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




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




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

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