Project Name:
Tech Debt Mitigation Program Service Mapping
Scope:
Project Overview:
As part of the Technical Debt Mitigation Program, several applications have been identified as requiring improved technical visibility and dependency understanding to support risk assessment and remediation planning.
This role supports the hands on delivery of validated Application Service maps within the ServiceNow platform. The environment is complex and includes legacy, partially documented systems, existing customizations, integrations, and non standard configurations that must be considered when developing and maintaining accurate service maps.
The primary focus of this role is the design, validation, and troubleshooting of Application Service maps that accurately represent end to end technical dependencies and align with CSDM 4.0.
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Role & Responsibilities:
Design, build, and validate Application Service maps in ServiceNow in alignment with the CSDM.
Ensure Application Services are correctly related to Business Applications and supporting infrastructure components.
Configure and troubleshoot Service Mapping and Discovery patterns using Pattern Designer.
Support Tag Based Service Mapping where applicable.
Analyze and resolve service mapping failures, including:
o Credential and access issues
o Network connectivity and firewall constraints
o Identification & Reconciliation Engine (IRE) conflicts
o Discovery and CMDB data quality gaps
Investigate CMDB and Discovery issues impacting service map accuracy and completeness.
Work closely with Infrastructure, Network, and Application teams to validate service maps and resolve technical blockers.
Document configurations, troubleshooting steps, and mapping decisions to support operational sustainment.
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Required Skills & Experience:
Mandatory Skills
ServiceNow Service Mapping
Demonstrated hands on experience building ServiceNow Application Service maps in large, complex enterprise environments.
Experience mapping legacy or partially documented applications.
ITOM & Pattern Configuration
Experience configuring and troubleshooting Service Mapping patterns using Pattern Designer.
CSDM
Working knowledge of CSDM 4.0/5.0 as it relates to Application Services.
Experience defining Application Service boundaries and relationships to Business Applications.
Understanding of how accurate CSDM alignment supports reporting and impact analysis.
Infrastructure Knowledge Working knowledge of:
Discovery protocols (WMI, SSH, SNMP)
TCP/IP networking fundamentals
Firewalls and load balancers (e.g., F5)
Troubleshooting
Ability to determine whether service mapping failures are caused by credential, network, pattern, or CMDB data issues.
Documentation
Ability to produce clear technical documentation and configuration notes.
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Experience
5+ years of ServiceNow platform experience in a technical role.
Minimum 3 years of focused experience in ITOM (Discovery and Service Mapping).
Experience working in a multi-vendor enterprise environment.
Experience in government or regulated environments is considered an asset.
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Key Competencies
Strong analytical and troubleshooting mindset.
Comfortable working in legacy and complex technical environments.
Self-starter able to work independently with minimal supervision.
Able to communicate technical issues clearly to infrastructure and application teams.