From Technical Support to ServiceNow Development
Akash R.
Akash started his IT career in Technical Support. He had experience working with users, troubleshooting issues, and handling support tickets. But after spending time in support, he wanted to move towards a role where he could build solutions instead of only resolving problems.
That's when he discovered ServiceNow. He started learning the platform from the fundamentals: ITSM, administration, scripting, workflows and integrations.
Initially, ServiceNow looked completely new to him. He had to understand both the platform and the development concepts behind it.
With consistent practice, Akash started building applications and working on real-world scenarios involving Incident, Problem, Change, Service Catalog, Client Scripts, Business Rules, Script Includes, GlideAjax, and integrations.
His support experience eventually became an advantage. He already understood how IT support teams work. Now he could automate and build solutions for those same business processes. He successfully transitioned into a ServiceNow Developer role.
Career journey
- Background IT graduate
- Starting role Technical Support
- Phase 1 ServiceNow fundamentals
- Phase 2 ITSM + administration
- Phase 3 JavaScript + scripting
- Phase 4 Business Rules + Client Scripts
- Phase 5 GlideAjax + Script Includes + integrations
- Career transition Technical Support → ServiceNow Developer
- Current role ServiceNow Developer
What changed
- Technical Support
- ServiceNow Development
- Ticket resolution
- Solution development
- Manual processes
- Platform automation
- Limited ServiceNow exposure
- Hands-on ServiceNow expertise
- Support career path
- ServiceNow technology career
The experience you already have can become your biggest advantage when you learn how to apply it in a new technology.