Service Management Technical Lead

Role Overview

• Design and maintain ServiceNow Service Maps to accurately represent business services and their dependencies.
• Collaborate with application owners and infrastructure teams to define service boundaries and critical components.
• Continuously refine service maps to reflect changes in the environment and improve accuracy.
• Troubleshoot mapping issues and optimize discovery logic for performance and reliability.
• Leverage discovery patterns and probes to enhance service visibility and automation.
• Create and maintain discovery patterns to identify and collect data from various IT devices and systems.
• Define scan schedules for different types of devices and systems.
• Review and validate discovered data to ensure accuracy and consistency.
• Identify and address data discrepancies between the CMDB and live systems.
• Implement data cleansing processes to remove duplicate or irrelevant information.
• Investigate and resolve discovery errors or failures.
• Analyze discovery logs to identify potential issues.
• Provide technical support to users regarding discovery processes and data.
• Integrate with third-party tools to pull in additional asset data.
• Regularly review and update the CMDB to reflect changes in the IT infrastructure.
• Identify and address orphaned or outdated CIs within the CMDB.
• Focuses on data quality within the CMDB, including data validation, cleansing, and ensuring accurate relationships between CIs.
• Designs the overall discovery strategy, including integrations with other systems and best practices for data management.

Requirements

• CMDB Certification.
• Bachelor’s degree in computer science, engineering, business, or comparable studies
• 5+ years overall industry experience in ServiceNow development with a focus on ITOM
• Excellent documentation and communication skills and strong attention to detail required.
• Good knowledge on Linux, Unix, and Windows operating systems.
• Understanding of network topologies and hardware.
• Knowledge of load balancers (F5, Ngnix) and firewalls.

Tech Stack

• Firewalls
• Linux
• ServiceNow
• Unix

Benefits

• In-Office Collaboration
• Flexible work arrangements