Daniel Naden

Hi,

I've been a ServiceNow Developer for the last 2.5 years. Responsible for working to develop, design and own technical solutions on the ServiceNow platform. Provide administration, application development, maintenance, and technical support by using good practice web programming techniques to configure robust solutions to the ServiceNow platform.

Career History 
Bullish                                                                    September 2020 – March 2023

Senior ServiceNow Developer

Responsible for working to develop, design and own technical solutions on the ServiceNow platform. Provide administration, application development, maintenance, and technical support by using good practice web programming techniques to configure robust solutions to the ServiceNow platform.

Key Responsibilities:

• Successfully plan, execute, monitor, control and close all technical tasks related to configuration and implementation of all aspects of the ServiceNow platform.
• Provide software coding and customization including, but not limited to: screen tailoring, workflow administration, report setup, data imports, integration, scripting, third party software integrations and custom application development
• Update and maintain a comprehensive testing protocol for ServiceNow instance upgrades with the purpose of certifying all applications for use after the upgrade completes.
• Coordinate and solve complex technical data and transformation issues.
• Obtain and analyze/interpret business requirements to purpose sustainable solutions in ServiceNow.
• Answer “how to” technical and application configuration questions.
• Develop, maintain, and execute reports to ensure system operation meets performance targets.
• Create and maintain system design and operations documentation.

Freelancer – Internal Audit & ITSM Support                               April 2019 – March 2020

Protect assets by ensuring compliance with Internal control procedures and requirements.

Responsibilities:

• Ensure compliance with established internal control procedures by examining records, operating practices and documentation.
• Appraises adequacy of internal control systems by completing audit questionnaires.
• Communicates audit findings and discuss findings with auditors.
• Support clients in ITSM support of Change, Problem and Incident Management as well as documenting processes and reporting.
• Perform ServiceNow customization and setup 

DataPost Pte. Ltd.                                                                             Jul 2016 – Jun 2017

IT Incident, Change & Configuration Manager
This role is accountable for the process and maintains, design and improves the process as necessary to achieve the objective of the business. 

Key Responsibilities:

Change Management:

• Define the Change Management Policy for the organisation.
• Ensure the design of the Change process aligns with the business and industry best practice.
• Responsible for the execution of the Change Management process. This includes operating the defined and agreed process, ensuring it interfaces with all other relevant processes, setting targets and reviewing the effectiveness and efficiency of the process, performing process audits and managing the process improvement cycle.
• Manages and coordinates all activities necessary to control, track and audit Changes in the environment.
• Promote and reinforce adherence to the process and policies associated with Change Management.
• Coordinate and conduct reviews of critical changes with various technical teams and management.
• Ensure all activities are reviewed and adheres to the policy and procedures defined.
• Review of implemented changes to ensure no negative impact to the production environment.
• Sponsor the communication campaign to promote awareness and acceptance of the Change Management process.
• Responsible of the Change Management process.
• Produce management reports.

Configuration Management:

• Defined the Configuration Management policy.
• Create, maintrain and update Configuration Items for the organisation in ServiceNow.
• Develop implementation/backout plans and support production implementation
• Coordinate with development and system administration personnel to maintain consistent configuration state across clients.

Incident & Problem Management:

• Defines the Incident & Problem Management policy for the organisation.
• Accountable for the overall quality of the process and oversees the management of and compliance with the procedures, data models, policies, and technologies associated with the process
• Establish continuous process improvement cycles where the process performance, activities, roles and responsibilities, policies, procedures and supporting technology is reviewed and enhanced where applicable.
• Point of contact for all major incidents.
• Responsible for the effective implementation of the process "Incident Management" and carries out the respective reporting procedure. 
• Monitor the incidents to ensure that the Service Level Agreement are respected
• Identify, initiate, schedule and conduct incident reviews.
• Ensure the closure of all resolved and end-user confirmed Incident records.
• Establish continuous process improvement cycles where the process performance, activities, roles and responsibilities, policies, procedures and supporting technology is reviewed and enhanced where applicable.
• Produce management reports.

ServiceNow:

• Perform Initial Setup to the out-of the-box IT Service Management tool
• Overall responsibility for the system and its processes.
• Stakeholder training on new processes implemented.
• Formulate test scripts and coordinate testing for new setups and design.
• Responsible for access control, security, minor enhancements such as form editing.
• Administer the IT Service Management infrastructure, including:
  • Anticipate application maintenance (upgrades, patch installation)
  • Perform and oversee configuration modifications and content updates, document system changes
  • Integrations with external systems that support automated feeds where appropriate including; event and notifications, reporting and analytics.

Citibank N.A. (Located in Singapore)                             Jan 2005 – Oct 2014

Engineering Senior Analyst, International Technology Office (ITO – Global)
It is a stringent and demanding role to keep the production BAU environment in good health and ensure projects are implemented successfully. Partner data centre in support of countries in Asia Pacific, Middle East, Europe and Latin America. Reduce and avoid production issues by logically analysing and recommending solutions. Enhance existing production processes for better performance.

Key Responsibilities:

• Managed team to support the application development teams in testing, fine tuning and problem investigation for batch and online.
• Review and recommend batch scheduling changes via TWS and Control-M to the UAT & Production environment.
• Fine tuning of batch jobs and online transaction to reduce CPU usage and processing time.
• Providing solutions/recommendations to production batch issues.
• Manage training for application development teams on TWS & Control-M batch scheduling and VSAM file tuning.
• Perform Impact analysis and approve of change requests submitted by the application development teams.
• Define test cases for evaluation of new products and solutions to streamline operations and improve productivity.
• Monitor and review test activities, results and recommendations conducted by the team. 
• Formulate and document processes and procedure on system operation, problem identification and recovery.
• Participate in discussion with business and project teams in reviewing and understanding the business requirements of new or improved processes.
• Recommend controls by identifying issues to existing design or function.
• Partner Data Center in automating the Identity Access Management System (IAMS).
• Perform impact analysis for the Application Development teams to support any IAM requests to the Data Center.
• Develop, monitor, and identify opportunities to improve process, procedures, and controls which will enhance quality, service, and deliverables.
• Communicate and provide training to application development teams on new tools and processes rolled out by data centres. 
• Technical review of major issues with application development teams. Discussion with management and technical teams on recommendations provided to permanently manage and fix issues.
• Active participation in Task Force & Team Challenges on Process Improvement and Problem Management.
• Managed ServiceNow training and administration for development group.
• Managed application development problem management team.
• Preparation of monthly problem management and performance deck for management review.
• Chairs monthly problem management meeting with development heads and leads with a focus in prevention and elimination of recurring incident.
• Point of contact between Data Centre and application development team.
• Standardized and streamlined processes across 3 data centres in Singapore, London & Mexico.
• Managed Audit issues to ensure acceptance ratings are maintained.
• Managed staffing requirements to ensure adequate coverage at all times.
• Enforced policies and standards for service quality
• Promoted from Engineering Analyst in 2008. 
• Co-ordinated COB recovery process for application development teams.

A-IT Software Services Pte. Ltd. (Resident consultant at Asia Pacific
Processing Centre, Citibank N.A.)- Singapore                            May 1998 – Dec 2004

 

Systems Implementation Co-ordinator:                                                                   

Coordinate and manage consumer banking, credit cards and private banking systems implementation and migration for CITIBANK N.A users in Asia Pacific, Middle East & Latin America countries.

Achievements:

• Successfully coordinated and managed system implementation for 17 countries.
• Manage multiple operational and infrastructure related projects.
• Manage team and individual performance against objectives
• Responsible for the preparation and maintenance of Production schedule (TWS & Control-M) on all BAU countries in Asia Pacific, Middle East and Eastern Europe.
• Conduct training for new staff on batch scheduling, data centre operations and systems implementation related activities.
• Assisted Technical Services to evaluate new products and solutions to streamline operations and improve productivity.
• Streamlined scheduling of processing activities during scheduled preventive maintenance.

RHB Bank Bhd. – Malaysia                                                          Dec 1994 – May 1998
Senior Data Centre Operations Support          

Manage an operations team in a 24/7 data centre. Responsible for process and procedural documentation, increasing system stability and expanding the group's services by offering a vastly improved level of service with respect to system hosting and provisioning services.
Adapt and adjust to changing priorities both independently and in team settings.

Key Responsibilities:

• Oversee all team activities, approving time & attendance for direct reports and make decisions for the shift/group as required.
• Provide continuous and consistent management reporting on the status of issues, actions, and resolutions.
• Managing and monitoring batch jobs running on Control-M.
• Manage severity incident calls and reports to appropriate management and teams.
• Understand operations processes and be able to perform analysis to ensure proper metrics are met; integrate information to develop employee's technical ability.
• Provide support for all systems and applications hosted in the Data Centers, ensuring all systems are managed and that all support services are meeting defined business service levels.
• Maintain compliance to avoid risks of system outages or compromised data.
• Communicate information effectively via oral and written communication to diverse audiences.
• Monitor assigned incidents and changes, track compliance with service management SLA's and provisioning SLA's.
• Monitor ticketing queues for regular up-dates on a daily basis.
• Reviewing incidents, changes and requests, making recommendations on trends such as excessive aging or incomplete troubleshooting of tickets.
• Provides escalation of severity 1 issues to management timely and appropriately.

Chung Khiaw Bank Bhd. – Malaysia                                               Mar 1993 – Dec 1994
Data Centre Operations Support

Key Responsibilities:

• Performed shift duties as assigned by shift manager
• Notify supervisor or computer maintenance technicians of equipment malfunctions.
• Retrieve, separate and sort program output as needed, and send data to specified users.
• Monitoring of online availability, batch job processing on Control-M and network connectivity.

PRINCE2® Foundation Certificate in Project Management

ITIL® Foundation Certificate in IT Service Management

ServiceNow Certified System Administrator

NICF – Data Science Essentials

NICF – Basic R Programming

NICF – Data Queries and Visualization

Diploma, Computing Information Systems                                                                                  
Regent School of Economics – Kuala Lumpur, Malaysia

NCC International Diploma, Computer Studies                                                                     
Regent School of Economics – Kuala Lumpur, Malaysia