Senior Service Mapping Engineer

About This Role

Job Summary

The Senior Service Mapping Engineer is responsible for managing and operating Service Mapping and Discovery solutions within the organization. The role focuses on maintaining accurate service models, responding to internal department requests, and ensuring high-quality CMDB data to support IT operations and business needs.

The engineer works closely with different departments to understand service requirements, enhance visibility of IT services, and support use cases such as impact analysis, incident resolution, and change management. The role is primarily operational and administrative, ensuring continuous improvement and optimization of the Service Mapping platform.

Job responsibilities

• Operate and manage Service Mapping and Discovery tools (Ivanti, ServiceNow, BMC, or similar).
• Maintain and update service maps, application models, and infrastructure relationships.
• Receive and handle requests from internal departments related to service mapping and CMDB updates.
• Analyze business services and ensure accurate mapping to underlying infrastructure.
• Monitor discovery processes and ensure data accuracy and completeness.
• Validate and clean CMDB data to maintain high data quality standards.
• Support ITSM processes such as Incident, Problem, and Change Management through accurate service visibility.
• Perform impact analysis based on service dependencies when required.
• Troubleshoot issues related to discovery, mapping, and data inconsistencies.
• Work closely with infrastructure, network, application, and security teams to gather required information.
• Enhance and optimize existing service maps based on business needs.
• Maintain documentation for service models, configurations, and processes.
• Provide support and guidance to internal users on Service Mapping capabilities.
• Follow internal processes and ensure compliance with organizational standards.
• Participate in continuous improvement initiatives for CMDB and Service Mapping.
• Stay updated with Service Mapping and Discovery technologies.
• Maintain professional communication, high energy, and a collaborative mindset.
• Identify gaps in service visibility and proactively propose improvements.
• Perform Root Cause Analysis (RCA) for recurring mapping or data issues

Key Requirements:

• Bachelor’s degree in IT, Computer Science, or related field
• 4–6 years of experience in Service Mapping, Discovery, and CMDB administration
• Strong hands-on experience with Service Mapping and Discovery tools
• Good understanding of IT infrastructure (Servers, Networks, Applications, Databases)
• Experience in service dependency mapping and data quality management
• Relevant certifications such as ServiceNow, BMC, Ivanti, or ITIL are a plus