (Incident, Change, Problem and Release) in ServiceNow to meet the PWC Audit requirements FY 2018/19 for large retail customer.
- Delivered 6 major ITSM project deliveries (Remedy Upgrade, Self-Service Portal implementation, Environment management tool, Access automation tool, Work Order Finance Tool and Data Centre Migration) FY 2016.
Awards
- Received multiple monthly team awards in ServiceNow.
- Received "Best project award" for Order Management and Healthcare implementations (FY24/25).
- Received ‘Best Project award’ for Remedy on Demand implementation for large retail customer FY 2013.
- Received “Best Customer Satisfaction Award” FY 2010 for client, Tata Communications Ltd.
- Received “Best Performer award’’ for technical excellence in L3 team FY 2009.
Timeline
Principal Consultant
ServiceNow
08.2021 - Current
Senior ServiceNow Consultant
Infosys Technologies
11.2020 - 08.2021
Technical Lead / Senior ServiceNow Consultant
Tata Consultancy Services Ltd
03.2007 - 10.2020
Masters Degree in Computer Applications - Computers
Sri Venkateswara University
Bachelors Degree in Computer Applications - Computers
Sri Venkateswara University