Service Management Technical Lead

Role Overview

• Design and maintain ServiceNow Service Maps to accurately represent business services and their dependencies.
• Collaborate with application owners and infrastructure teams to define service boundaries and critical components.
• Continuously refine service maps to reflect changes in the environment and improve accuracy.
• Troubleshoot mapping issues and optimize discovery logic for performance and reliability.
• Leverage discovery patterns and probes to enhance service visibility and automation.
• Create and maintain discovery patterns to identify and collect data from various IT devices and systems.
• Define scan schedules for different types of devices and systems.
• Review and validate discovered data to ensure accuracy and consistency.
• Identify and address data discrepancies between the CMDB and live systems.
• Implement data cleansing processes to remove duplicate or irrelevant information.
• Investigate and resolve discovery errors or failures.
• Analyze discovery logs to identify potential issues.
• Provide technical support to users regarding discovery processes and data.
• Integrate with third-party tools to pull in additional asset data.
• Regularly review and update the CMDB to reflect changes in the IT infrastructure.
• Identify and address orphaned or outdated CIs within the CMDB.
• Focuses on data quality within the CMDB, including data validation, cleansing, and ensuring accurate relationships between CIs.
• Designs the overall discovery strategy, including integrations with other systems and best practices for data management.

Requirements

• CMDB Certification.
• Bachelor’s degree in computer science, engineering, business, or comparable studies
• 5+ years overall industry experience in ServiceNow development with a focus on ITOM
• Excellent documentation and communication skills and strong attention to detail required.
• Good knowledge on Linux, Unix, and Windows operating systems.
• Understanding of network topologies and hardware.
• Knowledge of load balancers (F5, Ngnix) and firewalls.

Tech Stack

• Firewalls
• Linux
• ServiceNow
• Unix

Benefits

• In-Office Collaboration: We are a client-centric, relationship-based business. Working together in-person, is foundational to how we achieve results. By fostering a culture of face-to-face collaboration, idea sharing, productivity and personal connection, we deliver for our stakeholders — clients, advisors, employees and shareholders. Our employees work in the office at least three (3) days per week, with flexibility to work from home two (2) days per week. Some roles may require additional in-office time or different in-office expectations, and specific requirements will be discussed during the hiring process.