Celvin Danyal

The best ITSM platform is invisible to the people it serves; tickets route themselves, approvals happen in the background, and SLAs are met before anyone checks the dashboard. That philosophy has shaped 8 years of ServiceNow development from basic incident management customization to building full custom scoped applications on the Now Platform. At Axonictechnologies I own the ServiceNow instance serving 4,200 users where automated workflows handle 82% of all requests without human intervention.

Senior ServiceNow Developer at Axonictechnologies (2022-06 – Present)

• Own the ServiceNow platform serving 4,200 internal users across IT, HR, and Facilities; lead a team of 3 developers handling custom application development, integration architecture, and biannual upgrade planning.
• Designed and built a custom employee onboarding application using Flow Designer, Service Portal widgets, and Integration Hub that reduced new hire provisioning from 5 days to 4 hours across 14 fulfillment tasks.
• Architected the CMDB health improvement program implementing Discovery, Service Mapping, and automated CI reconciliation that raised CMDB accuracy from 62% to 96% across 18,000 configuration items.
• Developed 22 Integration Hub spokes connecting ServiceNow with Azure AD, Okta, Jira, Workday, and AWS for automated user lifecycle management, software provisioning, and cloud resource requests.
• Implemented the Performance Analytics framework with 45 custom KPIs and predictive intelligence for incident categorization and assignment, improving first contact resolution from 58% to 81%.
• Led the Tokyo to Vancouver upgrade path across 2 instances, managing 340 skipped records, custom table migrations, and ATF test suite execution with zero critical post upgrade defects.

ServiceNow Developer at Accenture (2019-01 – 2022-05)

• Delivered ServiceNow implementations for 6 enterprise clients across financial services, healthcare, and government, handling requirements analysis, platform configuration, and custom scripted solutions.
• Built a healthcare IT asset management application on the Now Platform for a hospital network with 12,000 medical devices, integrating with Nuvolo for facilities management and GE Health Cloud for biomedical equipment tracking.
• Developed custom Service Portal experiences using AngularJS widgets and REST APIs for a Fortune 100 bank, creating self service request catalogs that deflected 45% of help desk calls within the first quarter.
• Created reusable update sets and ATF test suites that became the practice accelerator for ITSM implementations, cutting project delivery time by 35% across 4 subsequent engagements.
• Mentored 4 junior developers through ServiceNow certification preparation; all earned Certified System Administrator within 6 months.

ServiceNow Administrator at Infosys (2017-08 – 2018-12)

• Administered the ServiceNow instance for a $2B energy company with 3,500 users, handling incident, problem, change, and request management module configuration and day to day platform operations.
• Transitioned from admin to developer by building business rules, client scripts, and UI policies for a change management overhaul that reduced unauthorized changes from 22% to 3%.
• Configured SLA definitions, notification rules, and assignment logic for the service desk, contributing to a 15 point improvement in customer satisfaction scores over 12 months.
• Developed scheduled jobs and transform maps for automated CMDB population from SCCM and Qualys vulnerability scanner, maintaining 8,500 CI records with weekly refresh cycles.

B.S. in Information Technology – Florida International University (2017)