That belief that “the ‘ServiceNow professional’ isn’t defined by a Computer Science degree, but by their ability to solve business problems” sits at the heart of a new graduate training programme launched by Calitii, a Synechron company.
At a time when many organizations are scaling back graduate recruitment, the London-based IT consultancy and ServiceNow Elite Partner is investing in building talent from the ground up – and widening the definition of who a ServiceNow professional can be.
A Changing Definition of ServiceNow Talent
The company launched its inaugural graduate training programme for developers and business analysts in July 2025, with a second cohort starting last month.
According to Bushra Akhtar, Director of Academy at Calitii, demand for ServiceNow skills has shifted markedly over the past few years.
“The demand for ServiceNow skills has fundamentally shifted from those ‘who can code’ to those ‘who can solve problems,’” she said. “ServiceNow’s evolution as a no-code platform has, to an extent, democratised access to the technology, but solving complex business challenges still requires deep platform expertise and consultative thinking.”
That evolution has changed how Calitii approaches recruitment. “At Calitii we’re no longer looking for traditional developer or business analyst skills. Our focus is on cultivating ServiceNow consultants who leverage the platform’s capabilities intelligently, applying critical thinking and problem-solving skills that go beyond technical, computer science backgrounds,” said Akhtar.
As a result, the company is seeing increasing interest from candidates without traditional IT degrees. “This shift has really opened our talent pipeline,” she said. “The future of ServiceNow isn’t about coding proficiency, but about curiosity, business acumen, and the ability to maximize what the platform offers.”
From Biomedical Science to ServiceNow
One of the first graduates of the programme is Safa Mushtaq, whose career path shows how far that definition has expanded. This time last year, she was applying her Biomedical Science degree in an NHS laboratory role. In just seven months with Calitii, she has progressed from a graduate trainee to a ServiceNow Associate Business Analyst, holding two mainline certifications: CSA and CMDB/CSDM.
“I like the fact that the platform offers a diverse career progression path,” said Mushtaq. “Whether you’re pursuing the developer-to-architect track or specialising in HRSD, SecOps, or ITSM modules, progression paths are visible, and roles are varied.”
For Mushtaq, the ServiceNow ecosystem itself has been a major draw. “Being part of the ServiceNow ecosystem also opens up opportunities to attend events and webinars that help you continue learning and connect with the wider community,” she said.
The transition, however, is not without its challenges. “One frustration, ironically, stems from ServiceNow’s strength. The platform and all the terminology can feel overwhelming at first until you grasp how everything interconnects,” explained Mushtaq.
She also notes that the platform’s structured approach can surprise those coming from more traditional development backgrounds. “Developers who are used to creative freedom sometimes struggle with the prescriptive nature of ServiceNow’s best practices,” she said.“You can’t just code your way – you must follow the ServiceNow way to deliver solutions.”
While that can feel restrictive at first, Mushtaq said she sees the benefit. “This requires discipline – some technical purists find this constraining – but ultimately it produces better enterprise outcomes,” she said.
Continuous Learning as a Career Constant
That discipline extends to ongoing learning, which both Mushtaq and Akhtar see as a defining feature of a ServiceNow career.
“Professionals need to be clear about their appetite for continual learning before embarking on a ServiceNow career. New releases arrive constantly, best practices evolve continuously, and staying relevant means committing to continuous education,” said Mushtaq.
“It’s a career suited to those excited, not frustrated, by the prospect of evolving alongside a platform that refuses to stand still.”
Akhtar agrees, noting that ServiceNow’s rapid innovation has reshaped the skills that matter most. “An increasingly critical skill for ServiceNow professionals is enterprise fluency. Understanding what business-to-business means, how large organizations operate, and how enterprise-scale decisions are made matters more than ever.”
Meanwhile, as AI and automation take on more technical tasks, the human element becomes more important, not less. “With the platform’s AI capabilities handling increasingly complex technical tasks, the differentiator becomes consultative insight,” said Akhtar.
“Can you examine an enterprise problem, understand cross-functional dependencies, and architect solutions that reflect organizational complexity?”
Final Thoughts
For Calitii CEO Patrick O’Connor, the graduate programme reflects long-held priorities rather than short-term market conditions.
“Establishing a graduate training scheme has always been a top priority for us. Nurturing home-grown talent and investing in people is central to our culture,” he said.
Graduates, he believes, bring more than just technical capability, he added. “Graduates bring fresh knowledge, ideas, and up-to-date skills, particularly in technology and data. They’re not afraid to challenge established ways of working – this undoubtedly drives innovation and helps keep us competitive.”
While the programme represents a significant investment, the rationale is clear. “It’s a significant investment for us, but the long-term benefits of retention and building a pool of homegrown talent are more than worth it,” he said.