Remote ITOM Service Mapping Specialist

Pathlion

Edmonton

Remote

CAD 90,000 - 120,000

Full time

14 days+

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Job summary

Pathlion is seeking an IT Technical Business Analyst - Intermediate (Remote) to design, validate, and troubleshoot Application Service maps in ServiceNow, aligned with CSDM 4.0/5.0. You will work across Infrastructure, Network, and Application teams to resolve mapping issues and ensure accurate dependency visibility.

The role requires hands-on experience with ITOM, Service Mapping patterns, and legacy system mappings in complex environments.

Qualifications

5+ years of ServiceNow platform experience in a technical role.
Minimum 3 years of focused experience in ITOM (Discovery and Service Mapping).
Experience mapping legacy or partially documented applications.
Experience configuring and troubleshooting Service Mapping patterns using Pattern Designer.
Working knowledge of CSDM 4.0/5.0 as it relates to Application Services.
Understanding of how accurate CSDM alignment supports reporting and impact analysis.
Working knowledge of Discovery protocols (WMI, SSH, SNMP)
TCP/IP networking fundamentals
Firewalls and load balancers (e.g., F5)

Responsibilities

Design, build, and validate Application Service maps in ServiceNow in alignment with the CSDM.
Ensure Application Services are correctly related to Business Applications and supporting infrastructure components.
Configure and troubleshoot Service Mapping patterns using Pattern Designer.
Support Tag Based Service Mapping where applicable.
Analyze and resolve service mapping failures related to credentials, network, pattern, or CMDB data issues.
Work closely with Infrastructure, Network, and Application teams to validate service maps.