JRN030 · SaaS - ServiceNow
Senior ServiceNow Technical Consultant (Baseline clearance)
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:
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.
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.