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.