Technical Lead

Job Description

We are seeking an experienced ServiceNow CMDB, Discovery, and Service Mapping Specialist with 7+ years of IT experience and strong expertise in ServiceNow ITOM modules. The ideal candidate will be responsible for CMDB governance, Discovery implementation and troubleshooting, Service Mapping, data quality improvement, and integration of infrastructure components into the CMDB. The candidate should have hands-on experience in maintaining CMDB health and supporting enterprise-wide ITOM initiatives.

Key Responsibilities

Design, implement, and maintain ServiceNow CMDB, Discovery, and Service Mapping solutions.

Configure and manage ServiceNow Discovery schedules, credentials, MID Servers, and patterns.

Troubleshoot Discovery issues related to servers, network devices, cloud resources, storage, databases, and applications.

Develop and maintain Service Maps for critical business services and applications.

Perform CMDB health analysis and drive remediation activities for completeness, correctness, and compliance.

Configure and maintain Identification and Reconciliation Engine (IRE) and CI Class Manager.

Analyze and resolve CMDB data quality issues, duplicate CIs, reconciliation conflicts, and identification errors.

Work with infrastructure, application, and support teams to onboard new services and applications into CMDB and Service Mapping.

Monitor Discovery performance and optimize schedules, patterns, and MID Server configurations.

Support integrations with monitoring and asset management tools.

Create technical documentation, SOPs, knowledge articles, and operational runbooks.

Participate in incident, problem, and change management processes related to CMDB and ITOM.

Provide L3 support and troubleshooting for CMDB, Discovery, and Service Mapping-related issues.

Required Skills

Strong hands-on experience in ServiceNow CMDB, Discovery, and Service Mapping.

Good understanding of Identification and Reconciliation Engine (IRE).

Experience with MID Server installation, configuration, and troubleshooting.

Knowledge of Discovery Patterns and Pattern Designer.

Experience in Service Mapping implementation and maintenance.

Strong understanding of infrastructure technologies including Windows, Linux, Unix, Network Devices, Databases, Storage, Virtualization, and Cloud Platforms.

Experience with CMDB Data Manager, Data Certification, and CMDB Health Dashboard.

Knowledge of ITIL processes and best practices.

Strong analytical, troubleshooting, and problem-solving skills.

Excellent communication and stakeholder management skills.

Preferred Skills

Experience with Cloud Discovery, and ITOM Visibility.

Certifications (Preferred)

ServiceNow Certified System Administrator (CSA)

ServiceNow Certified Implementation Specialist – Discovery

ServiceNow Certified Implementation Specialist – Service Mapping

ITIL Foundation V4

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Team ManagementCollaborate with team members to resolve open tickets and service requests.Knowledge base and continuous learningContribute to updating SOPs, knowledge articles and maintaining the knowledge repository for the purpose of future ticket resolution.

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