---
sourceDocument: Australia Public Sector
sourceDocumentLink: https://www.servicenow.com/docs/r/australia/government-industry

 Release :

    - australia

ft:locale :

    - en-US

ft:publication_title :

    - Australia Public Sector

ft:clusterId :

    - gvin

bundleId :

    - gvin

workflow :

    - Customer and Industry


---

# Personas

# Grants Management Personas {#ariaid-title1}

Release version: Australia  
Updated March 12, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 4 minutes to read
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## Summary of Grants Management Personas

Grants Management in ServiceNow supports collaboration by defining distinct user personas that correspond to typical agency roles involved in managing, delivering, and consuming grant services.
Assigning the correct persona roles helps administrators control access, responsibilities, and tools tailored to each user's function within the agency or specific grant programs.
Personas combine multiple granular roles and are flexible to be customized per agency needs.
Additionally, responsibilities can be assigned at the grant program level to control user access and activities specific to each program.
Show full answer Show less  

## Key Personas and Their Responsibilities

* **Agency Admin:** ServiceNow system administrators who manage the overall instance, agency configuration, hierarchy, user roles, and data management. They do not interact directly with grants but support the environment and role assignment.
* **Grant Program Admin:** Manages all grant programs agency-wide; can create, edit, or remove programs.
* **Grant Program Director:** Provides strategic oversight, ensures compliance with policies, approves final configurations and funding decisions, and oversees program performance and governance.
* **Grant Program Manager:** Owns the entire grant program lifecycle---designing, configuring, and maintaining program details such as eligibility, review workflows, budgets, and milestones. Manages application intake, merit reviews, scoring consolidation, and funding recommendations. This role ensures transparency, compliance, and communication with applicants.
* **Merit (External) Reviewer:** Subject matter experts who evaluate proposals based on predefined scoring rubrics. They may be internal or external and provide scores, comments, and recommendations within deadlines.
* **Grant Applicant:** Organizations or businesses applying for funding. Applicants prepare and submit applications through the Grants Management Applicant Portal and must be registered users. They provide required documentation and act as the primary contact for communications.
* **Grant Program Writer and Viewer:** Users assigned to edit or view specific grant programs as needed.

## Practical Application for ServiceNow Customers

Understanding these personas enables ServiceNow customers to efficiently assign appropriate roles and responsibilities to users within their grants management environment. This clarity ensures users have the right access to perform their duties while maintaining security and compliance. The persona model supports both agency-wide and grant program--specific access, facilitating streamlined workflows from program setup through evaluation and awarding. Administrators can tailor persona roles to their agency's structure, improving governance and operational efficiency across all grant activities.  
Understand the key personas involved in Grants Management and their responsibilities in supporting grants.

## Understanding Grants Management personas {#psds-config-gmp-personas__section_mpm_fp2_1hc}

Grants Management supports collaboration between multiple personas, each playing a distinct role in managing, delivering, and consuming services. Understanding these roles helps administrators assign the
right access, responsibilities, and tools within the framework.

Grants Management supports access based on predefined personas that reflect the type of work users perform within an agency. These personas can be assigned and tailored to match your agency's needs. A
persona role may contain several roles within. The roles within are automatically added to the user when the persona role is added.  
Grants Management models this flexibility through:

Personas and Roles
:   Defined at the user level. Delegates access for the user across the entire agency.

Responsibilities
:   Defined according to each grant program, at the grant program level only. Delegates access for the user according to the specific grant program. A user can be a point of contact for a grants program, part of the internal
    program team, or part of the external merit reviewer team. All of these are added at the grant program level, through activities in the program setup playbook.
The combination of user roles and responsibilities determines what a user can do within each grants agency, and within each grant program.

## Grants Management user personas {#psds-config-gmp-personas__section_ufy_fq2_1hc}

A persona role is a pre-configured role made up of multiple granular roles. Each persona role corresponds to a common job title for agency members and represents a different way a user interacts with an agency. The following
table contains the persona roles included with the Grants Management, and a description of each persona as it may pertain to an agency. For more information on the roles installed with Grants Management, including the roles contained in each persona, see [Grants Management roles](https://www.servicenow.com/docs/84ziQYODgqGZXfvro8usYw#roles-installed-with-public-sector-digital-services__gm-roles).
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| Persona | Description | Agency Example |
|-|-|-|
| Admin \[sn_svc_appl_pgm_mg.grant_program_admin\], \[sn_gsm_grnt_mgmt.grant_admin\] | An administrator is a certified ServiceNow system administrator of the agency. Administrators don't use the application directly. They support agency configuration, instance management, hierarchy management, and member role and responsibility assignments, including related-party configurations and general data management. | A system administrator sets up the agency's Servicenow environment, and manages all instances. A Grant Program admin has access to all grant programs within an agency, and can create, edit, or remove grant programs. |
| Grant Program Director \[sn_svc_appl_pgm_mg.grant_program_director\], \[pps_resource\] | The Grant Program Director provides oversight and final approval for program setup and funding decisions. They ensure the program aligns with agency goals, compliance requirements, and available funding. The Grant Program Director serves as the senior authority responsible for the strategic oversight and governance of the grant program. This role involves approving final program configurations, ensuring compliance with organizational policies, and making key decisions regarding program direction and resource allocation. The Director reviews and authorizes the publication of opportunities, working closely with the Grant Program Manager to verify that all requirements and standards are met. Additionally, the Director provides guidance on complex issues, helps resolve escalations, and maintains accountability for the program's overall success. | Review and approve program configuration before publication. Approve or decline funding recommendations submitted by the Program Manager. Provide strategic direction and ensure program compliance. Oversee program performance and outcomes. |
| Grant Program Manager \[sn_svc_appl_pgm_mg.grant_program_manager\], \[pps_resource\] | The Grant Program Manager is the primary owner of the grant program. This role oversees the full lifecycle, from initial definition through announcement, application configuration, and final publication. They design, configure, and maintain the program throughout its lifecycle. This includes defining eligibility criteria, review frameworks, budget structures, milestones, and required documentation. They also oversee application intake, screening, evaluation, and funding recommendations. | Define program details, eligibility rules, milestones, and budget parameters. Configure application forms, screening logic, and review workflows. Assign reviewers and manage merit review tasks. Monitor evaluation progress and consolidate scoring. Build funding proposals and submit recommendations for approval. Communicate with applicants as needed throughout the process. They are focused on compliance, success, and transparency, and are handling everything from document management, monitoring, reporting and understanding outcomes of a grant program. This role involves setting up program parameters, managing timelines and budgets, selecting review frameworks, and forming implementation teams. The manager ensures that all information and requirements are correctly configured and communicated, facilitating a transparent and efficient application process. Additionally, the Grant Program Manager coordinates with key stakeholders, reviews program setups, and seeks necessary approvals before publishing opportunities. |
| Merit (External) Reviewer \[awa_agent\], \[sn_gsm_grnt_mgmt.external_reviewer\] | Merit Reviewers are subject matter experts (SMEs) assigned to evaluate proposals based on predefined scoring rubrics. They may be internal staff, external partners, or community reviewers depending on the program. These users are added to the grant program's external reviewer team using the activity in the playbook. | A merit reviewer is brought in to conduct merit reviews using structured scoring rubrics that have been pre-defined by the grant agency. The reviewer will evaluate proposals for technical quality, feasibility, and alignment with program goals, and submit scores, comments, and recommendations within assigned deadlines. They may participate in panel discussions if required. |
| Applicant \[sn_customerservice.customer\] or \[sn_gsm.business_contact\] | The Grant Applicant represents an organization or business seeking funding through the grant program. This persona is responsible for preparing and submitting the application, including providing detailed organizational information, responding to eligibility screening, and assembling required documents such as budget plans and proposal narratives. They must be registered users on the portal. Note: The applicant must be a registered user in the Grants Management Applicant Portal, and must have either the sn_customerservice.customer or sn_gsm.business_contact roles. | An applicant seeking funding works through the Grant Applicant Portal. They review program requirements, adhere to compliance mandates, and confirm all conditions are met before submitting an application. The role involves collaborating internally to gather data and signatures, and serving as the main contact for communications with the Grant Program Manager. |
| Grant Program Writer | A grant program viewer can edit grant programs that they are assigned to. |   |
| Grant Program Viewer | A grant program viewer can view grant programs that they are assigned to. |   |
[Table 1. Grants Management user personas]

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