XPT Software Australia Pty Ltd | Contract
ServiceNow Technical Consultant / Solution Designer
Canberra, Australia | Posted on 08/24/2026
State/Province Australian Capital Territory
Country Australia
About Us
AboutXPT
XPT SoftwareAustralia PTY Ltd, incorporated in ****, is a Software Services company
XPT works with topclients across Australia in Banking, Insurance, Telecom,Retail, Energy, Mining and Manufacturingdomains.
We have 120+technocrats in Australia working at our clientlocations.
XPT SoftwareAustralia is part of group companies which has globalpresence across India & Europe.
We have served100+ clients globally, fulfilling their onsite-offshoreneeds.
Job Description
Senior ServiceNowTechnical Consultant / Solution Designer – PSDS, Document Management,eSignature, Portal & AI
Role Overview
We are seeking a
Senior ServiceNow TechnicalConsultant / Solution Designer
who combines strong hands-on ServiceNowdevelopment capability with the ability to
design solutions, documenttechnical decisions and lead client-facing solution discussions
.
The role will focus on
Public Sector DigitalServices (PSDS), Case Management, Document Management, eSignature, Self-Service/ Service Catalog and ServiceNow AI capabilities
.
This person must be able to move beyond simplydeveloping requirements provided by others.
They will work directly withbusiness and technical stakeholders to understand the required businessoutcome, demonstrate how ServiceNow works
Out-of-the-Box (OOTB)
, explainplatform constraints and extension options, and recommend an appropriatesolution.
A key responsibility of the role is maintainingan
OOTB-first design position
and clearly articulating where arequirement can be delivered through configuration, where an integration orextension is required, and where customisation should be avoided.
Key Responsibilities
Solution Design andClient Engagement
Leadtechnical and functional discussions with client stakeholders for assignedServiceNow capabilities.
Understandthe business problem and translate it into an appropriate ServiceNowsolution.
Demonstraterelevant ServiceNow functionality to business and technical stakeholders.
Explain:
WhatServiceNow provides OOTB
Whatcan be achieved through configuration
Whatrequires integration
Whatrequires extension or custom development
Platformconstraints and limitations
Licensingor plugin dependencies that require confirmation
Upgradeand maintenance implications of proposed solutions
Challengerequirements where an OOTB ServiceNow approach provides a better solution.
Facilitatetechnical design and solution workshops.
Presentsolution options and recommendations to client stakeholders.
Clearlyarticulate trade-offs between OOTB functionality and customisation.
Design Documentation
Produce and maintain solution documentationincluding:
SolutionDesign Documents
High-LevelDesigns
Detailed/ Low-Level Designs
Architectureand technical diagrams
Data-flowdiagrams
Sequencediagrams where appropriate
Securityand access-control designs
OOTBversus customisation assessments
Optionspapers
Configurationspecifications
Interfacespecifications
Businessrequirement or problem
RelevantServiceNow OOTB capability
OOTBlimitations or constraints
Optionsconsidered
Recommendedsolution
Configuration/customisationrequired
Integrationimplications
Securityconsiderations
Licensing/dependencyconsiderations
Upgradeand maintainability implications
Risksand assumptions
PSDS and Case Management




Designand implement solutions using
ServiceNow Public Sector Digital Services
.
Designcase management solutions including:
Casetypes
Caselifecycle
Casetasks
Routing
Playbooks/workflows
Servicedefinitions
SLAs
Notifications
Relatedrecords
Security
Understandand utilise the PSDS data model.
Configureand extend PSDS / Configurable Workspace experiences.
Determinewhether client requirements can be achieved through standard PSDScapability before recommending custom development.
Document Management
Designend-to-end document management solutions associated with PSDS cases.
Documentclassification
Attachments
Accesscontrol
Reviewand approval
Signed-documentmanagement
Retentionrequirements
Assessnative ServiceNow capabilities against business requirements before proposingadditional development or third-party products.
eSignature
Ownthe solution design for integrating eSignature into
PSDS and ServiceNowWorkspace
.
AssessServiceNow-supported integration patterns and available enterpriseeSignature platforms.
Designthe end-to-end signing process including:
Initiationof signature requests
Multiplesignatories where applicable
Signaturestatus tracking
Callback/statusprocessing
Storageagainst the appropriate case
Auditrequirements
Determinewhich components can be delivered using available ServiceNow capabilitiesand IntegrationHub spokes and where additional integration or developmentis required.
Designagent-facing Workspace actions required to initiate and monitor signing.
Self-Service / ServiceCatalog
Designand implement self-service functionality using:
ServiceCatalog
CatalogItems
RecordProducers
ServiceNowportal experiences
FlowDesigner
Approvals
Notifications
Designthe relationship between front-end user requests and PSDS cases.
Ensureuser experience, security, data validation and downstream processingrequirements are incorporated into the solution.
ApplyServiceNow design patterns rather than recreating functionalityunnecessarily.
AI / Now Assist
Assesswhere
ServiceNow AI and Now Assist
can support the requiredbusiness outcomes.
Reviewavailable ServiceNow-delivered skills before recommending new custom AIdevelopment.
Configureand extend ServiceNow-provided AI capabilities where appropriate.
Designand implement custom skills using
Now Assist Skill Kit
whererequired.
Define:
AIuse cases
Skillinputs
Context
Workflowintegration
Humanreview requirements
Securitycontrols
Evaluationcriteria
Integratecustom skills with ServiceNow Workspace, workflows and platformfunctionality.
Considerdata privacy, security, hallucination risk, responsible AI andhuman-in-the-loop requirements as part of solution design.
ExplainAI capabilities and constraints to client stakeholders in explicit businesslanguage.
Hands-On TechnicalCapability
This is not a purely architectural role.
The candidate must be capable of independentlyconfiguring and developing ServiceNow solutions and should have strongexperience with:
GlideAPIs
BusinessRules
ScriptIncludes
ClientScripts
ACLs
FlowDesigner
IntegrationHub
RESTAPIs
Workspaceconfiguration




ServiceCatalog
Notifications/events
ServiceNowdata model
Documentand attachment processing
Third-partyintegrations
ATF
Applicationdeployment and release management
OOTB-First DesignCapability
A critical requirement is the ability to assessrequirements against the ServiceNow platform and classify them appropriately.
The candidate should be able to articulatewhether a requirement is:
1. OOTB
Available directly from ServiceNow with minimalconfiguration.
2. OOTB with Configuration
Achievable using standard ServiceNowconfiguration such as Flow Designer, case configuration, catalog configuration,Workspace configuration or platform rules.
3. OOTB with Extension
Uses the ServiceNow platform and data model butrequires additional configuration, scripting or application extension.
4. Integration
Requires interaction with an external platformor ServiceNow IntegrationHub capability.
5. Customisation
Requires behaviour outside standard ServiceNowimplementation patterns and should be justified by a clear business need.
6. Not Recommended
Technically possible but creates unnecessarytechnical debt, upgrade impact, security concerns or excessive divergence fromthe ServiceNow platform.
The consultant must be comfortable explainingthese classifications and their implications directly to the client.
Client-Facing Skills
The candidate must be able to:
Facilitaterequirements and solution discussions.
DemonstrateServiceNow functionality.
Translatetechnical concepts into business language.
ExplainOOTB functionality without overselling the platform.
Identifywhen a requirement is genuinely unsupported OOTB.
Presentsolution alternatives and trade-offs.
Makeand defend technical recommendations.
Managestakeholder expectations regarding configuration versus customisation.
Collaborateeffectively with client architects and ServiceNow platform teams.
Capturedecisions, assumptions, dependencies and actions from workshops.
Experience
Ideally the candidate will have:
6+years of ServiceNow experience.
Significantexperience as a Senior Developer, Technical Consultant or TechnicalArchitect.
Experiencedelivering ServiceNow case management solutions.
ServiceCatalog and portal implementation experience.
IntegrationHuband enterprise integration experience.
NowAssist / Generative AI implementation experience highly desirable.
Experiencedirectly engaging with clients and facilitating solution-design workshops.
Governmentor highly regulated industry delivery experience highly desirable.
Certifications
Desirable certifications include:
ServiceNowCertified System Administrator
ServiceNowCertified Application Developer
RelevantCertified Implementation Specialist certifications
ServiceNowarchitecture credentials
ServiceNowAI / Now Assist training or accreditation where applicable
Key Attributes
We are looking for someone who:
Isequally comfortable
designing and building
.
Hasa strong OOTB-first mindset.
UnderstandsServiceNow architecture, not just configuration.
Canidentify the implications of technical decisions before developmentbegins.
Canclearly distinguish platform capability from bespoke development.
Canconfidently work directly with senior client stakeholders.
Canexplain ServiceNow limitations as clearly as its capabilities.
Takesownership of a solution from requirements through design, build, testingand deployment.
Designssolutions that are supportable, maintainable and upgrade-safe.
#J-*****-Ljbffr

📌 Servicenow Technical Consultant / Solution Designer (Canberra)
🏢 Xpt Software Australia
📍 Canberra