The 6 types of Developers and Contributors on the ServiceNow Platform

[Daniel Pettet]

This article provides insight into development personas that can be utilised in ServiceNow platform development. This ranges from maintainers doing simple and quick fixes (which is tempting to do straight on a productive system) to citizen development roles and pro coders.

The development personas are listed from lowest risk and impact to most most risk and impact when making changes.

1. Citizen Developer - Maintainer

• Typically manages support requests to make quick and minor adjustments.
  • Eg, update catalog item names and descriptions
• Usually popular with "lines of business" stakeholders, service owners, product owners etc. These roles are generally interested in quick changes to the platform without jumping through various "admin overhead" and "red tape" barriers
  • They are also keen to reduce the overall load on the core development team and thereby enable the core team to focus on bigger and more important changes
• Generally has (and requires) very little understanding and training on how the ServiceNow platform works including process, Ux, development and deployment systems.
  • Generally has (at least) a basic understanding of the process and configuration they will be changing.
• Makes changes with the native/backend UI
• Is highly restricted in the changes they can make
  • Can only make changes to approved config records and fields based on an approved risk matrix.
  • May occasionally be making changes in the context of a controlled change request or problem record

2. Configurator

In addition to above, this role:

• Typically supports changes across all elements of the platform that require "no code" or "low code" solutions
  • Low code solutions would most likely include re-using known code snippets or fixing typos or references in scripts.
  • They generally do not script/code but have the basic training and understanding to do so
  • In a mature organisational and platform setup, they will often be restricted to which application scopes they can access and modify
• They generally have the admin role but also appropriate training to not change things that are beyond their capability and experience level.
• They are usually certified system administrators and have completed appropriate fundamentals training

3. Citizen Developer - App Builder

In addition to above, this role:

• Is able to create apps from scratch using Platform capabilities such as "UI Builder" and "App Engine Studio" and "flow designer"
• They typically try to create logic and solutions using "no code" type configuration.
  • They leverage additional resources when complexity increases and scripting is required.
• They rely on "core developers" and architectural support to verify their approach, process proposal and technical solution
• In a mature organisation, they do not require approval to start building an application BUT will often require approval to release their application. This promotes a "rapid prototyping" culture and culture of innovation.

4. App Builder & Coder

Also known as a "core developer", in addition to above, this role:

• Has completed all appropriate fundamentals training and specialist training for the area of the platform they are supporting
• Is trusted to work across any configuration across the platform at any level*
• Can build and configure entire apps and integrations from scratch*
• Is highly skilled in bug fixing and troubleshooting practices
• Is familiar with best practices and principles for the ServiceNow platform AND general development standards.

* Often leveraging pro coders and SMEs as complexity increases

5. Technical Tooling Architect

In addition to above, this role:

• Focuses on re-usable components for all platform contributors
  • Eg, creates easy to use macros and code snippets that "Configurators" and other roles above can make use of
  • Eg, custom ATF test steps
  • Eg, IntegrationHub spokes
  • Eg, code checkers (or Instance Scan definitions)
• Is familiar with creating IntegrationHub spokes for easier workflow and integration management
• Is familiar with defining and building APIs (eg, REST, Soap etc.)
• Is highly skilled in creating Script Include wrappers and utilities or client side frameworks. These enable other developers to reduce complexity and redundancy
• Is highly familiar with modular frameworks, encapsulation, inheritance, abstract classes and other programming concepts and how they apply in ServiceNow

6. Pro Coder

In addition to above, this role:

• Can turn wine into water...
• Can support almost any challenge on the platform
  • Relying on SMEs where knowledge or experience gaps exist
• Can build frameworks, complex systems, monitoring tools and many more things*
• Can evaluate performance concerns, risky development and support risk minimisation strategies (via smart and simple solutions)
• Can manage and support complex migrations both from external systems and within internal or legacy solutions on the ServiceNow platform

* You do NOT necessary want these things on the platform as it increases customisation and complexity BUT if the business need is high (and risk accepted), then best build them with a pro coder AND ensure that maintenance is easy. Ie, can be done by a "Configurator" type persona.

Sample Dev Scenarios

Scenario / Config	Minimum Required Level
Modify catalog item meta data Modify default list layout (columns shown) for all users Update basic settings for integrations (eg, sys properties)	Citizen Developer - Maintainer
Modify conditions when a business rule applies Update the title of a widget rendered in the portal Modify dashboards and reports	Configurator
Provide an application to manage meeting notes Create a few tables to manage data or relationships to data	Citizen Developer - App Builder
Add new fields to an existing process Manage workflow logic for fulfilment processes Configure simple integrations	App Builder & CoderPro Coder
Create custom ATF test steps Define API end points Create re-usable code snippets Define health and scanning checks	Technical Tooling Architect
Create new completely new widgets  Debug performance issues with forms loading Create a framework to manage continuous deployment (CI/CD)	Pro Coder

Practical Application

An immature organisation often just has the "Dev" or "App Builder & Coder" role. The expectations are high and the team is often overwhelmed with many different types of requests.

An improvement on this setup includes both the "App Builder & Coder" and "Pro Coder" roles. The pro coders generally take team lead roles, have a decent level of experience and oversee and review work being delivered. 

Often the "Citizen Developer - Maintainer" and "Contributor" roles are combined due to lack of both resources and need to split these roles. As many customers are concerned with the term "Citizen Developer", the common group managing these duties is simply labeled "Operations & Support" and they fulfil rudimentary tasks on the platform. Sometimes even directly changing configuration directly on the productive system. This is not advised.

Maturity levels

Maturity Level	Recommended Setup
Completely new to ServiceNow, new projects to be released in next 6 months	App Builder & Coder Pro Coder (and SMEs)
Initial applications released and in use, ramping up on maintenance, customisations and feature adoption	All of above and: Configurator Technical Tooling Architect
Scaling up to cover multiple departments, significant increase in demand and maintenance efforts, strong desire to promote innovation and independent, self sustaining teams	All of above and: Citizen Developer - Maintainer Citizen Developer - App Builder

Key take-a-ways

Don't just consider that there are "Devs" on the platform and the rest. Don't simply give rudimentary maintenance tasks to anyone or expect pro coder efforts from your junior members. Instead, get the best "bang for buck" and this will help increase not only efficiency but overall satisfaction throughout the team. 

Provide a structure to utilise the right resources for the right task.

Further, by focusing on simple and maintainable solutions, Technical Tooling Architects can pay off the investment many times over. They are the ones closing the gap to enable less experienced contributors to do more and with less risk. They can significantly increase overall platform health and reduce maintenance and upgrade efforts.

Continually drive and support no code solutions.

If you're going to build something complex, then ensure the right professional resources are involved and well bound by the need to deliver a solution that is easily maintainable and understood.

Complex things will last if their design is simple to support.

Further Reading

How should citizen developers enhance their learning?

Dev resources inc. no code app dev

Get Started with ServiceNow Citizen Developer Training

Manage application development on the Now Platform​

Managing application development on the Now Platform FAQ

Launch and scale citizen development on the Now Platform

[britta]

Nice analysis Daniel.