Servicenow Technology Analyst - CMDB & Service Mapping Specialist

Job Summary

We are seeking an experienced ServiceNow CMDB & Service Mapping Specialist with a strong technical background in scripting, troubleshooting, and discovery to support our enterprise configuration management, service mapping and modeling efforts. This role is critical to ensuring the accuracy, integrity, and maturity of our ServiceNow CMDB and the success of our application service mapping initiatives.

Education & Experience

Required:

• Bachelor s degree in information technology, Computer Science or a related field, or equivalent experience.
• 3+ years of experience with ServiceNow CMDB and Discovery, including administration and customization.
• 3+ years hands-on experience with ServiceNow Service Mapping, including troubleshooting, pattern design, and multi-layer service modeling.
• 3+ years experience in IT Infrastructure and service management.
• Strong scripting skills: JavaScript, Glide API, MID Server scripting, and command-line parsing (e.g., shell, PowerShell).
• Knowledge of CSDM, CI lifecycle management, and data governance.
• Experience troubleshooting probe failures, discovery logs, and mapping gaps.
• Knowledge of hybrid infrastructure environments (cloud/on-prem), containerized services, or microservices.
• Strong understanding of ITIL processes, especially Change, Incident, and Problem Management.
• Ability to communicate technical findings to non-technical stakeholders.
• Strong analytics skills with a focus on identifying and resolving service mapping inaccuracies and optimizing discovery processes.

Preferred:

• ServiceNow Certified Implementation Specialist Discovery and/or CMDB.
• ServiceNow Certified Administrator (CSA).
• Experience in regulated industries (e.g., finance, healthcare, government).
• Experience with automation tools and data normalization (e.g., Data Certification, Normalization Engine).

Core Work Activities

• Design, build, and maintain ServiceNow CMDB structures in alignment with the Common Service Data Model (CSDM 4.0/5.0).
• Configure and troubleshoot ServiceNow Discovery and Service Mapping to ensure accurate, near-real-time population of CI relationships.
• Configure and maintain the ServiceNow Service Mapping capability to accurately represent the relationships and dependencies between IT infrastructure and Service.
• Develop custom patterns and probes, leveraging scripting capabilities (e.g., JavaScript, Glide API, MID Server command execution) to support non-standard or complex infrastructure components.
• Integrate CMDB with Incident, Change, Problem, and IT Asset Management processes to support ITIL v4 alignment and regulatory compliance.