Administrator
A technical resource who performs the day-to-day administration of the platform
– Maintains the stability and usability of the platform across production and nonproduction environments
– Performs application maintenance to include performance monitoring and error identification and remediation
– Manages support for incidents
– Leads upgrade planning and execution
– Manages instance security: user/group access, administration, access control lists. etc.
– Provides configuration assistance to developers
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Developer
Additionally to the administrator skills, this is an individual who owns most configuration work in the platform
– Designs, develops, configures, and customizes (when necessary) ServiceNow applications and services
– Delivers new functionality across applications
– Supports the entire development lifecycle
– Assists the platform administrator with incident resolution
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Implementation Specialist
A technical leader who documents the overall platform design and helps to analyze the impact of new requirements
– Ensures platform alignment with the business strategy
– Provides consultative technical leadership to the platform team
– Creates and maintains a detailed view of the existing architecture
– Provides architectural controls to ensure the correct technical solutions are used when delivering business solutions
– Resolves technical escalations, including responding to defects
– Participates in process workshops
– Works closely with enterprise architecture team
– Assists in migrating configuration across instances
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