ServiceNow ITOM Engineer

Job Description :

Position focused on executing and maintaining Service Mapping within the ServiceNow platform. The role supports Discover’s IT Asset Management modernization and compliance efforts by mapping application and infrastructure dependencies across the enterprise. The Service Mapper will work closely with application owners, infrastructure teams, and network engineers to ensure accurate and complete service maps are built and maintained. This is a hands-on technical role requiring experience with ServiceNow Service Mapping tools and methodologies, including both automated and manual mapping techniques. The candidate must be capable of working independently, managing mapping coverage across scoped applications, and collaborating with cross-functional teams to validate and operationalize service maps.

Key Responsibilities :

• Execute End-to-End Service Mapping Lifecycle : Perform all phases of Service Mapping—data gathering, map construction, validation, and operationalization—for scoped applications and infrastructure.
• Build and Maintain Accurate Service Maps : Create and maintain service maps in ServiceNow for critical business applications, including Payment Network / PULSE systems, ensuring complete dependency visibility.
• Support Network Layer Mapping : Collaborate with network engineering teams to map network dependencies and entry points for business services.
• Perform Manual Mapping for Non-Discoverable Assets : Execute manual mapping for legacy systems and restricted environments (e.g., mainframes, Oracle databases, BlackBox appliances) where automated discovery is not feasible.
• Validate CI Relationships and Dependencies : Work with application owners, infrastructure SMEs, and CI Class Owners to confirm service map accuracy and completeness.
• Remediate Mapping Gaps : Identify and resolve gaps in application-to-CI relationships, ensuring alignment with CMDB lifecycle and regulatory dependency visibility requirements.
• Maintain Mapping Documentation and Audit Readiness : Document mapping processes, dependencies, and validation outcomes to support internal governance and external audit requirements.