ServiceNow Turned My Job into a Career

I’ve always loved technology, but my journey into tech started almost by accident. After moving to a new city, I took A+ and Net+ courses to boost my resume, which led to a Service Desk position. (How I passed Net+, I have no idea — I vaguely remember something about spanning tree protocols and broadcast storms, but that knowledge is long since flushed from my cache.) That role gave me my first hands-on technical experience, and I steadily worked my way up from Service Desk and Field Tech to corporate roles. Along the way, I became known as someone people could count on to get things done.

It was at that corporate role that I first encountered ServiceNow. We were beginning an implementation, and I immediately fell in love with the workflows and automation. I’ve always loved making the computer do the boring, repetitive stuff — my smart home is proof of that (though my family has mixed feelings!). 

When our ServiceNow administrator left, I seized the opportunity to take ownership of the platform.  The moment I built my first catalog item and workflow, submitted a request, and watched the platform do the work for me — I was hooked. That’s how my ServiceNow story began.

Soon, I made the leap to another company as a full-time ServiceNow Admin and Developer. Crossfuze had just implemented ServiceNow for them, so one of their Delivery Managers helped interview me for the role.  It was my first chance to truly own the platform, make decisions, and learn through building. That experience was formative. I made mistakes, sure, but I also grew faster than I ever imagined, and I began to see ServiceNow not just as a tool, but as a career path.

A few years later, when I was ready for a change, I turned to my network. I reached out to the Crossfuze Delivery Manager who had interviewed me. That connection opened the door to consulting, and I joined Crossfuze as a Technical Consultant. 

It’s a reminder of how critical networking is in this field — you never know when a relationship you build today will open a door tomorrow.  

That move was the best decision of my career — and I’ve never looked back.

The role at Crossfuze changed everything. I started as a Technical Consultant, then grew into Senior Technical Consultant, Delivery Manager, and now Director of Delivery. Along the way, I discovered something surprising: while I still love technology, my real passion is helping people — mentoring, coaching, and growing teams.  Thankfully, the leadership at Crossfuze saw that in me (maybe even before I did) and gave me opportunities to grow into leadership.

It hasn’t always been easy. There was a time of leadership change in my career when I felt crushed and even thought about giving up. What got me through was leaning on mentors and colleagues — and focusing on doing the work, whether or not it was recognized. Eventually, the tunnel opened, and I came out stronger on the other side.

For anyone just starting out in ServiceNow, here’s my advice: don’t be afraid of challenges. You won’t always know the answer, but you can always learn it. 

Continuous learning is non-negotiable in this field. ServiceNow evolves so quickly that you have to make a habit of keeping up. And build your network — certifications and skills will take you far, but the people you meet along the way may be the ones who open the next chapter of your career.

Looking ahead, I’m most excited about growing the next generation of consultants and expanding the impact of our team at Crossfuze. The team we have here at Crossfuze is amazing, and as we grow, so does our ability to take on tougher, more rewarding projects. Watching new consultants succeed — and knowing I played a part in their growth — is one of the best parts of my job.

My career in ServiceNow started as an accident, but it’s become a passion.  ServiceNow has given me more than a career — it’s given me a way to help people grow, solve problems, and make work better. If you’re just starting your journey, lean into learning, build your network, and don’t shy away from the hard stuff. You never know where it might lead.