Position 16 Service Mapping Consultant

Required Skills

• Knowledge of ServiceNow Service Mapping, including pattern development, probes, and sensors
• Understanding of the Common Service Data Model (CSDM) framework and service taxonomy
• Ability to define service boundaries and map application-to-infrastructure dependencies
• Familiarity with hybrid environment discovery (on-prem and cloud)
• Basic experience integrating service maps into incident, change, and problem workflows
• CMDB data integrity practices: completeness checks, relationship accuracy, governance standards
• Troubleshooting skills for service mapping failures, data gaps, and CI misalignments
• 1-2 years of experience in ServiceNow Service Mapping or CMDB configuration
• Exposure to CSDM or similar service taxonomy frameworks preferred
• Experience collaborating with application owners or infrastructure teams to define service relationships
• Demonstrated ability to document technical processes and mapping configurations

Tasks & Duties:

• Develop, maintain, and optimize Service Mapping in ServiceNow, including creating and updating service maps and reusable patterns to reflect current infrastructure and application dependencies
• Design and configure custom patterns, probes, and sensors to enhance infrastructure discovery accuracy and coverage.
• Leverage ServiceNow Discovery to continuously and automatically identify IT components, relationships, and business services across hybrid environments.
• Maintain CMDB alignment with the CSDM framework, ensuring all mapped services adhere to standard service taxonomy and lifecycle definitions.
• Validate and improve CMDB data integrity, ensuring accuracy, completeness, and up-to-date relationships between technical and business services.
• Collaborate with application owners, infrastructure teams, and business stakeholders to define service boundaries and enforce CMDB governance standards.
• Integrate service mapping outputs into incident, change, and problem management workflows to improve root cause analysis and reduce mean time to resolution (MTTR).
• Proactively troubleshoot, resolve, and document service mapping and CMDB-related issues, including performance, data gaps, and misalignments.

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