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NELSONFRANKS A L A R Y S U R V E YAn independent study of salaries and market trends across the global ServiceNow® community.

I’M DELIGHTED TO WELCOME YOU TO THE LATEST EDITION OF THE NELSON FRANK SALARY SURVEY. WE’RE EXTREMELY PROUD TO PRESENT THIS INDEPENDENT REVIEW OF THE SERVICENOW COMMUNITY - ONE THAT LOOKS AT SALARIES, BENEFITS AND COMPENSATION, AND MARKET TRENDS AND DEVELOPMENTS ACROSS THE WORLD.

In this challenging climate we’re all currently facing, organizations of all sizes are looking to digitize their workflows and move their operations to the cloud, and ServiceNow has continued to see its customer base grow, which makes this an incredibly exciting piece of technology to be involved with.

The aim of this report is to provide a snapshot of the community working with ServiceNow. How do your peers around the world feel about the platform? What do they think is necessary to succeed professionally? What sort of remuneration can you, or your team, expect to receive? Whether you’re an individual with an eye on taking your career to the next level, or you’re looking at your team of ServiceNow professionals, the following pages will serve as an invaluable guide in answering key questions and highlighting trends across the ecosystem.

I’d like to offer a very genuine thank you for the contribution of the ServiceNow community to this year’s survey.

As ever, if you have any thoughts or comments, please email [email protected]. Your feedback is essential to making sure this survey remains a success going forward.

James Lloyd-TownshendChairman and CEO

Nelson Frank International

WELCOMECONTENTSThe Nelson Frank Salary Survey 2020/21 is an independent publication and is neither affiliated with, nor authorized, sponsored, or approved by, ServiceNow. Nelson Frank is a third-party recruitment firm and not affiliated with ServiceNow Inc.

©2020 Frank Recruitment Group. All rights reserved.All other trademarks are the property of their respective owners.

About Us 03

Candidate Search 04

Survey methodology 04

Key findings 05

Survey demographics 06

Industry representation 07

Skills and experience 08

Most used ServiceNow products 08

ServiceNow certifications 09

Employee benefits 10

Job satisfaction 12

Increase your earning potential 12

Contractor focus 13

End user focus 14

Partner focus 16

Equality, inclusion and diversity 17

Salary tables 19

www.nelsonfrank.com 2

mailto:survey%40nelsonfrank.com?subject=

mailto:contact%40nelsonfrank.com?subject=

WE ARE THE GLOBAL

LEADERS FOR SERVICENOW

SOLUTIONS

Our team of experienced consultants work solely on ServiceNow recruitment, resulting in an unrivaled knowledge of the ecosystem and the challenges that face those working in it. We’re ready and willing to provide you with the right options for your next project.

Whether you’re a ServiceNow professional, partner, or end user—Nelson Frank is the world’s leading voice when it comes to ServiceNow staffing solutions.

TYPICAL SERVICENOW ROLES WE RECRUIT FOR:• Solution Architects

• Solution Consultants

• Technical Consultants

• Implementation Consultants

• Pre-Sales Consultants

• User Experience Analysts

• Configuration Management

We have working relationships with 75% of the world’s

ServiceNow partners

More experienced ServiceNow consultants working across the USA

and EMEA than any other recruiter

More than 27,000 ServiceNow

professionals in our global database

• CMDB Analysts

• Business Analysts

• Systems Administrators

• Lead Developers

• Software Developers

• Account Managers

• Project Managers

ABOUT USNELSON FRANK IS THE GLOBAL LEADER WHEN IT COMES TO SERVICENOW STAFFING SOLUTIONS. NO MATTER WHERE YOU ARE IN THE WORLD, WE WORK WITH ORGANIZATIONS AND JOB SEEKERS TO FIND AND DELIVER THE VERY BEST SERVICENOW PROFESSIONALS ON THE PLANET.



CANDIDATE SEARCH

Built specifically to help our clients access the world’s leading tech talent, it’s the biggest resource of its kind within ServiceNow recruitment.

Nelson Frank’s Candidate Search contains the best ServiceNow professionals around the world, who have all been individually pre-screened and approved by our expert recruitment consultants.

HOW TO USE OUR CANDIDATE SEARCHEnter your requirements into the Nelson Frank Candidate Search and filter your results by skills, location, industry sector, job title and availability.

You can immediately look at the profiles of qualified ServiceNow professionals that our recruitment consultants have approved.

Either save your searches, or sign up to our email service for updates as soon as new applicants that match your needs are uploaded.

You can then request resumes of the candidates that are of interest and take your next step in securing the best IT professional for your business.

OUR ONLINE DATABASE OF HAND-PICKED SERVICENOW PROFESSIONALS IS UNMATCHED ANYWHERE ON THE PLANET.

METHODOLOGYTHIS REPORT IS BASED ON A RECORD NUMBER OF RESPONSES FROM SERVICENOW PROFESSIONALS AROUND THE WORLD PRIOR TO THE CORONAVIRUS OUTBREAK IN EARLY 2020. IT SPANS A WIDE RANGE OF PERSONAL AND PROFESSIONAL BACKGROUNDS, MAKING IT A BALANCED REPRESENTATION OF THE SERVICENOW COMMUNITY.

Each response is validated by our team of data experts using robust statistical analysis and automated validation rules in order to appear in the final set of results. Any responses that don’t pass our validation rules and analysis, or that are deemed questionable, incomplete or duplicate, were removed in order to provide meaningful results.

Salary information from survey responses was aggregated and anonymized and is included solely for benchmarking purposes. No information given is in connection with any individual role or hiring decision.

Please consider the following when interpreting the data in this report:

• Not all percentages add up to 100% due to some questions having multiple choice answers.

• For single choice questions, answers are rounded so not all responses will total 100%.

• Findings based on a small sample of results (i.e., under 5%) should be taken as indicative only.

• For questions that asked for an open response, there may be some overlap in the quotes used.

• The themes identified in those responses are not displayed in any order of importance and is purely representative of the answers given.

TRY THE CANDIDATE SEARCH FOR FREE:CANDIDATE-SEARCH.NELSONFRANK.COM


https://candidate-search.nelsonfrank.com/search/results


KEY FINDINGSServiceNow IT Service Management is the most used ServiceNow product by our survey respondents—see PAGE 08

69% of respondents hold at least one ServiceNow certification — see PAGE 09

of those professionals with certifications, had those certifications paid for in full by their employer—see PAGE 09

After earning a certification, a professional’s salary increases by an average of 27%—see PAGE 09

of all challenges during ServiceNow projects stem from a lack of internal skills PAGE 15

74% of ServiceNow professionals are satisfied in their current role—see PAGE 12

ServiceNow Partners were used for implementation of the product by 61% of end users. PAGE 14

76% of ServiceNow partner employees have seen an increase in their workload in the last year – see PAGE 16

95%

69% 27%

48%

69%

20%



Americas • 64%

Rest of the world • 7%

Europe • 7%

Asia • 15%

Oceania • 7%

GEOGRAPHICAL SPLIT GLOBALLY

BREAKDOWN BY ETHNICITY

SURVEY DEMOGRAPHICS

50%

32%

5%3%

1% 1% 8%

BREAKDOWN BY GENDER

BREAKDOWN BY AGE

2% of respondents did not specify their age

8% of respondents prefer not to specify their ethnicity.

18-24 yrs 3%

25-34 yrs 44%

35-44 yrs 29%

45-54 yrs 15%

55+ yers 7%

USA 58%

Canada 6%

India 15%

Australia 6%

New Zealand 1%

United Kingdom 3%

Poland 1%

France 1%

Germany 1%

Spain 1%

White or Caucasian

Asian

Hispanic or Latino

Black, African or Caribbean

Arab

Mixed / multiple ethnic groups

Male

Female

Not specified

81%

16%

3%



EDUCATION LEVEL76% of respondents hold the equivalent of a bachelor’s degree qualification or higher.

SIZE OF THE ORGANIZATIONThe majority of our respondents (75%) work in organizations with more than 200 employees.

EMPLOYMENT STATUS

INDUSTRY SECTORS

EMPLOYER TYPE

50% 26% 10% 6%

Bachelor's Degree or equivalent

Master’s Degree or equivalent

Some College Associates Degree or Certificate or equivalent

Trade or Vocational Degree or Certificate or equivalent 4%

High School Diploma, GCSEs or equivalent 3%

Doctorate, Professional Degree or equivalent 1%

Some High School 1%

This refers to the respondents’ employment status before the coronavirus outbreak. We can speculate that the subsequent rise in redundancies and furloughing would now impact these figures.

84%

47%

46%1% 9%2% 5%7% 13% 37%12% 11% 4%

3% 1% 4%

1%

11%

3%

1%

Permanent – full-time

Permanent – part-time

Freelance/contractor

Unemployed

Sabbatical/career break

‘Other’ responses include independent consultants, but not a partner, and those employed by ServiceNow.

ServiceNow partner

End user (i.e. ServiceNow customer)

ServiceNow ISV (Independent Software Vendor)

ServiceNow competitor

Other software business

1 employee2-10 employees11-50 employees51-200 employees201-500 employees501-1,000 employees1,001-5,000 employees5,001-10,000 employeesMore than 10,000 employeesNot sure

WHICH INDUSTRIES ARE REPRESENTED?

IT Services 35%

Consultancy/Agency 14%

Health and Life Sciences 7%

Professional Services 5%

Software/Internet 5%

Banking and Finance 4%

Retail 3%

Financial Services 3%

Insurance 2%

Manufacturing 2%

Education 2%

Pharmaceutical 2%

Energy 2%

Carriers/Telecommunications 2%

Other 12%

‘Other’ industries include Entertainment, Hospitality, and Transport and Logistics.



SKILLS AND EXPERIENCE

WHAT IS THE MOST USED SERVICENOW PRODUCT?

TENURE IN EACH ROLEProfessionals spend an average of 4 years in the same role. The highest tenure in a role was 20 years.

EXPERIENCE WORKING IN THE TECH INDUSTRY

EXPERIENCE WORKING WITH SERVICENOW

0-2 years 4%

3-5 years 18%

6-8 years 13%

9-11 years 13%

12-14 years 10%

15-17 years 10%

ServiceNow IT Service Management(e.g., Incident Management, Problem Management and Configuration Management Database, etc.)

95%

ServiceNow Application Development (e.g., Agile Development, Delegated Development, ServiceNow Store, Studio, etc.) 62%

ServiceNow IT Operations Management (e.g., Discovery, Cloud Management and Event Management, etc.) 57%

ServiceNow IT Business Management (e.g., Project Portfolio Management, Resource Management and Agile Development, etc.) 53%

ServiceNow Customer Service (e.g., Customer Service Management, Field Service Management, and Knowledge Management)

53%

ServiceNow HR Service Delivery (e.g., Case and Knowledge Management, Service Center, Enterprise Onboarding and Transitions)

35%

ServiceNow Security (e.g., Security Operations and Governance, Risk and Compliance) 26%

Other (Including Service Portal, and ServiceNow products with integrations) 6%

SERVICENOW PROFESSIONALS HAVE AN AVERAGE OF 14 YEARS’ WORK EXPERIENCE IN THE TECHNOLOGY INDUSTRY, WITH SERVICENOW PARTNERS AVERAGING 13 YEARS, AND END USERS AVERAGING 15 YEARS.

18-20 years 9%

21-23 years 6%

21-23 years 7%

24-26 years 3%

27+ years 10%

41%

20%

27%

10%2%

0-2 years

3-5 years

6-8 years

Respondents have spent an average of 5 years working with the technology in a commercial environment.

45% of the professionals surveyed tell us that they’d cross trained—having worked with a competitor product before moving on to ServiceNow.

9-11 years

12+ years

HOW DO YOU KEEP UP TO DATE WITH SERVICENOW?

Our Nelson Frank blog is a go-to resource for ServiceNow professionals across the globe.

Our blog includes up-to-date information and advice on how to get the most out of your ServiceNow product, and tips on how to develop as a ServiceNow professional and deliver business continuity – even in trialling times.

Other popular resources, as recommended by respondents from our survey, include:

• Official ServiceNow Community: community.servicenow.com/community

• Official ServiceNow Developer Program*: developer.servicenow.com/dev.do

• Code Creative: codecreative.io

• ServiceNow Guru: servicenowguru.com

• ServiceNow Workflow: workflow.servicenow.com

• ServiceNow Elite: servicenowelite.com/blog

*Please note - a ServiceNow login is required to access this website.



https://community.servicenow.com/community

https://developer.servicenow.com/dev.do

https://codecreative.io/

https://www.servicenowguru.com/

https://workflow.servicenow.com/

https://www.servicenowelite.com/blog

http://www.nelsonfrank.com/servicenow-blog/

http://www.nelsonfrank.com/servicenow-blog/

SERVICENOW CERTIFICATIONS77% OF RESPONDENTS BELIEVE THAT CERTIFICATIONS GIVE YOU THE EDGE IN THE JOB MARKET. 69% have at least one ServiceNow certification, 20% don’t currently hold a certification, while the remaining 11% say that they are working towards one.

Many people are using their time in lockdown or on furlough to advance their certification, so next year we anticipate a further rise in the number of ServiceNow professionals who hold certification.

WHAT ARE THE MOST POPULAR SERVICENOW CERTIFICATIONS?

The top 10 ServiceNow certifications are:

5. CIS – Customer Service Management

9%

6. CIS – Human Resources 9%

7. CIS – Project Portfolio Management 6%

The ServiceNow Certified System Administrator certification is the most popular certification, completed by 84% of ServiceNow professionals, equipping users with the knowledge and skills to maintain and configure the application in their workplace1.1 Source: ServiceNow.

8. CIS – Service Mapping 6%

9. CIS – Event Management 6%

10. CIS – Software Asset Management

5%

84% 41% 32% 11%

1. Certified System Administrator

2. CIS – IT Service Management

3. Certified Application Developer

4. CIS – Discovery

WHAT ARE THE MOST POPULAR MICRO-CERTIFICATIONS?

The top 10 ServiceNow micro-certifications are:

MC – Virtual Agent 30%

MC – ServiceNow Platform Subscription Model 26%

MC – Performance Analytics 25%

MC – Automated Test Framework 21%

MC – Flow Designer 21%

MC – Predictive Intelligence 19%

MC – IntegrationHub 16%

MC – Application Portfolio Management 16%

MC – Service Portal 16%

MC – HR Integrations 15%

1

6

2

7

3

4

Virtual Agent is the most popular micro-certification, with 30% of respondents having earned it, enabling them to use an enterprise chat bot solution and resolve common IT requests1.1 Source: ServiceNow

THE IMPACT OF CERTIFICATION ON SALARY39% of professionals with a certification received a pay rise after successfully completing their training.

For insights on the ServiceNow certifications that professionals believe are most likely to increase your earning potential – see page 12 for more information.

69% 22% 9%My employer paid in full

for my certificationsI self-funded my

certificationsMy employer partially

paid for my certifications

Salary remained the same after certification

Salary increased after certification

61% 39%

OF THOSE THAT REPORTED A SALARY INCREASE POST-CERTIFICATION, THEY EXPERIENCED AN AVERAGE SALARY INCREASE OF 27%.


ARE EMPLOYERS CONTRIBUTING TOWARDS THE COST OF CERTIFICATIONS?


https://www.servicenow.com/services/training-and-certification/certified-system.html

https://www.servicenow.com/services/training-and-certification/virtual-agent.html

Bonus 48%

Vision / optical plan 47%

Certification exam vouchers 44%

Flexible working location 43%

PERMANENT EMPLOYEES Permanent employees work an average of 44 hours a week; varying from just 6 up to 70 hours in a typical working week.

EMPLOYEE BENEFITSWorkplace benefits show that organizations care about their employees’ health, wellbeing and professional development.

Alongside salary, what is expected in the role, and working hours, employees will look at the benefits offered by a company

when deciding whether to stay in their current role or move on.

As well as exploring the benefits currently available to ServiceNow professionals, we also questioned our respondents about the perks they most desire and what would influence their decision to accept a new role.

The top 12 work perks that permanent ServiceNow professionals currently receive include:

Dental plan 55%

Retirement savings plan / 401(k) match / pension contributions

54%

Life insurance 51%

Training and development opportunities

49%

Health / Medical insurance

Company laptop Home working Flexible working hours

70%1

6

67%2

711

66%3 55%4

Only 2% of employees tell us that they don’t receive any work perks.

We also asked respondents about any unique or interesting incentives. The more unusual benefits include company store discount, offers on cable TV, office snacks and casual dress codes.

WHAT WORK PERKS WOULD YOU LIKE?The top 10 most desired work perks include:

13th month pay / end of year bonus

4 weeks or more paid time off

Bonus

Gym membership / fitness expense

Certification exam vouchers

Breakfast and/or lunch provided

Air travel tickets

Attend industry events

Shares in the company / reduced priced shares in the company

Cell phone / mobile phone allowance

More women than men would like free air travel (32% vs. 17% respectively). Whereas, more men than women would like 4 weeks or more vacation time (27% vs. 25% respectively).

An attractive and generous benefits package will not only attract the best talent, but it will also help to retain them for longer.

33% 20%27% 20%24% 19% 17%21% 19% 16%



WHAT BENEFITS WOULD ENCOURAGE YOU TO ACCEPT A JOB OFFER? The top 10 perks that would encourage professionals to accept a new role include:

4 weeks or more paid time off 37%

Bonus 34%

Health / medical insurance 29%

Home working 26%

13th month pay / end of year bonus 25%

Flexible working hours 17%

Training and development opportunities 16%

Retirement savings plan / 401(k) match / pension contributions 15%

Flexible working location 12%

Certification exam vouchers 8%

37% of candidates place high value on more vacation time, and this is relatively low-cost for employers to implement.

A third (34%) would like a salary bonus for when they go above and beyond expectations. A variety of bonus structures exist (e.g., discretionary or non-discretionary, awarded to individuals, teams or company-wide), but all types look to motivate and reward staff for their increased productivity and good performance.

The coronavirus pandemic has fundamentally changed the global approach to work and the workplace. Two of the top six perks are now offered as standard by many organizations: remote working and flexible working hours. What was once seen as a perk is now mandatory for a lot of people working in countries currently in lockdown.

Post COVID-19, how can you continue some of these initiatives? This poses challenges for business, as with remote working and flexible hours now standard, what else can companies offer employees to attract and retain the best talent?

One initiative we started is offering free online yoga classes to all employees. These sessions take place before work or during lunch hours and are perfect for helping to keep our teams healthy and energized.

94% OF PERMANENT EMPLOYEES TELL US THAT SALARY ASIDE, WORKPLACE BENEFITS ARE IMPORTANT WHEN DECIDING ON WHETHER TO ACCEPT A JOB OFFER OR NOT.

DAYS SPENT WORKING REMOTELY

24% 25% 11% 8% 5% 27%0 days / never 1 day 2 days 3 days 4 days Full time

Before the coronavirus outbreak and government advice to work remotely where possible, we found that 25% of permanent ServiceNow professionals worked from home at least one day a week, while 27% worked remotely full-time. However, just under a quarter (24%) never worked from home and were possibly not offered home working as a benefit.

It will be interesting to see whether businesses change their policies on remote working in the

months that follow COVID-19. Many companies had to very quickly go from entirely on-premise to entirely remote workplaces in a matter of hours and days. Where perhaps there was a resistance to change, there appears to now be an acceptance that remote working not only can work in theory but does work in practice. This could see an incredible upswing in days spent working remotely across all levels of tech jobs.

PAID TIME OFFPermanent employees tell us that they receive on average 20 days paid time off (PTO) a year, while 10% are given unlimited time off.

It’s of no surprise that the average PTO days vary by country, due to the differences in global employee rights, for example:

WORKING OUTSIDE OF OFFICE HOURS88% of permanent employees work outside of their contracted working hours; and this is a regular occurrence for 31% of respondents.

Always

Usually

Sometimes

Rarely

Never

I am contracted to work to the business needs rather than working set hours.

13%

18%

33%

24%

8%4%

27 days

19 days

19 days

United Kingdom Australia United States of America



JOB SATISFACTIONWe asked participants to rate their satisfaction with different aspects of their employment.

Thankfully, the majority of people (82%) are satisfied with their colleagues. This is vitally important as research suggests that meaningful relationships are key for workplace wellbeing1.

Satisfied Neutral Dissatisfied

Colleagues 82% 13% 5%

Working hours 80% 14% 6%

Work-life balance 76% 16% 8%

Location 75% 17% 8%

Office environment 69% 19% 12%

Company culture 66% 21% 13%

Development 65% 23% 12%

Benefits 64% 23% 14%

Salary 62% 23% 15%

Training 57% 25% 18%

Career progression 56% 26% 18%

Overall job satisfaction 74% 17% 8%

Satisfied Neutral Dissatisfied

Executive (board level) 69% 22% 9%

Management 81% 11% 7%

Non-management / Experienced level 74% 18% 8%

Important Neutral Unimportant

Years of experience in ServiceNow 87% 11% 2%

Years of experience in IT 80% 16% 4%

Exposure to large projects 74% 23% 3%

ServiceNow certifications 62% 29% 9%

Specific vertical industry experience 48% 40% 12%

University degree(s) 45% 33% 23%

OVERALL JOB SATISFACTION BY JOB LEVEL

1Source. The Myers Briggs Company.

HOW TO INCREASE YOUR EARNING POTENTIAL

ServiceNow professionals consider the following factors important for increasing their earning potential:

WHICH CERTIFICATIONS ARE LIKELY TO INCREASE YOUR WORTH?Certifications deemed most likely to increase your earning potential include ServiceNow CIS – Discovery (37%) and ServiceNow Certified Application Developer (37%).

ServiceNow CIS – Discovery 37%

ServiceNow Certified Application Developer 37%

ServiceNow CIS – IT Service Management 33%

ServiceNow CIS – Service Mapping 25%

ServiceNow CIS – Human Resources 25%

ServiceNow CIS – Security Incident Response 22%

ServiceNow Certified System Administrator 20%

ServiceNow CIS – Customer Service Management 19%

ServiceNow CIS – Event Management 18%

ServiceNow CIS – Risk and Compliance 17%

ServiceNow CIS – Cloud Management 17%

ServiceNow CIS – Software Asset Management 16%

ServiceNow CIS – Project Portfolio Management 15%

ServiceNow CIS – Vulnerability Response 14%

ServiceNow CAS – Performance Analytics 10%

ServiceNow CIS – Vendor Risk Management 8%

ServiceNow CIS – Application Portfolio Management 7%

ServiceNow CIS – Field Service Management 2%

Not sure 17%



https://www.themyersbriggs.com/download/item/80be98c212b94033b65bfeb20ae36fd2

CONTRACTOR FOCUS

Contractors that took part in our survey work an average of 42 hours a week; although this varies between 30 and 60 hours per week

13

9

3

10

42

36

2Average contract length: 13 months

The most clients any one contract

employee is currently working with is 9

Average number of current projects

The most number of projects that any one contract employee is

working on currently is 10

The longest reported contract

length is 36 months

Average number of current clients

www.nelsonfrank.com 13www.nelsonfrank.com 13


END USER FOCUSMIGRATING TO SERVICENOW

Yes, from a different ITSM system to ServiceNow

Yes, from another legacy system to ServiceNow

No

Not sure

ServiceNow Partner

In-house employee(s)

Contractor

41%

25%

19%

15%

35%

18%7%

12%

28%

66% of end user organizations have migrated to ServiceNow from a competitor product in the last 12 months. Of those respondents whose organization has implemented ServiceNow, 60% were personally involved in the migration.

‘Other’ responses include the ability to configure and customize ServiceNow, reporting abilities and the ease of updating ServiceNow.

WHY DID YOU IMPLEMENT SERVICENOW?

72% 38% 31%14% 29%

Needed global capabilities 19%

Post implementation support 10%

Not sure 5%

Other 10%

Ease of user adoption 26%

Cost reduction 25%

Integration of 3rd party vendors 22%

Lack of confidence in previous vendor 21%

Functionality of the product

Moving to the cloud

Ease of implementation

HOW DID YOU IMPLEMENT SERVICENOW?61% of end users tell us that their organizations used a ServiceNow partner to implement ServiceNow, compared to 45% who used their in-house resources only.

ServiceNow Implementation Team

Not sure

61%

45%

27%

26%

9%

Of the organizations that used a ServiceNow partner, 45% also bolstered this support with their in-house teams.

Are you an organization looking to implement ServiceNow, but lacking in-house resources? Find your next hire by visiting Nelson Frank Candidate Search and instantly access thousands of skilled ServiceNow professionals for free.

HOW LONG SHOULD A MIGRATION TAKE?The majority of ServiceNow implementations take between 1 and 9 months to complete.

7-9 months 16%

10-12 months 14%

More than 12 months 12%

Not sure 14%

SERVICENOW PARTNER IMPLEMENTATION: HOW WOULD YOU RATE YOUR IMPLEMENTATION PROVIDER?

Excellent

Good

Satisfactory

Unsatisfactory

Poor

1-3 months 4-6 months


https://candidate-search.nelsonfrank.com/aboutus

https://candidate-search.nelsonfrank.com/aboutus


CHALLENGES YOU MAY EXPECT TO FACE DURING THE IMPLEMENTATIONChallenges you may expect to face during the implementation

User adoption challenges 53%

Lack of appropriate skills internally 48%

Difficulties dealing with Partners 33%

Lack of stakeholder buy in 31%

Difficulties migrating data from legacy systems 29%

The cost of custom integration 26%

Integrating ServiceNow with other system(s) 25%

Lack of appropriate skills available in the market 19%

Difficulties hitting deadlines 16%

Difficulties managing projects 13%

Loss of productivity during the implementation 12%

Other 8%

1

6

2

7

3

4

‘Other’ reasons include unrealistic time scales and discussions with stakeholders around the customization of the ServiceNow product.

Frustration can result from employees being unequipped to handle the demands of a project. However, we have a pool of talented certified ServiceNow candidates ready to help support with your implementation. See revolentgroup.com for more information.

SO, YOUR MIGRATION TO SERVICENOW WAS DELAYED

A LITTLE OVER A QUARTER (26%) OF END USER ORGANIZATIONS EXPERIENCED A DELAY IN THEIR IMPLEMENTATION.

Among organizations that experienced a delay in implementing ServiceNow, we asked them how long the delay lasted and why this happened.

WHAT CAUSED YOUR SERVICENOW GO-LIVE TO BE DELAYED?

Issues with testing

Poor planning prior to migration

Unforeseen customizations

Delay in training staff

‘Other’ responses include problems with a ServiceNow Partner, stakeholders not understanding what was involved in the project and poor staff training.

HOW LONG DID THE DELAY TO YOUR SERVICENOW GO-LIVE LAST?

Staff shortage

Data migration issues

Budget shortage

Other

53% 30%

48% 30%

40% 10%

38% 28%

15%

Less than 1 month

41%

1-3 months

23%

4-6 months

8%

7-9 months

0%

10-12 months

13%

More than 12 months


https://www.revolentgroup.com/


PARTNER FOCUSSERVICENOW DEMAND IN THE LAST YEAR

WHAT DO YOU EXPECT YOUR SERVICENOW WORKLOAD TO BE LIKE IN THE COMING YEAR?

Positively, 80% of partner employees had expected their workload to increase in the coming year, prior to the effects of the coronavirus. Many partners may suddenly see a dramatic increase in the demand for their services in the coming weeks and months as more and more companies look to complete cloud transformation projects. Now is the perfect opportunity for businesses to complete these projects with minimal disruption to their sales performance.

Increase

No change

Decrease

Not sure

Increased

No change

Decreased

Not sure

76%

80%

16%13%

5% 1%3% 5%



EQUALITY, INCLUSION AND DIVERSITY IN SERVICENOWNelson Frank is an advocate for inclusion across the global IT industry. By gathering insights into diversity and equality in the ServiceNow ecosystem and wider tech community, we hope that we can equip professionals and employers alike with the information to instigate change at an organizational level.

*‘Not applicable’ responses have been removed from this section.

DOES YOUR ORGANIZATION HAVE A D&I POLICY STATEMENT OR POLICY?Positively, 71% of respondents tell us that their employer has a clear inclusion and/or diversity statement or policy in place. However, a quarter (24%) are unsure about any such policy.

Yes, my employer has a clear inclusion or diversity statement/policy 71%

No, my employer doesn’t have a clear inclusion or diversity statement/policy 5%

Not sure 24%

IS YOUR EMPLOYER PROVIDING EQUAL PAY FOR EQUAL WORK?An important part of workforce equality is having equal pay for equal work.

All Male Female

Yes, I believe my employer pays men and women equally 62% 67% 38%

Partially, as I do not think this is the same for all my female colleagues 8% 7% 13%

Partially, as I do not think this is the same for all my male colleagues 3% 2% 3%

No, I believe men are rewarded greater despite being of equal skill and experience 8% 4% 28%

No, I believe women are rewarded greater despite being of equal skill and experience 1% 1% 0%

Unsure 20% 19% 19%

While 62% of professionals believe that their employer pays equal pay for equal work, a fifth (20%) do not know if their employer is fair in this regard. This indicates issues around the transparency of salary information.

67% of males believe their employer pays equal pay for equal work, regardless of gender, whereas only 38% of females hold this perception.

Female respondents are more likely than their male peers (28% vs 4% respectively) to believe that men in the industry are paid more than women of equivalent skill and experience.

IS YOUR EMPLOYER AN EQUAL RIGHTS CHAMPION?Our research shows that perception of an employer as an equal rights employer varies between genders.

All Male Female

Yes, my employer champions equal working rights 80% 85% 63%

No, I feel more could be done 8% 5% 20%

Not sure 12% 10% 17%

HOW COULD YOUR EMPLOYER BECOME A BETTER CHAMPION OF EQUAL RIGHTS?When asked what their employer could do to tackle this, responses include: having more diversity in leadership roles, hiring employees from a diversity of backgrounds, promotions and recognition given to the most deserving not based on friendship groups, ensuring that pay is comparable and commensurate with employees’ skills and experience, and removing cultural-based bias from the hiring process.

One respondent's sentiment summarizes the point succinctly:

“Pay equal salary for equal work.” Male, Analyst, United States



DIVERSITY IN YOUR WORKPLACEWe asked respondents if the following statements regarding diversity are reflected in their workplace.

Agree Neutral Disagree Unsure

My organization includes people of various cultural backgrounds. 85% 9% 4% 3%

My employer recruits and retains mature-aged staff 62% 18% 12% 8%

My employer has policies in place to support mental health 61% 15% 8% 16%

The workforce at my organization includes people with disabilities 54% 18% 10% 18%

The majority of organizations employ people from a variety of cultural backgrounds (85%), however almost a fifth (18%) of respondents are unsure if their workforce includes those with disabilities.

GENDER DIVERSITY IN YOUR WORKPLACEWe also asked respondents if they agree or disagree with the following statements about gender diversity within their organization.

Agree Neutral Disagree Unsure

My employer treats men and women equally

80% 10% 8% 3%

85% 57% 9% 16% 4% 24% 3% 4%Male Female Male Female Male Female Male Female

The workforce at my organization is gender-diverse, in that different genders are equally represented in the workforce

77% 9% 10% 3%


My employer has a clear maternity/paternity leave policy

69% 11% 6% 15%


My employer has an equal balance of male and female representation at the senior executive level

61% 15% 20% 5%


My employer has clear policies in place to support people of different gender identities

55% 14% 8% 23%


Positively, 80% of ServiceNow professionals agree that their organization treats men and women equally. However, this view is shared by a greater proportion of men (85%) than women (57%).

A less encouraging finding is that only 55% agree that there

are clear policies in place in their organization to support people of different gender identities, while a further 23% are unsure about such policies. It is possible, however, that respondents are only aware of such policies if it directly affects them.



METHODOLOGY

THE SALARY TABLE DATA WAS ANALYZED FROM MULTIPLE DATA POINTS, INCLUDING SALARY DATA SELF-REPORTED FROM THE SALARY SURVEY RESPONDENTS, AND SERVICENOW VACANCIES AND PLACEMENT DATA FROM ROLES REGISTERED WITH NELSON FRANK IN THE LAST TWELVE MONTHS1.

The resulting data is then verified by our specialist teams, who apply their own insight and knowledge of the wider market to ensure that the information is accurate with respect to base salary, seniority or experience, job title, technology, and location.1 February 2019 to March 2020 and prior to the full economic impact of the coronavirus.

SALARY TABLE



SERVICENOW SALARIES

United StatesUS Cities Atlanta, Boston, ChicagoUS Cities Columbus, Dallas, Denver US Cities Los Angeles, Miami, Minneapolis US Cities New York, Philadelphia, PhoenixUS Cities San Francisco, Seattle US Cities Washington D.C. United Kingdom FranceAustralia

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TABLE CONTENTS

DISCOVER HOW MUCH YOU COULD BE EARNING

Our salary tables can help ServiceNow professionals to understand how much they should be earning and help employers or hiring managers to benchmark their team’s remuneration and set budgets for the next financial year. Certain markets will exhibit 10-15% variance due to differences in costs of living.

The salaries do not include bonuses and incentives. Additionally, multiple factors, including years of experience, specialized skills required and the complexity of the role, affect where the salary for a particular role falls within the range.

As our salary tables were compiled in early 2020, they also do not take into account the coronavirus pandemic. Its full impact on salaries in the coming months remains unclear and we will explore this in more detail in our next report.

If you can’t find the salary for your region then please contact us for more information.



US CITIES ($)Permanent

Junior(0-3 yrs)

Mid(4-7 yrs)

Senior(8 yrs+)

ATLANTA, GA

Administrator 75,500 88,500 108,500

Business Analyst 70,500 88,250 109,250

Developer 84,500 114,250 123,750

Technical Architect - 132,000 159,000

Functional Architect/Consultant 69,500 91,000 112,000

BOSTON, MA

Administrator 74,250 94,500 108,250


Developer 97,000 121,500 142,500


Functional Architect/Consultant - - -

CHICAGO, IL

Administrator 84,000 94,500 120,500


Developer 89,250 126,500 147,000



Permanent Freelance

Junior(0-3 yrs)

Mid(4-7 yrs)

Senior(8 yrs+)

Range(per hour)

Administrator 92,000 107,500 123,750 45-105

Business Analyst 85,000 118,750 135,000 53-125

Developer 106,500 140,000 159,500 63-146

Functional Architect / Consultant - 134,000 155,500 53-125

Implementation Specialist 102,500 130,500 146,000 -

Lead Developer - 154,500 177,000 -

Project Manager 84,000 116,750 135,000 -

Technical Architect - 167,750 193,750 72-176

UNITED STATES ($)

Salaries are correct as of March 2020. For up-to-date information please contact us directly.




Junior(0-3 yrs)

Mid(4-7 yrs)

Senior(8 yrs+)

LOS ANGELES, CA

Administrator 82,500 107,750 120,000


Developer 97,000 128,000 152,250



MIAMI, FL

Administrator 83,250 109,500 116,500


Developer 95,750 128,500 165,000



MINNEAPOLIS, MN

Administrator 81,750 97,500 125,750


Developer 98,500 115,000 144,000




Junior(0-3 yrs)

Mid(4-7 yrs)

Senior(8 yrs+)

COLUMBUS, OH

Administrator 77,500 97,000 114,500


Developer 95,500 110,500 135,750



DALLAS, TX

Administrator 72,500 96,000 115,500


Developer 92,750 119,500 142,000



DENVER, CO

Administrator 78,250 91,500 115,000


Developer 87,750 116,000 130,500






Junior(0-3 yrs)

Mid(4-7 yrs)

Senior(8 yrs+)

SAN FRANCISCO, CA

Administrator 91,500 112,000 125,000


Developer 118,500 140,500 167,750



SEATTLE, WA

Administrator 82,000 99,500 113,750


Developer 103,000 125,000 151,750




Junior(0-3 yrs)

Mid(4-7 yrs)

Senior(8 yrs+)

NEW YORK, NY

Administrator 83,250 113,500 133,500


Developer 105,000 138,500 185,000



PHILADELPHIA, PA

Administrator 87,500 108,000 128,000


Developer 109,000 131,250 151,500



PHOENIX, AZ

Administrator 73,750 87,250 114,000


Developer 90,000 105,500 127,000





Permanent

Non-cleared

Secret Clearance

TS Clearance

TS/SCI (CI & FS Poly)

Permanent Freelance

Junior(0-3 yrs)

Mid(4-7 yrs)

Senior(8 yrs+)

Range(per day)

Administrator / Analyst 30,250 46,750 57,000 360-460

Business / Systems Analyst 30,500 56,000 71,000 420-570

Consultant - Functional 48,750 66,500 76,750 560-720

Consultant - Technical 46,750 61,500 74,750 510-610

Developer / Programmer 40,750 59,500 71,750 560-720

Practice Lead 49,750 65,000 83,500 610-720

Project Manager 57,000 74,000 85,500 460-610

Solutions Architect 46,750 55,000 93,500 610-820

Technical Architect 63,000 88,500 109,750 720-870

UNITED KINGDOM (£)


WASHINGTON D.C. ($)

JUNIOR

Administrator 82,000 109,750 117,750 127,000

Business Analyst 103,000 116,500 123,000 127,500

Developer 91,000 119,750 130,250 133,000

MID

Administrator 121,500 113,500 120,750 127,500


Developer 133,750 141,500 149,500 155,250

Technical Architect 149,500 153,250 156,750 216,750

SENIOR

Administrator 134,000 142,000 146,250 157,500


Developer 159,250 169,500 176,750 186,000

Technical Architect 180,000 184,750 193,000 211,500

Cleared professionals typically earn 15% or more than non-cleared colleagues.


US CITIES ($)



Permanent* Freelance

Junior(0-3 yrs)

Mid(4-7 yrs)

Senior(8 yrs+)

Rate(per day)

Administrator / Analyst 75,500 96,500 127,000 360

Business / Systems Analyst 75,500 95,750 126,000 460

Consultant - Functional 70,500 95,750 132,000 470

Consultant - Technical 100,500 125,750 142,000 820

Developer / Programmer 100,500 125,750 141,000 850

Practice Lead - 171,000 204,500 1,230

Project Manager 120,750 136,000 151,000 930

Solutions Architect - 141,000 162,500 1,050

Technical Architect - 151,000 171,000 1,150

AUSTRALIA (AU$)

*Salaries exclude superannuation and are correct as of March 2020. For up-to-date information please contact us directly.

Permanent Freelance

Junior(0-3 yrs)

Mid(4-7 yrs)

Senior(8 yrs+)

Range(per day)

Administrator / Analyst 42,500 57,500 80,000 450 - 650

Business / Systems Analyst 47,500 57,500 80,000 550 - 800

Consultant - Functional 47,500 57,500 80,000 550 - 650

Consultant - Technical 47,500 57,500 80,000 550 - 650

Developer / Programmer 45,000 60,000 70,000 550 - 650

Practice Lead 57,500 100,000 120,000 1,000 - 1,300

Project Manager 57,500 80,000 90,000 700 - 1,000

Solutions Architect 50,000 85,000 100,000 700 - 1,000

Technical Architect 50,000 85,000 100,000 700 - 1,000

FRANCE (€)




PHILADELPHIA

Ten Penn Center, 22nd Floor

1801 Market Street

Philadelphia, PA 19103

T +1 215 240 7356

DALLAS

Ross Tower, 24th Floor

500 North Akard Street

Dallas, TX 75201

T +1 972-805-8405

LONDON

Plantation Place South

60 Great Tower Street

London, EC3R 5AZ

T +44 203 826 6672

BARCELONA

Glòries, Floor 6

Luxa C/Tánger-Badajoz

Barcelona, B 08018

T +34 93 271 0300

MELBOURNE

350 Collins Street

Suite 5, Level 3

Melbourne, Victoria 3000

T +61 3 9088 3700

Nelson FrankNelsonFrank @NelsonFrank_

[email protected] nelsonfrank.com

https://www.facebook.com/NelsonFrankInternational/

https://www.linkedin.com/company/nelson-frank/

https://twitter.com/nelsonfrank_


https://www.nelsonfrank.com/

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