Role- ServiceNow ITOM Service Mapping Specialist
Location- Hartford, CT // Chicago, IL // Remote
Client- Hartford Insurance
Visa- and USC
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
