This is the kind of information I needed when I was starting my career and having my first contact with such an amazing platform.

If you're thinking about changing careers and starting strong in technology, this article is for you.

Let’s start with a story.

Imagine a company stuck in the past.

They rely on paper, Excel spreadsheets, and emails for requests.

Everything is slow. Everything is manual.

Your desk is full of papers, pens, and piles of forms.

Now, imagine you need a new laptop for work.

What do you do?

1. First, you talk to your manager.
2. Then, they ask you to send an email to the IT department.
3. The email gets lost among so many others.
4. You send another email.
5. They ask you to fill out a paper form.
6. The form takes days to reach the right person.

And weeks go by. And you’re still without your laptop.

This slow process leads to:

• Work delays.
• Frustrated employees.
• Money being wasted.
• Even security risks since everything relies on manual controls.

Now imagine this same company… using ServiceNow.

Instead of paper and lost emails, you access a simple portal.

You click on “Request Laptop.”

Done. The system automatically:

• Notifies the responsible people.
• Checks if there are laptops available in stock.
• Creates a task for the IT team to prepare and deliver it.

In days (not weeks), your laptop arrives.

It’s faster. Safer. Cheaper.

Who uses ServiceNow?

In my early days working with ServiceNow, due to my lack of experience and maturity, I had simple doubts like this. It took me a while to understand that most of the time, ServiceNow is used by the company’s own employees.

It’s not a tool focused on external customers but rather for internal employees to submit requests, track processes, and solve their daily tasks.

For example: when an employee needs to request a laptop (as mentioned earlier), a new badge, system access, a reimbursement, vacation, or even report a technical issue… all of this can be done within ServiceNow.

The platform's main goal is exactly to improve the employee experience and make the company’s operations more efficient and organized.

And what are the career paths with ServiceNow?

The ServiceNow job market is growing rapidly worldwide, including in Brazil. Since it's a robust platform with many modules and possibilities, there are also various career paths for those who want to work with it.

Here are some examples I’ve found during my journey:

• ServiceNow Administrator: Responsible for keeping the platform running, performing configurations, adjustments, and ensuring everything works smoothly day-to-day.
• ServiceNow Developer: Builds standard configurations and custom features like widgets, automations, and integrations. Uses JavaScript and the platform’s own tools.
• Solution Consultant: Understands clients' business processes and translates these needs into solutions within ServiceNow, not necessarily involving programming.
• Solution Architect: Designs the entire platform architecture, defining how modules, workflows, integrations, and customizations should work in a secure, scalable, and efficient way.
• Module Specialist: Professionals who specialize in areas like ITSM, HRSD, CSM, SecOps, GRC, Employee Center, among others. Each module has its own specifics, and this is a highly valued career path.
• ServiceNow Project Manager: Focused on leading implementation and improvement projects. Manages deadlines, scope, quality, and communication with clients.

The most interesting part is that you can enter this field coming from different backgrounds: technology, administration, processes, security, customer service, and even human resources.

And it’s a career with high demand in the international market, offering good salaries and a real possibility of working from anywhere in the world.

So… what is ServiceNow?

ServiceNow is much more than just a portal to request laptops.

It is a platform that automates all kinds of company processes and, in one place, connects people, systems, and departments.

ServiceNow has hundreds of modules, automations, artificial intelligence, and integrations. With all that, ServiceNow literally becomes the brain of the company.

And what are ServiceNow modules?

ServiceNow is like a big toolbox for companies. Inside this box, there are several modules, which are simply sets of functionalities designed to solve specific needs within the company.

Each module focuses on a type of service or department.

For example:

• ITSM (IT Service Management): IT service management. This is where employees can open tickets, report issues, or request things like laptops, software, or access.
• HR Service Delivery: Focused on HR. Employees can request documents, benefits, badges, onboarding tracking, and much more.
• Customer Service Management (CSM): While most modules are internal, this one allows companies to provide support to external customers, centralizing service and issue resolution.
• Security Operations (SecOps): Focused on the company's cybersecurity, helping identify, manage, and resolve security incidents.
• Governance, Risk, and Compliance (GRC): Focused on risk management, compliance, and internal audits.

These are just a few examples. There are many other modules, and something truly impressive is that they are all connected, creating a fully integrated operation within the company.

In summary

ServiceNow transforms companies that depend on manual processes (Excel, emails, forms, etc.) into digital companies. In other words, it transforms, automates, and digitizes business processes.

It’s present in every market, and chances are you have at least 5 apps on your phone from companies that have transformed their processes with ServiceNow.

Because it’s a platform that saves time, reduces both costs and risks.

I hope you enjoyed this introduction. If you can share the blog, I’ll be grateful. That way it keeps going, and we grow together!

See you in the next post!