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 strong
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 solid 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 (Rockhampton)
🏢 XPT Software Australia Pty
📍 Rockhampton