Job Description:

ServiceNow Service Mapping:

• Configure and maintain the ServiceNow Service Mapping module to accurately represent the relationships and dependencies between IT infrastructure and services.
• Use ServiceNow Discovery to automate the identification of applications, infrastructure, and services, ensuring real-time accuracy of service maps.
• Create and refine service maps to enhance visibility across the entire IT environment, covering applications, networks, databases, and servers.

Advisory & Collaboration:

• Act as a subject matter expert for ServiceNow Service Mapping, advising stakeholders on how to best leverage mapping to improve service delivery and incident resolution.
• Collaborate with IT teams to gather requirements and ensure service maps align with business services and objectives.
• Provide guidance on service dependency modeling using ServiceNow to optimize incident and change management.

Service Discovery & Documentation:

• Develop and manage automated service discovery processes using ServiceNow Discovery to ensure accurate, up-to-date service maps.
• Document service dependencies and relationships within ServiceNow to support incident and problem management.
• Regularly update service maps to reflect infrastructure changes and new service deployments.

Continuous Improvement:

• Identify opportunities to improve the service mapping process by leveraging ServiceNow features such as automated updates, analytics, and predictive service impact.
• Recommend enhancements to the  ServiceNow Service Mapping functionality to provide better visibility and control over the IT landscape.

Service Impact Analysis:

• Use ServiceNow to conduct impact analyses on services, identifying potential risks and disruptions due to infrastructure changes.
• Provide insights into how service dependencies may impact critical services during incidents or outages.

Skills and Experience:

Experience:

• 3-5 years of experience in IT infrastructure and service management, with a focus on ServiceNow Service Mapping.
• Hands-on experience with ServiceNow Discovery and Service Mapping modules.
• Proven track record in developing and maintaining complex service maps for large-scale IT environments.

Technical Expertise:

• Deep knowledge of ServiceNow Service Mapping, including configuration, discovery, and troubleshooting.
• Experience working with ServiceNow to document and visualize infrastructure and service dependencies.
• Strong understanding of ITIL practices, particularly in service operations and service transition.

Analytical & Problem-Solving Skills:

• Strong analytical skills with a focus on identifying and resolving service mapping inaccuracies and optimizing discovery processes.
• Ability to leverage ServiceNow reports and analytics for performance monitoring and continuous improvement.

Communication & Collaboration:

• Ability to explain technical details of ServiceNow Service Mapping and Discovery in a clear, non-technical manner to stakeholders.
• Strong collaboration skills to work with various IT teams and business units in refining service maps.

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