If you’re looking to build or develop a ServiceNow-specific career, there are a lot of options on the table. These range from highly technical roles (e.g. Application Developer) to more entry-level options (like Support Specialist). So, how do you know which ServiceNow roles are right for you? And what skills, experience, and qualifications do you need to make the big career move?
Of course, there’s no one-size-fits-all approach here – and no two jobs are exactly the same. But if you’re wondering where to start, there are a few options that are particularly common across the industry. Here’s a rundown of the most recognizable ServiceNow roles.
Top ServiceNow Roles
ServiceNow can be a complex platform with a whole range of different industry-specific solutions, modules, and tools. It’s also used by some of the world’s largest enterprises. This means there is a lot of demand for skilled experts who can build, manage, and optimize an organization’s ServiceNow platform.
So, long story short: ServiceNow is a cornerstone of the IT market and developing your skills within the ecosystem is a smart career move. But with so many different possibilities, it can be a challenge to work out what options are the best fit for your skillset and experience.
Like with all careers, there is no single fixed entry route into any of these roles, though some have more defined pathways than others. Nonetheless, a robust level of ServiceNow experience and knowledge is pretty much a prerequisite for these options. Many also require a strong technical background and experience with concepts like IT administration or software development.
So, where do you start? Every role on this list has a specific ServiceNow Career Journey associated with it, where you can build the skills and experience you need at your own pace. These aren’t compulsory, and there are ways into the industry without them. But if you’re wondering where to start, these can be a really helpful and – crucially – free resource.
1. System Administrator
System Administrators are responsible for the day-to-day maintenance and configuration of the ServiceNow platform. It’s a reasonably technical role, requiring robust knowledge of ServiceNow modules, features, and tools. In many ways, it’s similar to a traditional IT administrator role, but specific to the ServiceNow ecosystem.
Average Salary (US)
$111,950
Key Responsibilities
- Configuration: Customizing the platform to meet business needs, including modifying tables, fields, business rules, workflows, and other features.
- Performance: Monitoring metrics like system logs, CPU, memory, and network performance to ensure optimal uptime and performance.
- Support: Helping users with technical issues such as integration challenges, outages, and other ad-hoc requests.
- User admin: Creating, managing, and removing user accounts and access permissions.
How to Become a System Administrator
Generally, System Administrators come from an IT background. This isn’t compulsory, but it’s important to have a good working knowledge of IT concepts like software patching, network architecture, access management, and more.
Certifications: What ServiceNow Qualifications Do You Need?
Certified System Administrator is by far the most relevant and important qualification if you want to become a System Administrator. Generally, you will need a good working knowledge of both ServiceNow and IT administration to enroll in the course.
Career Progression: Where Next After System Administrator
System Administrators have a deep working knowledge of the ServiceNow environment, which means there are several options for career progression after this role. This includes technical roles like ServiceNow Developer or ServiceNow Architect – though these generally require more coding knowledge than the average IT admin has.
2. Application Developer
Application Developers are essentially ServiceNow-specific software developers, specializing in building custom applications or automated workflows. The goal is to help organizations extend or customize ServiceNow functionality. These roles require a highly technical skill set, a strong programming background, and the ability to write code in JavaScript.
Average Salary (US)
$141,200
Key Responsibilities
- Coding: Creating new applications and workflows through JavaScript.
- Workflows: Building custom automations around business processes.
- Maintenance: Troubleshooting issues, resolving bugs, and improving responsiveness in existing applications and modules.
- Integration: Integrating ServiceNow modules with third-party or proprietary applications.
How to Become an Application Developer
Generally, Application Developers are experienced software developers who have decided to develop their careers in the ServiceNow ecosystem. To do so, you’ll need the ability to understand and build code in JavaScript. Since this is the language that ServiceNow is built on, it’s pretty much a non-negotiable requirement. It’s also helpful to have a good working knowledge of CSS and HTML.
Certifications: What ServiceNow Qualifications Do You Need?
ServiceNow’s Certified Application Developer credential is the best option for software developers looking to ‘niche down’ into the ServiceNow ecosystem. You should expect to have a strong basis of coding knowledge and some hands-on ServiceNow development experience before embarking on this course.
Career Progression: Where Next After Application Developer?
As one of the most technical skill sets on this list, there are several potential stepping stones for Application Developers. One option is to move into more managerial roles like Platform Owner, Lead Developer, or Technical Project Manager.
But many developers prefer to avoid managerial roles and instead develop increasingly technical and niche skills, aiming for roles like Technical Consultant, ServiceNow Architect, or Integration Specialist. Here, advanced ServiceNow certifications could set you up well for a career within a specialized technical niche.
3. Platform Owner
The Platform Owner is perhaps the most strategically-minded of all the roles we discuss in this article. They essentially own the roadmap and direction of an organization’s ServiceNow platform, defining and leading long-term strategies to achieve wider business objectives.
Average Salary (US)
$150,370
Key Responsibilities
- Roadmap: Designing and implementing the platform roadmap and strategy.
- Governance: Defining processes that help the platform adhere to industry compliance standards.
- Management: Managing communication, priorities, and collaboration between technical and business teams.
- Partners: Owning relationships with third-party vendors, partners, contractors, and more.
How to Become a Platform Owner
The Platform Owner role is more managerial than technical, and POs will generally come from an enterprise IT management or change management background. To become a Platform Owner, you will generally need experience managing large teams and complex projects.
Specific ServiceNow knowledge is less important here than with other roles on this list, and there’s a good degree of crossover between ServiceNow Platform Owners and non-ServiceNow Product Owners.
Certifications: What ServiceNow Qualifications Do You Need?
ServiceNow’s Certified Platform Owner Associate is the best certification on offer for this role. While there are no specific requirements for this course, it is recommended that professionals have 3-5 years of experience with the ServiceNow Platform, or three years in the role of Platform Owner before enrolling.
Career Progression: Where Next After Platform Owner?
Platform Owners are well suited to develop into a range of senior and managerial tech positions – both within and outside of the ServiceNow ecosystem. This can include roles like Senior Product Owner, Scrum Master, Head of Product, and more. Generally, POs will look to gain more responsibility through their career and develop their cross-functional leadership skills.
4. Implementer
Implementers sit somewhere between the skillsets of Application Developers and Product Owners. This is a fairly technical role, requiring detailed knowledge of the ServiceNow environment. On a day-to-day basis, they are responsible for designing, configuring, and deploying ServiceNow modules to meet the needs of the wider business.
The Implementer’s skillset is generally more technical than a Product Owner, but they’re also likely to spend more time focusing on the product roadmap and wider business outcomes than an Application Developer.
Average Salary (US)
$138,550
Key Responsibilities
- Configuration: Implementing new ServiceNow modules and workflows, such as ITSM, ITAM, and more.
- Consultation: Liaising with stakeholders and business management to determine how technology can help to meet business goals.
- Integrations: Identifying and building custom integrations between ServiceNow and other enterprise systems, including CRMs, ERPs, and more.
- Collaboration: Working with cross-functional teams to configure and implement new ServiceNow solutions, while ensuring successful adoption and ongoing support.
How to Become an Implementer
Implementers often come from a similar background as Software and Application Developers, but they generally have a more business-oriented and cross-functional skill set. Often, they will come from an IT consulting or business systems implementation background and gradually begin to develop more ServiceNow-specific skills.
Knowledge of general project management concepts and ServiceNow Implementation methodology is helpful, as is a specific ServiceNow certification.
Certifications: What ServiceNow Qualifications Do You Need?
ServiceNow offers a whole range of qualifications aimed at Implementers, most of which are specific to a particular product or module. Some examples include Certified Implementation Specialist – Platform Analytics (CIS-PA) and Certified Implementation Specialist – Discovery (CIS-DISCO). Check out our recent guide to see the full list.
Career Progression: Where Next After Implementer?
Implementers can be a bit of a jack-of-all-trades, which gives them several options for career progression. They might develop into a Technical Consultant, a ServiceNow Solution Architect, or similar roles. Often, they may also pursue module or industry-specific certifications in order to become specialists in a particular ServiceNow niche.
5. Technical Project Manager
Technical Project Managers are responsible for the smooth running of implementation projects, ensuring they run on time, within budget, and align with overall business goals. These projects could include the rollout of new modules or building custom applications on ServiceNow technology.
Average Salary (US)
$155,000
Key Responsibilities
- Timelines: Planning and managing ServiceNow projects, deadlines, and deliverables.
- Management: Coordinating goals, priorities, and communication between cross-functional teams.
- Reporting: Updating senior stakeholders and business leaders on project status and challenges.
- Budget: Managing resources, timelines, and costs to ensure projects are delivered on time and within budget.
How to Become a Technical Project Manager
Unsurprisingly, ServiceNow Technical Project Managers generally come from a project management background. While a ServiceNow certification is helpful, it’s more important to have a solid background in project management methodologies and processes. Strong communication and organizational skills are a must, and certifications in Agile, Waterfall, or Scrum methodologies would also help.
Certifications: What ServiceNow Qualifications Do You Need?
At the time of writing, there are no specific ServiceNow certifications for the Project Manager role. Therefore, a Certified System Administrator credential is the best alternative, since this will give you a good baseline of ServiceNow knowledge and technical expertise.
Career Progression: Where Next After Technical Project Manager?
Progression for project managers generally involves managing increasingly larger and more complex projects. Alternatively, you could explore more senior or managerial roles within project management, such as Project Director, Project Management Office Director, or Chief Operations Officer. There is a good degree of transferability between ServiceNow and non-ServiceNow-specific project management roles.
6. Business Process Analyst
Organizations rely on Business Process Analysts (BPA) to improve the success and efficiency of their ServiceNow platform. On a daily basis, they’re responsible for monitoring ServiceNow workflows to identify issues and inefficiencies.
Like all roles on this list, the BPA requires a good working knowledge of the ServiceNow environment, but it’s less technical than roles like Application Developer and Implementer – and can generally be done without coding knowledge.
Average Salary (US)
$128,250
Key Responsibilities
- Analysis: Monitoring current workflows and offering strategic suggestions for improvements.
- Goals: Understanding business needs and translating them into tangible metrics, features, and technical specifications.
- Adoption: Improving change management through user testing and strategic support.
- Collaboration: Liaising with developers, stakeholders, and project managers to understand key metrics and feed back on how effectively they’re being achieved.
How to Become a Business Process Analyst
BPA roles are a good route into the industry if you don’t have a technical or IT background. Nonetheless, you’ll need a good working knowledge of the ServiceNow environment in order to effectively analyze the workflows and processes within it. A good understanding of ITIL, ITSM, and ITOM concepts is a must and broader experience in business analysis or process improvement is also helpful.
Certifications: What ServiceNow Qualifications Do You Need?
At the time of writing, there are no specific ServiceNow credentials for the Business Process Analyst role. Therefore, a Certified System Administrator credential is the best alternative, since this will give you a good baseline of ServiceNow knowledge and technical expertise.
Career Progression: Where Next After Business Process Analyst?
Business Process Analysts are well suited to move into managerial or project-specific roles, such as Platform Owner, Project Manager, or Business Architect. While it’s possible to move into these roles without a technical background or ServiceNow certifications, having one or both of these will make the progression much easier.
7. Support Specialist
Support Specialists play a similar role to System Administrators, but generally in a more limited capacity. They are responsible for frontline support, helping to diagnose technical issues, offering assistance to users, and generally ensuring the smooth operation of an organization’s ServiceNow platform.
This is a user-facing role, principally focused on reactive support and incident resolution. It’s the least technical role on this list and is a good stepping stone to more senior roles within the ecosystem.
Average Salary (US)
$65,100
Key Responsibilities
- Troubleshooting: Providing users with support for technical and performance-related issues.
- Diagnosis: Identifying potential issues that could arise in future and offering proactive solutions.
- Training: Helping with user training, support documentation, and change management.
- Reporting: Maintaining support logs, documentation, and knowledge base information.
How to Become a Support Specialist
The Support Specialist has the least technical skill set on this list and is therefore a valuable stepping stone to more senior roles. Ideally, they will have some IT support or help desk experience, though this isn’t essential. Either way, it’s important to have a good understanding of the ServiceNow landscape and basic IT management concepts.
Certifications: What ServiceNow Qualifications Do You Need?
At the time of writing, there are no specific ServiceNow credentials for the Support Specialist role. Therefore, a Certified System Administrator credential is the best alternative, since this will give you a good baseline of ServiceNow knowledge and technical expertise – and will set you up well for progression into a full System Administrator role.
Career Progression: Where Next After Support Specialist?
The obvious next step from Support Specialist is System Administrator, since there’s already a good degree of overlap between the two job roles, and you’ll likely already be working closely together.
Alternative options include moving into a managerial IT role, such as Service Desk Manager or IT Manager. You may also want to move into more cross-functional roles like Implementer or Platform Owner, though this will generally require more technical and/or ServiceNow-specific skills.
How to Build Your Career with ServiceNow
Whether you’re a complete ServiceNow newbie or a seasoned expert, there are a whole range of ways to build and develop your career within the ServiceNow ecosystem.
Those who move into these positions often have experience with similar roles outside of the ServiceNow ecosystem. ServiceNow System Administrators, for instance, are often seasoned IT administrators, Application Developers are generally already software developers – and so on.
If this is the case for you, you likely already have much of the experience and skills to do the job effectively. Now, you just need to upgrade your ServiceNow knowledge with one of the career journeys or certifications we discussed above.
If you’re a little earlier in your journey, there may be some stages that you need to go through first before you can make the career switch. Luckily, there are plenty of free resources out there to help you upgrade your skills – whether ServiceNow or otherwise.
If you want to find out more check out our recent deep dive into ServiceNow University. In the meantime, happy learning!