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 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 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 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 notes

For 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 decision

PSDS and Case Management

Design and implement solutions using ServiceNow Public Sector Digital Services.Design case management solutions including:Case typesCase lifecycleCase tasksAssignment modelsRoutingPlaybooks/workflowsService definitionsSLAsCorrespondenceNotificationsRelated recordsSecurity

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 generationDocument storageDocument classificationAttachmentsVersioningDocument retrievalAccess controlReview and approvalSigned-document managementRetention 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 generationInitiation of signature requestsSignatory identificationMultiple signatories where applicableSignature status trackingCallback/status processingException handlingCompleted-document retrievalStorage against the appropriate caseAudit 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 CatalogCatalog ItemsRecord ProducersServiceNow portal experiencesFlow DesignerApprovalsNotifications

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 casesSkill inputsContextPrompt designExpected outputsWorkflow integrationHuman review requirementsSecurity controlsEvaluation 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:

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 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:

OOTB

Available directly from ServiceNow with minimal configuration.

OOTB with Configuration

Achievable using standard ServiceNow configuration such as Flow Designer, case configuration, catalog configuration, Workspace configuration or platform rules.

OOTB with Extension

Uses the ServiceNow platform and data model but requires additional configuration, scripting or application extension.

Integration

Requires interaction with an external platform or ServiceNow IntegrationHub capability.

Customisation

Requires behaviour outside standard ServiceNow implementation patterns and should be justified by a clear business need.

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 AdministratorServiceNow Certified Application DeveloperRelevant Certified Implementation Specialist certificationsServiceNow architecture credentialsServiceNow 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.