Job Description
Role Summary & Role Description
The role is responsible for building, validating, maintaining, and governing end‑to‑end service maps within the CMDB to ensure accurate visibility of business services and their underlying application and infrastructure dependencies. The role supports operational resilience, regulatory compliance (including DORA), incident and change impact analysis, and ongoing BAU governance by ensuring service maps meet defined quality, completeness, and freshness standards.
This role works closely with Application Owners, SMEs, Discovery teams, ServiceNow Operations, and Governance stakeholders to ensure service mapping data is accurate, auditable, and fit for operational and regulatory use cases.
Service Mapping & CMDB Management
Create, enhance, and maintain business service and application service maps using ServiceNow Service Mapping and Discovery capabilities.
Validate relationships between business services, applications, and underlying configuration items (servers, databases, load balancers, networks, cloud resources).




Ensure service maps follow approved mapping standards, rubrics, and SOPs.
Build, maintain, and optimize service maps using a combination of pattern based (top-down) and automated discovery techniques (e.g. Tag based), starting from defined application entry points (URL, IP, load balancer) and leveraging ML assisted, traffic based dependency detection to automatically identify, validate, and maintain accurate end to end service relationships across applications and infrastructure.
Identify and remediate gaps such as missing relationships, incorrect dependency paths, stale or orphaned CIs.
Coordinate with Discovery and Infrastructure teams to resolve discovery gaps, CI inaccuracies, and integration issues.
Perform map validation sessions with Application Owners and SMEs to confirm technical and business accuracy.
Support iterative refinement cycles and health reviews of service maps.
Monitor data freshness, CI h

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