ServiceNow CMDB & Service Mapping Specialist

Description:
Job Summary

We are seeking a skilled ServiceNow CMDB & Service Mapping Specialist with hands-on experience in designing, implementing, and managing CMDB and Service Mapping solutions. The ideal candidate will ensure accurate configuration data, strong data governance, and automated service mapping for business-critical applications.

Key Responsibilities

CMDB Management

Design, implement, and maintain ServiceNow CMDB in alignment with best practices (CSDM framework).
Ensure data accuracy, completeness, and health using CMDB dashboards and audits.
Manage CI classes, relationships, identification & reconciliation rules (IRE).
Define and maintain CMDB governance policies and processes.
Service Mapping

Design and implement Service Mapping solutions using:
Top-down discovery
Horizontal discovery
Develop and maintain Discovery and Service Mapping patterns.
Map business services to underlying infrastructure (apps, servers, databases, network devices).
Troubleshoot mapping issues, optimize performance, and ensure data fidelity.
Discovery & Integrations

Configure and manage ServiceNow Discovery/Azure Cloud Discovery.
Integrate CMDB with external tools (e.g., SCCM, AWS, Azure, monitoring tools).
Maintain MID Servers and troubleshoot connectivity issues.
CSDM & Data Governance

Implement and align CMDB with Common Service Data Model (CSDM).
Define data ownership, lifecycle policies, and governance models.
Automation & Scripting

Develop custom scripts using:
JavaScript (Glide APIs)
Business Rules, Script Includes
Automate data ingestion and reconciliation processes.
Stakeholder Collaboration

Work with application owners, infra teams, and architects.
Gather requirements for new services and onboard into Service Mapping.
Required Skills

Core Skills

Strong experience in:
ServiceNow CMDB
Service Mapping
Discovery
Knowledge of CSDM (Common Service Data Model).
Hands-on experience with:
CI relationships & dependencies
Identification & Reconciliation Engine (IRE)
Technical Skills

JavaScript (ServiceNow scripting)
REST/SOAP APIs
MID Server configuration
Cloud platforms (AWS/Azure) mapping (preferred)
Tools & Concepts

ServiceNow ITOM modules
Infrastructure knowledge:
Servers (Windows/Linux)
Networks (load balancers, firewalls)
Databases
Preferred Qualifications

ServiceNow Certifications:
CSA (Certified System Administrator)
CIS-Discovery
CIS-Service Mapping
Experience implementing enterprise CMDB strategy
Exposure to ITIL processes
Soft Skills

Strong analytical and troubleshooting skills
Excellent communication and stakeholder handling
Ability to work in Agile environments
Documentation & process-oriented mindset
Key Performance Indicators (KPIs)

CMDB data health score improvement
% of services mapped accurately
Reduction in orphan CIs
Discovery & Service Mapping coverage
Nice-to-Have
Experience with Event Management / AIOps
Knowledge of DevOps & CI/CD pipelines
Experience in multi-cloud environments
CMDB & CSDM, Service Mapping and Discovery
JavaScript (ServiceNow scripting)
REST/SOAP APIs
MID Server configuration
Cloud platforms (AWS/Azure) mapping (preferred)
Tools & Concepts