Technology and business are increasingly intertwined in every organization’s life. One system that facilitates this collaboration is the ServiceNow platform, which initially served as a simple incident reporting system for IT incidents. Over time, it has evolved into a comprehensive tool that handles and automates ITSM, HR, SecOps, and CSM processes. Operating in the cloud, its flexibility allows integration with various other platforms (e.g., Workday or SAP) and customization of individual elements to meet unique needs.
ServiceNow provides opportunities for experienced programmers and individuals with diverse skills. Numerous development paths exist, including business analysis, solution design, or consultancy on specific implementation projects.
This article will focus on the role of a ServiceNow administrator and address the question posed in the title.
ServiceNow administrators – who are they?
Working with a ServiceNow instance doesn’t end with its launch. Implemented projects and solutions require ongoing maintenance, often entrusted to a platform administrator. Their responsibilities may include:
- environment updates,
- configuration of specific elements,
- error detection and repair,
- simple modifications.
Thanks to the Low-Code/No-Code approach, individuals can work on a ServiceNow instance without programming skills.
Many modules have built-in configurators that guide users step by step through making desired changes. Extensive process automation minimizes the risk of errors during changes. Some modules, such as the UI Builder or Flow Designer, operate on a Drag & Drop basis, making the work with the platform simple and enjoyable. However, gaining a basic understanding of JavaScript, which many modules and applications rely on, is advisable over time.
A good ServiceNow administrator – or what kind of administrator?
Being a ServiceNow administrator is the initial phase of an intriguing technical journey with the platform, presenting prospects for ongoing growth and advancement. However, individuals aspiring to this role should possess several competencies that will undoubtedly ease the initial workload, including:
- ability to define new processes and customize them in the system,
- skill in using and drawing conclusions from analytical tools (e.g., dashboards),
- understanding the functioning of knowledge bases, service catalogs, or the automation of complex business processes,
- general knowledge of major systems integrated with ServiceNow (e.g., Workday, SAP, or CloudPay).
Soft skills are also crucial for effective collaboration with other teams:
- adaptability to quickly assimilate new information about changes on the platform,
- openness to frequent interpersonal contacts to understand the needs of different audience groups and translate technical issues most understandably,
- organizational skills and the ability to maintain order in the system, e.g., configuration lists, update sets, etc.,
- analytical thinking to comprehensively understand the problem and design the best solution using available resources (e.g., technical documentation).
Development in the role of ServiceNow administrator
Describing a definitive path to start a ServiceNow adventure as an administrator is challenging. The starting point may vary depending on whether one is technically experienced or transitioning to a new field.
Typically, exposure to the platform begins as a standard end-user, and some may start as HR Agents or undergo specific training on the NowLearning platform, passing exams to obtain the ServiceNow Administrator certificate.
There are various paths, each with its pros and cons. Fundamental experience as an end-user can prove beneficial in understanding the terminology and structure of the entire system. Working as a ServiceNow administrator provides broad access to various platform functionalities, carrying significant responsibility and a good understanding of “what and how.”
When ServiceNow entered the market, it was a simple tool for handling tickets. Today, it is a multifaceted tool with dozens of modules, hundreds of applications, extensions, and functions. Instead of books, the NowLearning training platform offers a substantial catalog of training sessions, e-learning, tutorials, etc. It provides access to various learning paths that individuals can follow.
Next steps on the development path
It is advisable to specialize in a specific module and obtain additional certifications (paid exams), micro-certifications (free exams), or badges (training usually concluded with a quiz). Training often includes access to test instances, allowing the practical application of acquired knowledge and completing course tasks. Consider which module aligns with your interests and start training to expand your qualifications portfolio.
In addition to ServiceNow training, obtaining an ITIL4 Foundation certificate is highly recommended for those entering the IT market. This certification provides knowledge about best practices in managing IT services, a crucial aspect of daily work.
However, it’s essential to remember that acquiring additional certifications and undergoing more training is futile without practical experience. Look for a job where you can apply your knowledge in practice and, under the guidance of more experienced individuals, continue learning and making mistakes. Not everything will be perfect from the start, and everyone starts somewhere.
You can seek a position as a ServiceNow Administrator in a company using the tool and needing support in its maintenance or join a company involved in implementation and maintenance projects for clients. Working on various projects allows you to gain different experiences, understand other companies’ work methodologies, and learn about their system functioning requirements.
A valuable complement to ServiceNow’s training is practicing and experimenting with various system functionalities using a personal ServiceNow instance for free. This environment allows users to test and solve multiple problems freely.
Professional challenges
What challenges does a ServiceNow administrator face in their daily work? Providing a definitive answer is challenging because the role may vary depending on the organization or project. Below are some common challenges every administrator may encounter sooner or later.
External integrations
As mentioned, each instance can be integrated with the organization’s numerous external systems or tools. Implementing and maintaining these integrations can be complicated due to complex data structures. Administrators must deal with communication issues between these platforms and find the best solutions.
Instance upgrades
Twice a year, ServiceNow releases extensive updates of the entire system to improve the operation of individual modules, remove errors, and implement new functions. The administrator’s tasks include, among others:
- creating a plan for the entire update,
- monitoring the whole process,
- and testing.
Appropriate preparation for the update is the basis for maintaining the system’s efficiency.
Troubleshooting
A functioning ServiceNow instance can be likened to a living organism that requires care and responsiveness to emerging issues. Efficiently locating the source of a problem and designing an appropriate solution poses a significant challenge. Analytical skills are essential for quickly diagnosing issues in the platform’s smooth operation.
CMDB Management
CMDB (Configuration Management Database) is a database that stores information about tangible resources (e.g., computer hardware) and intangible resources (e.g., software). The administrator’s task is to manage the CMDB, which includes: properly
- adding new configuration elements,
- defining the relationships between these elements,
- and ensuring that the collected data is up to date.
ServiceNow administrator vs. job market
The demand for ServiceNow specialists is growing, making it easy to find suitable job offers. More companies are implementing ServiceNow in their organization, creating new job opportunities for administrators, developers, or architects. It’s worth monitoring job offers in Poland, Europe, and the USA. The demand for specialists is high, leading more companies to adopt remote collaboration models.
This is also reflected in the salary level for this position. Factors influencing salary include:
- accumulated certifications from specific modules,
- professional experience,
- programming skills,
- knowledge of foreign languages,
- form of collaboration (B2B / Contract of Employment),
- organization size.
Summary
Working as a ServiceNow administrator can be an exciting beginning for individuals looking to switch to IT. This role does not require specialized technical or programming education, making it accessible to everyone. One can specialize in specific modules or become a platform developer with development. Through training and professional experience, becoming a high-class specialist is achievable.
Is it worth becoming a ServiceNow administrator and changing your career path? Absolutely – it’s an incredible adventure that offers many new experiences.
If you want to learn more about the role of a ServiceNow administrator and have the opportunity to gain your first experience with this platform at Sii, join our training, which will prepare you for the exam and perform this function.
See you on board! 😊
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