Daniel Donovan Email & Phone Number

Eden Prairie , Mn, Us

Manage team of Administrators, Developers, and Business System Analysts to design, develop, deploy, and maintain a high quality, functioning product for both internal and client facing audiences. Mentor engineering team members to assist in their development and remove obstacles to ensure they achieve results for the business. Partner with business leadership and users to manage and prioritize user stories to rapidly deliver value to customers and improve user experience. Ensure a stable and scalable environment by leading our Performance Testing initiative, including creating strategic and tactical documentation, as well as developing a project plan and coordinating efforts across teams to have tests created and run on a monthly basis.

Eden Prairie , Mn, Us

Trained and mentored junior developers and administrators, covering ServiceNow concepts, best practices, and peer review of code. Served as lead developer on client facing custom scoped applications and developed best practices around the use and movement of scoped applications. Enhanced service portal for incoming user base, including building new functionality based on business needs by modifying and creating custom widgets. Introduced Flow Designer into environment by creating multiple flows for catalog items and easily reusable approval subflows.

Eden Prairie , Mn, Us

Lead developer on multiple highly visible projects in customized CSM environment, including creating new data governance application and improving release management application. Use scheduled import sets and scripted transform maps to bring in PeopleSoft user data for over 300K records from data mart. Create and script advanced workflows to provide automation and additional functionality for key business processes. Design and configure new Service Portal to replace current CMS site for improved customer experience. Create, edit, and script Business Rules, Client Scripts, UI Policy/Actions, Script Includes, Fix Scripts, ACLs, and Service Portal widgets for advanced ServiceNow functionality. Perform ServiceNow integrations with other applications using RESTful Web Services.

Eden Prairie , Mn, Us

Created team and role-based responsive dashboards using scripted interactive filters to provide a customized reporting experience across the company. Improved business outcomes by using performance analytics and advanced reporting techniques, such as database views, multiple datasets, and Script Includes. Enhanced Service Catalog items using UI Policies, Client Scripts, and improved workflow design through the use of various Activity Scripting including Run Scripts, Create Tasks, and Approval – User/Group. Led and supported process improvement projects using Agile methodologies, such as migrating Knowledge V2 to V3 through update sets, Fix Scripts, and reorganization of Knowledge Base structure. Ensured alignment between ServiceNow deliverables and company priorities by defining business needs and building technical requirements across multiple stakeholders.

Eden Prairie, Mn, Us

Partnered with ServiceNow consultants for implementation of ServiceNow ITSM, including gathering requirements, designing solutions, and testing for rollout of Incident, Problem, Change, Knowledge, and Service Catalog. Led ServiceNow version upgrades by developing project plans, analyzing release notes, performing smoke and regression testing, creating update sets, and documenting upgrade skips/best practices. Improved form design and functionality with Client Scripts, Business Rules, and UI Policies/Actions. Completed development, configuration and workflow administration for IT teams to support business processes in the ServiceNow platform. Provided day-to-day support of the ServiceNow system, including general troubleshooting and training, maintaining catalog items, user account administration, and Service Portal updates.

New York, Ny, Us

Aligned ServiceNow functionality with IT strategic initiatives, including asset management using SCCM, compliance goals for external audits, and service level agreements for technical support. Analyzed and synthesized data through ServiceNow reporting to help leadership and functional teams use data more effectively. Enhanced organization-wide IT operations by spearheading the first annual organization-wide Operations Strategy Survey.

New York, Ny, Us

Served as technical lead for IT support teams. Supported 2,000 users through resolution of Level 3 tickets that provided organizational solutions using ServiceNow platform. Supervised implementation for newly deployed System Center Configuration Manager (SCCM). Ensured the organization’s IT security by leading cross-functional teams to successful completion of annual external IT audit.

New York, Ny, Us

Promoted from Manager to Director. Served as technical lead for the Workstation team. Supported 2,000 users through the resolution of 20 Level 2 and Level 3 tickets per week. Supervised and provided direction to teammates to ensure team projects were completed accurately and in a timely manner.

New York, Ny, Us

Promoted from Associate to Manager. Supported 1,500 users through the resolution of 40 Level 1, Level 2, and Level 3 tickets per week. Managed the computer inventory and coordinated staff on-boarding for over 1,000 employees annually. Created technical documentation and developed improved inventory processes.

New York, Ny, Us

Coordinated computer repairs and supported 1,000 users through the resolution of 35 Level 1 and Level 2 tickets per week. Maintained escalation database and dispatched over 200 tickets per week. Imaged, configured, and distributed 25 computers per week.

New York, Ny, Us

Provided data-related technical support and synthesized data to give insight into campaign strategy for over 170 Recruitment Team members. Used advanced Excel functions to automate over 15 reports, reducing report preparation time by 50%.

New York, Ny, Us

Conducted high-level comparative data analysis across more than 100 stores during acquisition of May company. Allocated purchase orders for Calvin Klein, Kenneth Cole, and INC, totaling $40 million dollars in business. Completed Macy's Merchant Executive Development Program.