ServiceNow Recruitment: Navigating the Talent Shortage

Thinking of tackling the ServiceNow talent challenge? Think ThunderLabs.

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. 


Case Study: How a University Hired 15 Tech Roles in 3 Months (And Saved 70% on Fees)


A prestigious university faced an urgent need to hire multiple tech roles, including critical ServiceNow positions, within a tight three-month deadline.  
The goal was to transition from consultant service providers to a permanent workforce to ensure core systems, particularly ServiceNow, remained supported.  
The university’s internal talent team was already stretched thin, and existing suppliers had consistently struggled with long hiring times, resource scarcity, dropouts, failed salary negotiations, and negative sentiment. 


ThunderLabs stepped in as the university’s co-source partner, collaborating closely with their internal talent acquisition team. By combining the university’s strengths with ThunderLabs’ expertise, a transformative talent acquisition strategy was implemented, focusing on continuous improvement.

Key initiatives included: 
  • Designing branded content campaigns to attract top ServiceNow talent.
  • Prioritising headhunting over traditional advertising methods to target specific ServiceNow professionals.
  • Revamping the hiring process and interview questions to better assess ServiceNow expertise. 
  • Leveraging ThunderLabs’ unique approach to build a comprehensive shared database focused on ServiceNow candidates. 
  • This database tracked talent pools, progress, and key hiring metrics in real-time, enabling swift, data-driven decisions. 
Key Factors for Success 
  • Maintaining momentum: Consistent progress and quick turnarounds kept the project on track. 
  • Open communication: Transparent and regular updates ensured alignment and adaptability. 
  • Cost efficiency: A commercial model that saved the university 70% on fees, delivering high value at a lower cost.  


In just three months, ThunderLabs and the university successfully filled all the necessary ServiceNow roles. The strategy not only filled vacancies but ensured a perfect fit for the university’s forward-looking vision. A risk-free engagement model, including a returnable retainer, provided confidence and security in the investment. 


Thinking of tackling the ServiceNow talent challenge? Think ThunderLabs. We understand the challenges your internal recruitment teams face and are here to be your partners in overcoming them.  
By leveraging our expertise and extensive network, we can help you find the top-tier ServiceNow professionals you need to drive your business forward. 
With ThunderLabs by your side, you can ensure that your ServiceNow platform is optimised, your projects stay on track, and your organisation meets its growth and profitability goals. Let’s work together to turn these recruitment challenges into opportunities for success. 

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