Seeking Career Guidance from ServiceNow Experts (Non-Technical Background)

[SubrataA]

Hello ServiceNow Community,

I would really appreciate some guidance from experienced ServiceNow professionals.

I have over 15 years of experience in business development, business operations, client relationship management, account management, and online marketing within IT consulting companies. Throughout my career, I have worked closely with clients, understood business requirements, coordinated with technical teams, and managed stakeholder relationships. However, I do not come from a technical or engineering background.

Recently, I decided to transition my career into the ServiceNow ecosystem. To begin my journey, I completed the ServiceNow System Administrator Fundamentals On-Demand course from ServiceNow University along with some micro courses here and have been practicing on my Personal Developer Instance (PDI).

I've received mixed advice from different people:

Some recommend that I start with the Certified System Administrator (CSA) certification because it is the foundation for every ServiceNow career.
Others have told me that CSA is mainly intended for technical professionals or developers and may not be the best path for someone aiming for a functional career.
With AI rapidly transforming the industry, I also see emerging roles such as AI-enabled Business Process Analyst, AI Service Management Consultant, and AI-powered System or Platform Administrator. This has made me even more interested in pursuing a functional rather than a highly technical path.

My long-term goal is to become one of the following:

ServiceNow Business Analyst
ServiceNow Business Process Analyst
ServiceNow Functional Consultant
Pre-Sales Consultant / Solution Consultant

I believe my experience in understanding business needs, communicating with stakeholders, managing client relationships, and bridging the gap between business and technical teams aligns well with these roles.

My questions are:

Is the CSA certification still the right first step for someone with my background?
Can someone without a technical education realistically build a successful career as a ServiceNow Business Analyst or Functional Consultant?
What learning roadmap would you recommend after completing the System Administrator Fundamentals course?
Which certifications, practical skills, and projects should I focus on to become employable in a functional ServiceNow role?
How can I leverage AI to complement my existing business experience within the ServiceNow ecosystem?

I would genuinely appreciate advice from professionals who have worked in the ServiceNow ecosystem or have mentored people making similar career transitions.

Thank you in advance for sharing your experience and guidance.

Thanks
Subrata