Job Description
Senior ServiceNow
Technical Consultant / Solution Designer – PSDS, Document Management,
eSignature, Portal & AI
Role Overview
We are seeking aSenior ServiceNow Technical
Consultant / Solution Designerwho combines strong hands-on ServiceNow
development capability with the ability todesign solutions, document
technical decisions and lead client-facing solution discussions.
The role will focus onPublic Sector Digital
Services (PSDS), Case Management, Document Management, eSignature, Self-Service
/ Service Catalog and ServiceNow AI capabilities.
This person must be able to move beyond simply
developing requirements provided by others.
They will work directly with
business and technical stakeholders to understand the required business
outcome, demonstrate how ServiceNow worksOut-of-the-Box (OOTB), explain
platform constraints and extension options, and recommend an appropriate
solution.
A key responsibility of the role is maintaining
anOOTB-first design positionand clearly articulating where a
requirement can be delivered through configuration, where an integration or
extension is required, and where customisation should be avoided.
Key Responsibilities
Solution Design and
Client Engagement
Lead
technical and functional discussions with client stakeholders for assigned
ServiceNow capabilities.
Understand
the business problem and translate it into an appropriate ServiceNow
solution.
Demonstrate
relevant ServiceNow functionality to business and technical stakeholders.
Explain:
What
ServiceNow provides OOTB
What
can be achieved through configuration
What
requires integration
What
requires extension or custom development
Platform
constraints and limitations
Licensing
or plugin dependencies that require confirmation
Upgrade
and maintenance implications of proposed solutions
Challenge
requirements where an OOTB ServiceNow approach provides a better solution.
Facilitate
technical design and solution workshops.
Present
solution options and recommendations to client stakeholders.
Clearly
articulate trade-offs between OOTB functionality and customisation.
Design Documentation
Produce and maintain solution documentation
including:
Solution
Design Documents
High-Level
Designs
Detailed
/ Low-Level Designs
Architecture
and technical diagrams
Data-flow
diagrams
Integration
designs
Sequence
diagrams where appropriate
Data
models
Security
and access-control designs
Design
Decision Records / Architecture Decision Records
OOTB
versus customisation assessments
Options
papers
Configuration
specifications
Interface
specifications
Technical
implementation notes
For significant design decisions, document:
Business
requirement or problem
Relevant
ServiceNow OOTB capability
OOTB
limitations or constraints
Options
considered
Recommended
solution
Configuration/customisation
required
Integration
implications
Security
considerations
Licensing/dependency
considerations
Upgrade
and maintainability implications
Risks
and assumptions
Final
design decision
PSDS and Case Management
Design
and implement solutions usingServiceNow Public Sector Digital Services.
Design
case management solutions including:
Case
types
Case
lifecycle
Case
tasks
Assignment
models
Routing
Playbooks/workflows
Service
definitions
SLAs
Correspondence
Notifications
Related
records
Security
Understand
and utilise the PSDS data model.
Configure
and extend PSDS / Configurable Workspace experiences.
Determine
whether client requirements can be achieved through standard PSDS
capability before recommending custom development.




Document Management
Design
end-to-end document management solutions associated with PSDS cases.
Define
approaches for:
Document
generation
Document
storage
Document
classification
Attachments
Versioning
Document
retrieval
Access
control
Review
and approval
Signed-document
management
Retention
requirements
Assess
native ServiceNow capabilities against business requirements before proposing
additional development or third-party products.
eSignature
Own
the solution design for integrating eSignature intoPSDS and ServiceNow
Workspace.
Assess
ServiceNow-supported integration patterns and available enterprise
eSignature platforms.
Design
the end-to-end signing process including:
Document
generation
Initiation
of signature requests
Signatory
identification
Multiple
signatories where applicable
Signature
status tracking
Callback/status
processing
Exception
handling
Completed-document
retrieval
Storage
against the appropriate case
Audit
requirements
Determine
which components can be delivered using available ServiceNow capabilities
and IntegrationHub spokes and where additional integration or development
is required.
Design
agent-facing Workspace actions required to initiate and monitor signing.
Self-Service / Service
Catalog
Design
and implement self-service functionality using:
Service
Catalog
Catalog
Items
Record
Producers
ServiceNow
portal experiences
Flow
Designer
Approvals
Notifications
Design
the relationship between front-end user requests and PSDS cases.
Ensure
user experience, security, data validation and downstream processing
requirements are incorporated into the solution.
Apply
ServiceNow design patterns rather than recreating functionality
unnecessarily.
AI / Now Assist
Assess
whereServiceNow AI and Now Assistcan support the required
business outcomes.
Review
available ServiceNow-delivered skills before recommending new custom AI
development.
Configure
and extend ServiceNow-provided AI capabilities where appropriate.
Design
and implement custom skills usingNow Assist Skill Kitwhere
required.
Define:
AI
use cases
Skill
inputs
Context
Prompt
design
Expected
outputs
Workflow
integration
Human
review requirements
Security
controls
Evaluation
criteria
Integrate
custom skills with ServiceNow Workspace, workflows and platform
functionality.
Consider
data privacy, security, hallucination risk, responsible AI and
human-in-the-loop requirements as part of solution design.
Explain
AI capabilities and constraints to client stakeholders in transparent business
language.
Hands-On Technical
Capability
This is not a purely architectural role.
The candidate must be capable of independently
configuring and developing ServiceNow solutions and should have strong
experience with:
JavaScript
Glide
APIs
Business
Rules
Script
Includes
Client
Scripts
UI
Policies
ACLs
Flow
Designer
IntegrationHub
REST
APIs
Workspace
configuration
Service
Catalog
Service
Portal / self-service experiences
Notifications/events
ServiceNow
data model
Document
and attachment processing
Third-party
integrations
ATF
Application
deployment and release management
OOTB-First Design




Capability
A critical requirement is the ability to assess
requirements against the ServiceNow platform and classify them appropriately.
The candidate should be able to articulate
whether a requirement is:
1. OOTB
Available directly from ServiceNow with minimal
configuration.
2. OOTB with Configuration
Achievable using standard ServiceNow
configuration such as Flow Designer, case configuration, catalog configuration,
Workspace configuration or platform rules.
3. OOTB with Extension
Uses the ServiceNow platform and data model but
requires additional configuration, scripting or application extension.
4. Integration
Requires interaction with an external platform
or ServiceNow IntegrationHub capability.
5. Customisation
Requires behaviour outside standard ServiceNow
implementation patterns and should be justified by a clear business need.
6. Not Recommended
Technically possible but creates unnecessary
technical debt, upgrade impact, security concerns or excessive divergence from
the ServiceNow platform.
The consultant must be comfortable explaining
these classifications and their implications directly to the client.
Client-Facing Skills
The candidate must be able to:
Run
client design workshops.
Facilitate
requirements and solution discussions.
Demonstrate
ServiceNow functionality.
Translate
technical concepts into business language.
Explain
OOTB functionality without overselling the platform.
Identify
when a requirement is genuinely unsupported OOTB.
Present
solution alternatives and trade-offs.
Make
and defend technical recommendations.
Manage
stakeholder expectations regarding configuration versus customisation.
Collaborate
effectively with client architects and ServiceNow platform teams.
Capture
decisions, assumptions, dependencies and actions from workshops.
Experience
Ideally the candidate will have:
6+
years of ServiceNow experience.
Significant
experience as a Senior Developer, Technical Consultant or Technical
Architect.
Strong
hands-on development capability.
Experience
delivering ServiceNow case management solutions.
PSDS
and/or CSM implementation experience.
Service
Catalog and portal implementation experience.
IntegrationHub
and enterprise integration experience.
Document
management/documentgeneration experience.
eSignature
integration experience.
Now
Assist / Generative AI implementation experience highly desirable.
Experience
producing formal technical solution documentation.
Experience
directly engaging with clients and facilitating solution-design workshops.
Government
or highly regulated industry delivery experience highly desirable.
Certifications
Desirable certifications include:
ServiceNow
Certified System Administrator
ServiceNow
Certified Application Developer
Relevant
Certified Implementation Specialist certifications
ServiceNow
architecture credentials
ServiceNow
AI / Now Assist training or accreditation where applicable
Key Attributes
We are looking for someone who:
Is
equally comfortabledesigning and building.
Has
a strong OOTB-first mindset.
Understands
ServiceNow architecture, not just configuration.
Can
identify the implications of technical decisions before development
begins.
Can
clearly distinguish platform capability from bespoke development.
Produces
high-quality, traceable technical documentation.
Can
confidently work directly with senior client stakeholders.
Can
explain ServiceNow limitations as clearly as its capabilities.
Takes
ownership of a solution from requirements through design, build, testing
and deployment.
Designs
solution

📌 Servicenow Technical Consultant / Solution Designer (North Lismore)
🏢 XPT Software Australia Pty
📍 North Lismore