# Dhanalakshmi Jayakumar > ServiceNow Developer | 6+ Years Experience | Generative AI & Agentic Workflows | Now Assist | AI Agent Studio | ITSM | CSM | HRSD | ITOM | ATF | Integrations | MS Information Systems @ CSU Location: Greater Cleveland, United States Profile: https://flows.cv/dhanalakshmi Generative AI and Agentic Workflow-focused ServiceNow Developer with 6+ years of experience delivering enterprise-scale automation solutions across global environments. Strong background in designing scalable, secure, and performance-driven applications aligned with business transformation goals. Hands-on expertise across core ServiceNow modules including ITSM, CSM, HRSD, ITOM, CMDB, Service Portal, Virtual Agent, and Automated Test Framework (ATF). Experienced in Flow Designer, Business Rules, Client Scripts, UI Policies, Script Includes, UI Actions, and scoped application development. Actively working with ServiceNow Generative AI capabilities including Now Assist, AI Agent Studio, Agentic AI workflows, Predictive Intelligence, Platform Analytics, and Conversational solutions. Designed AI-driven use cases such as intelligent incident triage, automated change request generation, workflow orchestration, and conversational automation to improve operational efficiency. Strong experience in REST/SOAP integrations, MID Server configuration, OAuth authentication, and third-party system connectivity. Solid understanding of CMDB data modeling, ACLs, security governance, performance optimization, and instance-level troubleshooting. Experienced in Workspace configuration and UI Builder customization, including state management, component configuration, and resolving UI behavior challenges across development and production environments. Certified ServiceNow System Administrator with multiple micro-certifications in Agentic AI, Now Assist, Predictive Intelligence, Platform Analytics, and Virtual Agent. Focused on delivering automation-first, AI-driven ServiceNow solutions that enhance user experience, reduce manual effort, and drive measurable business value. ## Work Experience ### Software Engineer @ Work4Flow Jan 2026 – Present | United States ### Technical Marketing & Digital Engagement Specialist @ NexGen Interactive LLC Jan 2025 – Jan 2025 | Ohio, United States As a Digital Strategy & Research Intern, I contributed to four key projects focused on website development, digital strategy, nonprofit tech trends, and AI-driven marketing. My responsibilities included: Project A – Website Audit & Optimization: Conducted a full review of the organization's website, identifying improvements in structure, content, visual design, and SEO to enhance performance and user engagement. Project B – Website Redesign using WordPress & Elementor: Gained hands-on experience in website building by selecting templates, redesigning service pages, and improving content clarity and alignment with organizational goals. Project C – Digital Adoption in Nonprofits: Researched trends and challenges in digital adoption among U.S. nonprofits, creating reports that informed internal strategy. Project D – AI in Social Media Marketing: Investigated how AI tools are transforming content creation, ad targeting, and user engagement on social media platforms. Collaborated closely with supervisors and mentors to meet objectives, deliver insights, and gain exposure to real-world applications of digital strategy and research. ### Senior Infra specialist @ Cognizant Jan 2024 – Jan 2024 | Chennai • Led end-to-end ServiceNow solution design and implementation initiatives. • Provided technical leadership for platform enhancements and automation strategy. • Managed enterprise Change Management lifecycle and risk assessment workflows. • Designed scalable integration architecture using REST APIs and MID Servers. • Ensured compliance with security standards, ACL governance, and platform policies. • Oversaw release management, update set strategy, and production deployments. • Collaborated with cross-functional global teams for platform optimization. • Drove automation initiatives to improve operational efficiency and reduce manual effort. ### Sr. Infra developer @ Cognizant Jan 2022 – Jan 2024 | Chennai Designed and implemented complex workflows and Flow Designer automations. • Developed Script Includes, advanced Business Rules, and integration scripts. • Led ServiceNow module enhancements across ITSM, CMDB, and Change Management. • Implemented REST/SOAP integrations with third-party enterprise systems. • Improved CMDB data quality through normalization and governance practices. • Automated incident routing, approval processes, and request fulfillment workflows. • Performed performance tuning and optimized server-side scripting. • Coordinated with business stakeholders for requirement gathering and solution design. • Mentored junior developers and reviewed code for best practices. ### Infra Developer @ Cognizant Jan 2019 – Jan 2022 | Chennai Area, India • Supported ServiceNow ITSM modules including Incident, Problem, Change, and Service Catalog. • Configured Business Rules, Client Scripts, UI Policies, UI Actions, and basic workflows. • Assisted in CMDB data maintenance, CI updates, and relationship mapping. • Worked on Service Catalog item creation and request workflow configuration. • Supported user access management, role assignments, and ACL configurations. • Participated in defect fixing, troubleshooting, and performance issue resolution. • Assisted in update set migrations and deployment activities across environments. • Collaborated with infrastructure teams for issue resolution and SLA adherence. ## Education ### Master's degree in Information Systems Cleveland State University ### BTech - Bachelor of Technology in Information Technology Vivekananda college of engineering for women ### Higher secondary St. Joseph's Matriculation Higher Secondary School ### Secondary Level School Certification SRF Vidhyalaya ### Master's degree in Information systems Cleveland State University ## Contact & Social - LinkedIn: https://linkedin.com/in/dhanalakshmijayakumar --- Source: https://flows.cv/dhanalakshmi JSON Resume: https://flows.cv/dhanalakshmi/resume.json Last updated: 2026-04-10