ServiceNow Service Mapping Engineer (CMDB, Discovery, CSDM)

If you’ve worked deep in ServiceNow CMDB + Service Mapping, you know the difference between clean data and chaos.

This role is about fixing broken mappings, building accurate service maps, and making CMDB actually usable.

Who this role is for
• You’ve built and maintained ServiceNow CMDB aligned with CSDM
• You’ve worked hands-on with Discovery + Service Mapping (patterns, probes, troubleshooting)
• You’ve mapped real application and infrastructure dependencies end-to-end

Role Snapshot
• Enterprise-scale ServiceNow environment (Marriott)
• Focus on CMDB accuracy, service mapping, and dependency visibility
• Heavy work in Discovery, pattern development, and troubleshooting

What this role actually owns day-to-day
• Building and fixing service maps across applications and infrastructure
• Running and troubleshooting Discovery jobs, probes, and MID Server issues
• Creating custom patterns and scripts (JavaScript, Glide API)
• Improving CMDB data quality and CI relationships
• Working with infra/app teams to map services end-to-end
• Investigating mapping gaps and resolving root causes

Key Responsibilities
• Design and maintain CMDB aligned with CSDM standards
• Configure and troubleshoot ServiceNow Discovery and Service Mapping
• Build and maintain service maps (app + infra dependencies)
• Develop custom patterns, probes, and scripts using JavaScript & Glide API
• Automate discovery across hybrid environments (cloud + on-prem)
• Integrate CMDB with Incident, Change, Problem, and Asset Management
• Monitor and improve CMDB data quality using defined KPIs
• Perform root cause analysis for discovery failures and mapping gaps
• Collaborate with infrastructure, security, and architecture teams

Must-Have Requirements (Non-Negotiable)
• 3+ years hands-on with ServiceNow CMDB + Discovery
• 3+ years hands-on with Service Mapping (patterns, troubleshooting, CI relationships)
• Strong scripting experience (JavaScript, Glide API, MID Server scripting)
• Experience troubleshooting Discovery issues, probe failures, mapping gaps
• Solid understanding of CSDM and CI lifecycle management
• Experience working in IT infrastructure / service management environments
• Knowledge of ITIL processes (Incident, Change, Problem)