Senior ServiceNow CMDB and Service Mapping Analyst

Job Summary

We are looking for a skilled Senior ServiceNow CMDB and Service Mapping Analyst who possesses a robust technical foundation in scripting, troubleshooting, and discovery. This position plays a crucial role in enhancing the accuracy, integrity, and maturity of our ServiceNow CMDB, as well as supporting our application service mapping initiatives. Your expertise will be key to our organization's success in configuration management.

Education & Experience

Required:

• 5+ years of experience with ServiceNow CMDB and Discovery, including administration and customization.
• 3+ years of hands-on experience with ServiceNow Service Mapping, encompassing troubleshooting, pattern design, and multi-layer service modeling.
• 3+ years in IT Infrastructure and service management.
• Proficient in scripting languages, including JavaScript, Glide API, and MID Server scripting, as well as command-line parsing (e.g., shell, PowerShell).
• Comprehensive knowledge of CSDM, CI lifecycle management, and data governance.
• Experience in troubleshooting probe failures, discovery logs, and addressing mapping discrepancies.
• Familiarity with hybrid infrastructure environments (cloud/on-prem), containerized services, or microservices.
• Strong understanding of ITIL processes, particularly Change, Incident, and Problem Management.
• Adept at communicating technical findings to non-technical stakeholders.
• Exceptional analytical skills focused on resolving service mapping inaccuracies and optimizing discovery processes.

Preferred:

• ServiceNow Certified Implementation Specialist in Discovery and/or CMDB.
• ServiceNow Certified Administrator (CSA).
• Background in regulated industries (e.g., finance, healthcare, government).
• Experience with automation tools and data normalization (e.g., Data Certification, Normalization Engine).

Core Work Activities

• Design, develop, and sustain the ServiceNow CMDB structures following the Common Service Data Model (CSDM 4.0/5.0).
• Configure and troubleshoot ServiceNow Discovery and Service Mapping to ensure real-time accuracy of CI relationships.
• Maintain the ServiceNow Service Mapping capability to accurately depict the relationships and dependencies between IT infrastructure and service.
• Utilize ServiceNow discovery to automate the identification of applications, infrastructure, and services for real-time service maps.
• Create and refine service maps for enhanced visibility across the IT landscape, including applications, networks, databases, and services.
• Develop custom patterns and probes, leveraging scripting capabilities to address non-standard or complex infrastructure components.
• Collaborate with stakeholders across infrastructure, application, and business teams to comprehensively map services.
• Work with IT teams to collect requirements and align service maps with business objectives.
• Integrate CMDB with Incident, Change, Problem, and IT Asset Management processes to ensure ITIL v4 compliance and regulatory adherence.
• Monitor data quality using KPIs and lead efforts to remediate any data discrepancies.
• Conduct root cause analysis on discovery or mapping failures and implement corrective actions through scripting or configuration changes.
• Partner with security, compliance, and architecture teams to ensure service mapping aligns with enterprise goals like audit readiness and disaster recovery planning.
• Identify and spearhead improvements to the service mapping process by leveraging ServiceNow features such as automated updates and predictive analytics.
• Serve as the subject matter expert for ServiceNow Service Mapping, utilizing industry best practices to guide service map development and governance throughout the organization.
• Propose strategic enhancements to ServiceNow Service Mapping functionalities to boost visibility, accuracy, and control over the IT ecosystem.