ServiceNow Service Mapping Specialist

(Local candidates only as F2F Interview is must)

Project Overview

Client is seeking an experienced ServiceNow CMDB and Service Mapping Specialist to support enterprise configuration management and service mapping initiatives. This role focuses on improving CMDB accuracy, strengthening service mapping capabilities, and ensuring reliable visibility across complex IT environments.

Key Responsibilities

• Design, build, and maintain ServiceNow CMDB aligned with CSDM standards.
• Configure and troubleshoot ServiceNow Discovery and Service Mapping for accurate CI relationships.
• Develop and maintain service maps representing infrastructure and application dependencies.
• Automate discovery of applications, infrastructure, and services using ServiceNow tools.
• Create custom patterns and probes using JavaScript, Glide API, and MID Server scripting.
• Partner with infrastructure, application, and business teams to map services end-to-end.
• Integrate CMDB with ITIL processes including Incident, Change, Problem, and Asset Management.
• Monitor and improve CMDB data quality using defined KPIs.
• Perform root cause analysis for discovery and mapping issues and implement fixes.
• Collaborate with security, compliance, and architecture teams to support enterprise goals.
• Identify opportunities to enhance service mapping through automation and analytics.

Required Qualifications

• Bachelor’s degree in Information Technology, Computer Science, or related field (or equivalent experience).
• 3+ years of experience with ServiceNow CMDB and Discovery (administration and customization).
• 3+ years of hands-on experience with ServiceNow Service Mapping, including troubleshooting and pattern development.
• 3+ years of experience in IT infrastructure and service management.
• Strong scripting experience (JavaScript, Glide API, MID Server scripting, shell/PowerShell).
• Knowledge of CSDM, CI lifecycle management, and data governance.
• Experience troubleshooting discovery issues, probe failures, and mapping gaps.
• Familiarity with hybrid environments (cloud and on-premises), containers, or microservices.
• Strong understanding of ITIL processes (Incident, Change, Problem Management).

Technical & Soft Skills

Technical Skills:

• ServiceNow CMDB, Discovery, and Service Mapping
• JavaScript, Glide API, MID Server scripting
• Command-line scripting (Shell, PowerShell)
• CSDM framework and data governance
• ITIL-based service management processes
• Hybrid infrastructure and modern application architectures

Soft Skills:

• Strong analytical and problem-solving abilities
• Ability to communicate technical concepts to non-technical stakeholders
• Collaboration across cross-functional teams
• Attention to detail with a focus on data accuracy
• Continuous improvement mindset