2021-22

Nelson Frank’s
Careers and Hiring Guide
ServiceNow Edition ®

The ultimate source for the latest career insights, hiring

trends and salaries in the ServiceNow® community
Contents Advice on how to
About this report 4 navigate this report:
How to keep your ServiceNow
knowledge up to date
5

Training and certifications in

the ecosystem
6
Are you a job seeker?
Skills and experience 10 Whether you’re looking for a permanent or contract role, we’ve highlighted some go-to insights that will help you
Insights for ServiceNow progress your career and stay competitive in the market:
professionals
11
•  Training and certifications that will increase your net worth – page 6
Insights for ServiceNow contractors 16 •  What skills and experience make you an attractive candidate? – page 10
Insights for ServiceNow end users 18 •  What factors impact your earning potential? – page 11
Insights for ServiceNow partners 25 •  What is on offer in the jobs market? – page 12
Attracting and retaining
ServiceNow talent
28

Equality, diversity and inclusion 30

Employment and industry Are you an..?
demographics
35 Are you looking to hire?
• Administrator
Career Spotlight 38 ServiceNow customer or partner? See below for the insights that
• Developer will help you to identify the best talent:
ServiceNow salaries 48
• Consultant •  The top training and certifications held by candidates – page 6
About Us 52
• Architect •  What modules do candidates have experience with? – page 10
Candidate Search 52 Or are you looking to become one? Then •  What work perks are attracting professionals? – page 13
turn to our new Career Spotlight chapter
For information and advice on our ServiceNow® •  What motivates an employee to consider a new role? – page 21
to help build a career strategy for success.
vacancies, contact your nearest Nelson Frank
office—our contact details are on the back page
of this guide or at www.nelsonfrank.com.

2
Executive Summary
Our all-new Careers and Hiring Guide delves into the global ServiceNow ecosystem’s latest market
trends and developments. This newly revamped annual publication replaces our widely-acclaimed
salary survey report as we strive to create the ultimate careers and hiring resource for professionals
working with ServiceNow.
Whether you’re a job seeker or a manager in
charge of attracting new talent, everything
you need to know about ServiceNow
recruitment can be found across the
following 50+ pages. You’ll find data and
expert commentary on topics such as
certifications, skillsets, work perks, contractor
rates, remote working, implementations,
diversity and inclusion, plus so much more.
Our findings
Our findings were collated through two
main channels; self-reported data from an
online survey and data from ServiceNow
vacancies and placements made by Nelson
Frank. This has resulted in one of the most
comprehensive snapshots of the ServiceNow
community available anywhere right now.
It’s also the first publication of its kind to
profile the impact of the global pandemic
on the working practices of ServiceNow
professionals using the platform in their day-
to-day roles.
So, what do our latest findings tell us about
the ServiceNow community in 2021?
Certifications continue to be highly relevant,
with 75% of professionals believing they
help you to stand out in the labor market.
Employers see the benefits, too, with 66%
paying for their employees’ certifications
in full. Professionals also typically receive
a post-certification salary boost of 29%,
demonstrating just how valuable this
investment can be for you and your career.
When it comes to changing jobs,
remuneration remains crucial, and
ServiceNow professionals can expect an
average salary increase of 26% when
starting a new role.
As for perks, the year-end bonus is the most
sought-after benefit among ServiceNow
professionals, and a generous quantity of
paid time off is highly enticing to a candidate
when accepting an offer. In fact, 80% of
permanent employees tell us that, salary
aside, workplace benefits are most important
when deciding if they will take a new job.
The impact of the pandemic
The pandemic has undoubtedly created a
long-lasting impact on how we all work, and
remote working­—once a limited perk—has
become the norm for many. The number of
ServiceNow professionals with the option
to work from home increased from just 33%
pre-pandemic to an astounding 82% during
the COVID-19 outbreak. Our survey also
indicates that remote and hybrid working
models are here to stay.
Diversity and inclusion
We are
Diversity and inclusion remains a hot topic
in the tech industry at large, which is also
mirrored in the ServiceNow community.
However, only 52% of organizations had
the global
provided their staff with equality, diversity,
and inclusion training in the six months
before taking our questionnaire.
leaders for
The survey also shows a difference in
opinion on inequality, with 56% of male
respondents believing that gender disparity
ServiceNow
exists in the tech industry, compared to an
overwhelming 78% of female respondents.
Our findings support broader research on
staffing
this issue, reinforcing the need for more
significant and meaningful action to make
tech more accessible to women and other
solutions
underrepresented groups.
3
Employee satisfaction
On a more positive note, 71% of ServiceNow professionals
are satisfied with their current role, and sentiments from
our qualitative data indicate that ServiceNow is a popular
platform, not only as a product utilized by organizations
but also as a career path for IT professionals. Additionally,
earning potential remains competitive, and demand for
ServiceNow talent is unwavering within the marketplace.
What next?
With ServiceNow’s most recent quarterly revenue results
beating analysts’ expectations and forecasted to grow
faster than the wider industry, the platform is proving to
be a shining beacon within the global tech ecosystem. And
indeed, for the team here at Nelson Frank, it continues to
be a dynamic and exciting industry to recruit for.
We hope you enjoy reading this report and find it a
valuable go-to resource on all things ServiceNow
recruitment and careers. We’d also like to thank everyone
that contributed their views. Don’t forget, we regularly
share insights, advice, and expert opinion on our
Nelson Frank blog, and you can have your say in our next
global survey when it launches on our website in the
coming months.
James Lloyd-Townshend
Chairman and Chief Executive Officer
Nelson Frank International
About this report
This report is based on over 41,000 data points, including self-reported survey
information from 540 ServiceNow professionals worldwide during the coronavirus
pandemic in late 2020 and early 2021. Respondents span a range of industries and
come from a diverse range of personal and professional backgrounds.
We’ve validated every survey response using robust statistical analysis and
automated data validation rules to be included in the final results. Any data
that didn’t pass our validation rules and statistical analysis or were deemed
questionable, incomplete, or duplicate, were removed so that the results published
are meaningful and accurate.
Salary information from survey responses was aggregated and anonymized, and
is included solely for benchmarking purposes. No information given is in connection
with any individual role or hiring decision.
The following should be taken into account when interpreting the data in this report:
•  Not all percentages add up to 100% due to some questions having multiple
choice answers.
• For single choice questions, answers are rounded, so not all
responses will total 100%.
• Findings based on a small sample of results
(i.e., under 5%) should be taken as indicative only.
• For questions that asked for an open (qualitative) response, there may be some
overlap in the quotes used to identify the themes, with quotes illustrating more
than one theme.
• Themes identified when grouping qualitative responses are displayed in
no particular order of importance and are purely representative of the
answers given.
4
 How to keep your ServiceNow
knowledge up to date
Our Nelson Frank blog is a valuable resource for all things
ServiceNow. Alongside industry news, we share advice on
getting the most out of your ServiceNow product.

Recommended resources Other ServiceNow

Official ServiceNow material: knowledge banks:
ServiceNow Blog Jace Benson

ServiceNow Developer Blog Ashley SN

ServiceNow – Now Learning ServiceNow Think

ServiceNow – Now Community ServiceNow Guru

ServiceNow Developer portal Service Portal

ServiceNow – Now Community - SNDevs Slack Channel

Break Point Podcast with Chuck Tomasi WomenNow
ServiceNow Workflow Quarterly newsletter SN Pro Tips
ServiceNow LinkedIn page

YouTube Channels Twitter handles and

Official ServiceNow YouTube channel hashtags to increase your
Official ServiceNow Dev Program YouTube channel
ServiceNow knowledge
@servicenow @jacebenson
ServiceNow – Now Community YouTube channel
@Know365 @Andewjbarnes
@ctomasi

You can follow us @NelsonFrank_

5
Training and Why do you believe that certifications make
candidates more valuable to employers?

certifications Employers look out for certifications “Two reasons mainly; because employers are including it as

in the
required on jobs in the ServiceNow space and it demonstrates
one knows how to configure and use the system as it was
intended, which can result in better outcomes.”

ecosystem Functional and Technical Consultant, United States

They show credibility “Vastly recognized by the hiring companies. It authenticates

Do ServiceNow certifications your knowledge and understanding of ServiceNow.”
help candidates stand out in a Administrator/Analyst, United States
competitive job market?
They demonstrate a commitment to “It helps me stay ahead of the competition and having a
learning about ServiceNow certification proves that I’m willing to invest in my field to
potential employers.”
75% 10% 16%
Functional Consultant, Singapore

They’re evidence that candidates “Shows you have a base level of ServiceNow knowledge that
have an understanding of can be built upon.”
ServiceNow Developer/Programmer, United Kingdom

“It proves that you have a baseline understanding of the

products you are certified for. Implementation experience
and knowledge of best practices carries more weight, but
certifications are an important component of that.”
Functional and Technical Consultant, United States

Yes No Not sure

Why don’t you believe Reasons for considering that certifications do not add value to a
candidate can grouped into three themes:
that certifications
make candidates • Practical experience with ServiceNow is more important
Turn to page 25 to hear from Paul
McNamara, CEO at PAMT Consulting, about more valuable to • Certifications aren’t evidence that the candidate has enough
experience of ServiceNow
the value that partner organizations place employers?
on certifications. • I have no certifications and still get work

6
 What can you learn from the top 3 certifications 41% gained their certifications during the pandemic,
using their time in lockdown or on furlough to upskill
What percentage of candidates hold a held by ServiceNow professionals?
and advance their professional development, while
ServiceNow certification? Certified Systems Administrator: This certification equips holders with 44% gained their Micro-Certifications during this time.
the core skillset needed to administrate, configure, and maintain the
Have a certification 65% ServiceNow platform, such as reporting, process automation, and data Here is a breakdown of the top certifications and Micro-
management. It also teaches the foundational knowledge of the system Certifications professionals have gained during the pandemic:
Do not have a certification 26%
needed to pursue other, more specialist ServiceNow certifications.
Currently working towards Certified Application Developer: This certification verifies the holder's
1. ServiceNow Certified System Administrator 45%
9%
first certification ability to design, deploy, and manage ServiceNow solutions. Skills covered 2. ServiceNow CIS - IT Service Management 18%
in this certification include UX design, security and identity management,
3. ServiceNow Certified Application Developer 13%
and automation.
4. ServiceNow CIS - Discovery 12%
82% of those with certifications believe that they make you Certified Implementation Specialist: While the Systems Administrator
more marketable. certification touches on ServiceNow implementation, this certification goes 5. ServiceNow CIS - Event Management 8%
further, verifying the knowledge and aptitudes needed to successfully
6. ServiceNow CIS - Application Portfolio Management 5%
Top 10 ServiceNow certifications roll out and optimize a ServiceNow instance. It covers topics from project
planning, to setup and security, through to fine-tuning and performance. 7. ServiceNow CIS - Customer Service Management 5%
held by candidates
8. ServiceNow CIS - Human Resources 4%
There is no change in the top five certifications held this year,
compared to last year. Top 10 ServiceNow Micro-Certifications that 9. ServiceNow CIS - Service Mapping 3%
candidates hold 10. ServiceNow CIS - Cloud Provisioning and Governance 3%

87% 38% 24% 33% 31% 30% 1. MC - Automated Test Framework 30%
2. MC - Configure the CMDB 23%

1. ServiceNow Certified 2. ServiceNow CIS - 3. ServiceNow Certified 3. MC - Flow Designer 21%

System Administrator IT Service Management Application Developer 1. MC - Automated 2. MC - Performance 3. MC - Flow Designer
4. MC - Virtual Agent 20%
Test Framework Analytics
4. ServiceNow CIS - Discovery 14% ServiceNow CIS - 5. MC - Performance Analytics 20%
8. 6%
Service Mapping
ServiceNow CIS - Customer 6. MC - CMDB Health 18%
5. 10% 4. MC - Virtual Agent 26% 8. MC - CMDB Health 21%
Service Management ServiceNow CIS -
9. 4% 7. MC - Agile and Test Management 17%
Vulnerability Response 5. MC - Service Portal 26% MC - Predictive
ServiceNow CIS - 9. 21%
6. 7% Intelligence 8. MC - Predictive Intelligence 14%
Event Management ServiceNow CIS - 6. MC - Configure the CMDB 24%
10. Software Asset 4% 10. MC - IntegrationHub 20% 9. MC - IntegrationHub 14%
ServiceNow CIS - MC - Agile and Test
7. 7% Management 7. 22% 10. MC - Asset Models Management 13%
Human Resources Management

7
What benefits have professionals gained
since undertaking a certification? Are employers contributing towards
A way to verify my skills with ServiceNow the cost of certifications?
59%
Yes, they paid in full for my certifications 66%
More marketability to employers
Yes, they partially paid for my certifications 5%
54%
Yes, they fully paid for some certifications and
3%
partially paid for others
Increased efficiency at my job
No, I paid for my certifications 21%
43%
Other 5%
Improved and increased industry knowledge
40% ‘Other’ responses include getting a free certification voucher
from ServiceNow.
Better career progression opportunities
40%

More trust from my employer How does gaining a certification

38% impact on your salary?
Recognition from my employer that my skills adhere
to a professional standard
31%
34% believe their salary has increased
since gaining a certification
A transferable industry qualification
27%

The ability to perform complex tasks more confidently

23% 65% haven’t noticed a change in their
salary since gaining a certification

Transferable industry skills

20%
Those that reported earning a salary increase post-
Other certification received an average raise of 29%.
5%

8

Barriers to undertaking a certification
We asked professionals who don't hold a certification and are
not working towards one what they consider to be the barriers to
undertaking a certification.
They are not a requirement for my role
Cost implications
I believe that experience with ServiceNow is more important
Time commitment involved in studying
Lack of support from my employer
I don't know where to start or which path to take
Now is not the right time to undertake a certification
Lack of/poor training materials available
higher rates or salaries if a candidate has earned a certification
that is particularly relevant to the job role they're aiming to fill.
ServiceNow is a hugely popular platform among governmental
organizations in the United States; these federal projects offer
a wealth of opportunities for ServiceNow professionals, so it's
worth noting that many of these roles and contracts require
certifications, as well as security clearance.
47%
Where certifications tend to pack much more of a punch, however,
34% is in the ServiceNow partner ecosystem. There are a number of
drivers behind this. Firstly, there's often greater expectation in the
29%
partner space for professionals to keep their knowledge up to
26% date and equip themselves with emerging technical skills. Having
certified professionals on their team also helps organizations
19%
achieve or advance their ServiceNow partner status and enables
10% them to compete for projects that they may not previously have
been able to land. Certified team members help boost a partner's
8%
credibility when selling ServiceNow solutions, and their own
5% services, to customers too.

Other 5% If you have proven, on-the-job experience, then not having a

The impact of certifications on your
earning potential
While nothing trumps hands-on experience, getting certified can add a bit
more weight to your resume and help you command a higher salary. Outlining
your practical skills and the projects you've worked on is the best way to
demonstrate your skills and knowledge, and by extension, the impact you'll
have within a business. However, certifications can provide a faster, more
digestible way for employers to get an overview of your skills.
Whether it's the Certified System Administrator, Certified Application Developer,
or one of ServiceNow's 17 Certified Implementation Specialist certifications,
having vendor-issued accreditation to your name can help showcase your
credentials and offer valuable leverage to negotiate a higher salary.
We've seen a rise in ServiceNow end users requiring certifications when hiring
ServiceNow professionals. Although in many cases certifications are not
essential, they are a definite advantage, and in many cases, end users will offer
certification will never be a dealbreaker, but for the reasons
mentioned above, ServiceNow partners are more likely to favor a
candidate with certifications than one without.
Certifications certainly play a major role in the kind of salary you
can earn in the partner ecosystem too. The bottom line is that
partner organizations want professionals with certifications; if
you don't have them when you join the business, then a partner
will likely have to spend a lot of money to help you get them.
And that investment will be factored into your salary. From our
experience as ServiceNow staffing experts, it's not uncommon
for professionals with three or more certifications to earn up to
$10,000 more a year when working with partners.
Experience will always be the best measure of your abilities,
but there's no doubt that certifications can help get your foot in
the door and demonstrate your commitment to upskilling as a
professional, especially in the early stages of your tech career. And
if you stick at it and earn certifications that are highly relevant to
your chosen professional niche, then they may well help you make
a little bit extra on your paycheck throughout your career too.

9
39% of those Skills and experience
surveyed have What ServiceNow modules are candidates Cross-training
cross-trained into experienced with?
ServiceNow professionals told us that these are the modules they have
39% of those surveyed have cross-trained into ServiceNow,
having worked with a competitor product before moving into the

ServiceNow experience with—if you want to stay competitive in the market, these are
the skill sets that you need.
ServiceNow ecosystem.

ServiceNow IT Service Management

93%
Top 5 competitor products used
before ServiceNow
ServiceNow IT Operations Management
50%

ServiceNow IT Business Management

47%

ServiceNow Platform App Engine

44%

ServiceNow Software Asset Management 52% 20% 15%

39% BMC - Remedy Service Atlassian CA Technologies - CA
Management Suite Service Management
ServiceNow Customer Service Management
35%

ServiceNow HR Service Delivery

28%

ServiceNow Governance, Risk and Compliance

21%

ServiceNow Security Operations

16%
11% 9%
SAP Micro Focus Service
Management Automation
There was no noticeable difference between the modules that end
users and partner employees have experience with.

10
Insights for ServiceNow Do you know an outstanding cloud MVP?
professionals Used an innovative cloud product that’s
pushing the boundaries?
Factors that impact on your earning potential
Survey respondents were asked to rank factors most likely to increase earning potential,
with years of IT experience topping the list as the biggest contributor to salary.
Spotted an organization doing big things
to upskill their cloud teams?
Important Useful Unimportant

Years of experience in IT

Years of experience with ServiceNow

83%

82%
14%

13%
3%

5%
Give them the recognition they
ServiceNow technical knowledge 79% 16% 5% deserve and nominate them for a
Exposure to large projects 72% 21% 7%

Business acumen 52% 31% 14% Digital Revolution Award.

ServiceNow certifications 51% 29% 18%

University degree(s) 44% 28% 28%

Specific vertical industry experience 39% 37% 22%

Other factors mentioned by respondents as having an impact on earning potential include:

• Exposure to many different ServiceNow modules

• Agile and project management experience

• Experience in a variety of industries

info@digitalrevolutionawards.com
• Good interpersonal skills

• Strong work ethic digitalrevolutionawards.com

• Ability and willingness to embrace changing project requirements DigitalRevolutionAwards
• Problem-solving skills
@DigitalRevAward
• The ability to communicate and translate technical information to laypeople

11
 What is on offer in Pay increases
the jobs market? Are employees negotiating pay increases?

After
Did your salary change when
negotiating
you last changed jobs? with their
employer,
Yes, my salary increased 70% 87% of
No, my salary stayed the
same
14% 56% 39% 5% employees
gained a pay
Yes, my salary decreased 6% Yes, I’ve negotiated No, I’ve never negotiated Not increase.
a pay increase a pay increase applicable
Not applicable 10%
Those who successfully negotiated a pay rise received an increase of 16% on average.
According to those that experienced a salary increase
when changing jobs, their pay rose by 26% on average. Why have some employees never negotiated
a pay increase?
How much has your annual basic salary Reasons for having never negotiated a pay increase can be grouped into six themes:
increased in the last two years? • I’m already reasonably compensated
• I’d rather switch jobs than ask for a pay increase
0-5% 37% • I struggle to determine my worth and whether an increase is warranted
• I’ve not needed to ask, as increases are based on performance reviews
6-10% 25%
• I’ve not been in the role long enough
• I’ve no desire to ask for an increase
11-15% 10%
Are employees comfortable asking for a pay increase?
16-20% 8%
Two-fifths (39%) of those that have never negotiated a pay increase would feel
comfortable asking for one, while a further 35% feel uncomfortable having that
21-25% 5% conversation.

Surprisingly of those that have never previously negotiated, 74% told us that they’d
26-30% 4% be likely to have such a conversation with their employer in the coming 12 months.

More than See our salary tables on page 48 to better understand your worth and compare
11% your salary against your peers’.
30%

12
Rewards and recognition Has COVID
impacted
How many employers offered
remote working prior to COVID and
work perks? continue to during the pandemic?
Pre-COVID, what employee benefits
20% of respondents told
did ServiceNow professionals receive? Pre-COVID During COVID
us that their employee
benefits have changed 31%
1. Company laptop 61%
None
since the pandemic.
4%
2. Health/medical insurance 57%
1 day 14%
3. Dental plan 54%
What new perks are 3%
4. Bonus (monthly or biannually) 52%
employees receiving? 2 days 12%
5. Retirement savings plan/401(k) 50%
4%
6. Home working 48% 3 days 7%
7. Vision/optical plan 47% 4%

8.

9.
Life insurance
Flexible working hours
46%

46%
72% 56% 4 days 4%
3%
Full-time
33%
10. Training and development opportunities 38% remote
working 82%
Home working Company laptop
What unique work perks are on offer? The future of work
The rise in employers offering remote work options during the pandemic
has been enormous, and while many professionals have started heading

54% 44% back to the office in some parts of the world, it's likely that this broader
adoption of home working is here to stay.

Bring your own device
(BYOD) computer stipend
With many companies now offering hybrid or even fully remote options,
professionals will expect more flexibility from employers going forward.
Health/medical insurance Dental plan That means not only embracing remote work but also creating policies that
Employee assistance for Emergency child help employees achieve a healthy work-life balance. Those that adapt to
mental health issues care cover these changing attitudes to work will put themselves at the front of the line
Flexible working hours 42% for the best talent; those who don't risk missing out as remote and flexible
Vision/optical plan 40% work becomes more widespread.
Retirement savings plan/401(k) 40% See page 19 for the community's thoughts on home working.
Training and development opportunities 38%

Life insurance 32%

Average working hours
Bonus (monthly or biannually) 32%
Permanent employees who took part in our survey work between 14 and
Office gym Student loan repayments
64 hours per week, with the average being 43 hours.

13
Paid time off by region
Professionals working in a permanent role tell us that they receive on average 24 Has working overtime changed
days paid time off (PTO) a year.
prior to and during COVID?
The PTO received by our respondents varies massively, not only by country, due to
different employment standards around the world, but also from employer to employer. Pre-COVID
Even within a single country, the amount of PTO offered by companies can differ During COVID
based on a whole range of factors, like industry standards, or internal policy; some
may seem to offer less PTO, for example, but in fact have other policies in place for
8% 8% 20% 21% 35% 30% 20% 21% 9% 14% 7% 7%
employee leave. In talent-scarce sectors like tech, many businesses are offering
more PTO to try and attract the best talent and create a strong employee value
proposition; some companies now even offer unlimited PTO.

See below for average PTO days by country:

19 25 25
DAYS DAYS DAYS
United States United Kingdom France
Never Rarely Sometimes Usually Always No set hours*

21 18 *Contracted to work to the business needs rather than set hours

DAYS DAYS The rise in home working since early 2020 may account for the
Australia Canada increase in respondents citing that they consistently work more
overtime. Without the daily commute to undertake, and with
9% of respondents in the United States are offered unlimited annual leave. many people around the world spending time under lockdown
regulations with little else to do, working a little extra here and
there has become the norm. Some professionals may also find it
Are employees Pre-COVID During COVID
more difficult to disconnect from work now that their home and
able to take Yes, I can take time off 70% 65% their office have melted together. And for many working in tech,
time off without I neither agree nor
there's simply been more work to be done recently. Demand
being disturbed disagree
13% 11% for tech services has spiked during the pandemic; combine this
increase with the fact that some businesses have been short-
or causing No, I can’t take time off 14% 21% staffed due to furloughs or illness, and it's hardly surprising that
business more of our respondents are working longer hours.
disruption? Not sure 3% 4%

14

Interview Tips
Do your research.
You should research the customer and target market in an interview
process and create a business plan per se on how you will ramp up
activities over 30, 60, and 90 days. The level of research you do on
the customer before you even speak to them sets you apart.
Show your knowledge of the platform.
You can learn everything you need from the ServiceNow website to
pull together a brilliant presentation.
Put a price tag on it.
Sell your previous achievements, and share the metrics you aim to
deliver and how you’ll get there. Presenting the business worth and
financial impact will show the real value you can bring to the role.
Expert Insight
Swapping Swedish iron mines for ServiceNow, Richard Larsson,
a business technology senior analyst, shares his experience of
breaking into the tech sector.
You’ve had a varied career so far. Can you
tell us how you ended up working with
ServiceNow?
It’s been a journey! I started in the mines
as an underground rock blasting operator
and studied digital media at university at
the same time. However, when I finished
the course, I was unable to find a job. I then
went back to studying, this time focusing on
UX design, but had no luck with that either.
I was interested in programming and was
recommended a ServiceNow bootcamp
course, so I thought I’d try that instead.
How does your new tech career compare to
the mining industry?
Sometimes I miss the practical side of
working in the mines, but I’ve always been
interested in IT and computers, particularly
coding, as well as troubleshooting, and
solving issues. So overall, I’m happier with
what I’m doing now. It’s much more flexible
too, especially with working remotely.
Which skills have you been able to transfer
across into your ServiceNow role?
In the mines, you had to work well in a team,
and that’s something I’ve taken into my
tech career. The knowledge I gained from
15
the user experience design course some
years before has proven very useful, too. For
example, when working with the Service
Portal and forms, I know how we can
effectively guide the end user through the
form by placing fields by priority, changing
the color of buttons, using confirmation pop-
ups for critical decisions, and decreasing
loading times using only required content.
You’re a specialist in ServiceNow ITOM—
what’s the best approach to take when
developing your knowledge of this
application?
I recommend obtaining the ServiceNow
Fundamentals Certification and gaining
practical experience of working on different
projects. I would start with ServiceNow
Discovery, followed by Event Management,
and then Service Mapping, in that order,
as that’s a good direction to take with
these modules.
How valuable are certifications?
For my new role, I had to do a technical
interview, solve various issues, and then
present this back to the panel. So, although
certifications show an employer what path
you’ve taken, I think it’s more important for
them to see proof of what you can do.
What advice would you give others looking to
change careers?
For me, the best thing was getting onto
the accelerated IT learning program, so I’d
recommend a course similar to that. I studied
for 12 weeks and was guaranteed a job
afterward, so that was an excellent way in.
Provided I worked for the employer for at least
one year, the course was free—otherwise, I
would have been asked to pay the fee back. It
was more beginner-friendly than I expected,
and I only had to complete several logic and
personality tests to secure a place.
What are your top tips for job seekers?
I’d recommend regularly documenting the
work you do, as it’s hard to remember different
projects months or even years later. Write
down what you did and what you learned so
you can talk about it on your CV and during
job interviews.
Ensure you have an up to date LinkedIn profile.
I was always trying to get a hold of employers
in my other career path, whereas now, in the
IT sector, it’s head-hunters trying to get a hold
of me. Also, when you gain a new certification,
be open about it—put it out there on your feed
for others to see. Being visible is essential.
Insights for How to increase
ServiceNow
your contract rate
contractors
Whether you're a seasoned ServiceNow
contractor looking to up your price, or you're
taking your first steps into the freelancing world,
getting paid what you're worth can feel like a
Contractor workload tightrope act. Here are a few ways you can work
out what you should be charging—and how you
The freelancers that took part in our survey work an can increase your value.
average of 40 hours a week, although this varies between
Certification Learn more to earn more: getting
8 and 58 hours per week. certified is a great way to boost your curb appeal
as a contractor. Certifications give employers a
How often are contractors working quick, reliable, industry-recognized way to size
outside of their contracted hours? up your skills and let them know you have the
knowledge to tackle the job at hand. Clients love
Always 6% to see that you're dedicated to keeping up to date
with the latest developments in your field too, and
Often 22%
spending time and effort earning certifications is
Sometimes 30%
proof that you have your ear to the ground.
Rarely 39%
Experience is no doubt your most valuable asset
Never 3% as a contractor. The more projects you work on,
the more experience you gain in your field, the
greater benefit you bring to a client. You should
Average total contract length: 4 months
regularly evaluate your rates to ensure you're not
underrating your expertise and undercharging for
Two years and 2 months was the longest
work.
contract length. 7% of freelancers have
Just ask If you're working on a contract that's on
worked on projects that have lasted 12
months or more. the longer side, the chances are that your skills,
knowledge, and expertise have grown during the
time you've been working for a particular client.
Average number of current clients: 3 Or it could be the case that the job has changed
over time, expectations on you have shifted, or
the notorious scope-creep has resulted in you
Most clients worked with at any one time: 10
doing additional work not initially outlined in your
agreement. If you find yourself in such a situation,
Almost a half (47%) of freelance it's perfectly reasonable to seek out a bump in
respondents are only working for one client. your rates.
16
Attraction W-2 vs 1099: What do they mean
for contractors in the United States?
and retention If you're a ServiceNow contractor in the US, you'll no
doubt be familiar with Form 1099; this form is issued to
What makes a freelancer self-employed or freelance professionals as a means to
report their income to the IRS and pay their taxes.
accept a contract offer?
If that's all Greek to you, then you're probably what's
Rate/pay known as a W-2 employee; you're on the payroll, your
employer pays your taxes on your behalf, and you get
83%
handed a W-2 form to outline what you've earned and
Remote flexibility the taxes you've paid in any given financial year.
64% But the difference between the two isn't just the way
Duration of project you pay your taxes. Being a 1099 employee means
you're classified as an independent contractor, and
61%
as a result, you're not entitled to benefits like pension
Management philosophy plans, insurance, and vacation pay. The upside of this
is that employers don't have control over how and
36%
when you work.
Flexible hours
There are many pros and cons to both of these
31%
setups. For many professionals, operating as a 1099
Complexity of project contractor allows them flexibility and freedom, while
28% some prefer the structure and relative stability of a
W-2 role.
Technologies used in project
What's important is understanding the difference
28% between these employment types—and what exactly
Quality standards makes you a 1099 employee rather than a W-2—so
you can ensure you're not being short-changed by
25%
your employer. So how do you determine whether
Size of project you're being classified correctly?
19% According to the IRS, the general rule is that if the
organization you work for controls only the result of the
Other
work, not how, when, or with what tools or equipment
8%
it will be done, then you are an independent contractor.
If the organization is directing the work being
‘Other’ responses include being able to performed or setting your hours and schedule, then
determine one’s own working hours and you're an employee, and you should be receiving all the
the ethos of the team. benefits offered by an employer to in-house staff.
Expert Insight
ServiceNow platform owner Grayson Hilton shares his insights
on recruiting new talent, enlisting the help of a partner, and
why contractor resource is so valuable to his team.
Certifications matter
Certifications show me that a
professional has invested in learning
specific skillsets. The Speciality
Certifications, such as Vulnerability
Management or SecOps, are
significantly more important than the
general ServiceNow Fundamentals.
We encourage our staff to get
certified, and across our organization,
professionals are pursuing a variety of
ServiceNow certifications.
Degrees are a checkbox
With ServiceNow, certifications and
experience are what matter most.
A degree is simply a checkbox. If a
candidate has certifications and good
experience but no degree, I would still
consider them.
Standing out as a candidate
Everyone lists ServiceNow
certifications on their resume, along
with the places where they’ve worked.
However, details and metrics help
me understand what they have
actually done and at what scale.
That’s what makes the difference and
helps a candidate stand out from the
competition.
Interaction is key
You must be able to interact with
customers, and your ability to
communicate specifically with non-
technical users adds a considerable
amount of value.
Being able to think strategically and
analyze a problem holistically is also
essential. When someone says I want
to change something, you need to know
how that will affect other aspects of the
platform and their wider business and
know when to say that’s not the best
solution, so let me provide
another option.
When to utilize Partners
Everyone who works with the
ServiceNow platform has a basic
skillset, such as being able to utilize
Service Portal. However, for applications
like SecOps and HR, sometimes we
need specialized technical or industry
knowledge. That’s when we go external
and enlist the help of a Partner.
This scenario also relates to new
implementations. If we are deploying
brand new features or modules, having
someone with prior experience provides
extra value. Anyone can read the
documentation that tells you which
buttons to click, but not everyone will
know if those buttons should be clicked.
Contractor expertise is invaluable
We have a core team of IT professionals
and draw on contractors when required.
When we’re working with something
completely new like Vulnerability
Management or the Automated Test
Framework, it’s far easier and faster
to bring in a contractor who’s done it
before, rather than putting one of my
people through the training, for them to
naturally make mistakes and then take
extra time to fix them again afterwards.
A contractor with a highly specialized
skillset that’s focused on one niche piece
of work is hugely beneficial to our team.
Remote work is here to stay
We’ve accepted that remote working
is here to stay, and we should now be
looking at this as the standard. Before the
pandemic, we had many unofficial remote
workers anyway, but we’re now looking
at this as the first option for all our staff.
Our business is working hard on hiring
the best people with the knowledge we
need to make things happen, so why
should we limit our recruitment to just one
city or country?
17
Expert Insight
ServiceNow Solutions Architect Steve Stidham
shares his insights on working with the platform
in the US federal space.
The demand for ServiceNow is high across all sectors,
and the biggest challenge is finding professionals
that can pass security clearance. It’s a long process,
so even if you have a great candidate, you have to
wait weeks or even months for clearance to come
through before they can actually be productive.
From my experience, ITSM seems to be heavily
utilized in the government sector. Federal
organizations want people skilled in using the
Service Portal and anything relating to automation,
like Agent Intelligence, Virtual Agent, and complex
workflows. They want more users to assist
themselves and, in turn, reduce costs, so automation
tools are in high demand at the moment.
When you’re doing contract work, you want stability
without being in and out too quickly. You also want
the opportunity to get hands-on with different
elements of the platform that you’ve not previously
had the chance to implement.
In the federal space, a degree isn’t always required.
It’s a good thing to have, but I’d say the focus is more
on ServiceNow certifications.
I think remote and hybrid working is going to be
huge moving forward. When you have a remote
team, you can hire from anywhere, and you’re not
restricted to sourcing talent within a specific area or
having to persuade someone to relocate. However,
when you’re working in the federal space, you always
have strict security guidelines, so some contracts will
continue to require on-site work to operate and pass
authorizations - those kinds of roles can’t go remote.
Insights for ServiceNow end users
What perks entice a candidate to accept or
consider a new role?
Attraction and retention
Bonuses are another work perk What are the top 10 perks that employees
that can vary hugely within desire which they don’t currently receive?
the ServiceNow ecosystem.
Professionals working for an end
user, for example, typically receive
annual or end-of-year bonuses,
whereas those working for a partner
organization often receive monthly
31% 31% 21%
35% 34% 34% bonuses that are tied to billable
1. 4 weeks or 2. Bonus (monthly 3. Home working hours. How far you are on the career
1. 13th month 2. 4 weeks or 3. Education/
more paid time off or biannually) ladder will affect bonuses too; a
pay/year-end bonus more paid time off training allowance
junior ServiceNow professional might
4 Flexible working hours 23% receive a smaller bonus of 3-5%, but
those in more established roles, such
5 13th month pay/year-end bonus 20%
as Solution Architects, often earn
6

7
Health/medical insurance

Retirement savings plan/401(k)

19%

15%
bonuses of 20-25%.

Though financial compensation is

20% 20% 18%
always important, we're increasingly
8 Training and development opportunities 11%
seeing training and development
mentioned by candidates among the 4 Bonus (monthly 5. Gym membership/ 6. Certification
9 Education/training allowance 11%
top reasons they're looking to change or biannually) fitness expense exam vouchers
Shares in the company/reduced priced
10 7% roles. Professional growth is central
shares in the company
to job satisfaction; professionals Shares in the company/reduced priced
7. 17%
want to continually upskill and learn shares in the company
80% of permanent employees tell us that, salary
new things throughout their careers, 8. Home working 16%
aside, workplace benefits are important when
and are putting growing emphasis Free cell phone/mobile 15%
deciding if they will accept a job offer or not. 9.
on finding roles that support and
facilitate this kind of development. 10. Training and development opportunities 14%

18
The ecosystem’s thoughts and concerns about home working
Professionals working in permanent roles shared their thoughts about the rise in home working since the pandemic. These sentiments give employers a
glimpse into some of the actions they can take to keep employees engaged and motivated as more businesses adopt remote and hybrid work models.
Home working can be isolating
Poorer work-life balance and
an always-on mentality
I enjoy the flexibility
Hybrid working would work
best
“[Home working can be] isolating and [I’m]
missing human interaction.”
Solutions Architect, Denmark
“Sometimes I feel lonely. But I have more free time
because I don’t have to travel back and forth.”
Functional and Technical Consultant, Germany
“Pre-COVID, working from home presented very
attractive flexibility; post-COVID, working from
home means that one is always at work.”
Pre-Sales Consultant, United States
“Working from home is great, although it’s
somewhat hard to separate time off from time
at work. I tend to work much longer hours
from home than in the office. Also, I am always
reachable via mail, phone, online and so on...”
Trainer, Germany
“I have the flexibility to work my hours as needed
as long as I can be in meetings I need to be in.”
Developer/Programmer, United States
“I’d prefer a healthy mix.”
Developer/Programmer, United States
“I’m a huge fan of working from home, but the
office has its place in team growth; after this
pandemic I’ll seek an 80% WFH working week.”
Developer/Programmer, United Kingdom
I feel disconnected from
my colleagues
I’ve gained extra time from
not commuting
I’m more productive
There needs to be a level
of trust on either side
19
“I’ve lost a sense of identity with
the company.”
Functional and Technical Consultant,
Germany
“[There’s a] lack of getting to know your
team on a personal level. [It’s] difficult to
build those personal relationships with
the team remotely.”
Developer/Programmer, United States
“Not having to commute by car saves
a large amount of money, time, and
unnecessary carbon pollution.”
Developer/Programmer, United States
“As an introverted person, I greatly “When you have a
prefer working from home. I find it easier
to concentrate on difficult problems remote team, you can
without distractions and noise that hire from anywhere,
come from working in an office.”
Developer/Programmer, United States and you’re not
restricted to sourcing
“One has to be busy/occupied and talent within a
trusted. Also, without trust and
commitment from both sides, employees specific area or
will abuse the situation and not work
while still being paid for their time.
having to persuade
Failure to terminate those that abuse someone to relocate.”
the trust creates issues with others,
like a virus.”
Steve Stidham,
Solutions Architect, United States
ServiceNow Solutions Architect
Motivation to move from a partner
to an end user Being able to maintain a better work-life balance is the
number one reason ServiceNow professionals working for
Half (53%) of partner employees would consider working
for an end user, and cited the following factors that would a partner would consider taking a job with a ServiceNow
encourage them to make this move: customer. Though taking on the fast-paced, client-facing
work typically involved in working for a partner can mean
a bigger salary, there's often a trade-off involved when it
comes to taking on longer hours and more travel.
The factors mentioned on the left should be noted
by ServiceNow end users who are looking to attract
talent, particularly those currently working for a partner
organization. Promoting flexibility, remote working options,
and outlining your professional development pathways
56% 54% 47% can help sell your roles to talent looking for more stability.
Better work-life Higher earning Ability to work
balance potential remotely
We also asked the 22% of respondents who could not see themselves making the move to
an end user why they wouldn’t consider it. Two themes emerged:
• There’s more variety in the projects working for a partner
• I like my current role
See page 25 to find out what would motivate end user employees to work for
a partner organization.
Finding out what would tempt their employees to change roles can help partner
organizations retain their staff. Many of the factors listed on the left, like lack of stability
and the need to work on-site, are part of the deal when working for a partner, but there are
things that partner organizations can do to address some of their employees’ pain points.
Offering remote working when not on-site, for example, improving their benefits package,
and having a clear-cut, properly supported career pathway could help cut down turnover.

What do employers need to prioritize to maximize

employee happiness and retention?
How satisfied are employees? How can you boost employee satisfaction?
We asked our survey participants to rate their job Based on the responses from our respondents, there are a few key areas that are most likely
41% 38% 35% satisfaction on a number of different measures: to impact to employee satisfaction. Here are a few quick tips on addressing these areas:
Ownership over Less stress Better career Encourage better work-life balance If you're able to offer flexible hours and remote working
Satisfied Neutral Dissatisfied
a project/system progression options, do; giving your employees more control over their work-life balance can dramatically
opportunities Colleagues 77% 20% 3%
increase satisfaction. Draw clear boundaries when it comes to "on the clock" hours too, and
Benefits 76% 13% 11% reduce communications outside of the working day to help employees disconnect.
Possibility to develop skills across different ServiceNow
31% Working hours 73% 16% 11% Offer training and development Your best employees want to keep learning and furthering
products
their skills, so make sure you offer them plenty of opportunities to do so, whether that's
More stability 28% Work-life balance 69% 16% 14%
arranging training courses, paying for certifications, or carving out time in schedules so staff
Better training and learning opportunities 24% Company culture 66% 23% 11% can take regular L&D time.
Better benefits 24%
Training and development 57% 25% 18% Create clear career progression routes Employees will be more engaged and motivated if
Consistency of projects worked on 21%
they have a goal to aim for, so having clear career pathways through your organization is vital.
Less travel 18% Career progression 54% 24% 22%
Make sure your employees know what their options for progression are, what they need to do
Other 1% Overall job satisfaction 71% 16% 12% to move forward, and what resources are available to help them get there.

20
How satisfied are employees with their salary?
Two thirds (63%) of professionals are satisfied with their salary. The
quarter (24%) of respondents that are dissatisfied cited the following reasons:
• I undertake responsibilities beyond my current grade and position, but I’m
not being compensated for it
• My role and compensation don’t match the competition, and I’m earning
below the market rate
Are employees looking to change employer?
Almost half (45%) of respondents in permanent roles expect to be working for their current
employer in the coming year, while 23% are actively looking for a new role. A further 11%
expect to leave but aren’t currently job hunting, while the remaining 21% are unsure if they
will stay or go.
What motivates an employee to consider a new role?
The top 10 reasons are:

• I believe that my skills and training should account for more than they do

• Demand for my skills has increased, while supply has decreased,

but my salary doesn’t reflect this

What training and development do 53% 42% 33%

ServiceNow professionals feel they lack? 1. Lack of salary increase/ 2. Lack of career and 3. Working environment/
earnings increase promotional prospects company culture
• ServiceNow certifications • Hands-on learning or mentoring

• Executive leadership training •A

 dvanced technical training
(including implementation
• People management and scripting)
training
•S
 crum Master training
• Application development or certification
• Agile project management
training
• ITIL Certification 31% 27% 24%
4. Need for new 5. Lack of leadership 6. Feeling
challenges and vision underappreciated
The desire for executive leadership training is something we're seeing
increase across the ServiceNow ecosystem. For many businesses, especially
those that offer similar job roles and benefits, the chance to undertake this 84% of professionals
7. Lack of exposure to latest ServiceNow products 20%
kind of training could be a differentiator that will help them attract talent. would feel comfortable
Training employees to take on more responsibility and move into senior 8. Desire/ability to work remotely 19% switching employer
roles is hugely beneficial for businesses too, particularly at a time when tech during the pandemic.
9. Feeling underutilized 17%
talent is in short supply. Offering leadership training as part of professional
development plans is a great way to build your talent pipeline. 10. Feeling stressed/overworked 17%

21
 Has your All end user employees

organization Yes, we upgraded from Orlando 31%

upgraded to Yes, we upgraded from New York

Yes, we upgraded from Madrid

18%

4%
the ServiceNow No 36%

Paris release? Not sure 11%

Here are some thoughts of those that had experienced the Paris Release:

“The usage reporting has new features. I like the portals, “Some amazing new features and updates as always but I wish I had more
such as recommended knowledge and charts 2.0.” scope in my job to implement and make the best use of them.”
Administrator/Analyst, United States Administrator, United Kingdom

“ServiceNow is updating so fast, and has been coming
out with new versions frequently ever since I first made
its acquaintance. I applaud ServiceNow for expanding
into more and more business functionality every year.”
Administrator/Analyst, United States
“Very feature rich offering products to cover all aspects of an organization.”
Developer/Programmer, United Kingdom
“Love new features especially process automation designer.”
Project Manager, United States

Since this survey was conducted, ServiceNow has released two further new versions; Quebec, in early 2021, and Rome, which hit general
availability in September.

Quebec brought with it several exciting new features, including the App Engine Studio, which allows developers of all experience levels to build
apps using low-code programming and templates. New tools were also introduced to help monitor and optimize both workflows and workforces,
namely Process Optimization and Workforce Optimization respectively. Native AI functionality was also added to the platform, with features like
Predictive AIOps brought in to proactively spot issues, AI Search, which offers consumer-grade search experiences, and an intelligent chatbot
service called Virtual Agent.

The Rome release, on the other hand, is focused on what ServiceNow is calling Employee Workflow; tools, automations, and apps within the
platform designed to make the lives of end user employees simpler in this new age of hybrid and remote work.

Coming up in 2022, we expect to see the San Diego release in Q2, with Tokyo following in Q4.

22
Migration lifecycle Top 5 reasons that organizations
choose to implement ServiceNow
More than half (56%) of end user organizations
have migrated to ServiceNow from a competitor
84%
product—30% from a different ITSM system and 26%
from another legacy system. 37%

Alternative products used prior to 34%

ServiceNow
According to end user employees, the top three products 30%
that employers previously used for service management
are BMC Remedy Service Management Suite (26%), 25%
BMC Remedyforce (11%), and BMC - FootPrints (6%)

Ease of user
Functionality of the product/services
adoption/user friendly
Need to increase in business
Who supported the organization responsiveness
Ability to integrate with third
through the migration? Variety of products/services
party vendors

ServiceNow Partner 51%

In-house employee(s) 46%

How many in-house and freelance employees
worked on your migration?
ServiceNow Implementation Team 32%
Number of in-house Number of freelance
Contractor 19% permanent employees employees
Not sure 6% 1-2 18% 17%
Other 2%
3-4 14% 20%

5-6 14% 7%
Of those organizations that used in-house employees,
42% also enlisted the help of a partner, and a further 7-8 12% 3%
24% brought in the ServiceNow Implementation team to
assist their internal staff. 9 or more 26% 12%

65% of respondents were personally involved in the

Not sure 17% 40%
ServiceNow migration.

23
How long do migrations to What factors caused the delay? Top 10 challenges that organizations
ServiceNow take? faced during an implementation
Our respondents told us that their migration took 11
Lack of appropriate skills internally 52%
months on average to complete, with the first phase of the 50% 39% 36% 1.

2. User adoption challenges 50%

migration (e.g., mapping out your needs and building your
implementation roadmap) taking roughly seven months. 3. Difficulties migrating data from legacy systems 36%
Poor planning Unforeseen Issues with
First phase of The total length of prior to migration customizations testing
4. Lack of stakeholder buy-in 35%
the migration the migration
5. Integrating ServiceNow with other system(s) 31%
0-6 months 72% 34% 6. The cost of custom integration 27%
7-12 months 21% 40% 25% 25% 21% 7. Difficulties dealing with partners 20%
13-18 months 2% 14% 8. Lack of appropriate skills available in the market 18%
19-24 months 5% 2% Data migration Delay in Staff 9. Difficulties hitting deadlines 17%
issues training staff shortage
25-30 months - 4% 10. Difficulties managing projects 14%
31+ months - 5%
‘Other’ with 18% responses include COVID-19 and the More than half (52%) faced challenges with their
complexity of the business and decision-making process. implementation because they lacked the appropriate
skills internally.
ServiceNow go-live delays
29% of organizations experienced a delay on
What benefits were achieved as a
their scheduled ServiceNow go-live. result of implementing ServiceNow? Have you got a skills gap in
Some of the benefits mentioned by end user employees who your team? Nelson Frank can
How long were these delays? implemented ServiceNow include: help with your next hire.
•B
 etter usability and UX If a lack of ServiceNow knowledge is impacting your
Less than 1 month 7% project, adding some short-term, expert resource
•B
 etter and more accessible analytics and
1-3 months 37% to your bench can help get your migration or
performance reporting
implementation over the line. Whether you need more
4-6 months 37% •C
 entralization of data held across disparate platforms hands on deck to migrate data, need experienced
7-9 months 7% ServiceNow professionals to help configure and
•S
 treamlined business operations
10-12 months 4% optimize your new system, or want to train up your
•M
 ore compliance with ITSM processes users to make the most of the platform, bringing in
More than 12 months 7%
•B
 etter data visibility, specifically visibility of asset a contractor with the skills you’re missing can be an
management, costs and inventory impactful and cost-effective solution.
Those that suffered longer delays were from larger
organizations of more than 10,000 employees, with more •C
 onsistent processes Nelson Frank’s extensive database of pre-qualified
than eight employees working on the migration. Reasons ServiceNow pros means we can deliver the talent
• Integrated workflows across departments you need to keep your project moving fast.
cited for the delays were unforeseen customizations and
poor planning at the start of the project. • Case management and tracking of customer service issues

24
Insights for
ServiceNow partners
Attraction and retention
Motivation to work for a ServiceNow Partner with the platform, develop skills, and take
on new professional challenges are all key
Three-fifths (61%) of end user employees that responded to the
factors that draw professionals to work
survey would consider working for a ServiceNow partner. Factors
for partner organizations. So, when you're
cited as most likely to attract end user employees to a role with a
looking to hire, pitching your training and
partner include:
development opportunities and focusing
Opportunities to expand on skills, knowledge, on how your organization can support
75%
and experience with ServiceNow employees in upskilling will help partners
attract top talent from inside and outside
Ability to work on a diverse range of projects 58%
of the partner ecosystem.
Better professional development opportunities 56%
See page 20 on the motivations of
Chance to tackle different challenges 54%
partner employees considering the move
Scope to make better use of my skills 49% to an end user.
Variety of organizations worked with 43% The fact that respondents currently
More flexibility 39% employed by end users would be more
tempted by the chance to broaden their
Other 6%
ServiceNow skillset than the potentially
‘Other’ responses include a higher salary and a better work-life balance.
higher earning power of working for a
We also asked the 14% of respondents who would not work for a partner might be surprising. But it could be
partner why they wouldn't make the move. Their reasons can be good news for end users looking to retain
grouped into two core themes: their best professionals: clearly, putting
robust learning and development options
• I’ve tried working for a partner but prefer working for a customer
in place can go some way to reducing
• I’m happy in my current role turnover. Providing training for employees
to get to know ServiceNow better, paying
Our survey data suggests that there are a lot of ServiceNow
professionals out there who would consider changing lanes to work for certifications, and giving professionals
for a partner. That's great news for partner organizations looking time and scope to optimize and develop
to build out their teams, especially as demand for tech platforms new solutions within their ServiceNow
like ServiceNow increases. The opportunity to gain more experience platform is a good place to start.
25
Expert Insight
Paul McNamara, CEO at customer-centric Canadian
firm PAMT Consulting, gives us a glimpse into
ServiceNow recruitment at a partner organization.
What are the key differences between
working for an end user and a partner?
Working for a partner can be more complex
than working for a client. That’s because
ServiceNow is a vast platform with many
specialties, and partners (especially smaller
ones) require resources that know many
different areas of the platform or can quickly
get up to speed on a new area.
When I’ve worked with client-based
ServiceNow resources, their exposure to
ServiceNow is limited to the functionality
deployed with that client. A ServiceNow
professional could spend ten years never
touching anything outside of incident,
problem, change, and catalog. So, if you
want to gain lots of experience and work
with different companies on diverse and
challenging projects, you’ve got a better
chance of doing that with a partner.
What challenges have you encountered
when hiring ServiceNow talent?
Multiple people have tried to cheat their
technical interview! I’ve also had several
people turn down the job offer based on my
company size. The feedback I’ve received is
pamt-consulting-inc
ServiceNow Partner
that candidates perceive a larger partner to
be less risky or provide more opportunities.
It’s hard to argue that a small growing
company isn’t a risk, but the opportunity
to grow with the business and influence its
growth and direction just can’t be matched
in a large established firm.
Have you noticed any changes to salaries in
the past 12 months?
Yes, the salary expectations have risen
significantly over the last year or two.
How important is it for professionals to be
multi-skilled when working for a partner?
Extremely important unless the partner is
focused on a specific module. Some partners
are ITOM-focused, others are Portal-
focused, and some are custom application-
focused, so they want specialists. For my
team, I look for broad platform knowledge.
Apart from technical ability, what other
essential skills do you look for?
Communication and presentation skills,
problem-solving, and Googling - I don’t
expect people to know everything, but I
expect them to be able to find the answer.
Do you value certifications? If so, as a
partner, which ones do you value most?
Certifications are important as a partner, as
they contribute to the level of partnership
obtained, such as registered, specialist,
premier, or elite. I’ve never once been asked
for my certifications with clients. However,
ServiceNow requires you to have the right
certifications for specific projects to use you
as a sub-contractor.
I like the Certified Application Developer
certification, and everyone should have the
Certified System Administration certification
as a minimum; sales professionals can
pass that one too. The ITOM ones like
Discovery and Service Mapping are in high
demand, as are the HR Service Delivery
How satisfied are partner employees? What products have been in most Implementation of third-
Largely, professionals working for ServiceNow partners are demand with clients in the last year? party integrations
pretty happy with their roles—68% say they’re satisfied Partner employees believe their clients
ServiceNow IT Service Management 79%
with their job overall, and over two-thirds (65%) are are more likely to implement an additional
satisfied with their salary. ServiceNow IT Operations Management 47%
ServiceNow product and a third-party
ServiceNow Customer Service Management 33% integration (51%), than they are to implement
Demand for ServiceNow IT Business Management 29% an additional ServiceNow product (27%) or a
third-party integration (11%) alone.
partner services
ServiceNow Software Asset Management 25%
ServiceNow HR Service Delivery 25% How many members of staff
How has demand for ServiceNow ServiceNow Platform App Engine 20% do partners consider are
changed in the last year? ServiceNow Governance, Risk and Compliance 14% needed by an end user post-
ServiceNow Security Operations 11% implementation?
Pre-COVID During COVID
Number of freelance employees
Increased How has demand for migrations
38% changed in the last year? Number of permanent employees

and Customer Service Management 44% Increased 1-2 employees

certifications. Everybody seems to have the Stayed the same 33% 23%
Certified Implementation Specialist ITSM. 30%
54% 31%
What typically attracts a candidate to a 46% Stayed the same 3-4 employees
partner organization as opposed to an
Reduced 40% 25%
end user?
6% 34% 14%
IT departments are treated as cost centers 8% Reduced 5-6 employees
and are rarely adequately staffed or
budgeted. In my experience, partners also Not sure 3% 10%
pay better and offer a wider variety of work 2% 11% 3%
and projects. Now that we have survived 2% Not sure 7-8 employees
a pandemic, I don’t see business travel
24% 8%
returning to the levels it was previously, so
26% 5%
partners can offer a good blend of remote
What is the expected
and on-site work. 9 or more employees
change to ServiceNow Implementation of other
How has the pandemic impacted on your ServiceNow products 9%
demand in the coming year? 3%
staff’s work-life balance?
Pre-COVID, 49% of partner survey respondents told us they
We’ve always been a remote company with Increase 66% Decrease 4% saw an increase in their clients’ implementation of additional Not sure
limited travel so not a lot has changed for Stay the same 28% Not sure 2% ServiceNow products, above and beyond their initial 24%
us and staff continue to work similar hours. product; this reduced slightly to 47% after the outbreak. 44%

26
Expert Insight
Tameem Hourani, Principal at
Boston tech company RapDev, gives
us the lowdown on working for—
and with—a ServiceNow partner.
rapdev-llc
How do you attract and retain tech talent?
A lot of repetitive developer work exists in the
ServiceNow space, so it’s about ensuring projects are
interesting and that our engineers feel challenged in
what they’re doing—that helps us hire and retain top
engineering talent.
The culture, transparency, and openness are all
crucial to this. You also want to keep learning and be
in an environment where you can learn from other
engineers. Personal growth and mental engagement
are a lot more important than a bonus or unlimited
PTO, as everyone offers that in today’s ecosystem.
What can a professional expect if they move from an
end user to a partner?
One of the cool things about working with a partner
is the variety of work you can do. You get exposure
to many different companies, from Fortune 500s to
startups, and insights into how different people work.
What do you look for in a candidate making
that switch?
If someone is interested in switching to a partner,
you have to be a go-getter and interested in learning
from a very fast-paced environment. Of course,
someone moving over isn’t going to have all the
skillsets required, but we’d never expect them to
know everything.
Resumes and certificates aren’t important
either. In our technical interview, we’re looking
for candidates that can Google questions, find
the answers they’re looking for, and do it quickly
because that’s what we expect our engineers to do.
What are your thoughts on working in the office
versus working remotely?
There are benefits to working in the office; it’s
easier to collaborate, ask questions, and be
exposed to camaraderie and culture. Nobody is
ever forced to work from our office, but we try to
arrange for everyone to come in one week every
other month so we can all spend time together.
Some of our senior engineers are more experienced
and tend to work self-sufficiently remotely, but they
still want to experience the learning environment
we’ve created, as they tend to pick things up
quicker in person.
You prefer to hire talent based in Boston - does this
present any challenges?
We prefer to have our engineers based in Boston,
as it builds better relationships within the team,
and it’s easier to work together on projects, but the
reality is that sometimes you have to be flexible.
The challenge isn’t just because of the location—
it’s the shortage of ServiceNow developers and
engineers in the space. We don’t expect people to
know ServiceNow; instead, we focus on finding
engineers hungry to learn the platform. This
approach helps us overcome the challenge of
exclusively looking for ServiceNow engineers.
What are your top tips when choosing a
ServiceNow partner?
27
Ask as many questions as you need to, and work
with a partner that’s done a similar deployment
before. Also, don’t use a partner that says they can
do everything. The skillset tends to be different
from module to module, as that’s a by-product of
the platform growing very quickly, so look for a
partner that specializes in what you’re trying
to implement.
There’s also a lot of potential to automate on the
ServiceNow platform, and a good partner will
advise their customer to automate where possible
versus having manual post-production support.
You don’t want to be tied into four to five-year
contracts with engineers just to make sure you can
update forms and manually complete tasks. Find
a partner that is comfortable telling you that they
want to automate themselves out of a contract
with you—those are the partners that will help you
get the most out of your ServiceNow investment.
Post-implementation, should a business consider
hiring in-house ServiceNow talent?
It depends on how much you’re investing into
ServiceNow, how widely it will be used in the
organization, what you’re looking to consolidate
into the platform, and if you’re starting on the ops
or portfolio side.
If ServiceNow will be utilized for many years, it
would make sense to have engineers in-house that
also understand your business.
You’ll see many hybrid models, too, where
‘business as usual’ is run in-house, and then when
specialized resources are needed for different
modules, organizations will reach out to partners
for help.
Attracting The top 10 factors most likely to attract a
contractor to a permanent role include:

and retaining
Why wouldn’t professionals consider
contract working?

ServiceNow talent
Of the 48% who would not consider working as a freelancer,
their reasons can be categorized into six themes:

I want employee benefits

56% 50% 39%
Motivation to move from a permanent Job stability A stable income A competitive salary
role to freelancing I prefer the security and stability and security
of permanent employment
Just over a quarter (27%) of permanent professionals tell us that
they would consider switching to freelance/contract work in the
I like the consistency of
coming year.
a guaranteed salary
Reasons for this include:

Higher earning potential I’m not interested in freelancing

Flexibility in lifestyle
39% 33% 28%
Working on different projects
I like my current job A generous Career progression Flexible/agile
Exposure to latest technology benefits package opportunities working
Being your own boss
Ability to claim expenses against tax I feel that freelancing is too risky
Company culture and shared values 22%
Not sure
Valuable work/feeling like your work will make a positive impact 22%
A senior role with more responsibilities 22%
79%
56%
Motivation to move Why wouldn’t freelancers consider a
39%
from freelancing to a permanent role?

51% permanent role

30%
The 31% of contractors who would not consider undertaking a permanent
27% Half (51%) of freelancers that responded role in the coming year cited reasons including:
to the survey would consider switching • Valuing the flexibility and independence of being a contractor
24%
to a permanent role in the coming year.
1% • Earning more as a contractor

• Prefering the variety that comes with freelance projects

28
Relocation
For those that would like to move to
another city or region within their country
of residence their motivations include:
Are professionals looking to
relocate or emigrate for work?

Yes, to another country 25% 50% 45%

Yes, but within the same country
19%
as I currently live
Better job I like the area
No 41% opportunities

Not sure 15%

43% 41%
Emigration New career To experience
Among those that would like to migrate, their preferred location would be: opportunities a new place

United States of America 28% Spain 4%

United Kingdom 22% Switzerland 4%
Canada
Australia
9%
6%
Denmark
France
3%
3%
38% 24%
Germany 5% Ireland 3%
To develop/progress Family and
professionally friends
What are the motivations behind
wanting to emigrate?
Improved quality of life 55% New career opportunity 37%
To experience a different culture 44%
Improved salary 42%
To pursue new experiences
Better job opportunities
35%
32%
19% 2%
I like the country/city 41% To develop/progress
32%
professionally I’ve lived there Other
Better standard of living 38%
Climate/weather 29% previously

29
Equality, diversity
and inclusion
At Nelson Frank, we are strong advocates for equality,
diversity, and inclusion across the tech space, and
particularly within the ServiceNow industry. Although we
are seeing some slow but steady change happening, there
is still plenty more that can be done to open the door for
budding technologists, and make everybody of all genders,
orientations, abilities, and backgrounds feel welcome and
valued within our field.
So, what are we doing to champion the equality,
diversity, and inclusion that is so vital to the success and
sustainability of our industry?
One of the most prominent issues within the tech
landscape is that of female underrepresentation. That's
why we are dedicated to making tech a safe and
equitable career choice for women, and to encourage
other organizations to follow suit. We want women to be
able to seize every opportunity within the tech ecosystem
with both hands, and we're committed to removing as
many of the obstacles that female technologists can face
as possible. Our Women in Tech desk, for example, is
designed exclusively to tackle gender imbalance in tech,
with our dedicated team working to help our customers
connect with talented women working in their market and
helping to close the representation gap.
We're also using the expertise we're gathering along the
way to advise other businesses, creating market reports,
whitepapers, and vodcasts that showcase best practices,
actionable initiatives and share the thoughts of top
female tech leaders. These valuable assets not only give a
platform for the women we work with to have their voices
heard, but they also to give others in the industry insights
30
to empower them to initiate change. Plus, the findings
of these Careers and Hiring Guides help stamp out pay
disparity by publishing the latest salaries for tech roles, as
well as equipping employers with the knowledge they need
to improve their hiring and retention practices to boost
ED&I in their own businesses.
Sharing invaluable insights and transformative data is only
part of our efforts, however. So, in 2020, we launched the
Digital Revolution Awards, with the aim of acknowledging
companies and professionals that go above and beyond
to make the cloud industry a more diverse, equal, and
inclusive place to work. Our categories are deliberately
designed to showcase the work being done in the ED&I
space with the hope that it will inspire and empower others
to do the same.
We recognize that in fighting discrimination, there is no end
point. But for all companies, there is a starting point. We
hope that our work in this space encourages others to take
steps—whether their first or their next—to tackle injustices
and make tech a fair, diverse, and enjoyable place where
professionals from all walks of life can thrive.
Zoë Morris
President
Nelson Frank
The faces of the Gender Male Female Transgender

ServiceNow community 79%

17%
3% of respondents prefer
not to specify their gender,
and one respondent
identified as non-binary.
1%

Nationality
Americas
United States of America 58%
Canada 7%
Other 2%
Americas 67% Europe 21%
Europe
United Kingdom 9%
Germany 2%
Switzerland 1%
Poland 1%
France 1%
Denmark 1%
Belgium 1% Africa and Asia 7%
Romania 1%
Other 4%
Age
18–24 years old 4%
Africa and Asia
India 5% 25–34 years old 24%
Australasia 11%
Singapore 1% 35–44 years old 13%
Other 1% 45–54 years old 12%
55–64 years old 5%
Australasia 65+ years old 1%
Australia 4%
41% of respondents
New Zealand 1% prefer not to specify
Other 6% their age.

31
Ethnicity Education level

Some high school, no diploma/GCSEs

2%
or equivalent

56% 18% 5% High school graduate, diploma/A-level

or equivalent
4%

Some college credit, no degree 10%

White or Asian Hispanic or
Trade/technical/vocational training
Caucasian Latino 4%
or qualification

Associate degree 8%

5% 3% 2% Bachelor's degree

Master's degree
44%

27%

Doctorate or professional degree 2%

Black, African or Mixed/multiple Other ethnic
Caribbean ethnic groups group
Of those that continued with further education
and went on to undertake a degree, the top 10
fields of study were:
2% 1% 7%
1. Information Technology 26%

Arab American Indian of respondents 2. Computer Science 20%

or Alaska Native prefer not to specify
3. Business Administration 8%
their ethnicity
4. Software Engineering 8%
Disability, long-standing illness
or infirmity 5. Management 7%

6. Engineering 6%
88%
7. Mathematics 4%

7% 8. Economics 2%

9. English 2%
No Yes 4% of respondents prefer not to
specify whether they have a disability. 10. Chemistry 2%

32
What does
Are organizations championing Are employees taking part in equality, diversity and
equal rights? inclusion training in the workplace?

equality, diversity
78% of professionals believe that their employer
champions equal rights, while 13% think more could Yes, I’ve had training in the last six months 52%
be done.

and inclusion
Yes, I’ve had training but over a year ago 23%

No, I’ve not experienced any training 25%

look like in the

What do professionals
suggest employers could
Are employers using blind recruitment processes?
do to become a better
ecosystem? champion of equal rights? Blind recruitment is the process of removing all identifiable information, (e.g., name, race,
and age) from candidates’ resumes and applications.
“We are heavily weighted to white men vs.
*‘Not applicable’ responses have been removed from this section. 9% Yes
diverse racial and identity colleagues. A
concerted effort would be needed to migrate No
31%
72% of organizations in the ecosystem have away from this discrepancy.” Not sure
a D&I statement or policy. Administrator/Analyst, United States 60%

Are employers providing equal pay “Make pay rates for all employees visible.
Diversity in the workplace
Obscuring this information only serves to weaken
for equal work?
All workers' collective bargaining power.”  Agree   Neutral   Disagree    Not sure
Men Women
respondents Developer/Programmer, United States
Yes, I believe my employer pays all
57% 63% 33% My employer promotes racial
men and women equally “Institute clear policies for pursuing claims of
and ethnic diversity in
75% 15% 8% 3%
diversity prejudice, sexual harassment, and their workforce
Some of my female colleagues are
10% 10% 11% gender based compensation inequality.”
paid equally, but not all There are policies in place to
Solutions Architect, United States 66% 15% 11% 8%
support employees'
Some of my male colleagues are mental health
3% 3% 4%
paid equally, but not all “Hire a workforce that looks more like the local
population.” My employer recruits and retains 57% 21% 15% 7%
No, I believe men are paid more mature aged staff
despite being of equal skill and 11% 6% 29% Senior Service Management Specialist,
experience United States The workforce includes people
with disabilities 57% 17% 13% 14%
Not sure 19% 18% 22% “More women in leadership positions.”
My employer makes
Change and Configuration Manager, Canada adjustments for and supports
No respondents considered that women were paid more despite 46% 19% 10% 25%
neurodiverse employees
being of equal skill and experience.

33
 Women
Gender diversity in the workplace Agree Neutral Disagree Not sure

All respondents My employer is gender-

diverse, in that different
 Agree   Neutral   Disagree    Not sure genders are equally 68% 14% 9% 9%
represented in the
workforce
My employer is gender-
diverse, in that different Men and women are
genders are equally 55% 14% 32% 0%
80% 10%7% 3% treated equally
represented in the
workforce There is an equal balance
of male and female
44% 7% 44% 5%
LOOKING TO DIVERSIFY
YOUR CANDIDATE
Men and women representation at the senior
are treated equally executive level
73% 13% 12% 3%
There are clear policies in
There is an equal
balance of male and
female representation at 62% 14% 22% 2%
place to support people of
different gender identities
58% 16% 9% 16%
SHORTLISTS?
the senior executive level
Our Women in Tech team is helping to shape a more
Does gender inequality exist in inclusive workforce across the tech ecosystem by
There are clear policies in
place to support people the tech industry? connecting our customers with women working in every
of different gender 62% 19% 8% 12%
identities area of technology.
Yes, there is Neither agree No, there is no
gender inequality nor disagree gender inequality Find out more at www.frankgroup.com/women-in-tech

Men
Agree Neutral Disagree Not sure
15%    y consultant from the Women in Tech team really took
M
My employer is gender-diverse, in the time to get to know me and understand my career
that different genders are equally 83% 9% 5% 2%
14% 7% goals, and quickly found an amazing role that perfectly
represented in the workforce 26% matched my skills and experience. This personalized
28%
Men and women are treated equally 77% 12% 7% 4% approach really stood out for me, as did the guidance and
support at every stage of the recruitment process, which
There is an equal balance of male and was more than I ever expected.
female representation at the senior 66% 15% 17% 2%
78%
executive level
60% 16%   All respondents    NILOFAR BHURAWALA, SOLUTIONS ARCHITECT
There are clear policies in place  Men 
to support people of different gender 64% 19% 7% 10% 56%  Women
identities

34 Frank Recruitment Group @frankrecgroup Frank Recruitment Group

Employment and
industry demographics
Employment status of respondents Employer type

End user (i.e. a ServiceNow Customer) 55%

82% 1% 11% ServiceNow partner/reseller/distributor

ServiceNow Independent Software Vendor
37%

4%
(ISV)

Permanent – Permanent – Freelance/ Other 5%

full-time part-time Contractor

‘Other’ responses include working as independent ServiceNow consultants.

Which industries are represented?

5% 1%
Unemployed On a sabbatical/
career break

What are respondents’ job levels?

17% 12% 10%
Entry-level 3% Software/Internet/ Consultancy/Agency Banking and
IT services Financial Services
Intermediate or experienced level 26%
Senior experienced level 40%
Healthcare and Life Sciences 8% Professional Services 3%
First-level management 9%
Government 7% Retail 3%
Middle-level management 13%
Technology 6% Education 3%
Senior, executive, top-level management or C-level 6%
Insurance 4% Other 25%
Owner 1%
Independent consultant 1% ‘Other’ responses include Manufacturing, Service Providers, and Automotive.

35
What are the business
models of the organizations?
Years of
39%
experience
26%

20%
5
years’
6%
experience
10%

B2B (Business-to-business) Experience working with

B2C (Business-to-consumer) ServiceNow
B2B2C (Business-to-business-to-consumer) Respondents have, on average, 5 years’
experience working with ServiceNow in
Not applicable
a commercial environment.
Not sure

What is the size of the

organizations?

Self-employed 3% 17
years’
1-10 employees 2%
experience
11-50 employees 5%

51-200 employees 11%

201-500 employees 6% Overall work experience

working in the
501-1,000 employees 8%
technology industry
1,001-5,000 employees 13%
Respondents have, on average,
5,001-10,000 employees 15% 17 years’ work experience in the
technology industry in total.
More than 10,000 employees 35%

Not sure 3%

36
Ready to become a
better ServiceNow
Admin, Developer,
or Architect?
The ServiceNow Development Handbook is
your go-to resource for learning not only what
best practice is, but why certain practices are
considered "best" (and why others are pitfalls).

Don't wait until you learn the hard way—

check out this compendium of ServiceNow
knowledge and equip yourself with the power
to build more robust, resilient, and powerful
ServiceNow solutions.

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37
 Career Spotlight
Certification
Becoming a ServiceNow
Earning official vendor-accredited certifications is a
Administrator great way to upskill and verify your knowledge in the
ServiceNow Administrator eyes of potential employers.
Education
64% of ServiceNow Administrators hold at least a Bachelor’s degree.
How much do ServiceNow Administrators make? However, only 42% consider a degree to be an important factor when it

Junior Mid-Level Senior

comes to increasing earning potential. 65% 65% of ServiceNow
Administrators are certified.

United States ($) 80,000 110,000 140,250 Do you need a degree to work in ServiceNow?
United Kingdom (£) 33,750 39,000 46,250 ServiceNow is used widely by skills, soft skills, and getting a foot in the
governments and public bodies, many door early in a tech career, employers 83% of ServiceNow Administrators
France (€) 42,000 57,000 80,000 of which have strict job categories tend to value proven experience and believe that certifications help
Australia (AU$) 90,000 110,000 125,000 that will affect salary bands. Degrees
are often prerequisites for certain
demonstrable tech knowledge over 83% candidates stand out in a
competitive job market.
educational background. Therefore, the
government job categories, and so more experience you accrue, the less
• 79% of ServiceNow Administrators are satisfied with their job
whether or not you have a degree could weight a degree will carry in landing
• 64% of ServiceNow Administrators are satisfied with their salary impact what kind of salary you're able future roles. What ServiceNow certifications
• ServiceNow Administrators work an average of 40 hours per week to earn in these types of roles.
Secondly, paths into the tech sector and Micro-Certifications do
In the private sector, educational
have diversified enormously in recent ServiceNow Administrators hold?
background typically carries less
What factors impact your earning potential as a years. As employers look to attract more
weight, unless you're looking for a role ServiceNow Certified System Administrator 94%
ServiceNow Administrator? in the financial or higher education
talent into tech roles, hiring managers
have begun to look beyond the higher ServiceNow CIS - IT Service Management 23%
We asked current ServiceNow professionals what factors were most sectors. Jobs with the Big Four—that's
education route as the only valid
important in upping your earning potential as a ServiceNow Administrator. Google, Amazon, Facebook, and ServiceNow Certified Application Developer 10%
starting block. Today, there are a wider
Apple—usually require a Bachelor's of
range of ways to learn tech skills, from ServiceNow CIS - Discovery 6%
Important Useful Unimportant Science or similar STEM degree; those
vocational courses, to internships and ServiceNow CIS - Software Asset Management 3%
without such credentials can still get
ServiceNow technical knowledge 85% 11% 4% on-the-job cross-training programs.
hired, but often they'll be placed in a
Years of experience in IT 83% 6% 10% role with a lower salary. Successful tech professionals can also
Years of experience with ServiceNow 81% 13% 6% be self-taught given the huge quantity
In addition to the varying demand from MC - Performance Analytics 23%
Exposure to large projects 75% 15% 10% hiring managers, the disparity between of learning materials now available
online for free. It's possible that tech MC - Automated Test Framework 16%
ServiceNow certifications 62% 26% 13% those ServiceNow professionals who
have a degree and those who consider professionals who earned a degree at MC - Flow Designer 16%
Business acumen 53% 34% 13%
it to be an essential asset could due to the start of their working lives no longer
MC - Configure the CMDB 16%
Specific vertical industry experience 46% 35% 20% a number of reasons. Firstly, while a see it as an essential criteria due to this
University degree(s) 42% 21% 38% degree may be useful for learning basic expansion of career paths. MC - Asset Models Management 13%

38
 Spotlighting a
professional
From certifications and soft skills to future
career paths, Patrick Francis, an HR ServiceNow
Systems Administrator, talks to us about
working for a global company and finding your
niche in ServiceNow.
How did you end up working with ServiceNow?
I studied Political Science and History at college, and the original plan
was to go to law school. However, to earn extra money while finishing
my studies, I got a job in a computer sales department and then started
fixing computers. That led to another role working on a helpdesk, and I
was then offered a ServiceNow Administrator position and was trained
up from there.
What experience and skills are useful in a Systems Administrator role?
Previous experience with ServiceNow, in any role, definitely helps. I
switched from a global ServiceNow position in my last company to a more
niche job focused on the HR module, so I’m covering less ground now, but
it’s more specialized. It also helps if you have experience with JavaScript,
as it comes up often.
While tech-savvy skills are essential—because without them you can’t
do the job—soft social skills are immensely important too. You have to be
able to communicate well and convey a concept without getting into the
technical details while also being able to explain those technical details to
someone who understands them.
Project management skills and the ability to balance many projects
simultaneously are other valuable competencies that I’d highlight.
What are your thoughts on certifications?
Obtaining the ServiceNow System Administrator certification is a
prerequisite to getting a ServiceNow job anywhere as it shows you
understand and can be trusted to work within the environment.
39
You’re also highly encouraged to gain other certifications as you drift into
more niche areas of ServiceNow. If you’re going to become an expert in one
key aspect of the platform, you need to get certified to help with your
job search.
What attracted you to working for a large enterprise?
When I met my current manager during the interview process she was
great, and the company culture appealed to me. I was also offered the
opportunity to work from home and earn more, which was very attractive.
By joining a larger team, I’m specifically focused on the HR module now.
I had no prior experience with this application before, but had been keen
to develop my knowledge in this area, and this role has allowed me to do
just that. I’m also covering three different areas, including administrative
and development work and training, and being able to dabble in all of
those is excellent as it’ll help build my resume.
How does ServiceNow HR Service Delivery benefit businesses?
I like the HR module because it allows an organization to simplify
and utilize one platform for a wide array of tasks. In an enterprise
environment especially, you need to be able to integrate systems so that
they can communicate with one another. Having HR on one platform
alongside IT and even legal, governance, risk, and compliance is a big win
for a company of our scale.
Where could your Systems Administrator role take you in the future?
There are various career paths you can follow. For example, if you’re
really strong at coding, you can become a consultant developer and
develop solutions over and over for different clients. Another option is to
stick with systems admin but learn different modules, and realistically you
could do that until you retire. However, I’m attracted to going down the
platform owner route, which would mean managing the planning side
and becoming less involved in implementation and maintenance.
How would you describe your experience of using a recruiter?
I landed a great job because I had a fantastic representative from Nelson
Frank who was experienced in searching through markets and finding
matches for me. From my experience, if you don’t know people in a specific
company or industry, even if you’re incredibly skilled, you’re at an instant
disadvantage. That’s why having a recruiter taking an active interest in
your job search and coaching you along the way is such a great boon.
 What are the opportunities for progression?
Roles that can lead on to becoming a Lead Developer/Technical
ServiceNow Administrator Lead, Technical Architect

Tech professionals can come from all kinds of backgrounds these days. Junior Administrator
There’s no predetermined path that is guaranteed to lead you to a role
as a ServiceNow Administrator, but these are a few of the most common Senior Developer
job roles that we see ServiceNow Administrators starting their careers in.

• Helpdesk Technician/Supervisor Administrator

Technical route Junior Developer Developer
• Legacy Systems Admin

• QA Testers

• Junior Systems Administrator Senior Administrator Business Analyst Project Manager

People management IT Manager

What skills and experience should ServiceNow
Administrators have?
• Understanding of basic ServiceNow configurations
Director, Vice President, Chief Technology Officer,
• Knowledge of ITIL processes (ideally you'll be ITIL certified) Chief Information Officer

• Knowledge of ITSM, ITOM, and ITBM workflows

• Knowledge of UI policies

• Incident management skills Are you looking to hire a

• Excellent problem-solving abilities ServiceNow Administrator?
• Excellent organizational and task management skills Check out our high-caliber job seekers

• Analytical and research skills

Are you a job seeker?
• Great business acumen and an ability to gather requirements
Let Nelson Frank help you find your next role

40
 Spotlighting a
Career Spotlight What steps should
you take to become a professional
ServiceNow Developers ServiceNow Developer?
Starting out in your career as a developer? We chat with
Education Junior Developer Jason Staake about his experience of
How much do ServiceNow Developers make? 84% of ServiceNow Developers hold at least a breaking into the ServiceNow ecosystem and how you can
Bachelor’s degree. 41% consider a degree as important follow in his footsteps.
Junior Mid-Level Senior for one’s earning potential as a ServiceNow Developer.
His career path so far… probably worth more to an employer, in
United States ($) 90,000 130,000 185,000 my opinion.
Certification I have a Bachelor’s degree in IT and
United Kingdom (£) 38,000 59,000 71,750 started working in an IT service desk Starting out in your career…
78% of ServiceNow Developers position for a hospital. ServiceNow was
France (€) 45,000 60,000 72,000 Take advantage of free resources, like
are certified. Similarly, 78% implemented to replace our old system,
videos on YouTube. ServiceNow also has

78% of ServiceNow Developers and over time I became the non-official

Australia (AU$) 90,000 130,000 145,000 ServiceNow administrator. I taught
a developer site featuring free guides,
believe that certifications help events, blog content, and a forum, and I
myself how to work with the platform
candidates stand out in a learned a lot from that.
and, essentially, what a developer does.
• 63% of ServiceNow Developers are satisfied with their salary competitive job market.
What attracted him to his current role… Emerging trends in the ServiceNow
• 72% of ServiceNow Developers are satisfied with their job space…
What ServiceNow certifications The number one thing is that I didn’t
• ServiceNow Developers are working an average of 43 hours per week I think the focus is going to be on
and Micro-Certifications do have a ServiceNow job title where
AI features. We worked with ITSM
I previously worked, but now I do.
What factors impact on a ServiceNow Developers hold? What sold me on my new workplace Professional a lot in my old role, which
is working in a team environment has predictive intelligence. This is
Developer’s earning potential? ServiceNow Certified System Administrator 86% and learning from people with more definitely growing, so I think that would
experience. I think that’s important when be good for a professional to learn.
We asked current ServiceNow professionals what factors were most
ServiceNow CIS - IT Service Management 36%
important in upping your earning potential as a ServiceNow Developer. you’re in a Junior Developer role. Technical skills he’s looking to develop…
ServiceNow Certified Application Developer 20% The support offered by his workplace… I’m working on my scripting skills and
Important Useful Unimportant ServiceNow CIS - Discovery 13% My employer offers financial support for have already done some training around
ServiceNow technical knowledge 85% 14% 1% training and paid training days, as the this. Learning AI and machine learning
ServiceNow CIS - Service Mapping 4%
company wants to encourage its staff to will also be valuable, as these are quite
Years of experience with ServiceNow 83% 13% 5%
learn and grow. new, so fewer people will be skilled in
Years of experience in IT 80% 17% 3% these areas.
MC - Automated Test Framework 42% On certifications…
Exposure to large projects 72% 19% 9% Interview tips…
MC - Flow Designer 41% I have the ServiceNow Certified System
ServiceNow certifications 52% 29% 19% Administrator certification, which helped I was honest in saying this is what I do
MC - Service Portal 32% me land this role, and I plan on working know, this is what I need to learn, this
University degree(s) 41% 33% 27%
towards my Certified Application is why I want to work here, and this is
MC - Performance Analytics 26%
Specific vertical industry experience 40% 35% 26% Developer certification in the future. I what I’ve done in the past. But, it’s also
Business acumen 40% 41% 20%
MC - Agile and Test Management 23% think certifications are valuable, but important to be yourself and go into the
practical experience as a developer is interview like you have nothing to lose.

41
 What are the opportunities for progression?
Roles that can lead on to
becoming a ServiceNow Developer
There’s no predetermined path that is guaranteed to Junior Developer
lead you to a role as a ServiceNow Developer, but
these are a few of the most common job roles that we
see ServiceNow Developer starting their careers in.
Developer
• Legacy Systems Developer
Lead Developer/
• Software Developer (Front/Back End Developer) Technical route Technical Lead,
Technical Architect
• JavaScript Developer
Senior Developer
• Angular Developer Technical
Consultant
• Java Developer
People management
• IT Administrator

• Junior ServiceNow Developer

What skills and experience should

ServiceNow Developers have? Development Team Lead, Director, Vice President,
• Knowledge of ServiceNow and its modules Software Development Manager Chief Technology Officer

• Knowledge of ITIL processes

• Knowledge of HTML, CSS, AJAX, and JavaScript

• Knowledge of integration with Rest, Soap, and third-

party software Are you looking to hire a
ServiceNow Developer?
• Knowledge of Agile/Scrum project management practices
Check out our high-caliber job seekers
• App development skills

• Excellent communication and presentation skills

Are you a job seeker?
• Advanced problem-solving ability and critical thinking
Let Nelson Frank help
• Teamwork and collaboration skills you find your next role

42
 What steps should you take to
Career Spotlight become a ServiceNow Consultant?
ServiceNow Consultants
Education
69% of Architects hold at least a Bachelor’s degree. 39% consider a degree
How much do ServiceNow Consultants make?
as important for increasing earning potential as a ServiceNow Consultant.
Junior Mid-Level Senior

United States ($)* 125,000 140,500 180,000 Certification

United Kingdom (£) 48,000 53,000 66,500

France (€)* 48,000 58,000 80,000 75% of Consultants believe

78% of
Australia (AU$) 90,000 120,000 135,000 78% Consultants
are certified.
75% that certifications help
candidates stand out in a
competitive job market.
*Functional Architect/Consultant

• 53% of ServiceNow Consultants are satisfied with their salary

• 77% of ServiceNow Consultants are satisfied with their job What ServiceNow certifications and Micro-
• Consultants are working an average of 44 hours per week
certifications do ServiceNow Consultants hold?

What factors impact on your earning potential as ServiceNow Certified System Administrator 85%
a ServiceNow Consultant? ServiceNow CIS - IT Service Management 55%
We asked current ServiceNow professionals what factors were most ServiceNow CIS - Discovery 21%
important in upping your earning potential as a ServiceNow Consultant.
ServiceNow Certified Application Developer 21%
Important Useful Unimportant ServiceNow CIS - Customer Service Management 17%
Years of experience in IT 83% 15% 2%
Years of experience with ServiceNow 73% 22% 5%
ServiceNow technical knowledge 73% 17% 10%
MC - Configure the CMDB 39%
Exposure to large projects 70% 22% 8%
MC - Virtual Agent 37%
ServiceNow certifications 62% 30% 8%
Business acumen 57% 29% 14% MC - Automated Test Framework 33%

Specific vertical industry experience 47% 38% 16% MC - Flow Designer 30%
University degree(s) 39% 32% 29% MC - Performance Analytics 28%

43
 Spotlighting
a professional
Patrick O’Callaghan, a ServiceNow Technical Consultant
based in New York, chats to us about his experience of job
hunting during the pandemic and what other professionals
can do to land their dream tech role.
Can you tell us about your career so far?
I studied computer science at college,
and my first job was doing IT consulting
work in the ITSM and ITOM space. I
worked with customers all over the
region, in places like New York, and
stayed with that company for five years.
Afterward, I joined a small consulting
firm focused on ServiceNow.
How did your relationship with Nelson
Frank come about?
The pandemic hit, and I was laid
off from the small firm I was with.
However, it all worked out, as a
recruiter from Nelson Frank spotted my
status update on LinkedIn and called
me. They found a role nearby in just one
week, and I was hired three weeks later.
It was awesome having someone hunt
down good positions for me and I’m
now earning more in this role and really
happy with what I do.
What other support did Nelson
Frank provide?
As I’ve only job hunted twice in my
career, I didn’t know much about
resume formatting, so it was really
helpful being able to ask my recruiter
questions about this. I worked with
Nelson Frank to make sure my
resume was solid, but my skills speak
for themselves - and right now,
ServiceNow is in high demand.
When job hunting, what’s most
important to you?
Before the pandemic, I worked the majority
of my time remotely and traveled around,
and that’s still really important to me.
Ideally, I’d like to continue to work remotely
in the future.
What do you like about ServiceNow?
Technology moves so fast, and ServiceNow
is a good product that’s definitely up and
coming; it’s the new ITSM king. I like how
all the modules and products integrate,
making it easy to work with and flow much
better than other platforms.
What are your top tips for job seekers?
Don’t be afraid to put yourself out there,
and customize your covering letter to
positions that call out to you.
Lean on the recruiter. Make a note of
emails and numbers when recruiters
contact you and reach out to them when
you need to. It’s their job to pair a company
with the right employee, and it’s in their
best interest to help you earn more, so it’s
a win-win situation for everybody.
What’s the one thing you wish you’d
known at the start of your career?
I wish I’d known about recruitment services
back then. If I’d had Nelson Frank around
when I finished college, it would have
made my life so much easier!
Roles that can lead on to becoming What skills and experience should ServiceNow
a ServiceNow Consultant Consultants have?
There's no predetermined path that is guaranteed to • Strong understanding of ServiceNow ITOM, ITSM and ITBM workflows
lead you to a role as a ServiceNow Consultant, but • Knowledge of ITIL processes, operations and procedures
these are a few of the most common job roles that we (ideally you'll be ITIL certified)
see ServiceNow Consultants starting their careers in.
• Experience in configuring, implementing and developing ServiceNow
• Business Analyst • Senior Architect • Experience in designing and developing integrations with third-party tools
• Developer • Junior Consultant • Knowledge of web-based development languages like JavaScript,
AngularJS, HTML, CSS, AJAX, HTTP, and XML
• Architect
• Experience with Agile/Scrum project management practices
• Strong analytical and problem-solving abilities
• Excellent communication, interpersonal and collaboration skills
What's in a name? • Ability to present and explain information to audiences of all
When looking for your next role in the technical skill levels
ServiceNow ecosystem, it's worth noting
that job titles can vary between ServiceNow What are the opportunities for progression?
partners and ServiceNow customers, even if
the roles are similar. For example, Consultant
is more widely used in Partner organizations Junior Consultant
(which makes sense, given that professionals
in those roles need to consult with clients),
whereas in end user businesses, you're more
Technical route Architect
likely to find titles like Analyst or Developer.
Architect job titles—such as Technical Architect Consultant
or Solution Architect—can be found in both
Director, Vice President,
company types. People management
Chief Technology Officer
ServiceNow Partner ServiceNow End User
ServiceNow Technical ServiceNow
Are you looking to hire a
Consultant Developer
ServiceNow Consultant?
Business Process Check out our high-caliber job seekers
Consultant/Functional Business Analyst
Consultant Are you a job seeker?
Let Nelson Frank help
Engagement Manager Project Manager
you find your next role
44
 Career Spotlight
Roles that can lead on to becoming a
What steps should you take to ServiceNow Architect
become a ServiceNow Architect?
ServiceNow Architects
There's no predetermined path that is guaranteed to lead you to
a role as a ServiceNow Architect, but these are a few of the most
Education common job roles that we see ServiceNow Architects starting their
79% of ServiceNow Architects hold at least a Bachelor’s degree, and 46% careers in.
How much do ServiceNow Architects make? consider a degree as being important for increasing your earning potential • ServiceNow Software Engineer
as a ServiceNow Architect.
• ServiceNow Developer/ServiceNow Technical Consultant
Junior Mid-Level Senior

United States ($)* 155,000 185,000 250,000

Certification • Senior ServiceNow Developer
• Lead Developer/Technical Lead
United Kingdom (£)* 61,500 75,000 85,000
71% of ServiceNow • Platform Lead
78% of
France (€)* 52,000 85,000 100,000 Architects believe that • Associate Architect
Australia (AU$)* - 151,000 171,000
78% ServiceNow
Architects 71% certifications help
candidates stand out in a
are certified.
* Technical Architect competitive job market. Solution Architect or Technical Architect?
If you’ve got your eye on a career as a ServiceNow Architect,
• 80% of ServiceNow Architects are satisfied with their salary
there are several paths you can go down. The two key types of
• 61% of ServiceNow Architects are satisfied with their job What ServiceNow certifications and Micro- Architect roles you’ll find in the ServiceNow world are Technical
• ServiceNow Architects are working an average of 45 hours per week certifications do ServiceNow Architects hold? Architect and Solution Architect.

While both of these roles involve in-depth knowledge of

What factors impact on your earning potential as ServiceNow Certified System Administrator 96% ServiceNow processes and modules, a Technical Architect tends
a ServiceNow Architect? ServiceNow CIS - IT Service Management 43% to do more of the heavy lifting when it comes to coding, while
We asked current ServiceNow professionals what factors were most a Solution Architect’s role is more about acting as a functional
ServiceNow Certified Application Developer 35% bridge between the stakeholders and the technical team.
important in upping your earning potential as a ServiceNow Architect.
ServiceNow CIS - Discovery 22% A Solution Architect will often evaluate the business
Important Useful Unimportant
ServiceNow CIS - Event Management 22% requirements of the project and come up with the best solution
Years of experience with ServiceNow 88% 10% 2% using ServiceNow products. They then present this vision to
ServiceNow technical knowledge 88% 10% 2% a Technical Architect, who will take those building blocks and
execute the implementation, define best practices, and deal
Years of experience in IT 80% 20% 0%
MC - Performance Analytics 46% with any configuration to ensure the end result meets the
Exposure to large projects 78% 19% 3% requirements mapped out by the stakeholder. The Solution
MC - Flow Designer 43% Architect designs; the Technical Architect delivers.
Business acumen 61% 32% 7%
ServiceNow certifications 50% 26% 24% MC - Automated Test Framework 39% Those who like getting into the nuts and bolts of a system will
Specific vertical industry experience 47% 36% 17% MC - Service Portal 37% be well-suited to a Technical Architect role. Those with great
communication skills, stakeholder management experience, and
University degree(s) 46% 24% 31% MC - Predictive Intelligence 35% a knack for problem-solving make great Solution Architects.

45
 Spotlighting
a professional
We delve into life as a contractor with ServiceNow Architect
Charlie Herndon and chat rates, choosing projects and what’s
next in the ServiceNow space.
What was your path to becoming an
Architect?
I bought my first personal computer in
1993 for $3,000, so I was interested in
tech early on. However, I started out
as a doctor and planned to go to pre-
medical school, but I soon realized I
didn’t want to pursue that career path.
In 1996, I started working on a service
desk, and over the next 25 years, I’ve
worked for more than 50 different
companies, focusing on ITSM, ITOM,
and CMDB. I’ve undertaken state US
government contracts and worked
for global corporations, banks,
and companies with less than 200
employees. So, to sum up, my path to
becoming an Architect has involved
a breadth of experience across small,
large, and global businesses.
What are the three essential things
you need to forge a career in the
ServiceNow ecosystem?
Number one is personal relationships,
as you need to build trust with the
professionals you work with. That
means communicating in a way that
people understand—not too technical
but not too dumbed-down either.
Number two is logic. This is essential in
order to understand what you should
do, especially when working with ITSM.
The third is curiosity. I learned all these
different products because I’m curious
as to how they integrate. So I desire to
know these things, not just so that I can
do my job well, but because I find it truly
fascinating.
How valuable are certifications?
Certifications don’t help me to do a better
job as an Architect; they’re something
that employers generally demand
that you have, especially government
contracts. So I’d say certifications will
open a door, but that is all.
How do you keep your ServiceNow
skills and knowledge up to date?
I keep up to date mainly through
working on different contracts and
having to figure things out. I’m
constantly involved with what’s going
on in the industry.
It’s an evolutionary process when
working with ITSM. Over the last 25
years, I’ve seen it migrate from local-
based products that look like an Excel
spreadsheet into cloud-based ITOM.
Then, the focus was on ITSM and ITAM, but
now it’s all about Discovery, CMDB, GRC,
and everything else added to that baseline
structure.
How do you find new contracts?
Usually, it’s through word of mouth. LinkedIn
is also useful for leveraging relationships
I’ve built up over the years with numerous
consulting companies. In the last five years,
however, I’ve not been in a position where
I’ve had to hunt out a new contract as there’s
always been a lot of work available in the
ServiceNow ecosystem.
How do you choose which projects to work on?
I look at the team I would be working with
and ask myself several questions. Can I
understand what they’re saying? What’s
the skill level? Would this be a good working
environment? Could we work well together?
Of course, the rate and length of the contract
are important factors, too.
How do you secure the most
competitive rate?
I keep up to date with current rates through
my network, and I try to find the sweet spot
in the middle. I don’t want the weight of
‘we’re paying you $130 an hour, and this
is what you do?’ or ‘oh, gosh, this is $60 an
hour, so we can just throw anything at him’.
What are the pros and cons of being
a freelancer?
If things don’t work out, for whatever reason,
I can always get another contract. So that’s
definitely a plus.
46
Working freelance also gives you lots of
experience. If I had worked in one place for
the last 15 years, I’d be missing out on vast
amounts of knowledge that I’ve obtained
through on-the-job training with various
organizations.
The downside is when you’re thrown into
situations where you don’t have the chance
to plan because the company decided,
‘hey, you’re the contractor, and we don’t
want to figure this out, so you can figure it
out instead.’ But I thrive on those kinds of
challenges.
What’s your career advice to aspiring
ServiceNow Architects?
Get yourself out there and adopt the right
attitude. End up in a place where you can
say, ‘I’m here to do whatever it is you need
me to do, and I don’t care what it is, as I’m
going to go figure it out and do it well.’
Serve the company in its current endeavors
and don’t look to gain credit—just make
things work. That’s the mindset of a good
Architect, and it means companies will know
you don’t have your own political agenda.
Should professionals go to college
to study tech?  Charlie Herndon is an experienced ITSM
If you study tech, it could boost your career.
If you learn Java at college and all the logical
principles of those languages, you have
a future in IT. But if you go to college just
because you need a degree and you’ll learn
whatever is thrown at you without ever being
curious, then IT is going to be a difficult path.
Are there any emerging trends in the
ServiceNow ecosystem?
Many global corporations are starting to
use cloud-based scanning. All the previous
products were local, and scanning was done
internally. But everybody’s on board with
cloud-based scanning now, including the US
government.
ITOM Integration Service is a new product
called IntegrationHub, which feeds into many
financial products and onboarding tools.
These are built on top of ITSM and ITAM,
and I’d say this is the next evolution in the
ServiceNow space.
What do you enjoy most about working
in tech?
I like a challenge where I can see the light
at the end of the tunnel and think to myself,
‘this can be done’ and then see all the pieces
of the puzzle come together. When I get
to the end of a project, and the platform is
simple to use—and it works—that’s what I
love most.  
Bio
and ITAM Architect, Process Designer
and Developer based in Florida. He’s
worked in the tech sector for more than
25 years and specializes in ServiceNow
coding environments at Fortune 100
companies across the United States.
What skills and experience should ServiceNow Architects have?

•U
 nderstanding of ServiceNow modules •E
 xcellent communication and presentation skills

•K
 nowledge of ITIL frameworks •E
 xperience developing roadmaps with
•S
 erviceNow implementation experience customer stakeholders

• Experience with Agile/Scrum project management • Strong interpersonal skills with a customer-centric attitude Are you looking to hire
•O
 utstanding problem-solving abilities •S
 takeholder and change management skills a ServiceNow Architect?
•C
 ommercial awareness and business acumen •E
 xcellent problem-solving ability Check out our high-
caliber job seekers
What are the opportunities for progression?

Associate Architect

Chief Architect

Architect
Are you a job seeker?
Technical route Enterprise Architect
Let Nelson Frank help
you find your next role
Senior/
Principal Architect

People management

Director, Vice President, Chief Technology Officer,

Chief In Director, Vice President of Professional Services,
Vice President of Delivery, Chief Technology Officer
formation Officer

47
ServiceNow salaries Australia (AU$)
Permanent* Freelance
The salary table data was analyzed
from multiple data points, including
How can our salary Junior Mid Senior Rate
salary data self-reported from the tables help you? (0 - 2 yrs) (3 - 5 yrs) (6+ years) (per day)
salary survey respondents, and
ServiceNow vacancies and placement ServiceNow professionals can see what other
professionals with a similar level of experience and Administrator 90,000 110,000 125,000 600
data from roles registered with Nelson
Frank in the last 18 months1. skillset are currently earning, enabling you to better
understand your market value. Business Analyst 90,000 115,000 130,000 700
The resulting data is then verified by
our specialist teams, who apply their For employers or hiring managers, they offer a
benchmark for your team’s remuneration, enabling Developer 90,000 130,000 145,000 900
insight and knowledge of the wider
market to ensure that the information you to set budgets for the next financial year.
is accurate with respect to base If you can’t find the salary for your region, then Functional Consultant 90,000 120,000 135,000 750
salary, seniority or experience, job title, please contact us for more information.
technology, and location.
Practice Lead/Platform Owner - 171,000 204,500 1,300

Important points to note Read on to find out more about

Certain markets will exhibit 10-15%
the salaries on offer in the market Project Manager 120,750 136,000 151,000 950

variance due to differences in costs

of living.    Solutions Architect - 145,000 165,000 1,000

The salaries do not include bonuses

and incentives. Additionally, Technical Architect - 151,000 171,000 1,150
multiple factors, including years Salary table contents
of experience, specialized skills Technical Consultant 100,500 130,000 145,000 900
required, and the complexity of the Australia 48
role, affect where the salary for a
France 49
particular role falls within the range. * Salaries have been rounded to the nearest $250 for ease of reading
United Kingdom 49

United States 50

  Atlanta, Chicago 50

  Dallas, New York, San Francisco 51

  Washington D.C. 51
1
February 2020 to August 2021 Salaries exclude Nelson Frank margins and are correct as of September 2021,
but for up to date information please contact Nelson Frank directly

48
France (€) United Kingdom (£)
Permanent* Freelance (per day) Permanent* Freelance**

Junior Mid Senior Range Junior Mid Senior Range

(0 - 2 yrs) (3 - 5 yrs) (6+ years) (per day) (0 - 2 yrs) (3 - 5 yrs) (6+ years) (per day)

Administrator 42,000 57,000 80,000 450 - 650 Administrator 33,750 39,000 46,250 360 - 460

Business Analyst 48,000 58,000 80,000 550 - 800 Applications Support 35,000 37,500 45,000 275 - 350

Developer 45,000 60,000 72,000 550 - 650 Business Analyst 35,000 50,000 60,000 400 - 570

Functional Architect/Consultant 48,000 58,000 80,000 550 - 650 Developer 38,000 59,000 71,750 500 - 650

Practice Lead/Platform Owner 60,000 100,000 120,000 1,000 - 1,300 Functional/Business Consultant 48,000 53,000 66,500 400 - 570

Project Manager 58,000 80,000 90,000 700 - 1,000 Platform Owner 59,000 74,000 81,250 550 - 720

Solutions Architect 50,000 85,000 100,000 700 - 1,000 Practice Lead - 85,000 100,000 610 - 850

Technical Architect 52,000 85,000 100,000 700 - 1,000 Project Manager 35,000 50,000 70,000 400 - 600

Technical Consultant 50,000 60,000 80,000 550 - 650 Solutions Architect 58,750 77,500 92,500 610 - 820

Technical Architect 61,500 75,000 85,000 600 - 850

*Salaries have been rounded to the nearest €250 for ease of reading

Technical Consultant 50,000 61,250 73,750 525 - 720

*Salaries have been rounded to the nearest £250 for ease of reading
** Rates will vary depending on IR35 status, whether the role is in the public or private sector or is remote

Salaries exclude Nelson Frank margins and are correct as of September 2021, but for up to date information please contact Nelson Frank directly

49
United States ($) US Cities ($)
Permanent* Freelance (per hour)*** Permanent

Junior Mid Senior Junior Mid Senior Junior Mid Senior

(0 - 2 yrs) (3 - 5 years) (6+ years) (0 - 2 yrs) (3 - 5 yrs) (6 + years) (0 - 2 yrs) (3 - 5 years) (6+ years)

Administrator 81,250 110,000 140,250 50 - 60 60 - 75 75 - 85

Atlanta, GA
Business Analyst 80,000 105,000 130,750 50 - 65 65 - 80 80 - 110 Administrator 80,000 108,250 138,000

Business Process Consultant 120,500 135,250 160,000 70 - 80 80 - 95 95 - 115 Business Analyst 78,750 103,250 128,750

Developer 88,500 128,000 182,000

Developer 90,000 130,000 185,000 60 - 75 75 - 100 100 - 140

Technical Architect 152,250 182,000 246,000

Engagement Manager 130,000 150,000 174,500 70 - 85 85 - 105 105 - 130
Functional Architect/Consultant 122,750 138,250 177,000
Functional Architect/Consultant 125,000 140,500 180,000 - 80 - 105 105 - 150

Implementation Specialist 130,000 150,000 160,250 70 - 80 80 - 100 100 - 125

Chicago, IL
Lead Developer - 165,000 200,000 - 85 - 110 110 - 160
Administrator 80,500 109,000 139,250

Practice Lead/Platform Owner - 178,500 220,000 - 100 - 130 130 - 180 Business Analyst 79,250 104,000 129,500

Pre-Sales Solutions Architect 120,000 149,500 175,500** - 90 - 120 120 - 180 Developer 89,250 129,000 183,500

Technical Architect 153,750 183,500 248,000

Project Manager 100,750 130,000 150,250 60 - 75 75 - 90 90 - 110

Functional Architect/Consultant 124,000 139,500 178,500

Technical Architect 155,000 185,000 250,000 - 90 - 120 120 - 180

* Salaries have been rounded to the nearest $250 for ease of reading
** Base salaries excluding commission
***Rates will vary depending on contract type (i.e. W-2 or 1099)

Salaries exclude Nelson Frank margins and are correct as of September 2021, but for up to date information please contact Nelson Frank directly

50
US Cities ($) Washington D.C. ($)
Permanent Permanent

Junior Mid Senior

Non-cleared Secret Clearance TS Clearance TS/SCI (CI & FS Poly)
(0 - 2 yrs) (3 - 5 years) (6+ years)

Dallas, TX Junior
Administrator 80,000 108,250 138,000
Administrator 83,750 90,000 97,250 106,250

Business Analyst 78,750 103,500 128,750

Business Analyst 83,250 89,000 95,750 104,000
Developer 88,500 128,000 182,000
Developer 93,000 99,500 107,000 116,250
Technical Architect 152,500 182,000 246,000

Functional Architect/Consultant 123,000 138,250 177,000 Mid

Administrator 113,500 116,750 119,250 121,500
New York, NY
Business Analyst 108,250 111,250 113,750 115,750
Administrator 83,750 113,250 144,500

Business Analyst 82,250 108,000 134,500 Developer 134,250 138,000 141,000 143,750

Developer 92,750 134,000 190,500 Technical Architect 191,000 196,250 200,500 204,250

Technical Architect 159,750 190,500 257,500

Functional Architect/Consultant 128,750 144,750 185,500

Senior
Administrator 144,750 148,750 152,000 155,000
San Francisco, CA
Business Analyst 136,000 139,750 142,750 145,500
Administrator 83,250 112,750 143,500
Developer 191,000 196,250 200,500 204,250
Business Analyst 81,750 107,500 133,750
Technical Architect 258,000 265,250 271,000 276,000
Developer 92,250 133,000 189,500

Technical Architect 158,750 189,500 256,000 *Cleared professionals typically earn 10% or more than non-cleared colleagues

Functional Architect/Consultant 128,000 143,750 184,250 Salaries exclude Nelson Frank margins and are correct as of September 2021, but for up to date information please contact Nelson Frank directly

51
About us
A laser-focus on ServiceNow recruitment Nelson Frank in
Nelson Frank is the global leader in numbers
ServiceNow staffing solutions. We help
professionals land the job of their dreams
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Nelson Frank’s Candidate Search is the largest
Our consultants are focused solely on ServiceNow, which means
online database of hand-picked ServiceNow
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challenges faced by job seekers, partners, and end users. 74% professionals in the global ecosystem.

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Thanks to our excellent customer care and extensive candidate of the world’s
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and client networks, we’re the go-to recruiter for solving both ServiceNow partners
you to create a custom shortlist of candidates
permanent and contract staffing challenges. have worked with us
in minutes.
Now or in the future, whenever you’re seeking a new role
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2.5K+ industry sector, job title, availability, and other

Typical ServiceNow roles we recruit for:
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