Service Mapping Consultant

JOB TITLE: Service Mapping Consultant

Tasks & Duties:

• Develop, maintain, and optimize Service Mapping in ServiceNow, including creating and updating service maps and reusable patterns to reflect current infrastructure and application dependencies
• Design and configure custom patterns, probes, and sensors to enhance infrastructure discovery accuracy and coverage.
• Leverage ServiceNow Discovery to continuously and automatically identify IT components, relationships, and business services across hybrid environments.
• Maintain CMDB alignment with the CSDM framework, ensuring all mapped services adhere to standard service taxonomy and lifecycle definitions.
• Validate and improve CMDB data integrity, ensuring accuracy, completeness, and up-to-date relationships between technical and business services.
• Collaborate with application owners, infrastructure teams, and business stakeholders to define service boundaries and enforce CMDB governance standards.
• Integrate service mapping outputs into incident, change, and problem management workflows to improve root cause analysis and reduce mean time to resolution (MTTR).
• Proactively troubleshoot, resolve, and document service mapping and CMDB-related issues, including performance, data gaps, and misalignments.