Service Mapping Consultant (CMDB)

Role Overview

Service Mapping Consultant (CMDB)

Service Mapping and Discovery

Configuration Management Database (CMDB)

Key Responsibilities

• Configure, manage, and maintain Service Mapping and Discovery tools within the ITSM platform (preferably ServiceNow).
• Design, create, and maintain service maps to accurately represent relationships between applications, services, and infrastructure components.
• Collaborate with application, infrastructure, and operations teams to gather requirements and ensure comprehensive service mapping coverage.
• Continuously enhance service mapping processes to improve data accuracy, completeness, and reliability.
• Monitor and troubleshoot issues related to discovery patterns, probes, sensors, and credentials.
• Ensure adherence to CMDB governance, data standards, and quality frameworks.
• Support incident, problem, and change management processes by leveraging service maps for impact analysis and root cause identification.
• Develop and maintain documentation for service mapping processes, workflows, and best practices.
• Conduct training sessions and knowledge-sharing workshops for stakeholders on service mapping usage and benefits.
• Stay up to date with the latest trends, tools, and best practices in ITSM, CMDB, and service mapping technologies.

Required Qualifications & Skills

• Bachelor’s degree in Computer Science, Information Systems, or a related field (or equivalent practical experience).
• Hands-on experience with ITSM platforms, preferably ServiceNow Discovery and Service Mapping.
• Strong understanding of CMDB architecture, including CI classes, attributes, and relationships.
• Knowledge of infrastructure technologies such as servers, databases, networks, and cloud platforms.
• Experience troubleshooting discovery tools, including probes, patterns, sensors, and integrations.
• Ability to analyze complex service dependencies and represent them through clear and accurate service maps.
• Strong analytical and problem-solving skills with high attention to detail.
• Excellent communication and cross-functional collaboration skills.

Preferred Qualifications

• Experience with ServiceNow CMDB Health Dashboard and data governance frameworks.
• Familiarity with cloud environments (AWS, Azure, or GCP) and hybrid infrastructure.
• Knowledge of scripting (JavaScript or Python) within ITSM platforms.
• Understanding of ITIL framework and ITSM best practices.
• Experience in automation and integration using APIs.

Skills