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- Responsible for ServiceNow Service Mapping Activities and supports ServiceNow Discovery activities.
- Monitors service mapping results, reconciling and addressing any anomalies.
- Works with Service Owners and SMEs to ensure that accurate service maps are discovered and maintained.
- Ensures that service mapping products are highly available, reliable, and performant.
- Customization of Service Mapping Patterns on the basis of application/Experience with extending the ServiceNow schema to custom applications.
- Regular maintenance of modelled applications and triggering Service Review and Audits.
- Establishes, monitors and maintains Service Mapping refresh schedules.
- Responsibility for chairing meetings with Software/Application Owner(s) and gather requirements, produce weekly/monthly status dashboards.
- Experience presenting and conducting demo reviews with Owners/Tower Leads.
- Intermediate understanding of application architecture and their relations with other application components.
- Fundamental understanding of networking including TCP/IP ports, firewalls, Network Protocols and IP networks.
- Basic understanding of Linux/Unix commands, SUDO permissions and other OS environments
- Basic understanding of cloud-based discovery (internal & external) and discovery for other CI types.
- Understanding about CMDB discovery and their error resolution based on Service Mapping errors and issues.
- Working knowledge on clearing CMDB discovery related issues such as duplicate CIs, Port Issues and permission issues etc. to support the service mapping process.
- Hands-on knowledge on ServiceNow version migration/upgradation and UAT testing.
- Participates in platform upgrade planning, testing, and validation.
- Strong knowledge of ServiceNow modules such as Service Mapping, CMDB, Incident, Change.
- Fundamental knowledge of ServiceNow Event Management module and other ITSM modules.
- Exposure to third-party tools for integrations like SCCM, Orchestration, Qualys, Orion and similar tool set.
- Scripting knowledge for customization (good to have) not mandatory as we have other in house developers.
- May participate in projects including preparing project plans, assigning tasks, monitoring statuses, coordinating efforts, validating team recommendations, integrating efforts into a comprehensive strategy and delivering results on time.
- Create/Maintain ServiceNow Mapping documentation/standard operating procedures.
- Writes and/or reviews system specifications, including output requirements, flow charts and technical diagrams.
- Candidate much have very good understanding of IT Infrastructure domain
- Strong analytical, communication and technical skills.
- Strong experience with out of box functionalities and supporting version upgrades efforts
- ServiceNow: Service Mapping, Discovery, CMDB, Implementation, Admin
- ITSM/CMDB/ITOM Certifications
- Industry certifications (CCNA, CompTIA N+ or A+, Oracle, Public cloud, etc)