Why do I love working in ServiceNow Expert Services? It’s all about helping customers succeed

[anubhavkapoor76]

Since I published this blog, I’ve also been a guest on the Accelerate podcast. If you’d like to listen, you can find the episode in your favorite podcast app including Apple Podcasts and Spotify.

Hello everyone! I’m Anubhav Kapoor—everyone calls me Anu—and I’m a Senior Technical Consultant with ServiceNow Expert Services. Today, I want to tell you about what I do in Expert Services and how I love helping ServiceNow customers succeed.

First, a bit about myself. I’ve been working for ServiceNow since 2021, and I focus on integrating ServiceNow with other systems. I’ve been a developer for 13 years, and I’ve spent the last five years as a ServiceNow developer and consultant—first with a ServiceNow partner and then with ServiceNow. It’s a perfect job for me since technology excites me, and I also really like working with people. Even when I was a pure developer, I was always helping other developers, and becoming a consultant has really let me come out of my shell.

Working at ServiceNow is incredible, especially since I’m part of a fantastic team that always goes the extra mile to deliver great results for customers. If you haven’t heard of ServiceNow Expert Services, we provide ServiceNow implementation services. In some cases, we handle the complete implementation, and in other cases, we work with a customer’s chosen partner to provide our additional expertise. In both cases, we’re totally focused on helping customers achieve the best outcomes, and—I’m happy to report—customers really trust us to work with them to get things right.

I usually get involved in a project right at the start (although sometimes I’m also called in for advisory work to help customers solve specific problems). The very first thing I do is to get a clear understanding of the customer’s vision—what they want to accomplish, how their business works, and any challenges they currently have. It’s the same with everyone in Expert Services; you can’t help a customer succeed unless you know what success looks like for them.

Once I’ve got a handle on what the customer wants, I run workshops with the vendors the customer wants to integrate with, making sure the customer is always involved. I also work with business process consultants so that the integration fully supports the business need. Once I’ve got the requirements and technical strategy nailed down, I then put on my developer’s hat and implement the integration, working with the rest of the agile development team so everything lines up. Then it’s on to user acceptance testing, go live, and handover. I also spend a lot of time educating customers on best practices, so they’re equipped with the knowledge they need to get the most out of ServiceNow.

So, why is Expert Services so good at helping customers succeed? I often think about this. Aside from the fact that I’m part of a talented team that loves working with customers, I think it comes down to the following:

• First, we’ve got incredible expertise because we work with so many different customers and partners. We can take what we learn in one customer and apply it to another. Of course, every customer is unique, but many of them share common needs and challenges. Here’s a recent example from my own work. We had a customer who had an urgent SSO requirement, and they came to us for help. Normally, coming up with a design would have been 50 or 60 hours work, but because of my previous experience, I completed the design in an hour. I’m not trying to boast—that’s just what happens when you’re really familiar with the problem you’re trying to solve.
• Second, we have an inside edge. Because we’re part of ServiceNow, we have unique insights that make a real difference for customers. The implementation framework we use—Now Create—captures best practices from thousands of customer engagements, so we implement faster and with less risk. And, while I’ve already talked about how I’m an integration expert, I can always reach out to ServiceNow experts in other areas if I don’t have the answer myself. That’s not just in Expert Services—I can also talk to product teams. Then there’s the inside view we have of the ServiceNow product roadmap. That means that we can design and develop for the future so customers can take advantage of new ServiceNow capabilities. In fact, product teams are always running webinars for us to keep us up to date on the latest and greatest.
• Third, ServiceNow has a fantastic learning culture. It’s not all about billable hours. There’s plenty of time set aside for training, so we’re constantly growing our skills. I know my manager is always sending me on courses and really encourages me to take things to the next level. In fact, I’m planning to start on my Certified Technical Architect accreditation in the next few months, and I’m really looking forward to it.

So there you have it. I’m incredibly proud to be part of the ServiceNow Expert Services team and especially proud of the way we help customers succeed. And I’m looking forward to working with even more of you in future as we get involved in your ServiceNow implementation projects!