Job Description
XPT Software Australia Pty Ltd | Contract
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ServiceNow Technical Consultant / Solution Designer
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Canberra, Australia | Posted on 08/24/2026
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State/Province Australian Capital Territory
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Country Australia
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About Us
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AboutXPT
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XPT SoftwareAustralia PTY Ltd, incorporated in ****, is a Software Services company
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XPT works with topclients across Australia in Banking, Insurance, Telecom,Retail, Energy, Mining and
Manufacturingdomains.
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We have 120+technocrats in Australia working at our clientlocations.
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XPT SoftwareAustralia is part of group companies which has globalpresence across India & Europe.
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We have served100+ clients globally, fulfilling their onsite-offshoreneeds.
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Job Description
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Senior
ServiceNowTechnical
Consultant / Solution Designer – PSDS, Document
Management,eSignature,
Portal & AI
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Role Overview
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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.
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The role will focus on Public Sector DigitalServices (PSDS), Case Management, Document Management, eSignature, Self-Service/ Service Catalog and ServiceNow AI capabilities.
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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.
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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.
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Key Responsibilities
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Solution Design andClient Engagement
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Leadtechnical and functional discussions with client stakeholders for assignedServiceNow capabilities.
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Understandthe business problem and translate it into an appropriate
ServiceNowsolution.
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Demonstraterelevant
ServiceNow functionality to business and technical stakeholders.
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Explain:
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WhatServiceNow provides OOTB
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Whatcan be achieved through configuration
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Whatrequires integration
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Whatrequires extension or custom development
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Platformconstraints
and limitations
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Licensingor plugin dependencies that require confirmation
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Upgradeand maintenance implications of proposed solutions
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Challengerequirements
where an OOTB ServiceNow approach provides a better solution.
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Facilitatetechnical
design and solution workshops.
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Presentsolution options and recommendations to client stakeholders.
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Clearlyarticulate trade-offs between OOTB functionality and customisation.
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Design Documentation
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Produce and maintain solution
documentationincluding:
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SolutionDesign Documents
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High-LevelDesigns
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Detailed/ Low-Level Designs
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Architectureand technical diagrams
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Data-flowdiagrams
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Sequencediagrams where appropriate
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Securityand access-control designs
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OOTBversus customisation assessments
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Optionspapers
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Configurationspecifications
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Interfacespecifications
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Businessrequirement
or problem
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RelevantServiceNow OOTB capability
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OOTBlimitations or constraints
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Optionsconsidered
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Recommendedsolution
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Configuration/customisationrequired
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Integrationimplications
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Securityconsiderations
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Licensing/dependencyconsiderations
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Upgradeand maintainability implications
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Risksand assumptions
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PSDS and Case Management
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Designand implement solutions using ServiceNow Public Sector Digital Services.
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Designcase management solutions including:
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Casetypes
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Caselifecycle
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Casetasks
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Routing
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Playbooks/workflows
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Servicedefinitions
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SLAs
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Notifications
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Relatedrecords
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Security
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Understandand utilise the PSDS data model.
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Configureand extend PSDS / Configurable Workspace experiences.
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Determinewhether client requirements can be achieved through standard PSDScapability before recommending custom development.
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Document Management
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Designend-to-end document management solutions associated with PSDS cases.
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Documentclassification
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Attachments
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Accesscontrol
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Reviewand approval
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Signed-documentmanagement
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Retentionrequirements
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Assessnative ServiceNow capabilities against business requirements before
proposingadditional
development or third-party products.
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eSignature
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Ownthe solution design for integrating eSignature into PSDS and
ServiceNowWorkspace.
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AssessServiceNow-supported integration patterns and available
enterpriseeSignature
platforms.
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Designthe end-to-end signing process including:
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Initiationof signature requests
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Multiplesignatories
where applicable
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Signaturestatus tracking
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Callback/statusprocessing
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Storageagainst the appropriate case
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Auditrequirements
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Determinewhich components can be delivered using available ServiceNow capabilitiesand IntegrationHub spokes and where additional integration or developmentis required.
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Designagent-facing Workspace actions required to initiate and monitor signing.
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Self-Service / ServiceCatalog
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Designand implement self-service functionality using:
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ServiceCatalog
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CatalogItems
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RecordProducers
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ServiceNowportal experiences
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FlowDesigner
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Approvals
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Notifications
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Designthe relationship between front-end user requests and PSDS cases.
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Ensureuser experience, security, data validation and downstream
processingrequirements
are incorporated into the solution.
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ApplyServiceNow design patterns rather than recreating
functionalityunnecessarily.
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AI / Now Assist
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Assesswhere ServiceNow AI and Now Assist can support the requiredbusiness outcomes.
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Reviewavailable ServiceNow-delivered skills before recommending new custom AIdevelopment.
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Configureand extend ServiceNow-provided AI capabilities where appropriate.
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Designand implement custom skills using Now Assist Skill Kit whererequired.
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Define:
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AIuse cases
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Skillinputs
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Context
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Workflowintegration
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Humanreview requirements
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Securitycontrols
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Evaluationcriteria
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Integratecustom skills with ServiceNow Workspace, workflows and
platformfunctionality.
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Considerdata privacy, security, hallucination risk, responsible AI andhuman-in-the-loop requirements as part of solution design.
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ExplainAI capabilities and constraints to client stakeholders in clear businesslanguage.
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Hands-On
TechnicalCapability
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This is not a purely architectural role.
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The candidate must be capable of
independentlyconfiguring
and developing ServiceNow solutions and should have strongexperience with:
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GlideAPIs
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BusinessRules
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ScriptIncludes
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ClientScripts
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ACLs
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FlowDesigner
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IntegrationHub
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RESTAPIs
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Workspaceconfiguration




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

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