When hiring ServiceNow developers, businesses must ensure they find candidates with the right mix of technical, problem-solving, and communication skills. ServiceNow is a powerful platform used by many organizations for IT service management (ITSM), enterprise service management (ESM), and automation, so hiring skilled developers is crucial for optimizing its implementation and usage. Below are the top skills to look for when hire ServiceNow developers.

1. In-depth Knowledge of ServiceNow Platform

A strong foundation in the ServiceNow platform is the most important skill for any ServiceNow developer. They must have a deep understanding of the platform's modules, including ITSM, IT Operations Management (ITOM), Security Incident Response (SIR), and Customer Service Management (CSM). The candidate should be familiar with how these modules integrate with each other and be comfortable working with the ServiceNow Studio for developing applications.

Key Areas to Look For:

• ServiceNow Architecture: Understanding the core architecture, database schema, and functionality.
• Core Modules: Proficiency in ServiceNow ITSM, ITOM, CSM, HRSD (Human Resources Service Delivery), and other related modules.
• ServiceNow Scripting: Experience with scripting languages such as JavaScript, GlideScript, and ServiceNow’s GlideRecord to customize and extend platform functionality.

2. Proficiency in ServiceNow Scripting

ServiceNow developers should be adept at scripting within the platform. ServiceNow relies heavily on scripting for automation, workflow creation, and custom logic. Proficiency in JavaScript is particularly important, as it is the language used for client-side and server-side scripts in ServiceNow.

Key Skills:

• Client Scripts: Knowledge of creating and managing client scripts such as onLoad, onChange, onSubmit, and onCellEdit.
• Server Scripts: Ability to write Business Rules, Script Includes, Scheduled Jobs, and Script Actions.
• GlideRecord & GlideAjax: Understanding how to use these APIs to interact with ServiceNow’s database and pass data between the server and the client.
• AngularJS or React: Familiarity with front-end technologies, especially AngularJS, which is used in ServiceNow for the Service Portal, or React for custom UI.

3. Experience with ServiceNow’s ITIL Best Practices

ITIL (Information Technology Infrastructure Library) provides the best practices for IT service management and is closely aligned with ServiceNow’s capabilities. ServiceNow developers should have a strong understanding of ITIL processes and how they are implemented within ServiceNow. This includes areas such as incident management, problem management, change management, and asset management.

Key Areas:

• ITIL Process Integration: Ability to implement and customize ITIL-based workflows.
• Incident and Problem Management: Expertise in automating workflows for incident, problem, and change management processes.
• Change and Release Management: Knowledge of how to manage changes and releases in the IT environment using ServiceNow.
• Configuration Management Database (CMDB): Proficiency in implementing and managing CMDB to track configuration items (CIs).

4. Customization and Configuration Expertise

ServiceNow allows organizations to customize its functionality to meet specific business needs. Developers should be able to design and configure solutions that align with an organization’s goals. This includes creating forms, lists, dashboards, reports, and automating business processes through workflow design and orchestration.

Key Skills:

• Forms and Lists Customization: Experience with customizing form layouts and list views to improve user experience and data management.
• Business Rules & Workflows: Expertise in configuring business rules, workflows, and flow designers to automate processes.
• Service Catalog and Request Management: Knowledge in building and managing custom catalog items, workflows, and request forms.
• Custom Application Development: Ability to develop custom applications that integrate with ServiceNow, such as Service Portal widgets or mobile applications.

5. Integration Skills

ServiceNow is often required to integrate with various third-party systems, databases, and tools, so integration skills are essential. Developers must be proficient in using ServiceNow’s integration tools and APIs to integrate with external systems seamlessly.

Key Skills:

• Web Services Integration: Familiarity with SOAP, REST, and other web services for integrating with third-party systems.
• IntegrationHub: Experience with ServiceNow’s IntegrationHub for automating integrations with third-party systems and external data sources.
• MID Server: Knowledge of how to set up and configure the Management, Instrumentation, and Discovery (MID) Server for integrating with on-premise systems.
• Data Import and Export: Proficiency in importing and exporting data using ServiceNow's import sets, Transform Maps, and data sources.

6. ServiceNow Reporting and Dashboard Creation

ServiceNow’s reporting and dashboard capabilities are essential for providing insights into business operations. Developers should be able to create and customize reports and dashboards that provide valuable data for decision-makers.

Key Skills:

• Report Builder: Experience in using the report builder to create custom reports such as lists, pie charts, bar graphs, and more.
• Performance Analytics: Expertise in setting up and configuring Performance Analytics indicators and reports.
• Dashboards: Ability to create interactive dashboards that consolidate key metrics for monitoring business processes and KPIs.

7. Version Control and Change Management

Managing version control and the change management process is crucial when working in a collaborative environment. Developers should be familiar with tools and processes for ensuring that development is tracked, changes are documented, and releases are smooth.

Key Areas:

• Source Control: Familiarity with version control systems like Git to manage code.
• Change Management Best Practices: Understanding the change management process within ServiceNow and how to use it to deploy code to different environments.
• Update Sets: Ability to work with update sets for migrating customizations between instances of ServiceNow.

8. Problem-Solving and Analytical Skills

ServiceNow developers should possess strong problem-solving skills to diagnose and resolve technical issues that arise during development, testing, and deployment. This includes the ability to troubleshoot scripts, workflows, and integrations.

Key Skills:

• Debugging and Troubleshooting: Expertise in identifying and solving issues with scripts, workflows, and integrations.
• Root Cause Analysis: Ability to conduct root cause analysis and provide solutions that prevent recurring issues.
• Performance Tuning: Ability to optimize ServiceNow instances for performance, such as optimizing scripts and database queries.

9. Security and Compliance Knowledge

Security is a critical aspect of ServiceNow deployments, as the platform is used to handle sensitive business data. Developers must ensure that solutions are secure and comply with industry regulations.

Key Areas:

• Access Control: Understanding ServiceNow’s access control model and how to configure roles, groups, and permissions.
• Security Best Practices: Knowledge of best practices for securing applications, scripts, and integrations within ServiceNow.
• Compliance Standards: Familiarity with security and compliance regulations like GDPR, HIPAA, and SOC 2 that may apply to ServiceNow implementations.

10. Soft Skills

In addition to technical expertise, a successful ServiceNow developer should possess excellent soft skills. Communication, teamwork, and adaptability are essential when working in cross-functional teams or directly with business stakeholders.

Key Soft Skills:

• Effective Communication: Ability to explain technical concepts to non-technical stakeholders clearly.
• Team Collaboration: Strong teamwork and the ability to work with business analysts, project managers, and other IT professionals.
• Adaptability: Ability to quickly adapt to new technologies, business needs, or challenges in a dynamic environment.

Conclusion

Hiring the right ServiceNow developer requires careful consideration of a range of technical and soft skills. It is essential to assess candidates not only for their proficiency with ServiceNow’s modules, scripting, and integrations but also for their ability to collaborate and solve problems effectively. The combination of these skills ensures that the developer will not only contribute to the technical aspects of ServiceNow but also align with the broader goals of the business. By focusing on these key skills, companies can ensure that they are hiring a well-rounded ServiceNow developer who can maximize the platform’s potential and drive business success.