Service Mapping Consultant (CMDB)

Arab Solutions

Role Overview:

We are seeking a detail-oriented Service Mapping Consultant (CMDB) to join our ITSM team. In this role, you will be responsible for configuring, managing, and optimizing Service Mapping and Discovery processes to ensure accurate visibility of IT services and their underlying infrastructure. You will play a key role in maintaining a reliable Configuration Management Database (CMDB) and enabling effective impact analysis across enterprise systems.

Key Responsibilities:

• Configure, manage, and maintain Service Mapping and Discovery tools within the ITSM platform (preferably ServiceNow).
• Design, create, and maintain service maps to accurately represent relationships between applications, services, and infrastructure components.
• Collaborate with application, infrastructure, and operations teams to gather requirements and ensure comprehensive service mapping coverage.
• Continuously enhance service mapping processes to improve data accuracy, completeness, and reliability.
• Monitor and troubleshoot issues related to discovery patterns, probes, sensors, and credentials.
• Ensure adherence to CMDB governance, data standards, and quality frameworks.
• Support incident, problem, and change management processes by leveraging service maps for impact analysis and root cause identification.
• Develop and maintain documentation for service mapping processes, workflows, and best practices.
• Conduct training sessions and knowledge-sharing workshops for stakeholders on service mapping usage and benefits.
• Stay up to date with the latest trends, tools, and best practices in ITSM, CMDB, and service mapping technologies.

Required Qualifications & Skills:

• Hands-on experience with ITSM platforms, preferably ServiceNow Discovery and Service Mapping.
• Strong understanding of CMDB architecture, including CI classes, attributes, and relationships.
• Knowledge of infrastructure technologies such as servers, databases, networks, and cloud platforms.
• Experience troubleshooting discovery tools, including probes, patterns, sensors, and integrations.
• Ability to analyze complex service dependencies and represent them through clear and accurate service maps.
• Strong analytical and problem-solving skills with high attention to detail.
• Excellent communication and cross-functional collaboration skills.

Preferred Qualifications:

• Experience with ServiceNow CMDB Health Dashboard and data governance frameworks.
• Familiarity with cloud environments (AWS, Azure, or GCP) and hybrid infrastructure.
• Knowledge of scripting (JavaScript or Python) within ITSM platforms.
• Understanding of ITIL framework and ITSM best practices.
• Experience in automation and integration using APIs.