ServiceNow Recruitment: Navigating the Talent Shortage

ServiceNow has become the go-to platform for organisations looking to boost business responsiveness and implement robust global capabilities. But internal hiring managers are facing a massive hurdle.  

Over four-fifths (81%) are looking to bring a ServiceNow professional on board within the next year. But they report that it takes an average of four months and three weeks to find a suitable candidate. 

The shortage of experienced professionals is palpable. It’s not just the lengthy hiring process that’s a problem. It’s the fierce competition among employers vying for the same limited talent pool. This scenario is causing significant headaches for companies that need ServiceNow expertise to drive their operations. 

Understanding the root of these challenges can help organisations strategise better. By addressing the specific issues in the hiring process, companies can streamline their efforts and secure top-tier ServiceNow professionals more efficiently. 

Why Recruiting ServiceNow Professionals Is Challenging 

1. High Demand and Low Supply 

The shift towards cloud-based digital workflow management is fuelling an unprecedented demand for ServiceNow. Approximately 5,400 enterprise customers, including nearly 75% of the Fortune 500, are leveraging ServiceNow to enhance productivity.  

With the market’s robust growth, it’s no surprise that IDC forecasts 90% of organisations will face digital transformation-related skills shortages by 2025.  

2. Specialised Skill Set 

ServiceNow professionals are expected to have a unique mix of technical skillset and business acumen. They need to master development, configuration, and administration of the platform while being well-versed in IT service management (ITSM) processes. This rare combination makes it difficult to find qualified candidates.  

Research data reveals that 70% of hiring managers acknowledge a significant skills gap, with 51% citing the arduous task of finding the right talent in a timely manner. 

3. Certification Requirements 

ServiceNow certifications such as Certified System Administrator, Certified Implementation Specialist, and Certified Application Developer are crucial.  

These credentials not only validate a professional’s expertise but also make them highly sought after in the job market. But obtaining these certifications demands considerable time, money, and effort, thereby shrinking the po4ol of eligible candidates.  

Certified professionals, who are 38% more productive and stay longer in their roles, are particularly challenging to recruit due to these stringent requirements. 

4. Competitive Market 

The hunt for ServiceNow talent is fiercely competitive across various sectors, from finance to healthcare to education. This competition inflates salaries and benefits, making it hard for some organisations to keep up.  

According to a survey, 19% of professionals received pay increases because their employers wanted to retain them amidst the talent crunch, highlighting the intense competition. 

5. Rapid Technology Evolution 

ServiceNow is continually evolving, with regular updates and new features. This rapid pace necessitates ongoing learning and adaptation, which can be daunting for professionals.  

Organisations are investing in continuous training and development to keep their teams updated, adding another layer of complexity to the recruitment process.   

6. Geographical Constraints 

In regions outside major tech hubs, finding ServiceNow talent is even more challenging. The talent pool is often concentrated in specific areas, making it tough for organisations in other locations to recruit effectively. 

Organisational Impact 

The lack of ServiceNow professionals is not just an HR headache — it’s a business problem. Here’s how it’s affecting organisations: 

1. Less Growth Than Expected  

Without the right talent, organisations struggle to implement and optimise their ServiceNow platforms effectively. This leads to slower project execution and reduced innovation, stunting overall growth.  

ServiceNow’s capabilities in automating workflows and improving service delivery are underutilised, causing companies to miss out on potential efficiency gains and new business opportunities. 

2. Decreased Profitability 

Profitability takes a hit when companies can’t find the right ServiceNow experts. Inefficiencies in workflow management and service delivery result in higher operational costs and lost revenue.  

The inability to leverage ServiceNow fully means organisations spend more time and resources on manual processes, which could otherwise be automated and streamlined. 

3. Difficulty Meeting Demand for Services 

A shortage of skilled professionals means that companies struggle to keep up with customer and client demands. This can lead to delays in service delivery, decreased customer satisfaction, and a tarnished reputation.  

ServiceNow’s role in enhancing responsiveness and efficiency becomes critical here, and without the right talent, companies can’t meet the market’s expectations. 

4. Increased Costs Due to Hiring Contractors 

To fill the talent gap, many organisations resort to hiring contractors, which can be significantly more expensive than full-time employees.  

While this provides a temporary solution, it increases overall costs and doesn’t guarantee the long-term stability and consistency needed for successful ServiceNow implementation and maintenance. 

5. Missing Project Deadlines 

When organisations lack the right ServiceNow talent, project timelines extend, and deadlines are missed. This not only affects current operations but also delays future projects and initiatives.  

The agility that ServiceNow offers in project management and execution is lost, causing a ripple effect across the organisation’s strategic goals. 

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