ServiceNow Technical Consultant / Solution Designer

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 strong 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