ServiceNow ITOM Discovery & Service Mapping Specialist

Papigen is a fast-growing global technology services company delivering innovative digital solutions through deep industry experience and technical expertise. We help organizations with technology transformation and enterprise modernization across Cloud, Big Data, Java, React, DevOps, and more.

Our client-centric approach blends consulting, engineering, and data science to enable businesses to evolve and scale efficiently.

ServiceNow ITOM Discovery & Service Mapping Specialist

The specialist will map critical and non-critical applications, troubleshoot discovery and mapping patterns, and optimize ServiceNow ITOM workflows to maintain accurate service configurations.

• Perform complete mapping of enterprise applications hosted on-premises and in the cloud.
• Map application-to-platform and application-to-application dependencies.
• Conduct cloud discovery for AWS, Azure, Oracle Cloud Infrastructure, and VMware.
• Develop, review, and troubleshoot ServiceNow ITOM Discovery and Service Mapping patterns and probes.
• Automatically update Configuration Item (CI) status and attributes using event payloads and APIs.
• Validate discovered services with application and IT teams and obtain sign-offs.
• Investigate discovery and service mapping issues, including analyzing logs and failed patterns.
• Create and modify ServiceNow patterns to improve mapping accuracy.
• Collaborate with cross-functional teams to ensure critical services (authentication, identity management, custom apps) are mapped correctly.
• Maintain clear and up-to-date documentation for service mapping activities.

• 5+ years of hands-on experience with ServiceNow ITOM Discovery and Service Mapping.
• Proven experience mapping large-scale enterprise applications, including cloud-hosted platforms (for example: Azure AD, Mulesoft, Apigee, SharePoint).
• Knowledge of cloud discovery across AWS, Azure, and Oracle Cloud.
• Strong understanding of application-to-application and application-to-platform dependency mapping.
• Intermediate server administration skills on Windows and Unix/Linux platforms.
• Familiarity with protocols such as HTTP, TCP, SNMP, SOAP, and REST.
• Experience with web and application servers, load balancers, databases, and virtualization (examples: WebSphere, MQ, IIS, Apache, VMware).
• Familiarity with credential stores like CyberArk or similar solutions.
• Understanding of XML, JSON, and scripting concepts.
• Strong analytical, problem-solving, and interpersonal skills.
• Excellent verbal and written communication skills and the ability to work with diverse teams.
• High initiative and ability to work independently.

• Bachelor's or Master's degree in Computer Science, Information Technology, or a related field.
• Experience with enterprise-scale ServiceNow ITOM implementations.
• Exposure to network concepts such as routers, switches, firewalls, NAT, and load balancing.
• Familiarity with DevOps practices, ITIL processes, and change management.