Top 30 Most Common Servicenow Administrator Support Interview Questions And Answers You Should Prepare For
Written by
James Miller, Career Coach
Landing a role as a ServiceNow Administrator or Support specialist requires demonstrating a solid understanding of the platform, its core functionalities, and best practices for managing and maintaining an instance. Interviews for these positions typically cover a wide range of technical concepts, practical scenarios, and troubleshooting skills. Preparing thoroughly for these common questions is crucial for making a strong impression and showcasing your readiness to contribute effectively to a team. This guide provides a comprehensive list of the most frequently asked questions, along with insights into why they are asked and how to craft effective answers. Utilizing resources like Verve AI Interview Copilot can also enhance your preparation by offering tailored practice and feedback, helping you refine your responses and boost your confidence. Mastering the technical aspects while also articulating your problem-solving approach is key to success in this competitive field.
What Are ServiceNow Administrator Support Interview Questions and Answers?
ServiceNow Administrator/Support interview questions and answers are designed to evaluate a candidate's technical proficiency, practical experience, and understanding of the ServiceNow platform's core modules and administrative functions. These questions cover areas such as instance configuration, user management, workflow automation, data management (like CMDB), incident/problem/change processes, scripting, reporting, and troubleshooting. The answers provided should not only demonstrate theoretical knowledge but also illustrate real-world application through examples from past experience. Recruiters and hiring managers use these questions to gauge your ability to perform the daily tasks of an administrator or support professional, manage platform health, support users, and contribute to the efficient operation of IT services within an organization using ServiceNow. Preparing concise, well-structured answers is essential.
Why Do Interviewers Ask ServiceNow Administrator Support Interview Questions and Answers?
Interviewers ask these specific questions to assess several key aspects of a candidate's profile. Firstly, they want to verify the candidate's technical depth and breadth within the ServiceNow platform. Can you explain fundamental concepts like Incident vs. Problem, or the purpose of Update Sets? Secondly, they aim to understand your practical experience and how you apply your knowledge to solve real-world problems or perform administrative tasks. Scenario-based questions help evaluate your troubleshooting and problem-solving skills. Thirdly, these questions reveal how well you understand the typical responsibilities of the role you are applying for, including security, performance monitoring, and user support. Finally, your ability to articulate technical concepts clearly and confidently demonstrates your communication skills, which are vital for collaborating with team members and assisting end-users. Effective preparation helps you highlight your suitability for the position.
What is ServiceNow?
What are the roles and responsibilities of a ServiceNow Administrator?
What is an application in ServiceNow?
What is the difference between Incident and Problem in ServiceNow?
What is a Client Script and its types?
What is a Record Producer in ServiceNow?
What is impersonation and why is it used?
Explain the data lookup feature in ServiceNow.
What searching technique does ServiceNow use?
What is HTML Sanitizer?
What is a BSM Map?
What is a ServiceNow Update Set?
What is the difference between UI Policy and Client Script?
What is the CMDB?
How do you handle incidents in ServiceNow?
What are roles and how are they assigned?
What is a Business Rule?
Explain the types of Business Rules.
What are Catalog Items and how are they used?
What is a Workflow in ServiceNow?
Explain the difference between GlideRecord and GlideAggregate.
What is a Service Level Agreement (SLA)?
How can you customize forms and lists?
What is a Notification and how do you configure it?
What are the different types of tables in ServiceNow?
How does ServiceNow support integrations?
What is a Scoped Application?
What is the difference between a Script Include and a Business Rule?
How do you upgrade a ServiceNow instance?
How do you troubleshoot performance issues in ServiceNow?
Preview List
1. What is ServiceNow?
Why you might get asked this:
To assess your foundational understanding of the platform's purpose and core offerings. It's a standard opening question.
How to answer:
Define ServiceNow as a cloud platform and mention its primary areas like ITSM, ITOM, ITBM, and workflow automation.
Example answer:
ServiceNow is a cloud-based digital workflow platform. It originated as an ITSM tool but has expanded significantly to cover IT Operations, Business Management, Customer Service, and more. Its core strength lies in automating and managing enterprise workflows across various departments.
2. What are the roles and responsibilities of a ServiceNow Administrator?
Why you might get asked this:
To understand if you grasp the scope of the job you're applying for and your relevant experience.
How to answer:
List key duties such as managing users/groups/roles, configuration, updates, reporting, user support, and maintaining system health.
Example answer:
A ServiceNow Administrator is responsible for the day-to-day health, configuration, and maintenance of the instance. This includes user and role management, configuring forms, lists, UI policies, and business rules, managing update sets, overseeing upgrades, creating reports, and providing support to users. They ensure the platform runs smoothly and efficiently.
3. What is an application in ServiceNow?
Why you might get asked this:
To check your understanding of how ServiceNow organizes functionality and services.
How to answer:
Describe an application as a collection of modules, tables, and scripts designed to deliver a specific service or manage a business process.
Example answer:
In ServiceNow, an application is a suite of related modules and functionalities designed to manage a specific process or service. For example, the Incident Management application contains modules for creating, viewing, and resolving incidents, along with underlying tables, business rules, and workflows.
4. What is the difference between Incident and Problem in ServiceNow?
Why you might get asked this:
This tests your knowledge of fundamental ITSM processes, crucial for the Incident and Problem Management applications.
How to answer:
Clearly distinguish Incident as a service disruption and Problem as the underlying cause, requiring investigation for a permanent fix.
Example answer:
An Incident represents an unplanned interruption or degradation of a service, focusing on restoring normal operations as quickly as possible. A Problem, on the other hand, is the unknown cause of one or more incidents. Problem Management aims to investigate and resolve the root cause to prevent future incidents.
5. What is a Client Script and its types?
Why you might get asked this:
To assess your client-side scripting knowledge for form interactions and user experience enhancements.
How to answer:
Explain Client Scripts run in the browser and list the primary types (onLoad, onChange, onSubmit, onCellEdit) and their triggers.
Example answer:
Client Scripts execute on the user's browser to make forms more interactive and customized. They run after a record is retrieved. The main types are onLoad (runs when a form loads), onChange (runs when a field value changes), onSubmit (runs when a form is submitted), and onCellEdit (runs when a list cell is edited).
6. What is a Record Producer in ServiceNow?
Why you might get asked this:
To understand your familiarity with the Service Catalog and alternative ways users can create records.
How to answer:
Define a Record Producer as a Service Catalog item that creates a task-based record (like an Incident or Change) using a user-friendly form.
Example answer:
A Record Producer is a type of catalog item in the Service Catalog that allows users to create a record on any table in the instance (e.g., Incident, Problem, Change) through a user-friendly form interface. It maps the user's input from the catalog form fields to fields on the target record.
7. What is impersonation and why is it used?
Why you might get asked this:
To check your knowledge of a key troubleshooting tool for administrators.
How to answer:
Explain that impersonation allows an admin to view the instance as another user and state its purpose for debugging user-specific issues.
Example answer:
Impersonation is a feature that allows an administrator to temporarily access the instance as if they were another logged-in user. This is invaluable for troubleshooting issues reported by specific users, verifying role-based access, or understanding a user's experience without needing their credentials. All actions are logged.
8. Explain the data lookup feature in ServiceNow.
Why you might get asked this:
To assess your knowledge of low-code data automation features that improve data consistency.
How to answer:
Describe Data Lookup as a way to automatically set field values on one table based on matching conditions found in another table.
Example answer:
Data Lookup is a powerful feature that allows administrators to define rules to automatically set field values based on conditions. For example, you can configure it so that when a user selects a specific Service Offering on an Incident form, the related Assignment Group is automatically populated by looking up the service offering in a data lookup table.
9. What searching technique does ServiceNow use?
Why you might get asked this:
To test your understanding of the platform's underlying search technology.
How to answer:
Specify that ServiceNow uses the Zing search engine for its platform-wide search functionality.
Example answer:
ServiceNow primarily uses the Zing search engine for its global text search and contextual search capabilities across the platform. Zing provides fast, relevant search results by indexing tables and records, allowing users to quickly find information, records, and knowledge articles.
10. What is HTML Sanitizer?
Why you might get asked this:
To evaluate your awareness of security features within the platform, particularly for rich text fields.
How to answer:
Explain that HTML Sanitizer cleans HTML input in fields to remove potentially malicious or unwanted code.
Example answer:
HTML Sanitizer is a security feature in ServiceNow that automatically cleans up HTML input in fields to remove potentially harmful code, such as cross-site scripting (XSS) vectors or invalid HTML tags. This helps protect the instance's security and ensures data integrity when users input rich text.
11. What is a BSM Map?
Why you might get asked this:
To assess your understanding of how ServiceNow visualizes relationships between IT components and services.
How to answer:
Describe a BSM (Business Service Management) Map as a visual representation of the relationships between Configuration Items (CIs) supporting a specific business service.
Example answer:
A BSM Map (Business Service Management Map) visually depicts the dependencies and relationships between Configuration Items (CIs) and the business services they support. It helps users understand the impact of a component failure on business services and visualize the infrastructure hierarchy related to a service.
12. What is a ServiceNow Update Set?
Why you might get asked this:
This is a core concept for moving configurations between instances; interviewers want to ensure you know how to manage deployments.
How to answer:
Define an Update Set as a container for configuration changes that can be exported and imported between instances (e.g., Dev to Test to Prod).
Example answer:
An Update Set is a feature used to move configuration changes from one ServiceNow instance to another, such as migrating customizations from a development instance to a test or production environment. It captures changes like new forms, fields, scripts, workflows, etc., but it typically does not capture data records.
13. What is the difference between UI Policy and Client Script?
Why you might get asked this:
To test your understanding of client-side logic implementation and knowing when to use each tool.
How to answer:
Explain UI Policies modify field behavior (visible, mandatory, read-only) declaratively without code, while Client Scripts use JavaScript for more complex client-side actions.
Example answer:
UI Policies are used to dynamically change the behavior of fields on a form (make them mandatory, visible, read-only) based on conditions, typically without writing code. Client Scripts, on the other hand, use JavaScript to perform more complex client-side operations, such as form validation, making AJAX calls, or manipulating field values based on user input. UI Policies are preferred when they meet the requirement due to easier maintenance.
14. What is the CMDB?
Why you might get asked this:
Understanding the CMDB is fundamental as it underpins many ITSM processes.
How to answer:
Define the CMDB as a database storing information about Configuration Items (CIs) and their relationships, emphasizing its role in ITSM.
Example answer:
The Configuration Management Database (CMDB) is a repository that stores information about Configuration Items (CIs) – which are the components of an IT service or infrastructure – and their relationships. It provides a centralized view of the IT landscape, which is crucial for processes like Incident, Problem, Change, and Service Mapping to understand dependencies and impacts.
15. How do you handle incidents in ServiceNow?
Why you might get asked this:
To assess your practical knowledge of the core Incident Management process.
How to answer:
Describe the standard incident lifecycle: creation, categorization, prioritization, assignment, diagnosis, resolution, and closure.
Example answer:
Handling incidents in ServiceNow typically follows a standard process: An incident is created (manually or automatically), categorized (e.g., by service, category), and prioritized based on impact and urgency. It's then assigned to the appropriate group or individual, investigated and diagnosed, resolved, and finally closed after confirming the user is satisfied.
16. What are roles and how are they assigned?
Why you might get asked this:
To test your knowledge of user access control and security within the platform.
How to answer:
Define roles as collections of permissions and explain they are assigned directly to users or indirectly through groups.
Example answer:
Roles in ServiceNow define the permissions and access levels granted to users, controlling what they can see and do within the instance. Roles are typically assigned to groups, and users are then added to those groups, inheriting the roles. Roles can also be assigned directly to individual users, although group assignment is generally preferred for easier management.
17. What is a Business Rule?
Why you might get asked this:
To evaluate your understanding of server-side scripting and automation logic.
How to answer:
Define Business Rules as server-side scripts that run based on database operations (insert, update, delete, query).
Example answer:
A Business Rule is a server-side script that runs when a record is accessed or modified in a table. They execute on the ServiceNow server and can perform actions like validating data, modifying field values, creating related records, or triggering events based on database operations such as insert, update, delete, or query.
18. Explain the types of Business Rules.
Why you might get asked this:
To check your detailed knowledge of Business Rule execution timing, which is critical for performance and correct logic.
How to answer:
List and briefly describe the main types: Before, After, Async, and Display, explaining when each executes relative to a database action.
Example answer:
There are four main types of Business Rules, determined by when they execute: 'Before' rules run before a database operation; 'After' rules run after the database operation; 'Async' rules are also 'After' rules but run in the background later, not immediately; and 'Display' rules run before a record is displayed on a form to modify the g_scratchpad object.
19. What are Catalog Items and how are they used?
Why you might get asked this:
To assess your familiarity with the Service Catalog, a primary user interface for requesting services.
How to answer:
Define Catalog Items as offerings in the Service Catalog that users can request, triggering workflows for fulfillment.
Example answer:
Catalog Items are the individual goods or services listed in the ServiceNow Service Catalog that end-users can request. Examples include requesting new hardware, software access, or HR services. When a user submits a request for a catalog item, it typically triggers a workflow that automates the approval, fulfillment, and provisioning processes.
20. What is a Workflow in ServiceNow?
Why you might get asked this:
Workflows are central to process automation; this tests your understanding of process modeling and automation.
How to answer:
Describe a Workflow as a sequence of activities (tasks, approvals, notifications) that automate a process, often triggered by a request or event.
Example answer:
A Workflow is a graphical process automation engine in ServiceNow that defines and automates a sequence of activities. Workflows are used to manage complex, multi-step processes like approvals for change requests, fulfillment for service catalog items, or task assignments in incident resolution. They control the flow from start to finish based on defined logic.
21. Explain the difference between GlideRecord and GlideAggregate.
Why you might get asked this:
This tests your server-side scripting knowledge, specifically for database interaction.
How to answer:
Explain GlideRecord is used to query, insert, update, and delete single or multiple records, while GlideAggregate is used for statistical reporting (count, sum, min, max, average) on record sets.
Example answer:
GlideRecord is used in server-side scripts to query, insert, update, or delete records in a table. It's the standard way to interact with the database programmatically. GlideAggregate, on the other hand, is used to perform aggregate functions (like count, sum, average, min, max) on a set of records to generate statistical results, often for reporting purposes.
22. What is a Service Level Agreement (SLA)?
Why you might get asked this:
To check your understanding of service delivery commitments and how they are managed in ServiceNow.
How to answer:
Define an SLA as an agreement defining expected service performance and timelines, and mention how ServiceNow tracks compliance.
Example answer:
A Service Level Agreement (SLA) is a contract that defines the level of service expected from a provider, including specific metrics like response time and resolution time targets for incidents or requests. ServiceNow's SLA engine tracks the time against these targets, providing visibility into compliance and enabling notifications or escalations when thresholds are breached.
23. How can you customize forms and lists?
Why you might get asked this:
To assess your practical administrative skills in tailoring the user interface.
How to answer:
List methods like configuring form layouts, list layouts, adding related lists, using UI Policies, and Client Scripts.
Example answer:
Forms and lists can be customized significantly. For forms, you configure the form layout to add/remove fields and sections, add related lists, and use UI Policies or Client Scripts for dynamic behavior. For lists, you can configure the list layout (columns displayed), add filters, group by fields, and use list control settings.
24. What is a Notification and how do you configure it?
Why you might get asked this:
To test your ability to set up automated communication within the platform.
How to answer:
Define Notifications as automated communications (email, SMS) and describe configuring them via records that define triggers, recipients, and content.
Example answer:
A Notification in ServiceNow is an automated message (like an email, SMS, or push notification) sent to users based on specific events or conditions. You configure a notification by creating a Notification record, specifying the table, the trigger event or condition, who receives it (users, groups, roles), and designing the message content using templates.
25. What are the different types of tables in ServiceNow?
Why you might get asked this:
To check your understanding of the platform's data structure and object-oriented capabilities.
How to answer:
Explain Base tables, Extended tables (which inherit from base tables), and Custom tables created for specific needs.
Example answer:
ServiceNow uses several types of tables. There are Base tables, like 'Task', which define core fields common to many records. Extended tables (e.g., Incident, Problem, Change) inherit fields from a base table (like Task) and add their own specific fields. Custom tables are completely new tables created by administrators for specific organizational data or processes not covered by out-of-the-box tables.
26. How does ServiceNow support integrations?
Why you might get asked this:
To understand your knowledge of connecting ServiceNow with external systems, a common requirement.
How to answer:
Mention common methods like REST/SOAP APIs, Import Sets, IntegrationHub, JDBC, and potentially custom integrations.
Example answer:
ServiceNow offers various ways to integrate with external systems. Key methods include using REST and SOAP APIs for bidirectional communication, Import Sets for importing data from external sources into staging tables before transforming and mapping it, IntegrationHub for spoke-based flows, and direct JDBC connections.
27. What is a Scoped Application?
Why you might get asked this:
To test your awareness of the application development framework and its benefits (isolation, security).
How to answer:
Define a Scoped Application as a custom application developed within its own protected namespace, preventing conflicts and enhancing security.
Example answer:
A Scoped Application is a custom application built on the ServiceNow platform that resides within its own designated application scope or namespace. This isolation prevents naming conflicts with other applications or the global scope and provides enhanced security and manageability for the application's components (tables, scripts, workflows).
28. What is the difference between a Script Include and a Business Rule?
Why you might get asked this:
To test your understanding of reusable server-side code versus automated database triggers.
How to answer:
Explain Script Includes are reusable JavaScript functions callable from other server-side scripts, while Business Rules are event-driven scripts executing directly on table operations.
Example answer:
A Script Include is a server-side script that defines reusable JavaScript functions or classes. It's called and executed by other server-side scripts like Business Rules, UI Actions, or other Script Includes. A Business Rule, conversely, is an event-driven script tied directly to a table that executes automatically when a record is accessed or modified based on defined timing (Before/After/Async/Display).
29. How do you upgrade a ServiceNow instance?
Why you might get asked this:
This assesses your knowledge of a critical administrative task involving planning, testing, and execution.
How to answer:
Describe the process: testing on sub-production instances, resolving skipped records and conflicts, scheduling, and executing the upgrade in production.
Example answer:
Upgrading a ServiceNow instance involves planning, testing, and execution. You typically clone production down to sub-production instances (like Dev and Test), upgrade those, identify and resolve 'skipped' records (customizations conflicting with the upgrade), test functionality thoroughly, then schedule and perform the upgrade on the production instance during a maintenance window.
30. How do you troubleshoot performance issues in ServiceNow?
Why you might get asked this:
To evaluate your problem-solving skills regarding system health and user experience.
How to answer:
Mention tools and techniques like checking logs, performance dashboards, System Diagnostics, analyzing slow query logs, and reviewing recent customizations.
Example answer:
Troubleshooting performance issues involves using platform tools like the Performance Dashboard to identify bottlenecks. I'd check system logs for errors or long-running queries, use System Diagnostics to monitor node health, analyze slow query logs, and review recent changes or custom scripts (Business Rules, Client Scripts) that might be impacting performance. Identifying if the issue is browser, network, or server-side is key.
Other Tips to Prepare for a ServiceNow Administrator Support Interview Questions and Answers
Beyond memorizing answers, effective preparation involves practical steps. Practice your answers aloud to ensure they are clear and concise. Consider using the STAR method (Situation, Task, Action, Result) for questions asking about past experiences or handling specific scenarios. Review your own resume and be ready to discuss your projects and responsibilities in detail, highlighting how you utilized ServiceNow features. Stay updated on the latest ServiceNow releases and features, as interviewers might ask about recent platform advancements. As famously stated by Benjamin Franklin, "By failing to prepare, you are preparing to fail." Leverage tools like Verve AI Interview Copilot to get realistic practice sessions and receive instant feedback on your responses, helping you refine your delivery and content. Verve AI Interview Copilot provides a safe space to rehearse, boosting your confidence. Don't just know the answers; know how to articulate them effectively. Verve AI Interview Copilot at https://vervecopilot.com can be a valuable partner in this process. Remember, demonstrating enthusiasm and a willingness to learn is also crucial.
Frequently Asked Questions
Q1: How technical does a ServiceNow Admin need to be?
A1: While scripting (JavaScript) is valuable, a strong admin needs solid config, process, and troubleshooting skills more than extensive development.
Q2: Should I mention certifications?
A2: Yes, absolutely mention relevant certifications like the ServiceNow Certified System Administrator (CSA).
Q3: How should I discuss past projects?
A3: Focus on your specific role, the challenges you faced, the ServiceNow features you used, and the positive impact of your work.
Q4: What if I don't know an answer?
A4: Be honest. State you don't know but explain how you would find the answer (e.g., checking docs, community, asking colleagues).
Q5: Is platform experience more important than certs?
A5: Experience is often weighted higher, but certifications validate foundational knowledge and commitment to the platform.
