Senior ServiceNowTechnical Consultant / Solution Designer – PSDS, Document Management,eSignature, Portal & AIRole OverviewWe 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 ResponsibilitiesSolution Design andClient EngagementLead 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 OOTBWhat can be achieved through configurationWhat requires integrationWhat requires extension or custom developmentPlatform constraints and limitationsLicensing or plugin dependencies that require confirmationUpgrade and maintenance implications of proposed solutionsChallenge 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 DocumentationProduce and maintain solution documentationincluding:Solution Design DocumentsHigh-Level DesignsDetailed / Low-Level DesignsArchitecture and technical diagramsData-flow diagramsIntegration designsSequence diagrams where appropriateData modelsSecurity and access-control designsDesign Decision Records / Architecture Decision RecordsOOTB versus customisation assessmentsOptions papersConfiguration specificationsInterface specificationsTechnical implementation notesFor significant design decisions, document:Business requirement or problemRelevant ServiceNow OOTB capabilityOOTB limitations or constraintsOptions consideredRecommended solutionConfiguration/customisation requiredIntegration implicationsSecurity considerationsLicensing/dependency considerationsUpgrade and maintainability implicationsRisks and assumptionsFinal design decisionPSDS and Case ManagementDesign and implement solutions using ServiceNow Public Sector Digital Services.Design case management solutions including:Case typesCase lifecycleCase tasksAssignment modelsRoutingPlaybooks/workflowsService definitionsSLAsCorrespondenceNotificationsRelated recordsSecurityUnderstand 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 ManagementDesign end-to-end document management solutions associated with PSDS cases.Define approaches for:Document generationDocument storageDocument classificationAttachmentsVersioningDocument retrievalAccess controlReview and approvalSigned-document managementRetention requirementsAssess native ServiceNow capabilities against business requirements before proposing additional development or third-party products.eSignatureOwn the solution design for integrating eSignature into PSDS and ServiceNow Workspace.Assess ServiceNow-supported integration patterns and available enterprise eSignature platforms.Design the end-to-end signing process including:Document generationInitiation of signature requestsSignatory identificationMultiple signatories where applicableSignature status trackingCallback/status processingException handlingCompleted-document retrievalStorage against the appropriate caseAudit requirementsDetermine 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 / ServiceCatalogDesign and implement self-service functionality using:Service CatalogCatalog ItemsRecord ProducersServiceNow portal experiencesFlow DesignerApprovalsNotificationsDesign 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 AssistAssess where ServiceNow AI and Now Assist can 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 using Now Assist Skill Kit where required.Define:AI use casesSkill inputsContextPrompt designExpected outputsWorkflow integrationHuman review requirementsSecurity controlsEvaluation criteriaIntegrate 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 clear business language.Hands-On TechnicalCapabilityThis is not a purely architectural role.The candidate must be capable of independentlyconfiguring and developing ServiceNow solutions and should have strongexperience with:JavaScriptGlide APIsBusiness RulesScript IncludesClient ScriptsUI PoliciesACLsFlow DesignerIntegrationHubREST APIsWorkspace configurationService CatalogService Portal / self-service experiencesNotifications/eventsServiceNow data modelDocument and attachment processingThird-party integrationsATFApplication deployment and release managementOOTB-First DesignCapabilityA 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.
OOTBAvailable directly from ServiceNow with minimalconfiguration.2.




OOTB with ConfigurationAchievable using standard ServiceNowconfiguration such as Flow Designer, case configuration, catalog configuration,Workspace configuration or platform rules.3.
OOTB with ExtensionUses the ServiceNow platform and data model butrequires additional configuration, scripting or application extension.4.
IntegrationRequires interaction with an external platformor ServiceNow IntegrationHub capability.5.
CustomisationRequires behaviour outside standard ServiceNowimplementation patterns and should be justified by a clear business need.6.
Not RecommendedTechnically 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 SkillsThe 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.ExperienceIdeally the candidate will have:6+ years of ServiceNow experience.Significant experience as a Senior Developer, Technical Consultant or Technical Architect.Robust 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/document generation 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.CertificationsDesirable certifications include:ServiceNow Certified System AdministratorServiceNow Certified Application DeveloperRelevant Certified Implementation Specialist certificationsServiceNow architecture credentialsServiceNow AI / Now Assist training or accreditation where applicableKey AttributesWe are looking for someone who:Is equally comfortable designing 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 solutions that are supportable, maintainable and upgrade-safe.

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