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The Ultimate Guide for Hiring ServiceNow Developers
With the rising demand for scalable IT solutions, hiring skilled ServiceNow developers is more competitive than ever. To secure the best talent, focus on developers who excel in software asset management, process automation, and problem-solving. But how do you identify and hire these top-tier experts?
We screen over 2.2 million applicants annually, selecting only the top 1% to offer clients thoroughly vetted ServiceNow developers. In this hiring guide, we share insights on the key technical and soft skills to look for and the right questions to ask, so you can hire developers who will drive your business forward.
Before you start hiring
Project or Team Requirements
Before hiring, make a list of any key competencies required for your project. Do you need expertise in ServiceNow IT Service Management (ITSM)? Knowledge of automation using Flow Designer? Or experience with platform development and integrations? Clarifying these technical needs upfront helps you attract candidates with the right experience and skill set.
Timeline and Budget
Establish clear expectations for project timelines and budgetary constraints. If your budget is tight, but you need advanced ServiceNow capabilities like ITOM or custom integrations, focus on developers with a track record of efficiently delivering high-impact solutions. If you need a quick rollout of a ServiceNow module, prioritize candidates who can work within compressed timelines while still delivering high-quality outcomes.
Niche Experience in ServiceNow
Developers with niche experience can be the difference between a smooth implementation and costly setbacks. If you're working with complex modules like HR Service Delivery or Security Operations, it’s crucial to hire ServiceNow specialists with deep, hands-on knowledge in those areas. Their specialized skills allow them to handle the specific challenges and intricacies of your project with precision.
Collaborative Mindset
ServiceNow projects often span multiple departments, requiring developers to collaborate across teams like IT operations, HR, and finance. Integrating ITSM with HR Service Delivery requires clear communication between teams. Look for developers with experience working across departments for smooth collaboration and alignment with business goals.
Communication Skills
Clear communication helps an expert ServiceNow developer clearly document platform configurations and custom workflows. A skilled developer not only configures modules like Incident and Change Management but also creates documentation for long-term platform management. Strong communication also helps explain technical setups to non-technical stakeholders.
11 Skills Every ServiceNow Developer Should Have
When you hire a ServiceNow developer, it’s not just about technical expertise. While mastering the platform is essential—like custom scripting, ITSM, and third-party integrations—the best developers also bring efficiency and communicate effectively across teams.
They understand your wider tech stack and stay ahead of the latest trends to keep your organization competitive. Below, we outline the key hard and soft skills that set top-tier ServiceNow developers apart.
Technical Skills to Look for in Your Ideal ServiceNow Developer
1. ServiceNow Platform Expertise
An experienced ServiceNow developer has deep knowledge of the ServiceNow platform architecture, particularly its ServiceNow Scripting Engine. They’re skilled at creating custom solutions using ServiceNow Studio, including custom apps, portals, and integrations. Developers should also have experience using Flow Designer and UI Builder to automate workflows and build intuitive user interfaces.
2. Scripting and Customization
ServiceNow's strength lies in customization, so developers must be highly skilled in JavaScript and ServiceNow’s Glide API. This means writing custom business rules, client scripts, and UI policies to enhance platform functionality. Look for candidates who’ve mastered Script Includes to create reusable, modular code and who can handle Asynchronous Processing with tools like GlideAjax to improve performance, especially in large-scale environments.
3. Integration Skills
Proficiency with REST and SOAP APIs for external integrations is a must for seamless integration. To automate processes between ServiceNow and other platforms, developers need expertise in IntegrationHub. They should also have experience with OAuth and SSO (Single Sign-On) for secure authentication.
4. Configuration Management Database (CMDB)
A skilled ServiceNow developer knows how to manage and optimize the CMDB and make sure that all configuration items (CIs) are up-to-date, accurate, and useful. They should be able to implement automated discovery tools (e.g., Service Mapping) to maintain real-time updates and monitor the health of the CMDB through CI relationship mapping.
5. Experience with ITIL and ITSM
A strong foundation in ITIL and ITSM allows ServiceNow consultants to optimize modules like Incident, Problem, and Change Management. By aligning IT processes with industry best practices, they help streamline operations and improve overall service delivery across your organization.
6. Knowledge of Scoped Applications
Great ServiceNow developers create and manage scoped applications, so that custom apps align with business requirements while remaining isolated from core system updates. This approach prevents interference with out-of-the-box functionality and helps build enterprise-grade solutions that maintain system stability.
7. Reporting and Dashboards
ServiceNow’s reporting capabilities are critical for operational visibility across different industries. The ideal developer should have experience in building custom reports and dashboards using Performance Analytics to provide actionable insights. When you hire a ServiceNow developer, look for expertise in customizing widgets on ServiceNow’s dashboard to meet specific business needs.
Soft Skills to Look for in Your Ideal ServiceNow Developer
8. Problem-Solving Skills
Quick, effective problem-solving is key to maintaining operational efficiency and minimizing downtime. A talented ServiceNow developer can tackle complex workflow automation and system integration challenges with precision and speed. This includes identifying and resolving issues with ServiceNow modules, troubleshooting platform configurations, and integrating it with third-party tools.
9. Conflict Resolution
Effectively resolving conflicts is essential for a ServiceNow developer. This is especially true if they work on cross-functional teams, where differing opinions may arise on platform usage, configurations, or workflows. Developers who can quickly mediate disputes and find mutually beneficial solutions enhance team collaboration.
10. Leadership
Leadership is a valuable skill for ServiceNow developers, who are often responsible for guiding teams through complex projects. This may mean leading a team of developers or collaborating with IT and business stakeholders. Either way, a developer with strong leadership skills inspires confidence, set clear goals, and drives successful ServiceNow implementations that align with organizational objectives.
11. Creativity
Creativity is important for a ServiceNow developer when designing innovative solutions that improve workflow efficiency and user experience. Whether it’s developing custom applications or finding creative ways to automate processes, a developer who thinks outside the box can maximize the potential of the ServiceNow platform.
8 Questions to Identify Top ServiceNow Developers
When interviewing ServiceNow developers, it's important to ask questions that first assess the candidates' technical skills and knowledge. Employers will also usually conduct a coding test to further assess specific on-the-job knowledge.
The following set of questions aims to uncover not only the developer's technical knowledge but also their problem-solving abilities, teamwork, communication skills, and adaptability—all crucial traits for success in a collaborative environment.
Here are a few examples of technical interview questions to ask a ServiceNow developer:
1. How do you handle version control and deployment of customizations in ServiceNow, especially when working with a team?
I use update sets for version control in ServiceNow. I make sure that each set is scoped to a specific task or project. In larger teams, we coordinate by ensuring no overlapping update sets. We also regularly sync across environments to avoid conflicts. Plus, I thoroughly document any customizations, so when it’s time to deploy, I’m confident that the necessary changes are captured.
2. Can you describe how you approach debugging Client Scripts and Business Rules in ServiceNow?
For Client Scripts, I use the browser’s developer console. I use this to log output and inspect errors during form load or field changes. For Business Rules, I use the ServiceNow Debug Business Rule tool. I use this to step through code execution and inspect variable values. I also use logging with gs.log to track down any issues in the server-side logic.
3. How do you ensure that ACLs are properly configured to meet security and compliance requirements?
I make sure ACLs are properly configured by reviewing the specific roles required to access certain data. I also apply conditions or scripts that limit access to only those who need it. For example, I’ve worked on projects where I had to set up field-level ACLs to restrict access to certain HR data fields. And I had to do this while keeping the rest of the record visible to non-HR users.
4. How would you approach implementing a Customer Service Management (CSM) solution on ServiceNow?
I would begin by conducting a thorough assessment of your existing infrastructure, digital workflows, and business processes. I’d then begin designing workflows that streamline customer service processes and integrate them with other systems, like your CRM or ERP. Together, these systems provide a holistic customer experience. I’d also prioritize security and user permissions to ensure proper access control throughout the system.
5. How do you handle conflicting priorities when working with different departments on a ServiceNow project?
This question assesses the candidate's ability to work cross-functionally and balance different business requirements. This is a common scenario in ServiceNow projects where multiple teams rely on the platform for various processes.
6. ServiceNow projects can change quickly. How do you adapt quickly and keep stakeholders on board?
This question tests adaptability and stakeholder management. It reveals how the candidate handles evolving priorities while maintaining project quality and stakeholder confidence.
7. How do you explain complex ServiceNow solutions to non-technical team members?
Clear communication is essential when dealing with non-technical stakeholders. This question shows how the candidate can simplify technical concepts and support understanding across different teams.
8. ow do you handle concurrency issues in a multi-threaded back-end system?
ServiceNow projects often face pushback from users or departments hesitant to change. This question gauges the candidate’s ability to navigate interpersonal challenges, build trust, and lead others through change management processes.
FAQ
How do certified ServiceNow consultants help address integration challenges with our existing tech stack?
Certified ServiceNow consultants are skilled at integrating ServiceNow with your wider tech stack, such as CRM systems, HR platforms, or security tools. They help data flow across platforms to minimize operational silos and improve overall productivity. By addressing integration pain points early on, they help avoid the common issue of disconnected workflows that can hinder performance.
What should I expect when hiring ServiceNow developers to optimize our ITSM processes?
Hiring experienced ServiceNow developers allows your company to fine-tune ITSM processes, such as incident, problem, and change management. They customize the ServiceNow platform to align with your business's unique IT requirements, which streamlines service delivery and reduces downtime. This results in a measurable improvement in response times and IT productivity.
How can ServiceNow developers improve our reporting and analytics to drive business decisions?
ServiceNow developers with expertise in Performance Analytics can create custom dashboards and reports tailored to your company’s KPIs. They provide actionable insights from real-time data, so your leadership team can make informed decisions that improve productivity and efficiency across departments. This level of insight is essential for scaling operations effectively.
How do ServiceNow developers help address compliance and security concerns in our company?
Experienced ServiceNow developers configure modules like SecOps (Security Operations) to meet industry-specific compliance standards and ensure data protection. By implementing best practices for access control, monitoring, and security alerts, they safeguard your company’s sensitive information and help you avoid the risks associated with non-compliance and security breaches.
What should we prioritize when hiring ServiceNow developers for a multi-department implementation?
For a multi-department implementation, hiring developers who have experience across different industries is crucial. They will understand how to customize workflows for HR, IT, finance, and other departments, to boost each business unit’s productivity. This reduces the friction between teams and optimizes the overall system performance.
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