Career Transition Guidance: Moving from ServiceNow Support to a Technical Role

[TanujaL59105918]

Hi ,

I’ve been working with the ServiceNow ticketing tool for the past four years, and I now want to move my career toward the technical side. Could someone suggest what I should move into?

[Dr Atul G- LNG]

Hi @TanujaL59105918 

Greetings!!

Being a ServiceNow trainer, I'm happy to share my thoughts.

First of all, ServiceNow is not just a ticketing tool—it's much more than that. You mentioned that you've been working with ServiceNow for the last four years, but it's not clear whether your experience has been as an end user, an administrator, or a developer. That information is important.

I'm assuming you've been working as an administrator, so you should already be familiar with the basics. Based on that assumption, here are a few key suggestions for you.

It's also a great self-awareness point that you feel your JavaScript skills need improvement—recognizing that is the first step toward growth.

Here are a few tips:

1. Follow this master playlist to strengthen your JavaScript skills specifically for the ServiceNow platform. 

https://youtu.be/62Nabpb94Jw?si=FqBwRN2B8C71aYHr

 Hands on  https://developer.servicenow.com/dev.do#!/learn/courses/australia/app_store_learnv2_scripting_austra...

1. Spend at least 1–2 hours daily on the ServiceNow Community. Observe the kinds of technical questions being asked and how experienced members respond. You’ll learn a lot passively this way—and I highly encourage you to start answering questions as well. Explaining concepts to others will improve your technical thinking and deepen your understanding.

1. Explore the free courses available on the ServiceNow Developer Site. These are practical and focused, and will help you apply your knowledge directly on the platform.

2. https://developer.servicenow.com/dev.do#!/learn/learning-plans/yokohama/citizen_developer
3. https://developer.servicenow.com/dev.do#!/learn/learning-plans/yokohama/servicenow_application_devel...

Basic courses:

https://developer.servicenow.com/dev.do#!/learn/learning-plans/australia/new_to_servicenow

https://developer.servicenow.com/dev.do#!/learn/learning-plans/australia/servicenow_administrator

[TanujaL59105918]

I work as ServiceNow request fulfillment analyst. I handle service catalog task assigned to my team and My responsibilities include fulfilling user request working on service catalog task and ensure request are completed within SLA.

[Dr Atul G- LNG]

Hi @TanujaL59105918 

In this case, I assume you already have good administrator knowledge, so you can start with scripting as mentioned below.

Also, it's not just about scripting. You should build your portfolio and expand your product knowledge by learning additional ServiceNow modules such as CSM, GRC, and others. Companies are increasingly looking for professionals with expertise across multiple products, and broadening your skills will help you meet those expectations and accelerate your career growth.

[Its_Azar]

Hi there @TanujaL59105918 

Start with CSA (Certified System Administrator).

Learn scripting (JavaScript), Flow Designer, Business Rules, Client Scripts, Script Includes, and integrations (REST APIs).

Build a few hands-on projects in a Personal Developer Instance (PDI).

Once you're comfortable, pursue CAD (Certified Application Developer).