Senior ServiceNow CMDB Service Mapping Specialist

Job Summary:
We are seeking an experienced ServiceNow CMDB Service Mapping Specialist to join our dynamic IT Service Management (ITSM) team. The successful candidate will be responsible for designing, implementing, and maintaining CMDB (Configuration Management Database) and Service Mapping in ServiceNow, ensuring the accurate mapping and relationship of infrastructure components to IT services. This role will directly contribute to optimizing configuration management processes, improving ITIL practices, and enabling visibility into business-critical services.

Key Responsibilities:
Service Mapping CMDB Management:
Design, develop, and implement Service Mapping for IT services and infrastructure components in ServiceNow.
Maintain accurate and up-to-date mappings of business services to supporting configuration items (CIs) within the CMDB.
Develop and maintain relationships between configuration items (CIs) and services, ensuring comprehensive service visibility and impact analysis.
ServiceNow Configuration Management:
Implement and manage CMDB processes, ensuring alignment with best practices and ITIL standards.
Manage CI lifecycle processes including creation, modification, and deactivation in the ServiceNow CMDB.
Work with business and IT teams to ensure the correct classification and accurate representation of services and CIs.

Integration Data Quality:
Collaborate with technical teams to integrate ServiceNow with other systems (e.g., monitoring tools, cloud services, asset management) to automate CI population and updates.
Monitor and maintain the integrity of CMDB data, implementing data quality controls and performing regular audits.
Resolve discrepancies and ensure compliance with data governance standards for CMDB.
Collaboration Stakeholder Management:
Partner with various IT teams (e.g., Operations, Security, Development) to understand the mapping and dependencies of business-critical services and infrastructure.
Conduct stakeholder workshops to define service and CI dependencies, gather requirements, and prioritize service mapping efforts.
Support ongoing CMDB and Service Mapping education and awareness programs for relevant teams.
Documentation Reporting:
Create and maintain comprehensive documentation for service mapping processes, methodologies, and best practices.
Provide regular status reports, metrics, and updates to management on Service Mapping progress and CMDB health.
Incident, Problem Change Management Support:
Leverage CMDB data to support Incident, Problem, and Change Management processes by ensuring accurate impact analysis and root cause identification.
Help identify potential risks and dependencies through Service Mapping to improve change execution and reduce service disruptions.

Skills Qualifications:
Experience:
Proven experience in ServiceNow CMDB management and Service Mapping (minimum of 3-5 years).
Strong understanding of ITIL processes and their integration with ServiceNow.
Experience with ServiceNow Discovery, Service Mapping, and related modules (e.g., Event Management, Orchestration) is a must.
Knowledge of the ServiceNow CSDM (Common Service Data Model) framework is highly preferred.

Technical Skills:
Proficient in ServiceNow platform including configuration, scripting, and customization.
Strong experience with ServiceNow Discovery and Service Mapping modules.
Familiarity with RESTful APIs, web services, and integration technologies.
Understanding of networking, servers, applications, and general IT infrastructure.

Additional Skills:
Strong analytical and problem-solving abilities.
Ability to translate business requirements into technical solutions.
Excellent communication and interpersonal skills to collaborate with various teams.

Certifications (Preferred):
ServiceNow Certified Implementation Specialist (CIS) CMDB, Service Mapping, or related certification.
ITIL Foundation certification or higher

Skills:

• English
• ServiceNow
• ServiceNow CMDB
• ServiceNow Cert App Developer
• ServiceNow Cert Implement Spec

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