This article explores what makes a professional ServiceNow (also known as ServiceNow Consultant), their responsibilities, skills, education and career paths. If you are looking to better understand this profile that is so sought after in the IT market or are considering investing in this area, keep reading. 4MATT, a specialist recognized as the best ITx ServiceNow partner in Latin America, will be able to support you on this path to becoming a ServiceNow consultant.
Who is a ServiceNow professional?
A ServiceNow professional is an expert in the administration, development, and customization of the ServiceNow platform. In companies of all sizes, this consultant acts as a link between business processes and technology, creating automated flows, integrating systems, and delivering tailored solutions. They are not necessarily developers, but rather someone who plans, implements, customizes, and optimizes solutions for the platform.
Companies that seek excellence in IT Service Management (ITSM), IT Asset Management (ITAM), Configuration Management Database (CMDB) and in the implementation of the Common Service Data Model (CSDM) count on this specialist to ensure that processes are aligned with the best market practices, driving efficiency and innovation.
ServiceNow Consultant: what does he do in practice?
The main responsibilities of the ServiceNow consultant cover a strategic range of activities essential for digital transformation:
- Requirements Analysis (process consultant or BPC): Understand the client's needs in depth, such as their workflows and administrative routines, to configure the platform in a personalized and efficient way.
- ServiceNow Implementation: Install and configure essential modules such as ITSM, ITAM, CMDB, CSM (Customer Service Management) and HR (Human Resources), in addition to structuring the CSDM.
- Development and customization: Create workflows, scripts using JavaScript and platform resources, integrations and customized reports, adapting the platform to the specific needs of the business. This includes designing and developing customized applications, as well as creating forms, reports and dashboards tailored to the client's needs.
- Integration development: Develop integrations via REST/SOAP APIs, web services and other methods to connect legacy systems and optimize data flow.
- Organizational change management: Support the company in the transition of processes, ensuring the adoption and success of the new solutions implemented.
- Training and support: Empower internal teams to use the platform with maximum efficiency, promoting autonomy and improving daily operations, in addition to providing technical support and responding to incidents related to the platform.
- Monitoring and maintenance: Monitor performance, apply patches/upgrades and keep the platform stable and secure, reviewing code and ensuring good practices.
- Documentation: Document all implemented solutions for future reference and maintenance.
These roles make the ServiceNow specialist a critical link between your company's technology, processes, and business strategy.
A typical day in the life of a ServiceNow consultant
In the daily routine, the ServiceNow consultant performs a series of dynamic activities:
- Meets with stakeholders to map business needs.
- Converts requirements into detailed technical specifications.
- Create prototypes, scripts and workflows.
- Integrates external platforms.
- Performs tests (unit, integration, UAT – User Acceptance Test).
- Deploys solutions in production environments.
- Train users and monitor performance during the first few days post-implementation.
This workflow is constantly improved by developers who build forms for incidents, flows for processing and scripts that support business rules, ensuring the full functionality of the platform.
How important is a ServiceNow consultant for ITAM, CMDB and CSDM?
In the context of IT Asset Management (ITAM), the professional is essential to guarantee the precise control of IT assets, minimizing risks, optimizing costs and increasing compliance.
Already for the CMDB (Configuration Management Database), its performance ensures that all configuration items are always up to date, reliable and perfectly integrated. This offers a holistic and strategic vision of the IT environment, essential for assertive decision-making and for the health of the infrastructure.
And crucially, the ServiceNow consultant is essential in implementing the Common Service Data Model (CSDM). O CSDM provides a standardized structure to model services and their relationships in ServiceNow, ensuring that the data in CMDB are coherent, understandable and reflect the reality of the business. With a well-implemented CSDM, your CMDB becomes a reliable source of truth, driving the efficiency of all service management processes.
Technical and behavioral skills
To excel as a ServiceNow professional, you need to strike a balance between hard skills and soft skills:
Hard skills (Technical Skills)
- Proficiency in JavaScript, Glide Scripting, HTML/CSS.
- Knowledge of REST/SOAP APIs for integrations.
- Familiarity with the platform structure: ITSM, CMDB, App Engine, workflows and Business Rules modules.
- Ability to configure instances, manage patches, updates, and user permissions.
- Experience with testing (QA/UAT) and code review.
Soft skills (Behavioral Skills)
- Clear communication: Essential for translating complex technical requirements into business language and vice versa.
- Collaboration: Ability to work effectively with multidisciplinary teams.
- Problem solving and analytical thinking: To identify challenges and develop efficient solutions.
- Organization: Essential for managing multiple projects and tasks simultaneously.
- Continuous learning: Keep up to date with the platform's constant updates and innovations, especially with built-in AI.
Recommended training and certifications for a ServiceNow professional
While a degree in computer science is not required, a background in IT or related fields adds value to working as a ServiceNow professional. However, certifications from ServiceNow itself are essential differentiators:
- Certified System Administrator (CSA) – the basis for those starting out on the platform.
- Certified Application Developer (CAD) – for those looking to work with advanced development.
- Certified Implementation Specialist (CIS) – for certifications of specific modules such as ITSM, ITOM, HRSD, CSM, etc. – ideal for specialization.
- Hands-on training: Having a free developer instance on Now Learning is crucial for practice.
Career: How to become a ServiceNow consultant?
For those looking to learn how to become a ServiceNow consultant, the path involves dedication and continuous development, and now, with a great incentive: ServiceNow University it's free!
- Study the fundamentals of the platform: Start by installing a free developer instance to practice and familiarize yourself with the environment.
- Take official courses: Enjoy the ServiceNow University Free to obtain the certifications Certified System Administrator (CSA), Certified Application Developer (CAD) and Certified Implementation Specialist (CIS), as well as other advanced training.
- Practice with real projects: Simulate automations, integrations, and reports to apply knowledge and develop your skills.
- Join the ServiceNow Community: Engage in forums, meetups and study groups to exchange experiences and expand your network of contacts.
- Apply for vacancies: Seek your first job or a junior position with ServiceNow partners or customers to gain hands-on experience.
- Keep yourself updated: The IT market is dynamic. Stay up to date with the latest developments, especially in areas such as Artificial intelligence, automations and the latest platform best practices.
O ServiceNow consultant salary It varies depending on experience, certifications and seniority, but it is, without a doubt, one of the most promising and valued careers in the corporate IT market.
Why invest in a career as a ServiceNow professional?
Investing in a ServiceNow professional’s career is a strategic decision with significant returns. A few key factors justify this investment:
- High global demand: There is a growing demand for experts capable of automating IT and business operations in companies of all sizes.
- Competitive salaries: Specialization in the platform guarantees remuneration above the IT market average, with potential for rapid growth.
- Real business impact: ServiceNow professionals work on transformative projects that have a direct impact on company results, optimizing processes and increasing efficiency.
- Stimulating environment: The platform is constantly evolving, with the use of innovative technologies such as artificial intelligence and automation, offering a continuous learning environment.
- Professional and international growth: The skills acquired are valued globally, opening doors to diverse opportunities for growth and work in different countries.
Career development
A ServiceNow consultant's career path offers multiple paths for growth and specialization, allowing professionals to follow the path that best aligns with their interests and skills:
- Technical Specialist: Deep dive into specific platform modules, such as ITSM, HRSD (Human Resources Service Delivery) or ITOM (IT Operations Management).
- Solution Architect: Responsible for defining standards, designing complex integrations, and developing the architectural strategy for ServiceNow solutions.
- Project or Program Manager: Leadership and management of major platform initiatives and implementations, ensuring delivery within scope, time and budget.
- Senior Consultant / Team Leader: Experience in managing multiple project fronts, mentoring junior professionals and providing technical and strategic guidance to the team.
- AI Engineer on the platform: A recent trend that involves leveraging ServiceNow's analytics tools and AI agents to optimize processes and create innovative solutions.
Benefits of hiring a ServiceNow consultant
Companies that invest in ServiceNow Consulting guarantee significant returns and a more robust IT operation:
- Projects implemented correctly: Avoids rework and ensures adherence to best practices from the start.
- Greater adherence to frameworks such as ITIL and CSDM: Optimizes processes and increases the maturity of service management.
- Faster Return on Investment (ROI): Specialist expertise accelerates platform value delivery.
- Continuous improvement in IT processes: A strategic partner to evolve and adapt your operation.
How 4MATT stands out in ServiceNow consulting
THE 4MATT and reference in ServiceNow consulting in Brazil. With dozens of successful projects delivered, our highly qualified and certified team has been working since the initial diagnosis to post-implementation support, with a clear focus on results:
- Efficient ITAM strategy
- Robust CMDB governance and CSDM structuring
- ITSM, CSM and HR implementations
We work with agile methodologies and the best market practices to deliver high-value projects that truly transform our clients' operations.
Conclusion
To know What does a ServiceNow consultant do? It is essential to understand how this specialist directly contributes to the success of complex projects. ITAM, CMDB, CSDM and ITSM. The role of ServiceNow Professional is strategic for companies seeking agile digitalization and intelligent management of IT, security, customer service, HR and compliance. Their technical profile combined with analysis and communication skills makes this professional a key player in any digital transformation initiative.
Investing in training, recognized certifications and real-world practice makes it possible to build a solid, well-paid career full of growth opportunities. Counting on experienced partners like 4MATT ensures tangible results, mitigating risks and increasing the maturity of your company's service management.
Need support with ServiceNow? Talk to 4MATT – we are experts in ServiceNow, ITAM and CMDB, with customized solutions for your company.