ServiceNow started life as a help desk tool. Today it runs IT service management, HR service delivery, security operations, customer service and a growing list of AI workflows in some of Australia’s biggest organisations. The platform grew up fast. The talent pool did not quite keep pace. 📈
Why ServiceNow people are hard to find
- Platform breadth: ITSM, ITOM, HRSD, CSM, SecOps, IRM and more. Very few people are strong across all of them.
- Twice-yearly releases: skills date quickly if people are not hands-on.
- Government and banking demand: large Australian programs keep experienced people booked well in advance.
- Partners hire aggressively: implementation partners often recruit the same people you want.
The roles you are likely to need
- ServiceNow Developer: scripting (JavaScript, Glide), Flow Designer, Integration Hub, Service Portal and UI Builder
- ServiceNow Administrator: day-to-day platform care, upgrades, access and catalogue management
- Technical Consultant or Business Analyst: module expertise in ITSM, HRSD or CSM, and strong workshop skills
- ITOM Specialist: Discovery, Service Mapping, Event Management and CMDB health (the CMDB is where good intentions go to die if nobody owns it 😅)
- Platform Owner or Architect: roadmap, governance, licensing and the courage to say “no” to a fifth custom app
What to test in interviews
- Upgrade experience. Ask about the last upgrade they ran and what broke. Everyone has a story.
- Customisation discipline. Good ServiceNow people configure first and customise last.
- CMDB thinking. Ask how they would improve data quality. Silence is a warning sign.
- Certifications that match the module. CSA is the baseline. CIS certifications for the module you run matter more.
Keeping them once you have them
Hiring ServiceNow talent is half the battle. Retention is the other half.
- Give them interesting work. Nobody stays to update catalogue items forever.
- Fund certifications and Knowledge conference time. It is cheaper than replacing them.
- Protect them from ticket overload. Your best developer should not be your busiest support analyst.
- Show a path to architect or platform owner. Career growth beats a free lunch.
Contract, permanent or both?
For implementations and module rollouts, contractors bring speed and recent experience. For platform ownership, a permanent core keeps knowledge in the building. A blended team is usually the sweet spot.
👉 Tell us which ServiceNow modules you run and we will share vetted profiles that match, typically within 24 to 48 hours.
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