User roles for providers

  • Release version: Australia
  • Updated March 12, 2026
  • 1 minute to read

    • Learn about the roles, skills, and tasks for the different users in the Service Exchange for Providers application.

    A user role is a pre-configured role in the application that is made up of multiple granular roles. The user roles are designed to correspond to the common job titles for managers, analysts, and service owners in an IT organization. If you want your users and groups to have more access than a role permits, you can add more granular roles to your users and groups. If you want to limit the access for specific users and groups at the task level, you can remove the granular roles. You can also build custom roles and access controls (ACLs) to suit your needs.

    Table 1. User roles
    Persona Skills Tasks Roles
    Developer
    • Is a certified ServiceNow administrator
    • Is a certified ServiceNow application developer
    • Creates provider connection records.
    • Creates and maintains remote task definitions and transforms.
    • Creates and maintains Workflow Studio flows to determine the request fulfillment processes.
    • Creates and maintains remote record producers.
    • admin
    • sn_sb.admin
    Note:
    If the user does not have the admin role, the catalog admin role is required to modify and publish Remote Record Producers.
    Administrator

    Is a certified ServiceNow system administrator
    • Completes the Service Exchange registration requests.
    • Assists the consumer's system administrator as needed.
    • Publishes remote catalogs to the consumer's instance.
    • Publishes remote task definitions to the consumer's instance.
    • Troubleshoots Service Exchange transport payloads.
    • admin
    • sn_sb.admin
    • sn_transport.admin
    Provider Fulfiller Has agent skills
    • Resolves consumer questions and issues.
    • Engages in network operations when needed.
    • *itil
    • sn_sb.requestor
    • *sn_customerservice_agent
    • *incident_read​
    • *problem_read​
    • *change_read
    Consumer Requestor End user Makes requests from the Remote Catalog sn_sb.requestor
    Note:
    Beginning with Service Exchange version 2.3. 18, some of the granular roles have changed. For more information, see the Now Support KB article (KB3065259).