Specialist - Package Implementation

This role focuses on managing and enhancing the ServiceNow Configuration Management Database (CMDB) to ensure data accuracy, consistency, and governance across the platform. The ideal candidate will be responsible for handling day-to-day CMDB operations, supporting discovery and service mapping processes, and collaborating with various teams to maintain reliable configuration data. This position requires strong analytical skills, attention to detail, and the ability to troubleshoot complex issues related to CMDB, Discovery, and Service Mapping within both on-premises and cloud environments.

Key Responsibilities

- Manage CMDB foundation data, including product model deduplication and ongoing data quality improvements to maintain a reliable configuration database.
- Handle business-as-usual (BAU) requests, incidents, and service tickets related to CMDB data and configuration items, ensuring timely resolution.
- Monitor and maintain CMDB data accuracy, consistency, and governance standards across the ServiceNow platform.
- Perform detailed analysis, troubleshooting, and provide stakeholder support to ensure dependable configuration data management.
- Oversee daily ServiceNow Discovery operations for both on-premises and cloud infrastructure environments.
- Configure and support ServiceNow Discovery by onboarding new network segments, ensuring accurate device identification, and proper CMDB population.
- Troubleshoot Discovery-related issues such as failed scans, credential problems, MID Server challenges, and connectivity issues.
- Administer Discovery schedules, manage IP ranges, exclusion lists, and optimize performance to improve coverage, reliability, and data quality.
- Develop, maintain, and customize discovery patterns using Pattern Designer, extending out-of-the-box patterns to support bespoke or unsupported technologies.
- Design, build, maintain, and troubleshoot ServiceNow Service Maps to provide accurate visibility into application and infrastructure dependencies.
- Lead service onboarding, dependency validation, mapping quality reviews, and continuous improvement initiatives for Service Mapping.
- Collaborate closely with application, infrastructure, and business teams to resolve mapping issues and support impact analysis.
- Manage BAU requests, incidents, operational support activities, and stakeholder engagements related to Service Mapping services.

Required Qualifications

- Proven experience with ServiceNow CMDB management, including data quality and governance.
- Strong knowledge of ServiceNow Discovery operations and troubleshooting.
- Hands-on experience with ServiceNow Service Mapping, including design, maintenance, and issue resolution.
- Ability to develop and customize discovery patterns using Pattern Designer.
- Excellent analytical and problem-solving skills with a focus on configuration data accuracy.
- Effective communication and stakeholder management capabilities.
- Experience working with both on-premises and cloud infrastructure environments.

Preferred Qualifications and Benefits

- Familiarity with advanced ServiceNow modules and integration capabilities.
- Experience optimizing Discovery schedules and performance tuning.
- Background in IT service management and configuration management best practices.
- Opportunities for professional growth within a dynamic IT environment.
- Collaborative work culture focused on continuous improvement and innovation.

This position is ideal for candidates who are detail-oriented, proactive, and possess a strong technical background in ServiceNow CMDB, Discovery, and Service Mapping. The role offers the chance to work closely with cross-functional teams to enhance configuration management processes and contribute to the overall reliability of IT service delivery.