Job Description

Key Responsibilities

• Plan, design, deploy, and manage Service Now Service Mapping solutions

• Develop, manage, report and communicate on the performance of the Service Management processes through process management KPIs and metrics

• Create and manage the Service Mapping infrastructure, including schedules, credentials, mid-servers and patterns

• Create and maintain Service Mapping-related documentation including participation in ITSM Governance related items ensuring that Service Mapping is performing as expected

• Ensure Service Mapping meets it requirements, including schedule scope, schedule completion and CMDB data population

• Design, develop, and deploy new Service Mapping functionality

• Define, create, and monitor Service Mapping health reports and dashboards

• Identify, investigate and resolve Service Mapping issues in a timely manner

• Keep Service Mapping aligned with other methods of populating the CMDB

• Raise awareness and provide guidance to improve the understanding of Service Mapping and how it updates the CMDB, including training of key stakeholders

• Ensure Service Mapping meets both the current and anticipated scope

• Develop and maintain plans for both project and operational activities and provide project or operational briefings / updates as needed

• Self-motivated to keep learning more about the Service Now platform, capabilities and best practices and apply/share them with teammates.

• Be accountable to own and deliver the work assigned to you according to the timeline