ServiceNow CSM Integrations Consultant

About the role

We are seeking a ServiceNow CSM Integrations Consultant to design, configure and implement solutions on the ServiceNow platform, focusing on IT Service Management (ITSM) and Customer Service Management (CSM) modules for our New Zealand operations.

Key responsibilities

• Design, configure and implement ServiceNow solutions for ITSM and CSM modules.
• Customize forms, fields, UI policies, business rules, and client/server scripts.
• Develop and support Flow Designer workflows, subflows and actions to automate business processes.
• Implement and enhance ITSM processes such as Incident, Problem, Change, Request and Knowledge Management.
• Configure and customize CSM capabilities including cases, service portals and omnichannel experiences.
• Gather requirements from stakeholders and translate them into technical solutions.
• Develop and maintain JavaScript‑based scripting (client scripts, business rules, script includes).
• Ensure performance optimisation, error handling and secure coding practices.
• Troubleshoot and resolve complex platform issues.
• Design and implement integrations using REST/SOAP APIs, IntegrationHub and MID Servers.
• Integrate ServiceNow with third‑party systems while ensuring data consistency and monitoring.

Required profile

• Proven experience working with ServiceNow ITSM and CSM modules.
• Strong JavaScript scripting skills for client and server side.
• Hands‑on experience with Flow Designer and integration tools.
• Ability to work closely with business stakeholders to capture requirements.
• Solid understanding of integration best practices, performance optimisation and secure coding.

Required skills

• ServiceNow platform
• ITSM and CSM modules
• JavaScript
• Flow Designer
• REST and SOAP APIs
• IntegrationHub
• MID Server
• Client scripts, business rules, script includes