Project Overview

As part of the Technical Debt Mitigation Program, several enterprise applications have been identified as requiring improved technical visibility and a deeper understanding of their system dependencies. The goal of this initiative is to support risk assessment, impact analysis, and remediation planning across the organization’s application landscape.

This role will focus on the hands-on development and validation of Application Service Maps within the ServiceNow platform. The environment includes legacy systems, partial documentation, existing integrations, customizations, and non-standard configurations, which must be carefully analyzed to ensure accurate mapping.

The primary responsibility of this role is to design, validate, and maintain Application Service Maps that represent end-to-end technical dependencies while ensuring alignment with the Common Service Data Model (CSDM) 4.0 framework.

Experience Requirements

• 5+ years of ServiceNow platform experience in a technical capacity.
  

• 3+ years of hands-on experience with ITOM, specifically Discovery and Service Mapping.
  

• Experience working in large, multi-vendor enterprise environments.
  

• Experience supporting government or regulated organizations is considered an asset.
  

Key Competencies

• Strong analytical and troubleshooting skills.
  

• Ability to work effectively in complex and legacy technical environments.
  

• Self-motivated with the ability to work independently with minimal supervision.
  

• Strong communication skills with the ability to explain technical issues to infrastructure and application teams.
  

Requirements

Key Responsibilities

• Design, develop, and validate Application Service Maps in ServiceNow following CSDM standards.
  

• Ensure Application Services are properly linked to Business Applications and supporting infrastructure components.
  

• Configure, maintain, and troubleshoot Service Mapping and Discovery patterns using the Pattern Designer.
  

• Implement Tag-Based Service Mapping where applicable.
  

• Identify and resolve service mapping issues, including:
  

  • Credential or authentication failures
    

  • Network connectivity or firewall restrictions
    

  • Conflicts with the Identification & Reconciliation Engine (IRE)
    

  • Data quality issues within Discovery or CMDB
    

• Investigate and resolve CMDB and Discovery discrepancies that impact service map accuracy.
  

• Collaborate with Infrastructure, Network, and Application teams to validate dependencies and address technical challenges.
  

• Maintain detailed technical documentation, including configurations, troubleshooting processes, and mapping methodologies.
  

Required Skills & Experience

ServiceNow Service Mapping

• Hands-on experience building and maintaining Application Service Maps in ServiceNow within complex enterprise environments.
  

• Experience mapping legacy or partially documented applications.
  

ITOM & Pattern Configuration

• Experience configuring and troubleshooting Service Mapping patterns using Pattern Designer.
  

• Strong understanding of ServiceNow ITOM Discovery and Service Mapping.
  

CSDM Knowledge

• Working knowledge of CSDM 4.0 / 5.0 frameworks related to Application Services.
  

• Experience defining Application Service boundaries and linking them to Business Applications.
  

• Understanding of how CSDM alignment supports reporting, service impact analysis, and dependency visibility.
  

Infrastructure & Networking Knowledge

Working knowledge of:

• Discovery protocols (WMI, SSH, SNMP)
  

• TCP/IP networking fundamentals
  

• Firewalls and load balancers (e.g., F5)
  

Troubleshooting

• Ability to diagnose Service Mapping failures caused by:
  

  • Credential or authentication issues
    

  • Network connectivity restrictions
    

  • Pattern configuration errors
    

  • CMDB data inconsistencies
    

Documentation

• Ability to produce clear technical documentation, configuration guides, and operational notes.