Job Role: ServiceNow ITOM Service Mapping Specialist
Job Location: Chicago, IL(Remote)
Job Type: Full Time
Salary Range: $100000 to $120000/Annum + Full Time Benefits
Key Responsibilities
- Design, configure, and maintain ServiceNow Service Mapping solutions.
- Create and maintain Business Services, Application Services, and Technical Services.
- Develop accurate service maps representing end-to-end application and infrastructure dependencies.
- Configure and troubleshoot ServiceNow Discovery patterns, probes, sensors, and identification rules.
- Analyze and validate dependencies between applications, servers, databases, networks, middleware, APIs, and other infrastructure components.
- Configure Service Mapping entry points, connections, traffic-based discovery, and horizontal discovery.
- Work with MID Servers and ensure proper connectivity between ServiceNow and infrastructure environments.
- Troubleshoot failed or incomplete service maps and resolve discovery and mapping issues.
- Configure and maintain Service Mapping patterns and custom patterns where required.
- Ensure accurate CI relationships and alignment with the ServiceNow CMDB.
- Work closely with CMDB teams to maintain CI data quality and relationship integrity.
- Integrate Service Mapping with ServiceNow Discovery, CMDB, Event Management, and ITSM processes.
- Support application owners and infrastructure teams in identifying service dependencies.
- Perform regular validation and health checks of service maps.
- Identify and remediate stale, duplicate, or incorrect CIs and relationships.
- Support onboarding of new applications and business services into Service Mapping.
- Develop dashboards, reports, and metrics related to service mapping coverage and data quality.
- Participate in ServiceNow upgrades, enhancements, migrations, and implementation projects.
- Maintain technical documentation, mapping standards, operating procedures, and knowledge articles.
Required Technical Skills
- Strong hands-on experience with ServiceNow ITOM and Service Mapping.
- Strong understanding of ServiceNow CMDB and CSDM.
- Hands-on experience configuring Service Mapping.
- Good knowledge of ServiceNow Discovery.
- Experience working with MID Servers.
- Strong understanding of CI classes, attributes, relationships, and dependencies.
- Experience with Service Mapping Patterns and custom patterns.
- Knowledge of entry points, discovery mechanisms, traffic-based discovery, and application dependency mapping .
- Experience troubleshooting Discovery and Service Mapping issues.
- Understanding of Identification and Reconciliation Engine (IRE).
- Knowledge of ServiceNow integrations and REST/SOAP APIs.
- Good understanding of ITIL and ITOM processes
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