Overcome ServiceNow Staffing Challenges with a Clearly Defined Roadmap

As more organizations take advantage of ServiceNow to change processes outside of traditional IT areas such as HR, customer service, marketing, and finance, the search for the right ServiceNow staff becomes even more challenging. One such challenge is keeping ServiceNow personnel on board as part of permanent staff or long enough to finish a project as contractors in a competitive marketplace.

What to Know Before Hiring ServiceNow Staff

Hiring a ServiceNow FTE (full-time equivalent) who will be a growing contributor to an organization for the long haul is as much about what they should expect from the organization as it is about what the organization will expect from the ServiceNow talent. In other words, building a team for ServiceNow requires clear expectations of duties, which includes the talents' responsibilities as IT generalists as well as specialists within the organization. If they don’t have a clear view of the breadth of responsibilities and expectations from the organization, miscommunication will have them looking for the next better opportunity the minute after they arrive.

In addition, spelling out how the organization plans to support their ServiceNow talent goes beyond salary, work hours, and vacations. Organizations should consider incentives, such as bonuses for early project completion or realization of benchmarks, that go above and beyond the written expectation. By showing that you are prepared to invest in them via additional training support helps the ServiceNow talent as well as the organization.

Although the contract that an organization may set up with a ServiceNow contractor specialist may impose specific clauses for duration, expectations, and work product, the same rules apply to keeping contract workers happy as FTEs. A high level of detail in terms of organizational support and incentives tied to performance are crucial to fulfilling ServiceNow staffing needs with the right talent.

In order to meet ServiceNow staffing goals, organizations need to have a solid and detailed roadmap for the platform outlining key milestones to reach in addition to spelling out their offerings and expectations. Only then can they find the right ServiceNow experts who will be there when the organization needs them.