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Guidance on Building a Career in ServiceNow Development and Testing

nisharana
Kilo Contributor

9 hours ago

Hi everyone,

I currently work for the Victorian Government as an IT Support Analyst, where I use ServiceNow on a daily basis. In addition to handling support calls, I also collaborate with different teams to create design documents, and test forms in our TEST, UAT, and DEV environments.

Over time, I’ve developed a strong interest in ServiceNow — particularly in areas like form design, testing, and development. I’d like to build a full-time career in this space and eventually become a ServiceNow Subject Matter Expert (SME).

Could anyone please suggest where I should start learning and which certifications or training paths are most valuable for moving into ServiceNow testing, development, or administration roles? I’d also appreciate any advice or learning resources that could help me transition from an IT support/call centre role into a more technical ServiceNow position.

Thank you in advance for your guidance and support!

Kind regards,

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Connectmustaq
Kilo Guru

2 hours ago

Hi @nisharana ,
 
That’s a great next step — especially since you already work hands-on with ServiceNow in a support context. You’re in an ideal position to transition into development or administration by building on your current familiarity with the platform.
 
Here’s a clear roadmap to move from IT support into a ServiceNow technical role:

 

1. Get Started with the ServiceNow Fundamentals

  • Enroll in ServiceNow Fundamentals training on Now Learning. This course introduces the platform’s data model, navigation, lists, forms, and configuration basics.

  • This training prepares you for your first certification — the Certified System Administrator (CSA). The CSA is the entry point for any ServiceNow career path and validates your ability to manage and configure the platform.

Why it matters: Nearly all advanced certifications and technical roles (developer, implementation specialist, architect) require CSA as a prerequisite.

 

2. Choose Your Technical Focus

Depending on your interests, your next certification path can differ:

Career Direction Recommended Next Certification Skills Focus
Administration / Platform ManagementContinue with advanced admin learning, Automation, and Flow Designer coursesPermissions, workflows, system configuration
Development (App Studio / Scripting)Certified Application Developer (CAD)JavaScript, UI Policies, Business Rules, Script Includes, App customization
Implementation / ConsultingCertified Implementation Specialist (CIS) in ITSM, HRSD, or CSMDomain expertise, process configuration, migration projects
Testing / Quality FocusLearn Automated Test Framework (ATF) and Flow Designer TestingBuild test cases, validate form logic, automated UI testing
 
 

3. Learn Hands-on

  • Sign up for a ServiceNow Developer Instance (developer.servicenow.com) — free personal sandbox to practice building forms, flows, and scripts.

  • Work through Developer Portal modules, like Scripting in ServiceNow and Build My First Application.

  • Experiment with UI Builder, Flow Designer, and App Engine Studio to grow familiar with modern no‑code and pro‑code development.

4. Apply Your Testing Background

Your QA and UAT experience is valuable:

  • Learn the Automated Test Framework (ATF) to automate tests for catalog items, forms, and flows.

  • Contribute by validating new ServiceNow releases or module upgrades.

  • Testing experience positions you well for implementation specialist or Platform QA engineer roles down the line.

5. Continue Learning: Recommended Training Resources

  • ServiceNow Now Learning: official course and certification portal.

  • ServiceNow Career Journeys: curated paths by role (Administrator, Developer, Implementation Specialist).

  • ServiceNow Community: discuss scenarios, share scripts, and follow product-specific boards.

  • YouTube & Developer Blog: follow sessions like Creator Toolbox or Build with Now for practice examples.

6. Suggested Path Summary
  1. Complete ServiceNow Fundamentals training.
  2. Earn CSA Certification.
  3. Practice in a Developer Instance.
  4. Choose your specialty track (CAD or CIS).
  5. Expand into ATF, Flow Designer, and UI Builder.
  6. Engage in the ServiceNow Community and contribute small automation or bug fixes at work to demonstrate capability.
you may find below thread helpful:
If it is helpful, please hit the thumbs button and accept the correct solution by referring to this solution in the future it will be helpful to them.
 
Thanks & Regards,
Mohammed Mustaq Shaik - ServiceNow Consultant - Lets connect on Linkedin:https://www.linkedin.com/in/shaik-mohammed-mustaq-43ab63238/
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Bhuvan
Giga Patron

an hour ago

@nisharana 

 

You can refer below for high level guidance.

 

Go through ServiceNow fundamentals on-demand course and get certified in ServiceNow CSA.

 

https://learning.servicenow.com/lxp/en/now-platform/certified-system-administrator-csa-learning-path...

 

You can go through scripting and development concepts as it would help you with any ServiceNow modules that you would be working in future,

 

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

 

https://developer.servicenow.com/dev.do#!/learn/courses/zurich/app_store_learnv2_scripting_zurich_sc...

 

Make use of your PDI to full extent to practice what you learn as hands-on would be the most essential part of your learning phase

 

https://developer.servicenow.com/dev.do#!/guides/zurich/developer-program/pdi-guide/personal-develop...

 

Register with ServiceNow University and go through course contents.

 

https://learning.servicenow.com/

 

Developer learning plans are easier to understand the modules compared to official documentation and would recommend to start learning in phases, start with New to ServiceNow and later ServiceNow Administration followed by ServiceNow Application Developer,

 

https://developer.servicenow.com/

 

Go through ITSM and Application Development Fundamentals on-demand courses and get certified in CIS-ITSM and CAD.

 

If you need any help, you can post in communities and experts can guide you. There are lots of YouTube videos available depending on your topic of interest and thousands of useful blogs available in ServiceNow communities. You can search in communities and YouTube and follow what suits your learning style the best.

 

If this helped to answer your query, please mark it helpful & accept the solution. As per community guidelines, you can accept more than one answer as accepted solution.

 

Thanks,

Bhuvan

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