ServiceNow Architect

3 weeks ago

Bengaluru, India QAAgility Technologies Full time

Job Title: ServiceNow Architect (Service Mapping Specialist)

Experience Level: 10+ years

Location: Remote


Job Description: We are seeking an experienced ServiceNow Architect with a focus on Service Mapping to join our team. The ideal candidate will have a comprehensive understanding of ServiceNow’s IT Operations Management (ITOM) suite and will be responsible for designing and implementing Service Mapping solutions. This role requires close collaboration with Technical Business Analysts and Architects to ensure that Service Mapping solutions align with customer business objectives.


Key Responsibilities and Experience:

Service Mapping Design & Implementation:

  • Lead the design, development, and deployment of ServiceNow Service Mapping solutions for both on-premise and cloud environments, including AWS, Azure, and Google Cloud.
  • Create, customize, and validate Service Mapping patterns to ensure accurate population of the CMDB.
  • Develop and maintain custom patterns, probes, and sensors to enhance discovery and mapping capabilities.
  • Configure the ServiceNow platform and ITOM applications using industry-leading practices.
  • Configure service mapping, including bottom-up and top-down mapping methodologies.
  • Experience in configuring and troubleshooting MID Server for Service Mapping.

Discovery & CMDB Integration:

  • Implement various types of discovery, including horizontal and top-down discovery, to ensure accurate data collection.
  • Experience in mapping Configuration Items (CIs) and understanding of how many CIs have been mapped previously.
  • Describe and solve credential issues encountered during Service Mapping and Discovery.

Event Management & Service Health Dashboards:

  • Build and validate event management capabilities to support automated Service Health Dashboards.
  • Define, create, and monitor Service Mapping health reports and dashboards to ensure continuous service improvement.

Governance & Documentation:

  • Develop and implement Service Mapping governance processes, procedures, standards, and policies.
  • Maintain detailed documentation for all Service Mapping configurations, patterns, and processes.
  • Document and explain the most challenging applications and underlying technologies mapped in previous projects.

Stakeholder Interaction:

  • Collaborate with Technical SMEs and stakeholders to gather and validate necessary information for service maps.
  • Regularly interact with business and technical stakeholders to ensure Service Mapping solutions meet evolving organizational needs.

Troubleshooting & Issue Resolution:

  • Identify, investigate, and resolve Service Mapping issues in a timely manner.
  • Provide consultation on system credential requirements, troubleshoot permissions, and resolve network connectivity issues related to Service Mapping.

Technical Proficiency:

  • Advanced knowledge of ServiceNow CMDB Architecture and how Service Mapping integrates with the CMDB.
  • Expertise in import sets, transform maps, and external data source integration.
  • Proficient in Linux, Windows, and SQL commands for building applicable Service Mapping patterns.
  • Knowledge of web application development to traverse layers in service maps.
  • Experience with industry-standard communication protocols such as HTTP, TCP, SNMP, SOAP, and REST.

Cloud & API Integration:

  • Experience with public and private cloud platforms (AWS, Azure, Google Cloud) and their corresponding APIs.
  • Ability to integrate cloud resources into ServiceNow Service Mapping and manage their relationships within the CMDB.


Preferred Qualifications:

  • ServiceNow Certified Implementation Specialist (CIS) in Service Mapping.
  • Experience with ServiceNow ITOM implementations.
  • Strong problem-solving skills and a proactive approach to issue resolution.


If you are a ServiceNow expert with extensive experience in Service Mapping and a proven track record of successful implementations, we encourage you to apply.

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