[Article] ServiceNow Career Secrets: Bill Martin Reveals His Top Lessons and Growth Strategies

BillMartin · 3 weeks ago

Breaking into ServiceNow can feel mysterious for newcomers and seasoned IT pros alike. In this detailed conversation, I share my real journey from manufacturing into tech, practical ServiceNow developer strategies, insights on AI, and the best tips that helped me move from unknown to known. Whether you’re starting out or plotting your next big career move in ServiceNow, you’ll find actionable ideas you can use right now.

Meet Bill Martin: My Unlikely Journey from Industrial Engineer to ServiceNow Expert

I trained as an industrial engineer—not a coder or an IT professional. When manufacturing dried up in the UK and jobs moved overseas, I had no choice but to make a hard career pivot. My heart always leaned toward building things, so technology called to me, even if I didn’t know where to start.

I had no mentors, no formal IT foundation, just a desire to build and fix. Figuring out where to begin was tough. I’d stare at a screen, stuck between fear and curiosity. Would this transition ever make sense?

The Biggest Challenges I Faced

Starting tech without an IT degree or mentor
Struggling to make sense of programming languages on my own
Adapting my manufacturing mindset to fit the logic of software development
Battling doubts around value: was I just chasing money, or could I bring something valuable to teams and customers?

How did I cope?

I paid it forward whenever I learned something—sharing freely and looking for peers in the same struggle.
I refused to get discouraged by early stumbles or the feeling of being lost.
I stayed humble, asked for help, and leaned into communities that wanted to grow together.

Looking back, I see that every detour, mistake, or unanswered question carried lessons that made me better, not just at coding, but at building value for real people.

Understanding AI and Automation in Tech: My Take

Seeing the headlines, you’d think AI might take over every job. I have a different view. Technology simply extends what we can do—think of the leap from walking to cars, then adding automation, and now, AI.

AI is built from math and data, digesting what I put in and giving new tools in return. I see AI as another ally, just like a car or a faucet. It won’t replace humans; instead, it boosts what we can do and lets us focus on higher-level tasks.

AI in the Developer World

AI Capabilities:
- Runs automations and processes information faster
- Handles repetitive logic and speeds up workflows
- Provides head starts in scripting and makes coding less painful
AI Limitations and Human Role:
- Lacks context and creative thinking
- Needs humans for high-level design, debugging, and direction
- Still immature and needs oversight to avoid costly errors

So, does AI take developer jobs? Not right now. Productivity goes up, but there’s always a gap—spaces only real people can fill. Development, in ServiceNow or any modern platform, needs higher-level thinking. AI gets smarter, but our creativity and judgment remain essential.

Defining Development in ServiceNow

Development isn’t just writing code. In ServiceNow, sometimes you build tools for other developers—the framework or platform level. Other times, you automate business processes, making work smoother for end-users. Both types play a part. You choose which you excel at and build from there.

My Pathway: How I Became a ServiceNow Developer

I stumbled into coding for money’s sake. My first serious programming experience was back in 2009. I started with C, moved to web development using the Microsoft stack, and ran into wall after wall—especially without any mentors. That pain and confusion, though, is why I now help others: so the road is less lonely.

When ServiceNow first appeared in my life, it was a happy accident. I was with a company that downsized, found myself thrown into a system integrator’s ServiceNow practice, and discovered a platform built around best practices by really smart people.

Shifting My Mindset: Learning to Think Like a Developer

Moving from industrial engineering to software forced a mindset movement as much as a skill set one. I had to see everything as objects—buttons, portals, even the workflows themselves. Every mistake made me more familiar, not just with syntax, but with thinking like an architect.

The biggest lesson: If you can’t solve a problem in 10-15 minutes, you’re probably tackling it the wrong way. Stop, seek help, or search smarter. Mistakes create familiarity, and asking for help creates growth.

The ServiceNow Way: Platform Overview

ServiceNow is both platform-as-a-service and software-as-a-service. It combines out-of-the-box features and workflows (like ITSM) with deep support for customization. Its secret sauce is this:

Only build something yourself if it isn’t already available out-of-the-box.

If you custom-build when you don’t need to, you create headaches and tech debt, which I’ll cover later.

How I Recommend Learning ServiceNow

Here’s my approach for anyone starting out:

Steps to Master ServiceNow Development

Study the Platform Fundamentals:
Begin with the admin basics. Get familiar with ServiceNow’s workflow engines, objects, and APIs.
Master Object-Oriented Programming:
Once you see everything as objects (fields, records, workflows), scripting in ServiceNow becomes much easier.
Understand Software Architecture:
Study foundational principles—SOLID and design patterns—even if you’re just out of college.
Practice and Break Things (Safely):
Use a free Personal Developer Instance (PDI). Try to break it, delete things, and create new use cases. Every mistake is a win, as long as it happens in your sandbox.
Get Involved in the Community:
Join ServiceNow developer communities, Reddit, and follow relevant YouTube channels like TechTalk with Bill. Learn from shared code, questions, and real cases.
Do Regular Code and Design Reviews:
Ask experienced peers to review your work. Learn their methods and thinking patterns.
Always Tie Back to Value:
Each technical decision must connect to business value, not just coding elegance.

Practical tip: “Break your dev instance” at least once—that’s how I learned not to panic if something gets lost or broken!

Core Skills and Best Practices for ServiceNow Developers

Becoming a great ServiceNow developer is about more than mastering syntax or passing a certification exam. Here’s what has made the difference for me:

Essential Technical Skills

Deep JavaScript Knowledge: ServiceNow scripting relies on it, so everything starts there.
ServiceNow Objects & APIs: Get comfortable with platform objects, from users to custom tables.
Understanding Platform Verticals: Explore ITSM, GRC, and other modules to see the bigger picture.

Best Practices for Scalable, Maintainable Development

Start Out-Of-The-Box:
Use native features as much as possible. Build custom solutions only when no standard feature meets the need.
Prioritize Code Quality:
Write clear, readable scripts and document your logic. Simple is better.
Design for Scalability and Security: Avoid shortcuts that could limit future growth. Think about evolving requirements from the start.
Perform Code and Peer Reviews:
Regularly ask others to review and critique your solutions. Fresh eyes spot hidden issues or suggest better ways.
Minimize Technical Debt: Understand that every custom change is something to maintain long-term. Only add what’s absolutely necessary.
Follow Enterprise Frameworks:
Learn about ITIL and architecture best practices. ServiceNow embeds these principles for a reason.
Use Source Control:
Even in ServiceNow, track changes and keep backups to avoid “oops” moments.

Go Beyond Scripting: Core Developer Skills

Read existing code and platform logic before building new things.
Focus on solution design that’s easy for others to maintain.
Embrace teamwork—ask questions, share findings, and help others avoid the mistakes you made.

Communication and Human Skills

Being human is very important. It’s not just about code—it’s about helping teammates, communicating needs, and understanding business goals. Developers who listen, share, and collaborate always succeed faster.

Certifications: Hands-On or Exam First?

I get asked this often. Should you pass your Certified System Administrator (CSA) before getting hands-on? Employers often require certifications to start, but real-world experience is the other half of the equation. Sometimes, both paths work together—get certified, then learn by doing. What matters is not just the paper, but what you can deliver with real projects.

Keep Learning—AI Won’t Wait

Continuous learning isn’t a catchphrase—it’s the only way to stay relevant. AI, like “AI coding” or using Copilot, can generate scripts, but only a developer can fill in the details, check accuracy, and make the results fit business needs. Use these tools as head starts, but always verify and adjust them for your platform and project.

Navigating ServiceNow Career Growth and Changing Roles

From Developer to Architect—and Beyond

Moving from developer to architect takes a new mindset. It’s not just about how you code, but why you design solutions certain ways. Observe architects in meetings, watch their approach before you jump in. ServiceNow offers clear learning paths in ServiceNow University and role-based resources like NowCreate.

Mindset is key. Shifting to an architect role means focusing on strategy, process, and long-term sustainability—not just day-to-day code.

ServiceNow Career Prospects Are Growing

Demand for ServiceNow skills is exploding. Every major company seems to run at least parts of its business through ServiceNow, creating a global market for developers, architects, and business process consultants. You can enjoy remote work, travel, or even a digital nomad life if you want it.

Overcoming Imposter Syndrome

When I entered ServiceNow, even with experience, I felt like a fraud. I tackled this by listening more than I spoke, blending what I learned with my earlier efforts, and finding the white spaces no one else was filling. Over time, my confidence grew because my value grew.

Real-World Tips, FAQs, and Community Q&A Highlights

How to Handle AI-Generated Code (“Vibe Coding”)

Tools like Copilot and AI chatbots generate helpful scripts. Use them as a first draft, but expect to review, test, and adapt them. Don’t assume they solve every need or understand your unique environment.

Tackling Confusion and Mastering Scripting

Confusion comes from trying to move too fast from a non-technical to technical mindset. Give yourself time!
Learn object-oriented programming and see everything as an object in ServiceNow.
Script only after you understand the background of the objects involved.

Becoming Job-Ready Using Real Scenarios

Focus on hands-on builds, not just reading documentation.
Practice with real use cases from the ServiceNow Community—small projects bring big lessons.
Interview prep is another learning tool. Analyze any gaps that surface and work on them methodically.

Learning Routine Cheatsheet

Set clear, step-by-step learning goals (e.g., platform basics, JavaScript, actual builds).
Tackle one thing at a time, adding new skills in each “season”.
Regularly reflect on strengths and weaknesses—tailor your next milestone to fill gaps.
Find a mentor or peer group for code review and support.

Key Takeaways from My Journey

Patience and humility unlock progress.
Build familiarity through mistakes and hands-on work.
Always link your development to business value—not just technical logic.
Developer careers in ServiceNow aren’t static; value grows with practice and curiosity.

Bonus: ServiceNow Glossary and Terminology Fun

We ended with a rapid-fire ServiceNow definitions game—a helpful way to reinforce platform vocabulary.

Common ServiceNow Terms and Concepts

Concept/Clue Answer

“I do the job daily, every day, without being told”	Scheduled Job
“I’m good-looking and famous in the ecosystem”	Next Experience
“I stay in my house, nobody enters unless I allow”	Domain Scope
“You use me to send letters to friends”	Email Template

Want to try your hand at platform jargon? Pick a random letter and challenge yourself to name a ServiceNow term starting with that letter (no release versions allowed!).

Learning these terms helps build confidence in technical discussions—and joining quizzes or forums deepens learning fast.

Final Thoughts

ServiceNow offers endless opportunities, whether you’re just starting out or ready for bigger career moves. Mindset, willingness to ask questions, and hands-on trial and error matter more than a perfect resume. Let yourself make mistakes in your own sandbox. Keep up the practice, join the community, and you’ll make yourself truly valuable.

If you’re serious about growth, consider structured learning options like live courses at ilearntech.co.uk, use ServiceNow’s free developer instances, and spend time solving real use cases in the community.

Thanks to everyone who brings curiosity and heart to ServiceNow. The community is here to help you succeed—now it’s your move.