Basic Requirements:
- Minimum 8+ years Relevant ServiceNow Experience. Total IT experience minimum 10 Years in ServiceNow operations. 5+ years of hands-on experience in ServiceNow ITOM with specific focus on Discovery, Event Management andService Mapping.
- Responsible for handling escalations, participates in escalation meetings and should be solution oriented in decision makings.
- Design, develop, and implement ServiceNow Service Mapping solutions for business-critical services.
- Identify business services and applications to be mapped using Service Mapping tools.
- Integrate discovery and mapping processes with the CMDB to ensure accuracy and completeness of service data.
- Work with stakeholders to understand service dependencies and document end-to-end service maps.
- Troubleshoot mapping errors and optimize patterns and probes for enhanced visibility.
- Collaborate with platform, infrastructure, and application teams to align Service Mapping with business needs.
- Customize and create new patterns, probes, and sensors as necessary.
- Ensure Service Mapping data supports Event Management, Incident, Change, and Problem Management processes.
- Provide expertise in ITOM best practices, including Discovery, CMDB Health, and CSDM alignment.
- Ability to communicate fluently with client stakeholders.
- CSA & CAD mandatory
- CIS - Discovery, Event Management is preferred.
Preferred Skills:
- Deep understanding of ServiceNow Discovery, CMDB, MID Servers, and related integrations.
- Proficient in creating and customizing patterns, probes, and sensors.
- Experience working with CSDM (Common Service Data Model) and service taxonomy.
- Familiarity with network protocols (e.g., HTTP, SNMP, SSH, WMI) and infrastructure technologies (e.g., load balancers, databases, middleware).
- Knowledge of scripting (JavaScript, GlideScript) and regex.
- Experience in troubleshooting and resolving Service Mapping issues.
- ServiceNow Certified Implementation Specialist - ITOM / Discovery / Service Mapping.
- Familiarity with other ITOM modules: Event Management, Cloud Management, AIOps.
- Exposure to Agile methodologies and DevOps environments.
- Experience with enterprise tools like SolarWinds, AppDynamics, Dynatrace, or Splunk.
CIS - Discovery or Event Management certifications
Experience with CSDM and service taxonomy
Knowledge of network protocols such as HTTP, SNMP, SSH, and WMI
Familiarity with monitoring tools like SolarWinds, Dynatrace, AppDynamics, or Splunk
Experience working in Agile or DevOps environments
