With 2026 now firmly underway, learners and experts across the ServiceNow ecosystem are thinking hard about their careers. After all, ServiceNow and the wider tech landscape have changed a lot in the last few years. Today, the skills, experience, and qualifications needed to grow and develop have all changed with them.
There is no shortage of ambitious and talented people in this community who are looking to grow their careers and profiles. But what’s the best way to do that? What skills do you need? Where do you get to demonstrate them? And what’s the best way to validate them?
To answer these questions and more, NowBen chatted with some experienced ServiceNow technical experts:
- Mahathi Veena, Certified Technical Architect and ServiceNow MVP, 2025
- Hristo Ivanov, Certified Technical Architect and ServiceNow Rising Star, 2025
- Amit Gujarathi, Certified Technical Architect and 4x ServiceNow MVP, 2021-2025
- Carlos Camacho, Technical Consultant and 2x ServiceNow MVP, 2024-2025
Here’s what they had to say.
Advice for ServiceNow Learners, Enthusiasts, and Experts
First, it’s helpful to understand how ambitious learners can evolve their careers in the ServiceNow ecosystem. To do that, we asked our experts what advice they had for beginners, intermediate learners, and experts:
First Steps: Getting Started in ServiceNow
“If you are new to ServiceNow, the world ahead of you is honestly wide open. The ecosystem is expanding so fast that there is room for all kinds of talent.”
Mahathi Veena
If you’re looking to take your first steps in the ServiceNow community, there is a wide range of opportunities available to you, according to Mahathi:
- Watch YouTube walkthroughs to build familiarity with concepts visually.
- Browse the ServiceNow Community passively – just observing how people solve problems builds confidence.
- Explore ServiceNow University for structured, beginner‑friendly learning paths that don’t feel overwhelming.
- Then, get a Personal Developer Instance (PDI) and start experimenting. Build something small, break it, and fix it. Hands‑on is where real growth happens. Keep learning simple and steady – familiarity comes first, mastery comes later.
Our experts were also keen to mention the value of foundational technical skills, alongside ServiceNow-specific knowledge. According to Hristo, newcomers should have “a good understanding of relational databases, some JavaScript, and a willingness to learn.”
Carlos also shared this sentiment, explaining how ITIL expertise helped provide a basis for his ServiceNow development. “In parallel to my ServiceNow studies, I invested time to acquire the knowledge to take the ITIL Fundamentals exam… Having this technical background, it can be tempting to start implementing a solution right away… But understanding the ITIL practices will allow you to evaluate what brings value to your client.”
Intermediate Learners: Where to Go Next
“As you grow, your progress accelerates when you think beyond ‘how to build’ and move toward ‘why it matters’. The professionals who stand out are those who can translate platform decisions into business outcomes, user adoption, and long-term maintainability.”
Amit Gujarathi
It’s easy enough for beginners to develop quickly by gaining the right qualifications and technical skills. But when you want to take your career to the next level, new challenges begin to arise.
“During your ServiceNow journey, sooner or later, you will reach a plateau. A point where it is difficult to evolve alone… I found this plateau after my CSA,” says Carlos. In his view, this is the best time to start looking for a mentor. “My advice is this: When you feel stuck, don’t give up. Find a mentor – a more experienced person to help you achieve your next level.”
For Carlos, this involved learning how to migrate his backend developer skills into ServiceNow and working towards a new certification. “Acquiring the skills to leverage the ServiceNow APIs was an important step towards gaining the Certified Application Developer (CAD) certificate and proceeding with my progress.”
Clearly, mentoring has a lot to offer here. But, as Mahathi explains, mindset plays a huge role as well. “Start thinking in solutions, not configurations. Pick one business process and learn how it connects across the platform. Then, explore multiple modules just enough to see patterns and relationships. This is where you shift from ‘I know features’ to ‘I solve problems’.”
How to Develop as a ServiceNow Expert
By this point, you’ll likely have several years’ experience and technical qualifications under your belt. You may even have a ServiceNow Rising Star or MVP accreditation to validate your hard work.
In this case, it can be easy to think you’ve learned everything you need to know. But given how fast the community moves, it’s important not to get complacent.
“Stay current, unlearn old patterns, and relearn new platform capabilities each release,” advises Mahathi. “Focus on scalable, efficient, future‑ready design, not just implementation. Mentor others, influence thinking, and contribute to the wider ecosystem. Challenge your own defaults – what worked two years ago might not be best today.”
Clearly, staying humble, adaptive, and curious all play a huge role in staying ahead. Otherwise, Hristo also had plenty more insights, saying that experts should distinguish themselves by “being able to translate business requirements into technical ones, and in general having a broader view, not only on ServiceNow but on the whole IT landscape.”
He also suggested that experts should consider learning the ServiceNow Common Service Data Model (CSDM) – which itself has a crucial role to play in the intersection between technical skills and business needs.
ServiceNow Career Development in 2026: What’s Changed?
“A few years back, developing a ServiceNow career was mostly about learning a ticketing tool. Today, you are entering an enterprise-grade platform ecosystem, and that shift has completely changed the career conversation.”
Mahathi Veena
Over the last few years, the ServiceNow platform has changed a lot. Of course, we’ve seen a significant rollout of AI products, such as Now Assist, GenAI, the AI Control Tower, and much more. But the platform has also expanded into more traditional technology categories, introducing new products and modules that cover HR, CRM, DevOps, and much more.
All of these changes mean that success in today’s ServiceNow ecosystem requires a different approach and skillset than just a few years ago. As Amit explains, today’s experts need to move beyond traditional tech skills:
“The market is moving towards prioritizing techno-functional professionals who understand both the platform and the business context. People are not hired only to ‘configure or code’. They are hired to design solutions that scale, hold up through upgrades, and drive measurable value.”
This was a common theme that multiple experts returned to. As Mahathi explains, “you’re no longer learning a platform; you’re learning how modern enterprises run. Platform fundamentals now matter more than any single module.
“Data models, architecture basics, and platform thinking are the real differentiators. AI and data have become the center of the conversation. GenAI, AI agents, virtual agents, automation patterns, data foundations, and intelligent workflows have changed what ‘expertise’ looks like.”
To oversimplify: It can’t just be about the tech anymore. Instead, you have to understand how people are interacting with it, what the business impact will be, and in what ways it will connect with existing workflows, processes, and other solutions. This requires a much more three-dimensional mindset than has traditionally been required of technical architects.
What ServiceNow Certifications Should You Pursue in 2026?
Certifications are a huge part of a successful ServiceNow career. They’re one of the best ways to gain credibility and demonstrate your skills to the rest of the community. But it can be easy to become overwhelmed by the options available.
So where should you start?
As Mahathi explains, “Certified System Administrator (CSA) remains the essential foundation… It is still the first, most reliable step for anyone entering the ecosystem.”
From there, ServiceNow’s defined Career Journeys provide some valuable structure and direction for those looking to progress beyond the basics.
But as AI develops, the role of data is becoming more and more important, making courses like CIS – Data Foundations vital. It’s no surprise, therefore, that ServiceNow has chosen to make it a mandatory prerequisite for several other Certified Implementation Specialist (CIS) certifications. Mahathi says that this is a “strong move” from ServiceNow, and that the certification is “worth prioritizing”.
Hristo also discussed the importance of Data Foundations, since it leads neatly to other certifications. In particular, he mentioned three Certified Implementation Specialist qualifications that also provide good technical foundations: Hardware Asset Management (CIS-HAM), Software Asset Management (CIS-SAM), and Human Resources (CIS-HR).
Outside of the headline exams, there is also plenty of value in micro and suite certifications, particularly when it comes to AI. As Amit says, “In 2026, I would strongly encourage people to add niche, high-signal micro-certifications that align with where the ecosystem is heading. Areas like UI Builder, GenAI, Now Assist, and agentic AI are gaining serious momentum.”
But it’s important to remember that these certifications aren’t a substitute for skills and experience. “I treat certifications as validation, not the goal. They add structure and credibility, but they should support hands-on experience – not replace it.” Wise words there from Amit.
Where to Start With AI: Fundamentals, Certifications, and Labs
“Start with platform fundamentals, ground AI in real workflows, and keep learning as the ecosystem evolves.”
Amit Gujarathi
It’ll come as no surprise to hear that AI tools and skills will remain hugely important through 2026 and beyond. Our experts all agreed that this was a key area of focus. But they also pointed out that focusing on the AI products themselves isn’t necessarily the best place to start.
“If you want to learn ServiceNow AI, don’t start with the AI features,” suggests Mahathi. “AI sits on top of workflows, tables, data structures, and automation. When your fundamentals are strong, AI becomes intuitive.”
The sentiment was echoed by Amit, who said, “First, be very clear on the fundamentals of the ServiceNow platform. AI works best when your platform foundation is solid.”
Clearly, the route to successful AI expertise starts with a more fundamental understanding of technical concepts. According to Mahathi, these fundamentals all start with data. “Get your data right. AI is only as good as the data you feed it. Clean CMDB, consistent categories, proper relationships – this is everything. Then, explore the AI capabilities themselves, including Virtual Agent, Now Assist, Predictive Intelligence, and AI agents.”
At that point, you can start thinking about practicing and validating your experience. “Currently, ServiceNow hasn’t released a full-fledged mainline certification,” adds Amit. “But there are a lot of micro-certifications – for example, on products like Now Assist, GenAI, and agentic AI. ServiceNow also has some very interesting lab assignments, with detailed step-by-step guides.”
Mahathi also adds that Personal Developer Instances (PDI) offer a great opportunity for ServiceNow users to practice their new skills. To sum up, she says, “Platform first, data second, AI features, micro‑certifications, then hands‑on practice. That’s the clearest path to mastering ServiceNow AI in 2026.”
How to Boost Your Profile in the ServiceNow Community
“Connect with people and engage with the ServiceNow community. It is a place where we can learn, share, and grow, not only as professionals, but as the best version of ourselves.”
Carlos Camacho
Of course, having the fundamental skills is vital to an effective ServiceNow career. But success can’t exist in a silo. Luckily, ServiceNow learners, enthusiasts, and experts have access to one of the most engaging and active tech communities around.
“ServiceNow has created a lot of places where you can highlight yourself,” says Amit, going on to list the following options:
- ServiceNow Community: An official forum and networking hub for ServiceNow users, developers, and enthusiasts of all backgrounds and skillsets. This is the ideal first place to go.
- ServiceNow Share: A GitHub-style space for developers to freely share and download scripts, utilities, and applications.
- ServiceNow Developer Slack Channel: As the name would suggest, this is an independent, community-led Slack group for ServiceNow developers and admins to network, collaborate, and discuss platform topics in real time.
- LinkedIn: Unsurprisingly, LinkedIn remains the best non-ServiceNow-specific space to connect and network with like-minded developers. It’s also particularly great for expanding your knowledge and network beyond the ServiceNow ecosystem.
For the more advanced ServiceNow enthusiasts, there’s a good chance you’re already active in these spaces. In this case, it’s also worthwhile attending events or webinars – either in-person or online. And for the most experienced members of the community, there’s always the MVP or Rising Star programs. Applications for 2026 closed a few months ago, but it’s worth keeping this in mind for the next opportunity later this year.
Final Thoughts
If 2025 is any benchmark, 2026 is bound to be an interesting time in the ServiceNow ecosystem. AI, low-code, and the need for cross-functional business skills will clearly continue to define what expertise looks like in this space.
As ever, staying ahead against this backdrop requires constant learning, development, and curiosity. Whatever the next twelve months have in store, this is always the best maxim for success – whatever the technology or ecosystem.
Hopefully, the advice in this article has given you some valuable food for thought. A huge thanks goes to our experts Amit, Mahathi, Hristo, and Carlos for their valuable time and thoughts in this article.