Open Systems Inc. | ServiceNow Discovery and Service Mapping Engineer | atlanta, ga

Title: ServiceNow Discovery and Service Mapping Engineer

Location: Atlanta, GA 30308 (Hybrid: 3x/week)

Duration; 6+ Months, Long-Term Contract.

Industry: Rail Transportation.

Job Description:

Owns the Infrastructure Discovery and Application/Service Mapping lifecycles along with their associated technologies. Is the subject matter expert (SME) for infrastructure discovery and application service mapping. Works closely with other technology SMEs to build and maintain accurate application service maps. Designs, develops, and implements custom patterns, probes, and sensors to achieve a complete and accurate discovery of infrastructure components and application services.

Essential Duties and Responsibilities:

Manages ServiceNow Discovery and ServiceNow Service Mapping.

Ensures that horizontal discovery and service mapping products are highly available, reliable, and performant.

Creates and maintains custom patterns, probes, and sensors to accommodate internal discovery requirements.

Establishes and maintains discovery schedules.

Monitors discovery and service mapping results, reconciling, and addressing any anomalies.

Proactively plans capacity of ServiceNow MID servers and maintains and configures appropriately.

Works with Service Owners and SMEs to ensure that accurate service maps are discovered and maintained.

Participates in platform upgrade planning, testing, and validation.

May participate in projects including preparing project plans, assigning tasks, monitoring statuses, coordinating efforts, validating team recommendations, integrating efforts into a comprehensive strategy and delivering results on time.

Writes and/or reviews system specifications, including output requirements, flow charts and technical diagrams.

Main Duties:

Creating new service maps/patterns and building/validating that related event management capabilities are working to support an automated service health dashboard.

Work closely with Technical Business Analyst and Technical Architects to create new service maps/patterns.

Design and configure the ServiceNow Platform and ITOM applications based on leading practices to deliver solutions aligned to customer business outcomes.

Code and Develop customized Patterns, Probes and Sensors for Discovery and Service Mapping.

Sound knowledge in CMDB and ITOM

Key Skills Experience:

Comprehensive understanding and background in ServiceNow Service Mapping and how it should populate the CMDB

Design, deploy, and manage ServiceNow Service Mapping solutions for mainframe, on-premise, and cloud resources

Define, create, and manage the Service Mapping infrastructure, including schedules, credentials, and mid-Servers

Develop, document, implement, and maintain Service Mapping governance processes, procedures, standards, and policies

Define, create, and manage Service Mapping infrastructure, including patterns

Advanced experience with SN service mapping (new/custom patterns) and impact assessment rules on more recent versions of the platform.

Create and maintain Service Mapping-related documentation

Comfortable and competent interacting with technical SMEs and stakeholders to acquire credentials, information, validation, and feedback.

Knowledge and/or experience with Linux, Windows, and SQL commands necessary to build out applicable patterns.

Familiarity with web application development to help you know how to traverse those layers in service map patterns.

Define, create, and monitor Service Mapping health reports and dashboards to Identify, investigate and resolve Service Mapping issues in a timely manner

Expert understanding on import sets and transform maps, working with external data sources, ServiceNow data mapping

Knowledge of common supplemental CMDB integrations like SCCM

Knowledge of the IRE, i.e., identification, classification rules in CMDB

Knowledge over event and alert rule to articulate the ServiceNow CMDB Classes for Asset and Configuration, their relationships and dependencies

Required Hands on experience with ServiceNow ITOM implementations

Required Knowledge of ServiceNow CMDB Architecture & CSDM

Experience with Public and private cloud solutions such as AWS, Azure, Google Cloud and their corresponding APIs.

Ability to consult on system credential requirements; troubleshoot permissions and network connectivity.

Familiarity with industry-standard communication protocols such as HTTP, TCP, SNMP, SOAP, and REST.

ServiceNow Data (CMDB & Discovery) Administrator/Developer Role: Pivotal role in overseeing the Configuration Management Database (CMDB) and Discovery processes within the ServiceNow platform. This position is integral to the Application Development & Maintenance team, with a primary focus on operational tasks alongside data integrity, management practices, and system enhancements. Operational responsibilities encompass the day-to-day management and optimization of CMDB and Discovery operations to ensure seamless functionality.

Essential Duties and Responsibilities:

Operational Effectiveness: Responsible for completing ServiceNow Data Incidents, Defects, and Tasks according to established SLA’s. Perform daily health checks on CMDD, Discovery data including monitoring jobs, data loads and mid servers. Resolve data errors by implementing permeant corrective actions.

Discovery Configuration: Act as an SME and configure/ fine-tune ServiceNow Discovery patterns and schedules to accurately identify and map IT infrastructure and services, minimizing gaps in the CMDB. Create/maintain new schedules and patterns.

Integration and Development: Lead projects and provide status updates. Develop and integrate ServiceNow with external systems to enrich CMDB data, utilizing REST, SOAP APIs, and other web services. Focus on automating data import, de-customizations, and synchronization processes to ensure up-to-date information. Implement new service graph connectors and upgrade plug ins in a timely manner.

Data Integrity and Quality: Implement and enforce strict data governance and quality standards within the CMDB, ensuring data integrity and reliability for operational and decision-making processes.

Data Analysis and Reporting: Utilize ServiceNow reporting and analytics tools to create insightful data reports and dashboards, supporting IT and business stakeholders in making informed decisions.

Continuous Improvements: Collaborates with Sprint planning, refinements, and execution. Recommend and implement enhancements to improve data quality, process efficiency, and performance.

Collaboration: Works effectively in a cross-functional team environment, communicating with stakeholders across IT and business units. Act as a mentor to less experienced colleagues.

Qualifications:

4-8 years of experience with at least 4 years hands on experience in CMDB and Discovery

BA, BS, or equivalent experience in related field. Advance Degree may be required.

Proficient in SDLC and Agile methodology with excellent oral and written communication skills and organizational skills.

Technical Proficiency: Advanced understanding of ServiceNow CMDB and Discovery, data modeling, and ITSM processes, Cloud (GCP, AWS, Azure). Experience with scripting and automation in ServiceNow (JavaScript, Unix shell scripting, Windows scripting, PowerShell, Perl, Python).

Integration Skills: Proficient with service graph connectors & various data sources. Experience in web technologies and APIs (REST, SOAP).

Analytical Skills: Excellent analytical and problem-solving skills, with the ability to generate actionable insights from data.

Certifications required:

ServiceNow Fundamentals

ServiceNow Discovery Fundamentals

ServiceNow Certified Implementation Specialist – Discovery

Configuration Management Database (CMDB) Fundamentals

ITILv4 Foundations

Cloud GCP/AWS certification preferred.

What is expected of you and others at this level?

Applies comprehensive knowledge and a thorough understanding of concepts, principles, and technical capabilities to perform varied tasks and projects.

May contribute to the development of policies and procedures.

Works on complex high criticality projects of large scope

Develops technical solutions to a wide range of difficult problems. Solutions are innovative and consistent with organization objectives.

Completes work independently receives general guidance on new projects.

Work reviewed for purpose of meeting objectives.