TQuanta Technologies - CMDB Lead - ServiceNow (3-10 yrs)

Job Description :

Role : CMDB Service Mapping Lead

Position Overview :

We are seeking a highly experienced and detail-oriented individual to join our team as a CMDB Service Mapping Lead. The primary focus of this role is to design, develop, and maintain service maps within the Configuration Management Database (CMDB) using the ServiceNow platform. The ideal candidate will have 10+ years of experience in CMDB management, with a strong background in service mapping, CI relationship identification, and IT service management (ITSM) processes. The candidate has to enable sustainability of intelligent mapping resource to support sustainability of processes including ongoing monitoring for quality and remediation of issues.

Key Responsibilities :

1. Service Mapping Design and Configuration :

- Collaborate with stakeholders to gather requirements and define the scope for service mapping initiatives across various business services and applications.

- Design and implement comprehensive service maps within the ServiceNow CMDB, depicting the relationships and dependencies between configuration items (CIs), applications, and infrastructure components.

- Configure and maintain service mapping rules, patterns, and discovery schedules to ensure accurate and up-to-date representation of CI relationships.

2. Discovery Tool Integration :

- Integrate the ServiceNow CMDB with discovery tools, such as ServiceNow Discovery or third-party discovery solutions, to automate the population of service maps.

- Configure discovery probes, credentials, and schedules to identify and map relationships between CIs across the IT infrastructure, including on-premises and cloud environments.

3. Relationship Identification and Validation :

- Conduct in-depth analysis and validation of CI relationships within service maps to ensure accuracy, completeness, and alignment with business requirements.

- Perform regular audits and reviews of service maps to identify discrepancies, anomalies, or missing dependencies, and take corrective actions as needed.

4. Impact Analysis and Dependency Mapping :

- Utilize service maps to perform impact analysis and dependency mapping for change management, incident management, and problem management processes.

- Analyze the impact of changes, incidents, or problems on business services and identify potential risks or dependencies that may be affected.

5. Documentation and Knowledge Sharing :

- Document service mapping configurations, rules, and procedures to facilitate knowledge sharing and training for IT teams and stakeholders.

- Provide guidance and support to end-users on interpreting service maps and understanding CI relationships, ensuring effective utilization of CMDB data for decision-making and troubleshooting.

Qualifications :

- Bachelor's degree in Computer Science, Information Technology, or related field.

- 10+ years of experience in CMDB management, with a focus on service mapping and CI relationship identification.

- Certification in CMDB (e.g., ServiceNow Certified Implementation Specialist - Service Mapping) is preferred.

- Strong understanding of IT service management (ITSM) processes, including change management, incident management, and problem management.

- Proficiency in ServiceNow CMDB and discovery tools, with hands-on experience in configuring and maintaining service maps.

- Excellent analytical and problem-solving skills, with the ability to identify and resolve complex CI relationships and dependencies.

- Strong communication and interpersonal skills, with the ability to collaborate effectively with cross-functional teams and stakeholders.

Mandatory Skills :

- ITIL Service Level Mgmt