ServiceNow Developer (Baseline clearance)

We are seeking an experienced ServiceNow Developer to design, configure and develop solutions across the ServiceNow platform, with a strong focus on Public Sector Digital Services (PSDS), Case Management, Document Management, eSignature, Self-Service / Service Catalog and ServiceNow AI capabilities.

The successful candidate will be a hands-on developer who is comfortable working within an OOTB-first implementation approach, configuring ServiceNow capabilities where possible and developing extensions or integrations where required.

The role requires practical experience building production-quality ServiceNow solutions and working closely with technical leads, architects, business analysts and client SMEs.

Key Responsibilities

PSDS and Case Management

• Configure and develop solutions using ServiceNow Public Sector Digital Services (PSDS).

• Configure and extend PSDS case management functionality, including:

  • Case types

  • Case lifecycle and state models

  • Case tasks

  • Assignment and routing

  • Agent activities

  • Notifications

  • SLAs

  • Related records

  • Constituent/customer interactions

• Configure and enhance Configurable Workspace / PSDS agent experiences.

• Implement business rules, Flow Designer flows, subflows and associated case automation.

• Configure security including roles, ACLs and appropriate access to cases and associated records.

Document Management

• Implement document management capabilities supporting PSDS cases and business processes.

• Configure document generation, storage, retrieval and association of documents with case records.

• Implement document upload and attachment management.

• Develop document lifecycle processes including:

  • Document creation

  • Classification

  • Review

  • Approval

  • Version management where required

  • Retention and access controls

• Integrate document generation and document management functionality with workflows and case processes.

eSignature

• Design and implement electronic signature functionality within ServiceNow and PSDS workflows.

• Integrate ServiceNow with supported eSignature platforms such as Adobe Acrobat Sign, DocuSign or equivalent enterprise signing platforms.

• Configure IntegrationHub spokes, REST APIs and supporting integration components where required.

• Implement processes to:

  • Generate documents for signature

  • Initiate signature requests from ServiceNow Workspace

  • Identify signatories

  • Track signature status

  • Handle completed, declined and expired signature requests

  • Retrieve completed signed documents

  • Associate signed documents back to the appropriate ServiceNow case

• Develop Workspace actions/components required to provide a seamless eSignature experience for agents.

Self-Service Portal and Service Catalog

• Configure and develop ServiceNow self-service experiences.

• Build and maintain Service Catalog items and record producers.

• Configure:

  • Catalog items

  • Variables and variable sets

  • Reference qualifiers

  • Client scripts

  • UI policies

  • Catalog UI policies

  • Flow Designer workflows

  • Approvals

  • Notifications

• Develop self-service experiences that allow external or internal users to submit requests and interact with ServiceNow processes.

• Configure portal components and associated user experiences where required.

• Ensure catalog requests integrate correctly with PSDS cases and downstream workflows.

ServiceNow AI / Now Assist

• Implement ServiceNow AI capabilities using Now Assist and Now Assist Skill Kit.

• Assess existing ServiceNow-delivered AI skills and determine where they can be configured or reused.

• Configure, test and deploy existing ServiceNow AI capabilities.

• Develop custom Now Assist skills and prompts where OOTB capabilities do not meet the business requirement.

• Configure skill inputs, prompts, outputs and contextual data.

• Integrate AI skills into ServiceNow workflows, Workspace actions and user experiences.

• Test AI-generated outputs for accuracy, security and expected business behaviour.

• Work within enterprise AI governance, data security and responsible AI requirements.

Core Technical Skills

The candidate should have strong hands-on experience across:

• ServiceNow platform development

• Public Sector Digital Services (PSDS)

• Case Management

• Configurable Workspace / Workspace configuration

• Service Catalog

• Service Portal and/or modern ServiceNow self-service experiences

• Flow Designer

• IntegrationHub

• REST/SOAP integrations

• JavaScript

• Glide APIs

• Business Rules

• Script Includes

• Client Scripts

• UI Policies

• ACLs and ServiceNow security model

• Notifications

• Scheduled jobs/events

• Document and attachment handling

• Integration with external document/eSignature solutions

• Update Sets / Application Repository / controlled deployment practices

• Automated Test Framework (ATF)

AI Skills

Experience with one or more of the following is highly desirable:

• Now Assist

• Now Assist Skill Kit

• Creation and configuration of custom AI skills

• Prompt engineering within ServiceNow

• Using ServiceNow-provided AI skills

• Integration of AI capabilities into Workspace and workflows

• Generative AI Controller

• AI governance and security considerations

• Testing and evaluation of generative AI outputs

Experience

Ideally the candidate will have:

• 4+ years of ServiceNow development experience.

• Strong recent hands-on ServiceNow implementation experience.

• Experience implementing Case Management solutions.

• Experience with PSDS or Customer Service Management-based applications.

• Experience implementing Service Catalog and self-service functionality.

• Experience integrating ServiceNow with third-party systems.

• Experience implementing document generation, document management or eSignature solutions.

• Experience with ServiceNow AI / Now Assist highly desirable.

• Experience delivering solutions in complex government or regulated environments highly desirable.

Certifications

Desirable certifications include:

• ServiceNow Certified System Administrator

• ServiceNow Certified Application Developer

• Relevant ServiceNow implementation specialist certifications

• ServiceNow AI / Now Assist training or accreditation where applicable

Key Attributes

The successful candidate will:

• Be highly hands-on and capable of independently building ServiceNow functionality.

• Understand the difference between configuration and unnecessary customisation.

• Take an OOTB-first approach.

• Produce maintainable and upgrade-safe ServiceNow solutions.

• Be comfortable troubleshooting complex workflow and integration issues.

• Work effectively with solution architects, business analysts, testers and client technical teams.

• Be able to take a defined design and translate it into working ServiceNow functionality.