JACOB MKHWANAZI

ServiceNow platform engineer with nearly 5 years of ITSM and service-management experience, now focused on ServiceNow development and automation. Career progressed from frontline ITSM support through service desk leadership and technical consulting into hands-on ServiceNow engineering, giving a practical, process-aware foundation for platform work. Strong hands-on foundation in JavaScript, Glide APIs, ServiceNow tables, ACLs, Business Rules, Client Scripts, Script Includes and application promotion, with practical delivery in Flow Designer, Integration Hub and REST/SOAP/OAuth integrations. Hands-on experience using Now Assist (generating summaries and resolution notes, testing AI-assisted outputs), and delivery of automation use cases from design through testing to controlled production. ServiceNow Certified System Administrator (CSA) and ITIL Foundation & Practitioner certified, working within formal change, security and release-management controls.