ServiceNow Sr Technology Analyst, CMDB and Service Mapping Specialist

Job Summary

We are seeking an experienced ServiceNow CMDB & Service Mapping Specialist with a strong technical background in scripting, troubleshooting, and discovery to support our enterprise configuration management, service mapping and modeling efforts. This role is critical to ensuring the accuracy, integrity, and maturity of our ServiceNow CMDB and the success of our application service mapping initiatives.

Education & Experience

Required:

5+ years of experience with ServiceNow CMDB and Discovery, including administration and customization.

3+ years hands-on experience with ServiceNow Service Mapping, including troubleshooting, pattern design, and multi-layer service modeling.

3+ years' experience in IT Infrastructure and service management

Strong scripting skills: JavaScript, Glide API, MID Server scripting, and command-line parsing (e.g., shell, PowerShell).

Deep knowledge of CSDM, CI lifecycle management, and data governance.

Experience troubleshooting probe failures, discovery logs, and mapping gaps.

Knowledge of hybrid infrastructure environments (cloud/on-prem), containerized services, or microservices

Strong understanding of ITIL processes, especially Change, Incident, and Problem Management.

Ability to communicate technical findings to non-technical stakeholders.

Strong analytics skills with a focus on identifying and resolving service mapping inaccuracies and optimizing discovery processes.

Preferred:

ServiceNow Certified Implementation Specialist Discovery and/or CMDB

ServiceNow Certified Administrator (CSA)

Experience in regulated industries (e.g., finance, healthcare, government)

Experience with automation tools and data normalization (e.g., Data Certification, Normalization Engine)

Core Work Activities

Design, build, and maintain ServiceNow CMDB structures in alignment with the Common Service Data Model (CSDM 4.0/5.0).

Configure and troubleshoot ServiceNow Discovery and Service Mapping to ensure accurate, near-real-time population of CI relationships.

Configure and maintain the ServiceNow Service Mapping capability to accurately represent the relationships and dependencies between IT infrastructure and Service.

Leverage ServiceNow discovery to automate the identification of applications, infrastructure and service ensuring real-time accuracy or service maps

Create and refine Service maps to enhance visibility across the entire IT environment, covering applications, networks, databases and services.

Develop custom patterns and probes, leveraging scripting capabilities (e.g., JavaScript, Glide API, MID Server command execution) to support non-standard or complex infrastructure components.

Partner with stakeholders across infrastructure, application, and business teams to map services from top-down and bottom-up perspectives.

Collaborate with IT teams to gather requirements and ensure service maps align with services and objectives.

Integrate CMDB with Incident, Change, Problem, and IT Asset Management processes to support ITIL v4 alignment and regulatory compliance.

Monitor data quality through KPIs (e.g., completeness, compliance, correctness) and drive remediation efforts.

Lead root cause analysis of discovery or mapping failures and perform corrective action scripting or configuration.

Collaborate with security, compliance, and architecture teams to align service mapping to broader enterprise goals (e.g., audit readiness, cyber asset inventory, DR planning).

Identify opportunities to continuously improve Marriott's service mapping process by leveraging ServiceNow features such as automated updates, analytics, and predictive impact.

Act as the subject matter expert for ServiceNow Service Mapping, leveraging industry best practices to guide the development and governance of service maps across Marriott's extensive IT landscape. Propose strategic enhancements to ServiceNow Service Mapping capabilities to improve visibility, accuracy, and control over the IT ecosystem.