Within five years, 9.3% of system administrators’ current tasks could be automated, and 39.7% of their tasks could be augmented, according to research by ServiceNow and Pearson. That would free approximately 13 hours per week for new tasks. What will those new tasks be?

Our research indicates that, by 2027, system administrators should be highly proficient in:

Foundational IT

Cyber awareness

Digital communication and collaboration

Machine learning and AI

Statistics and predictive modeling


How sys admins can prepare for the future


With a focus on maintaining and supporting IT, system administrators keep organizations connected and running, and most of us—from CEOs to mail clerks—couldn’t do our jobs without them. That’s why it’s imperative that system administrators prepare now for technology advances that will affect their roles. ServiceNow can help.

As part of our RiseUp with ServiceNow program, we’ve created a system administrator career journey to help current and emerging system administrators upskill and reskill for a sys admin role in the ServiceNow ecosystem.

Instructor-led and on-demand courses are geared for beginning, professional, and expert system administrators, with ServiceNow micro-certifications part of the curriculum for each level.

Beginning or associate sys admins will learn about the role and the ServiceNow community while gaining valuable skills and ServiceNow administration fundamentals. Professional sys admins will get familiar with Flow Designer and the Automated Test Framework and become certified in ServiceNow System Administrator. Expert sys admins will dive into upgrade essentials, scripting, and Flow Designer administration.

From the mailroom to sys admin


Cheyenne Saulnier, an associate partner at Beniva, a ServiceNow Elite partner, was offered an opportunity to move from working in the mailroom to an IT position largely based on her excellent customer service and relationship-building skills. She jumped at the chance and immersed herself in the ServiceNow system administrator course.

After becoming confident as a system administrator, she went on to become a ServiceNow Certified System Administrator and Certified Implementation Specialist for both ServiceNow Hardware Asset Management and ServiceNow Software Asset Management. Saulnier credits ServiceNow for her rise to associate partner in less than three years.

Supporting staff skills


System administrators have always kept current with rapidly changing technology through supplemental training, certifications, and on-the-job training. Advancing technology requires updated skills. Those who have a desire and commitment to increase their knowledge, like Saulnier, will position themselves and their companies for future success.

Employee retention is critical during times of low unemployment. Good business leaders recognize the importance of keeping existing employees engaged and motivated through upskilling and reskilling.

Innovative digital services, such as AI, cybersecurity, internet of things, and digital twins, will continue to proliferate in the near future. Augmenting the core skills of system administrators can support critical talent and help ensure a smooth transition for technology updates, aiding organizational progress and competitiveness.

Find out more about how ServiceNow helps equip the workforce of the future.