The ServiceNow Talent Crisis: Global Challenges and Strategic Responses
The Growing Demand for ServiceNow Professionals
The demand for ServiceNow-certified professionals has surged as organisations increasingly rely on the platform for workflow automation, IT service management (ITSM), AI-driven operations, and digital transformation.
According to recent reports, 85% of Fortune 500 companies use ServiceNow, highlighting its critical role in digital transformation efforts.
As ServiceNow expands its capabilities into AIOps, HR service delivery (HRSD), customer workflows, and industry-specific solutions, the need for skilled developers, architects, business analysts, and consultants continues to grow. However, the supply of experienced professionals is failing to keep pace with demand, creating a global talent shortage.
Challenges in Meeting Demand
Despite the high demand, organisations face significant challenges in sourcing qualified ServiceNow professionals:
Skills Gap
A key issue is the skills gap between workforce capabilities and industry needs. While IT professionals express interest in ServiceNow careers, employers struggle to find job-ready candidates.
- 90% of organisations will face digital skills shortages by 2025, potentially leading to $6.5 trillion in losses due to delayed product launches and reduced customer satisfaction.
- 51% of hiring managers cite difficulties in finding ServiceNow specialists who can contribute immediately to complex implementations.
Certification vs Practical Experience
While ServiceNow provides multiple certification pathways, certification alone does not always equate to hands-on expertise.
- Over 300,000 professionals hold a ServiceNow certification, yet a significant proportion lack real-world experience in enterprise-scale implementations.
- Employers now prioritise candidates with practical experience over certifications, making it harder for newly certified professionals to secure roles.
Addressing this issue requires structured mentoring, apprenticeships, and employer-led training programmes.
Impact on Organisations
The shortage of skilled ServiceNow professionals has several knock-on effects:
- Project Delays: Organisations experience slower implementation timelines, affecting digital transformation goals.
- Increased Costs: The scarcity of talent has led to higher salaries and contracting fees, putting pressure on IT budgets.
- Service Delivery Challenges: A lack of available professionals hinders workflow automation and efficiency, leading to delays in service delivery and customer dissatisfaction.
Initiatives to Bridge the Talent Gap
To tackle these challenges, ServiceNow and its partners have launched several initiatives:
RiseUp with ServiceNow
Launched in 2022, this global programme aimed to train one million individuals in ServiceNow skills by 2022. It provides free digital training pathways for job seekers from non-traditional tech backgrounds and helps businesses upskill existing employees rather than relying solely on external hiring.
ServiceNow University
Building on the success of RiseUp, ServiceNow University now offers over 600 free courses and 18 job-related certification pathways. This initiative enables professionals to gain practical expertise, bridging the gap between certification and enterprise-level experience.
Conclusion
The ServiceNow talent shortage is not just a hiring challenge—it is a systemic workforce development issue. As demand for skilled professionals continues to rise, organisations must shift from reactive recruitment to proactive skills development. Prioritising internal upskilling through AI-powered learning modules, mentorship programmes, and structured apprenticeships can help bridge the experience gap. Diversifying talent pipelines by partnering with universities and training providers will attract fresh talent, while embracing AI-driven automation can reduce reliance on manual workflows and free up specialists for strategic projects. Additionally, businesses must globalise their talent strategies by blending nearshore and offshore teams to balance cost, quality, and availability.
However, even with these efforts, securing top-tier ServiceNow professionals remains a challenge, making it essential to partner with a specialised ServiceNow recruiter like Linking Humans. With deep industry expertise and an extensive network of certified ServiceNow professionals, Linking Humans connects businesses with the right talent—whether for permanent, contract, or freelance roles—ensuring organisations can implement and scale their ServiceNow solutions efficiently. By combining internal workforce strategies with the expertise of a dedicated recruitment partner, organisations can future-proof their ServiceNow capabilities and maintain a competitive edge in the evolving digital landscape.