What are the top skills in ServiceNow?

To succeed in a ServiceNow career, there are several key skills you should develop. These skills span technical expertise, platform-specific knowledge, and general IT and business process management competencies. Here are the top skills for working with ServiceNow:

1. JavaScript Proficiency

• Why It’s Important: JavaScript is the primary language for both client-side and server-side scripting in ServiceNow. Having strong JavaScript skills allows you to create custom scripts, automate processes, and develop custom applications.
• Usage: Client Scripts, Business Rules, UI Actions, GlideRecord queries, and Script Includes.

2. ServiceNow Platform Expertise

• Why It’s Important: Deep knowledge of the ServiceNow platform, including its core modules (ITSM, ITOM, HRSD, etc.), is essential to customize and extend the platform effectively.
• Usage: Configuring workflows, customizing the Service Catalog, managing the CMDB (Configuration Management Database), and using ServiceNow’s out-of-the-box functionality.

3. ITIL/ITSM Process Knowledge

• Why It’s Important: ServiceNow is heavily aligned with ITIL (Information Technology Infrastructure Library) best practices. Understanding ITIL concepts helps you manage and automate IT services effectively.
• Usage: Implementing and optimizing processes like Incident Management, Problem Management, Change Management, and Service Request Management.

4. Workflow and Automation Skills

• Why It’s Important: ServiceNow is a workflow automation platform, so the ability to design, implement, and optimize workflows is crucial.
• Usage: Using the Flow Designer and Workflow Editor to automate approval processes, task assignments, notifications, and service fulfillment.

5. GlideRecord API Proficiency

• Why It’s Important: The GlideRecord API is essential for querying and manipulating records in ServiceNow’s database. Mastering GlideRecord allows you to create powerful scripts that interact with the data stored in ServiceNow tables.
• Usage: Writing server-side scripts to query, update, delete, or manipulate records in any ServiceNow table.

6. Integration Skills (REST/SOAP APIs)

• Why It’s Important: Many organizations use ServiceNow as a hub for IT and business operations, which requires integrating it with other platforms. Understanding REST and SOAP APIs enables you to connect ServiceNow to external systems.
• Usage: Building Scripted REST APIs, integrating with third-party systems (e.g., Salesforce, AWS, Slack), and handling API authentication using OAuth or Basic Auth.

7. ServiceNow Configuration and Administration

• Why It’s Important: Basic configuration skills, like creating users, roles, and access controls, are essential for administrators and anyone managing the platform.
• Usage: Setting up roles and groups, configuring UI components (forms, lists), managing security using ACLs (Access Control Lists), and configuring system properties.

8. Custom Application Development

• Why It’s Important: ServiceNow allows users to build custom applications on top of the platform. Knowing how to design, develop, and deploy custom apps can significantly expand ServiceNow’s functionality.
• Usage: Using ServiceNow Studio to build new apps with custom tables, fields, and workflows, and developing custom user interfaces with ServiceNow’s UI framework.

9. Performance Analytics and Reporting

• Why It’s Important: ServiceNow’s Performance Analytics module allows you to monitor and report on key business metrics. Understanding how to create meaningful reports and dashboards helps deliver insights to management.
• Usage: Building real-time reports, creating custom KPIs (Key Performance Indicators), and setting up dashboards for different stakeholders to track performance metrics.

10. CMDB Management Skills

• Why It’s Important: The Configuration Management Database (CMDB) is a core part of ServiceNow for tracking IT assets and their relationships. Understanding how to manage the CMDB is crucial for IT Operations Management (ITOM).
• Usage: Managing Configuration Items (CIs), ensuring data integrity, and using ServiceNow Discovery and Service Mapping to automatically populate the CMDB.

11. Security and Access Control (ACLs)

• Why It’s Important: Managing security within ServiceNow is vital to ensure that only authorized users can access sensitive data or perform critical actions. Understanding Access Control Lists (ACLs) is key to controlling permissions.
• Usage: Configuring roles and access controls to protect sensitive data and implementing role-based permissions for different user groups.

12. Problem-Solving and Debugging Skills

• Why It’s Important: As a ServiceNow developer or administrator, you’ll frequently need to troubleshoot issues, optimize performance, and debug scripts. Strong problem-solving skills help in resolving these challenges efficiently.
• Usage: Debugging scripts using tools like gs.log(), identifying performance bottlenecks, optimizing queries, and fixing broken workflows.

13. Communication and Collaboration

• Why It’s Important: ServiceNow implementations involve collaboration between IT teams, business stakeholders, and developers. Strong communication skills are critical for gathering requirements, explaining technical concepts, and ensuring the platform aligns with business needs.
• Usage: Collaborating with cross-functional teams, presenting solutions, and working closely with stakeholders to ensure successful project delivery.

14. Agile Project Management Skills

• Why It’s Important: ServiceNow development often follows Agile methodologies, requiring familiarity with sprint planning, backlog grooming, and iterative delivery.
• Usage: Participating in scrum meetings, managing stories and tasks in Agile Development environments, and delivering incremental updates in short cycles.

15. ServiceNow Certifications

• Why It’s Important: Earning certifications validates your expertise and can help you stand out in the job market. Common certifications include:
  • ServiceNow Certified System Administrator (CSA)
  • ServiceNow Certified Application Developer (CAD)
  • ServiceNow Certified Implementation Specialist (CIS) for ITSM, HRSD, or ITOM.

Conclusion

To excel in ServiceNow, you need a blend of technical skills (like JavaScript, GlideRecord, and API integration), platform-specific expertise (like ITIL processes and CMDB management), and soft skills (such as communication and problem-solving). Developing these skills will help you become proficient in customizing, administering, and optimizing ServiceNow to meet business needs.