Roles and Responsibilities
Guide
For Now Create Organization and RACI
Speaker Name
Asset number: 0001181
October 2024
Role Levels: Platform Architect
Senior
•Expertise in multiple modules, leader in complex projects.
Full
•High autonomy, leads projects and defines solutions.
•Greater technical mastery, but still in the process of
improvement. •Defines strategies, leads projects, solves complex problems.
•Autonomy to carry out their tasks, but can seek guidance. •Desenvolvimento avançado: workflows, Scripted REST APIs, scoped
•Performs specific tasks, contributes to projects, can mentor
applications.
junior.
•Mastery of the tools and processes, but may need more •In-depth and comprehensive knowledge of the platform, including all
depth in specific areas. modules.
•Can mentor and mentor junior architects.
•Leads teams of architects, defines the technical direction of the
•Participates in decision-making on specific projects.
projects.
•Responsible for strategic and technical decision-making.
•Abstract: A full ServiceNow architect has technical mastery and autonomy to perform tasks, while a senior leads teams, influences strategies
and is recognized as an expert. The architect carries out projects with less complexity, while the senior one deals with more complex and
strategic projects. .
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Role Levels: Developer
Senior
Full
•Technical leadership of specific projects or
•Development of low to medium complexity fronts of the ServiceNow platform.
Junior
solutions in ServiceNow.
•Design and implementation of complex and
•Implementation and customization of
•Development of low to medium complexity modules such as ITSM, CSM, Platform. scalable solutions.
solutions in ServiceNow. •Desenvolvimento de workflows, client •Desenvolvimento avançado: workflows,
scripts, business rules, catalog items.
•Implementation and customization of Scripted REST APIs, scoped applications.
•Execution of standard integrations using
modules such as ITSM, CSM, Platform. •Complex integrations with multiple systems,
REST APIs and simple SOAP APIs.
•Desenvolvimento de workflows, client •Support in functionality testing and bug use of MID Server and IntegrationHub.
fixing.
scripts, business rules, catalog items. •Definition of technical standards and review
•Participation in requirements gathering
•Participation in requirements gathering sessions, with technical monitoring. of code from other developers.
sessions, with technical monitoring. •Good ability to work with backlogs of •Strategic performance, aligning solutions to
technical demands and sprints.
•Deliveries aligned with ServiceNow best business needs.
•Deliveries aligned with ServiceNow best
practices, under guidance. •Mentoring of full and junior consultants,
practices, under guidance.
raising the technical level of the team.
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Job Levels: Business Process Analyst (BP)
Senior
Full •He has extensive experience and technical knowledge, with mastery
in several business areas.
•technical mastery and knowledge of the area, but may still need
•He has the autonomy to lead projects, make strategic decisions and
guidance.
•autonomy to execute tasks and projects, but may need guidance define the direction of the area.
for more complex decisions.
•Leads the analysis team, coordinates projects, defines strategies,
•Performs analyses, develops solutions, participates in projects
identifies opportunities for improvement, and drives innovation.
and monitors the development of processes.
•Performs complex analyses, defines goals and indicators, leads the
•Customizes processes, tests functionalities and contributes to
strategic planning. implementation of solutions and monitors the performance of the
area.
Abstract: BP Pleno is more focused on the execution and development of solutions, while the Senior is
more focused on leadership, strategy definition, and process management.
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Role Levels: Engagement Manager (EM)
Senior
Full
•He has extensive experience in large projects with ServiceNow and
•Masters the tools and functionalities of the ServiceNow platform, in team management.
in addition to having knowledge in project management •Masters all aspects of the ServiceNow platform, including
methodologies. integration with other tools and systems.
•Manages ServiceNow projects, ensuring they are delivered •Leads complex ServiceNow projects, defines implementation
within scope, deadline, and budget. strategy, manages risk, and makes strategic decisions.
•Can lead smaller teams or act as a technical expert on larger •Leader of larger teams, focused on results and project success.
projects.
•Summary: A Full and Senior ServiceNow Project Manager differ primarily in experience and responsibilities. The Plenum has technical
mastery and experience in the area, while the Senior leads projects of greater complexity, makes strategic decisions and can manage
teams. .
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Thank you
© 2024 ServiceNow, Inc. All Rights Reserved.
6
Confidential.