Starting a ServiceNow Team – What Should We Get Right Early?

[AdnanB_]

Hi all,

We’ve recently started building a small ServiceNow capability team (7 people, structured roles – BA, admin, TPM, developer), currently in early training and certification phase.

Our goal is to grow into a reliable delivery partner over time.

I’d be interested to hear from more experienced ServiceNow practitioners and partners:

– Where do you typically see the biggest bottlenecks in delivery teams?
– Which roles are hardest to scale or find?
– What do you wish junior teams understood earlier?
– How do smaller or emerging teams typically get their first real exposure to projects or delivery environments?

Appreciate any insights from the community.

[Dr Atul G- LNG]

Hi @AdnanB_ 

I’m writing this as a platform owner and would be happy to hear thoughts from more experienced ServiceNow practitioners and partners as well

1. Where do you typically see the biggest bottlenecks in delivery teams?
Atul: BA/BPC roles are often not readily available, yet they are the front face for clients. The knowledge they hold is very important.

2. Which roles are hardest to scale or find?
Atul: It’s hard to say definitively, but BA/BPC and Architects are critical as they work closely together. They need strong product knowledge and experience to effectively support the platform. It’s not always about certifications—the right mindset and understanding of how to help customers matters more.

3. What do you wish junior teams understood earlier?
Atul: Learn the fundamentals properly. Don’t assume or skip basics. Coding skills (JavaScript) are important here, and understanding processes—how different modules and workflows function—is essential.

4. How do smaller or emerging teams typically get their first real exposure to projects or delivery environments?
Atul: Be open to challenges. Saying “I can’t do it because I haven’t worked on it before” won’t help. Team effort and willingness to learn make it possible.

[Tanushree Maiti]

Hi @AdnanB_ 

From my experience:

Where do you typically see the biggest bottlenecks in delivery teams?
Currently, one of the biggest bottlenecks is finding experienced and efficient resources. Skilled team members often become critical dependencies, which can slow down project delivery. Additionally, Business Analysts should have strong communication and stakeholder management skills to ensure requirements are clearly understood and aligned, minimizing the risk of escalations.

Which roles are hardest to scale or find?
At the moment, the most difficult roles to hire and scale are experienced CMDB specialists, Discovery experts, senior ServiceNow developers, and Solution Architects.

What do you wish junior team members understood earlier?
I wish junior team members gained a better understanding of the end-to-end project lifecycle earlier in their careers. Understanding how requirements, design, development, testing, deployment, and support fit together helps them make better decisions and contribute more effectively.

How do smaller or emerging teams typically get their first real exposure to projects or delivery environments?
Many professionals gain their initial hands-on experience through freelancing, personal projects, or small consulting engagements. This practical exposure helps them build confidence, develop problem-solving skills, and gain the real-world experience needed to transition into larger ServiceNow projects and delivery environments.