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 2016, 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 current 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 clear 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.

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