20250828_Perfis Profissionais em ServiceNow Um Guia Detalhado(en).docx

ServiceNow Profiles

1. To build and maintain a successful team in ServiceNow projects, it is
essential to have a clear definition of roles and responsibilities ServiceNow
itself has already documented some information Platform team roles and
responsibilities/
This article consolidates the competencies, responsibilities and skills
required for the main profiles of performance on the platform, from the
junior level to architecture and project management.
 
Each role on a platform's team has a distinct mindset that drives success.
When describing the profiles, we can include the type of thinking that is
expected of each professional:
Architect: Forward-thinking, focused on thinking about holistic and
strategic solutions.
Project Manager: Focused on risks, seeking to proactively manage
and mitigate threats to the project.
Developer: Problem-solving-oriented, with a problem-solver
mentality.
 
Project Manager (EM/PM)
EM=Engagement Manager
PM=Project Manager = Project Manager
 
The Project Manager is the professional responsible for leading and
ensuring the success of ServiceNow implementations, aligning technical
execution with the organization's business objectives.
Gerais Requirements
Experience: Minimum of 5 years managing ServiceNow projects in a
large corporate environment.
Methodologies: Familiarity with agile methodologies such as Scrum,
Kanban and SAFe, with a preference for Waterfall knowledge (PMI).

2. Technical Knowledge: Understanding of IT Service Management
(ITSM) processes and functionalities of ServiceNow applications, such
as ITOM, SPM and HR.
Certifications: CSA Certified (Admin) and ITIL V3/V4 Foundations
certifications are highly desired.
Language: Proficiency in English is mandatory, and knowledge of
Spanish is desirable.
Communication: Strong written and oral communication skills for
effective stakeholder management.
Responsibilities
Planning: Developing project plans, timelines, and resource
allocation strategies for implementations.
Stakeholder Management: Collaborate to gather requirements,
provide updates, and ensure alignment with business objectives.
Leadership: Lead cross-functional teams, offering guidance and
support for project success.
Risk Management: Proactively identifying potential risks and
developing mitigation strategies.
Monitoring: Tracking project progress to ensure that deliverables
are met on time and within budget.
Continuous Improvement: Identify opportunities to improve
workflows and project outcomes.
Key Skills and Competencies
Leadership: Ability to influence and motivate team members
without direct authority.
Problem-Solving: Strong analytical skills to address challenges and
find effective solutions.
Communication: Excellent business presentation and analysis skills
to convey project status and results.

3. Technical Knowledge: Familiarity with ServiceNow applications,
including Service Catalog, Incident Management, and Change
Management.
Strategic Vision and Governance
Strategic Alignment: Ensure that ServiceNow projects are aligned
with the organization's broader business objectives.
Governance: Establish and enforce standards and guidelines for the
execution of projects within the platform.
Innovation: Staying up-to-date on new features and best practices
to drive innovation.
 
ServiceNow Architect
 
The Architect is the senior professional responsible for designing robust
and scalable solutions, overcoming the limitations of the platform to meet
business requirements.
Gerais Requirements
Experience: Minimum of 6 years administering and programming
ServiceNow in a large corporate environment.
Methodologies: Familiarity with agile methodologies (Scrum,
Kanban, SAFe).
Technical Knowledge: Solid understanding of web applications,
networks, protocols and e-mail systems (SMTP, POP3).
Integrations: Experience with integration technologies such as Web
Services, SOAP, HTTP, and MID Server.
Certifications: CSA Certified (Admin) + CAD or CIS certifications, and
ITIL V3/V4 Foundations are highly desired. CTA and CMA
certifications are a significant differentiator.

4. Language: Proficiency in English is mandatory, and knowledge of
Spanish is desirable.
Key Responsibilities
Project Management: Manage multiple ServiceNow projects
(AppEngine, ITSM, ITOM, CSM).
Solution Design: Designing solutions tailored to the client's needs,
aligned with business objectives.
Configuration and Customization: Perform configurations and
customizations in applications such as Service Catalog, Incident,
Facilities, Security, CMDB and Change Management.
Workflow Improvement: Identify opportunities to optimize
workflow processes.
Proofs of Concept (PoCs): Quickly identify and develop PoCs to
demonstrate potential solutions.
Platform Limitations: Understanding the limitations and designing
alternatives to circumvent restrictions.
Collaboration: Collaborate with Delivery Managers to monitor
project status and identify areas of risk.
Skills and Abilities
Influence and Leadership: Ability to influence without authority and
generate measurable results.
Problem-Solving: Strong and effective analytical skills to solve
problems within constraints.
Mentoring and Relationship: Strong mentoring, influencing,
negotiation, and relationship skills to foster collaboration.
Technical Supervision: Direct involvement in the development of
business requirements, specifications, application design,
configuration, testing and deployment.
Maintenance and Documentation

5. Routine Maintenance: Perform routine maintenance to ensure
performance and reliability.
Data Analysis: Experience in data mining and analysis to support
decision-making.
Documentation: Experience documenting systems for clarity and
continuity.
 
Professional Senior Level
 
The Senior professional is a specialist with extensive technical experience,
capable of designing complex solutions and leading technical execution.
Gerais Requirements
Experience: Minimum of 4 years administering and programming
ServiceNow in a large environment.
Technical Knowledge: Extensive knowledge of web applications,
networks, protocols and e-mail systems (SMTP, POP3).
Development Skills: Must have good programming skills (JavaScript
is required).
Skills and Abilities
Leadership and Influence: Ability to influence without authority and
generate measurable results.
Problem-Solving: Effective problem-solving skills and the ability to
work within constraints.
Mentoring and Relationship: Strong mentoring, influencing,
negotiation, and relationship skills.
Solution Design: Experience in designing solutions for clients.
Databases: Experience with relational database systems.
Responsibilities

6. Development: Perform configurations and customizations of
applications, such as Service Catalog, Incident, Facilities, Security,
CMDB and Change.
Optimization: Identify opportunities to improve workflow
processes.
Maintenance: Perform routine maintenance of the platform.
Documentation: Experience in systems documentation.
 
Professional Level
 
The Pleno professional is a developer with solid experience on the
platform, focused on designing, developing and supporting teams.
Gerais Requirements
Experience: Minimum of 2 years working with the ServiceNow
platform and products, focused on solution design and support to
development teams.
Integrations: Experience with integration technologies such as Web
Services, SOAP, HTTP, and MID Server.
Technical Knowledge: Knowledge of web applications, networks,
protocols and e-mail systems (SMTP, POP3).
Development Skills: Programming skills are mandatory (JavaScript
is key).
Responsibilities
Configuration and Customization: Perform configurations and
customizations in applications such as Service Catalog, Incident,
Facilities, Security, CMDB and Change.
Advanced Development: Develop more complex solutions using
JavaScript, HTML, and CSS.

7. Business Processes: Design and implement complex business
processes and workflows.
Application Development: Create and customize applications,
implementing improvements and creating new modules.
Configuration Management: Participate in the management of
configuration and versioning of items.
 
Professional Junior Level
 
The Junior professional is an early career member of the platform, focused
on configuration and support tasks.
Skills and Abilities
Communication: Good written and oral communication skills. Skills
of active listening, presentation and writing of user stories.
Problem Solving: Basic skills in troubleshooting and
troubleshooting.
Technical Skills: Knowledge of database engineering, programming
experience (JavaScript is essential), and familiarity with API and Web
Services.
Responsibilities
Development: Create JavaScript scripts to customize forms, lists,
and business logic.
Setup: Set up simple workflows to automate processes.
Data Management: Import and export data using ServiceNow tools.
Support: Provide technical support to end users and collaborate
with teams on troubleshooting.
 

8.  
The ServiceNow platform is vast, and professionals with specialized
knowledge in specific modules are highly valued. We could create a
detailed profile for an AppEngine Specialist, focusing on skills and
responsibilities unique to that area.
 
Detailed Profile of an AppEngine Expert
 
The AppEngine Specialist is a professional with strong knowledge in low-
code/no-code development and lifecycle management of custom
applications on the ServiceNow platform.
Main Focus: Enable and empower business users to build
applications autonomously.
Mindset: Solution-focused, with a collaborative approach to
empower citizen developers.
Key Skills and Competencies:
oIn-depth knowledge of AppEngine Studio (AES): Ability to
build applications, workflows, experiences, automations, and
data security using AES tools.
oPlatform Governance: Experience in setting up and using the
AppEngine Management Center to monitor application usage
and ensure compliance.
oData Modeling: Ability to design efficient data models for
custom applications.
oAutomation: Experience automating business processes
using Flow Designer and Integration Hub within the
AppEngine ecosystem.
Responsibilities:
oMentoring and Consulting: Act as a consultant for business
users, guiding them in the best practices of design and
development.

9. oLifecycle Management: Manage the lifecycle of applications,
from development to deployment and maintenance.
oTroubleshooting: Diagnose and troubleshoot technical issues
in applications developed on AppEngine.
 
 
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em-servicenow-um-guia-detalhado/ta-p/3365048