ServiceNow Engineer

Job Title: ServiceNow Discovery and Service Mapping Engineer

Role Overview:

The ServiceNow Discovery and Service Mapping Engineer owns the entire lifecycle of Infrastructure Discovery and Application/Service Mapping, including their associated technologies. This role serves as the subject matter expert (SME) for both infrastructure discovery and application service mapping. The engineer collaborates closely with technology SMEs to build and maintain accurate application service maps, designs custom patterns, probes, and sensors, and ensures seamless discovery of infrastructure components and services.

Key Responsibilities:

Infrastructure Discovery & Service Mapping:

• Lead and manage ServiceNow Discovery and Service Mapping processes to ensure accurate data capture and mapping of IT infrastructure components and services.
• Act as the SME for ServiceNow Discovery and Service Mapping, guiding design and configuration based on best practices and organizational requirements.
• Create and maintain custom patterns, probes, and sensors to meet internal discovery requirements.
• Monitor and reconcile anomalies in discovery and service mapping results, ensuring data accuracy in the CMDB.
• Establish and maintain schedules for automated discovery and service mapping processes.

Platform Management & Optimization:

• Ensure high availability, reliability, and performance of the ServiceNow Discovery and Service Mapping products.
• Plan, monitor, and maintain ServiceNow MID servers, including capacity planning and configuration adjustments.
• Participate in platform upgrade planning, testing, and validation activities to ensure a seamless transition.
• Collaborate with Service Owners and SMEs to maintain accurate and up-to-date service maps.

Project Involvement:

• Participate in project planning, including creating project plans, assigning tasks, and monitoring progress to ensure timely delivery of results.
• Engage in system design activities, including reviewing system specifications, technical diagrams, and output requirements.

Development & Integration:

• Design and configure the ServiceNow platform, focusing on ITOM applications to deliver solutions aligned with customer business outcomes.
• Develop customized patterns, probes, and sensors for ServiceNow Discovery and Service Mapping.
• Lead integration projects, utilizing REST and SOAP APIs to connect ServiceNow with external systems, enriching CMDB data and automating synchronization processes.
• Implement new service graph connectors and manage timely plugin upgrades.

Data Integrity & Reporting:

• Enforce strict data governance and quality standards within the CMDB, ensuring reliable data for operational and decision-making processes.
• Create and maintain health reports and dashboards for Service Mapping, identifying and resolving issues proactively.
• Utilize ServiceNow reporting tools to provide actionable insights and support IT and business stakeholders.

Continuous Improvement & Collaboration:

• Collaborate with cross-functional teams, including Technical Business Analysts and Architects, to create new service maps and patterns.
• Recommend and implement enhancements to improve data quality, process efficiency, and overall performance.
• Act as a mentor to less experienced team members, providing guidance and support.

Qualifications:

• Experience: 4-8 years of experience, with at least 4 years of hands-on experience in ServiceNow CMDB and Discovery.
• Education: BA/BS in a related field; an advanced degree is preferred.
• Certifications:
• ServiceNow Fundamentals
• ServiceNow Discovery Fundamentals
• Certified Implementation Specialist – Discovery
• CMDB Fundamentals
• ITILv4 Foundations
• Preferred: Cloud Certifications (AWS, GCP)

Technical Proficiency:

• Advanced knowledge of ServiceNow CMDB, Service Mapping, and ITOM applications.
• Proficient in scripting languages (JavaScript, PowerShell, Python, Unix shell scripting).
• Experience with cloud platforms (AWS, Azure, GCP) and their respective APIs.
• Skilled in web technologies and API integration (REST, SOAP).

Core Competencies:

• Strong analytical and problem-solving skills, with a focus on generating actionable insights from data.
• Ability to consult on system credential requirements and troubleshoot connectivity and permissions issues.
• Expertise in industry-standard communication protocols (HTTP, TCP, SNMP, SOAP, REST).
• Excellent communication skills, with the capability to engage effectively with both technical SMEs and stakeholders.

What to Expect:

• You will apply comprehensive knowledge and technical expertise to manage varied tasks and projects.
• You may contribute to the development of policies, procedures, and best practices.
• You will handle complex, high-criticality projects with a large scope, developing innovative technical solutions aligned with organizational objectives.
• Your work will be completed independently with general guidance for new projects, and reviewed primarily for alignment with objectives.