Managing Director
Implementer: Tasks & Skills
Implementer: An implementer is responsible for adapting and optimizing software solutions and serves as an interface between IT and specialist departments. In ServiceNow, they configure the platform, develop workflows and automate processes in order to make workflows more efficient and implement business requirements in the best possible way.
- Last update: 16.04.2025
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Implementer - Key Takeaways
| Subject area | Description |
|---|---|
| Role of the implementer | An implementer adapts software solutions such as ServiceNow, optimizes them and integrates them into company processes. Specifically, they configure workflows in ServiceNow, automate processes and ensure efficient use of the platform. |
| Areas of responsibility in Servicemeaningful | The main tasks include the configuration and expansion of ServiceNow modules, integration with other IT systems (e.g. Jira, SAP, Microsoft Teams) and the automation of manual processes to make workflows more efficient. |
| Important skills | Implementers need technical expertise in JavaScript, API integration (REST/SOAP), SQL and ITIL. In addition, analytical skills for process optimization and soft skills for working with IT teams are essential. |
What is an implementer?
An implementer is a specialist who is responsible for the introduction, adaptation and optimization of software solutions in companies and usually acts as an interface between the IT department and the specialist departments of a company. In ServiceNow, they configure and expand the platform, create workflows and automate processes to increase efficiency.
The main task of an implementer is to integrate software into the existing IT infrastructure in such a way that it meets the Business processes optimally supported. An implementer analyzes existing processes, identifies potential for improvement and ensures that the software works efficiently and can be used optimally by all employees in the company.
In the ServiceNow context this means that the implementer is responsible for the configuration, expansion and integration of the platform. They create and optimize workflows, adapt modules to specific business requirements and ensure seamless integration with other IT systems.
In addition, the Automation Automated processes can significantly reduce the time spent on manual activities and increase the efficiency of IT services.
The importance of the role in IT service management (ITSM)
ServiceNow is one of the leading platforms in IT service management (ITSM) and is used by companies to automate IT processes, manage incidents and optimize workflows.
The role of a ServiceNow implementer is essential, as they form the bridge between the business requirements and the technical implementation. Through their work, ServiceNow can be adapted in such a way that it harmonizes optimally with existing IT systems and company processes.
Tasks of a ServiceNow implementer
A ServiceNow implementer has a wide range of tasks, from the initial configuration to the continuous optimization of the platform. It ensures that Smooth ServiceNow implementation and adapts the platform to the specific needs of a company.
Configuration and customization of ServiceNow modules
An essential part of the work of an implementer consists of the Customization and configuration verschiedener ServiceNow-Module wie ITSM (IT-Service-Management) oder ITOM (IT-Operations-Management).
He customizes the platform to individual business requirements by creating user-defined workflows, forms and dashboards. He also uses JavaScript and the Glide API to automate processes and make workflows more efficient.
Integration of ServiceNow with other systems
It is often necessary for ServiceNow to be optimally integrated into a company's existing IT landscape, Third-party software such as Jira, SAP or Microsoft Teams. Accordingly, an implementer must ensure smooth data communication between the systems using REST and SOAP APIs.
Another important aspect is the Synchronization with the CMDB (Configuration Management Database)to ensure a central, always up-to-date data source for IT assets and configurations.
Requirements analysis and implementation
As a rule, the implementation of ServiceNow always begins with a detailed requirements analysis. Close cooperation with the IT department and specialist departments is important in order to understand their specific needs and develop customized solutions.
An implementer acts within the company as Consultant on best practices, scalability and optimization options to ensure that ServiceNow can be used efficiently in the long term.
Testing, optimization and maintenance
After implementation, a Continuous monitoring and optimization to ensure that the platform is error-free and efficient. Error analyses and regular updates are important in this phase so that potential problems can be rectified and smooth functionality can be ensured in the long term.
The implementer also plays an important role in User trainingto promote acceptance and use of the platform. Only if employees use the possibilities of ServiceNow effectively can a company reap the full benefits of a corresponding implementation.
Important skills for a ServiceNow implementer
A successful ServiceNow implementer needs technical skills such as JavaScript, API integration and ITIL knowledge. In addition, analytical skills for process optimization and soft skills for working with IT teams and training are essential.
To the most important technical skillsthat a person in the position of implementer should master include the following points in particular:
JavaScript & ServiceNow Scripting: An implementer uses JavaScript and ServiceNow Scripting to customize business rules, UI policies and workflows.
ServiceNow Flow Designer & Workflow Editor: Using the Flow Designer and Workflow Editor, he creates and automates processes to make workflows more efficient
API integration (REST/SOAP): By integrating external systems via REST or SOAP APIs, it ensures seamless communication between ServiceNow and other applications.
SQL and database understanding: A sound knowledge of SQL and databases enables him to work confidently with the ServiceNow CMDB and manage configuration data.
Understanding of ITSM processes: As ServiceNow is often used in IT service management, knowledge of the ITIL framework is required in order to optimally map IT processes.
In addition to this extensive technical know-how strong analytical skills to identify existing IT challenges, optimize processes and configure complex systems in a structured manner.
Since an implementer works closely with developers, administrators and end users, it is also important that Clear communication, ability to work in a team and training skills essential to ensure the smooth introduction and use of ServiceNow.
Frequently asked questions and answers
What does an implementer do?
An implementer is responsible for this, Software solutions such as ServiceNow and adapt it to the specific requirements of a company. He configures the software, integrates it into existing systems and ensures that it runs smoothly.
What technical skills does an implementer need?
An implementer should have specialist knowledge in System configuration, APIs and scripting languages such as JavaScript. They should also be familiar with IT structures and be able to work effectively in a team or group.
How does an implementer differ from an administrator or developer?
An implementer focuses on this, Implement software efficiently and adapt it to business processeswhile an administrator ensures ongoing operation. A developer, on the other hand, programs individual extensions.
