We are seeking a Senior ServiceNow Technical Consultant / Solution Designer who combines solid hands‑on ServiceNow development capability with the ability to design solutions, document technical decisions and lead client‑facing solution discussions.
The role will focus on Public 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 works Out‑of‑the‑Box (OOTB), explain platform constraints and extension options, and recommend an appropriate solution.
A key responsibility of the role is maintaining an OOTB‑first design position and 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 using ServiceNow 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.