Technical Lead

Job Description

Role Purpose

The purpose of this role is to provide significant technical expertise in architecture planning and design of the concerned tower (platform, database, middleware, backup etc) as well as managing its day-to-day operations

We are seeking an experienced Service Now CMDB, Discovery, and Service Mapping Specialist with of IT experience and strong expertise in Service Now 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 Service Now CMDB, Discovery, and Service Mapping solutions.

• Configure and manage Service Now 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 Service Now 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)

• Service Now Certified System Administrator (CSA)

• Service Now Certified Implementation Specialist – Discovery

• Service Now Certified Implementation Specialist – Service Mapping

• ITIL Foundation V4