ServiceNow Developer - Officer

Overview

The ServiceNow Developer - Officer is responsible for building, validating, maintaining, and governing end-to-end service maps within the CMDB. The role supports operational resilience, regulatory compliance including DORA, incident and change impact analysis, and BAU governance.

What you'll do

• Create, enhance, and maintain business service and application service maps using ServiceNow Service Mapping and Discovery capabilities.
• Validate relationships between business services, applications, and underlying configuration items, including servers, databases, load balancers, networks, and cloud resources.
• Ensure service maps follow approved mapping standards, rubrics, and SOPs.
• Build, maintain, and optimize service maps using pattern-based top-down and automated discovery techniques, including tag-based approaches.
• Start service maps from defined application entry points such as URLs, IP addresses, and load balancers.
• Leverage ML-assisted, traffic-based dependency detection to identify, validate, and maintain end-to-end service relationships across applications and infrastructure.
• Identify and remediate missing relationships, incorrect dependency paths, stale configuration items, and orphaned configuration items.
• Coordinate with Discovery and Infrastructure teams to resolve discovery gaps, configuration item inaccuracies, and integration issues.
• Perform map validation sessions with Application Owners and SMEs to confirm technical and business accuracy.
• Support iterative refinement cycles and health reviews of service maps.
• Monitor data freshness, configuration item health, and mapping quality metrics.
• Support BAU service mapping governance, including tier-based recertification cycles and evidence collection.
• Track exceptions, remediation actions, and stakeholder responses related to service map validation.
• Maintain audit-ready documentation and evidence for regulatory and internal control requirements, including DORA.
• Contribute to KPI reporting, dashboards, and management updates on mapping coverage and quality.
• Identify repeatable asset management tasks and support ITAM automation enhancements that improve data accuracy, lifecycle visibility, and operational efficiency across the asset estate.
• Collaborate cross-functionally to identify, prioritize, and deliver scalable, platform-aligned automation enhancements supporting BAU efficiency, governance, and audit readiness.

What you'll need

• Strong understanding of Service Mapping concepts, CMDB, and dependency mapping.
• Hands-on experience with ServiceNow Service Mapping, Discovery, and CMDB.
• Experience with tag-based service mapping and metadata-driven mapping approaches, particularly in cloud environments.
• Understanding of IT infrastructure components, including servers, databases, networks, and cloud services.
• Familiarity with ITSM processes, including Incident, Change, and Problem.

Nice to have

• ServiceNow Certification, including CSA or CIS.SM.
• Familiarity with improving mapping outcomes through pattern optimization or extension concepts, where applicable.
• Understanding of MID Server setup, health monitoring, and discovery troubleshooting.

Details

• Work schedule: Hybrid.
• Location: Hyderabad, India; the source also lists Bangalore and Pune.