Senior Technical Consultant (ServiceNow ITOM Service Mapping)

Senior ServiceNow ITOM Technical Consultant

Key Responsibilities

• Service Mapping & Discovery

• Design, develop, and deploy

  Service Maps

  using Discovery patterns.
• Implement and troubleshoot

  top-down and traffic-based mapping approaches

  .
• Ensure accurate representation of IT services and dependencies in the CMDB.
  

• CMDB & Data Management

• Configure and maintain

  CMDB health, identification & reconciliation rules

  .
• Implement data mapping solutions to integrate external data sources into ServiceNow.
  
• Ensure

  data quality, accuracy, and consistency

  during migrations and integrations.

• Integrations

• Configure ServiceNow integrations using

  Integration Hub, REST APIs, SOAP, MID Server, and connectors

  .
• Work on integrations with monitoring tools (SolarWinds, ScienceLogic, AppDynamics, etc.), cloud platforms, and security tools.
  
• Validate and test integration flows, ensuring end-to-end data consistency.
  

• Platform Development & Customization

• Develop and configure workflows, catalog items, business rules, client scripts, and custom applications.
  
• Customize ServiceNow modules to meet business requirements.
  
• Implement security (ACLs, roles, access policies) and performance optimization.
  

• Testing, Documentation & Support

• Perform

  unit, integration, and regression testing

  for ITOM solutions.
• Maintain comprehensive documentation of mappings, workflows, and integrations.
  
• Provide ongoing support, troubleshooting, and optimization for Service Mapping and integrations.
  

• Collaboration & Governance

• Work closely with business analysts, developers, and stakeholders to understand requirements.
  
• Support ITIL processes (Incident, Change, Problem, Release) with CMDB and Service Mapping.
  
• Participate in ServiceNow release upgrades and plan for ITOM-related impacts.
  

Required Skills & Experience

• Bachelors degree in Computer Science / Engineering / related field.
  

• 6+ years of experience in ServiceNow

  , with at least

  4 years in ITOM (Discovery & Service Mapping)

  .
• Hands-on experience with:
  

• Service Mapping, CMDB, Discovery, Event Management

• ServiceNow

  Integration Hub, REST/SOAP APIs, MID Server

• Data transformation tools

  (Import Sets, Data Sources, Transform Maps).
• Strong proficiency in

  ServiceNow scripting (JavaScript/Glide APIs)

  .
• Experience with

  SQL queries

  and relational databases.
• Familiarity with

  integration protocols

  (REST, SOAP, FTP, SFTP).
• Good knowledge of

  ITIL processes and best practices

  .
• ServiceNow certifications preferred:
  

• CIS – Discovery

• CIS – Service Mapping

• CSA (System Administrator)

• CAD (Application Developer)