Celvin Danyal

I’ve spent 8 years developing on the Now Platform with a simple philosophy: the best ITSM should be invisible to the people it serves—tickets route themselves, approvals happen in the background, and SLAs are met without needing to “check the dashboard.” That mindset drives everything I build, from IT operations to enterprise onboarding experiences.

At Axonictechnologies, I own a ServiceNow instance serving 4,200 internal users across IT, HR, and Facilities, where automated workflows handle 82% of requests without human intervention. I lead a team of 3 developers and take end-to-end responsibility for custom application development, integration architecture, and biannual upgrade planning.

My most impactful work includes architecting the CMDB health improvement program (Discovery, Service Mapping, automated CI reconciliation), raising CMDB accuracy from 62% to 96% across 18,000 configuration items. I also implemented the Performance Analytics framework with 45 custom KPIs and predictive intelligence, improving first contact resolution from 58% to 81%.

I’ve delivered major integrations and platform enhancements, including 22 Integration Hub spokes across Azure AD, Okta, Jira, Workday, and AWS for automated user lifecycle management and provisioning. I’ve also managed multi-instance upgrade migrations (Tokyo to Vancouver) with zero critical post-upgrade defects.