ServiceNow Technical Consultant / Solution Designer

Senior ServiceNow
Technical Consultant / Solution Designer – PSDS, Document Management,
eSignature, Portal & AI

Role Overview

We are seeking a Senior ServiceNow Technical
Consultant / Solution Designer who combines strong 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:

1. Business
   requirement or problem
   
2. Relevant
   ServiceNow OOTB capability
   
3. OOTB
   limitations or constraints
   
4. Options
   considered
   
5. Recommended
   solution
   
6. Configuration/customisation
   required
   
7. Integration
   implications
   
8. Security
   considerations
   
9. Licensing/dependency
   considerations
   
10. Upgrade
    and maintainability implications
    
11. Risks
    and assumptions
    
12. 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.
  

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 into PSDS 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
  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 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 clear 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/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.
  

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 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.