Senior ServiceNow ITOM Analyst - Remote Service Mapping

Pathlion; Edmonton; Remote; CAD 90,000 - 150,000; Full time

Job summary

Pathlion invites a Senior IT Technical Business Analyst to lead the development and validation of Application Service maps in ServiceNow. The role focuses on aligning maps with CSDM 4.0/5.0 and solving complex mapping challenges across legacy systems and modern components.

Remote role requiring strong collaboration with Infrastructure, Network, and Application teams to ensure accurate dependency visibility and remediation planning.

Qualifications

• 5+ years with ServiceNow platform in a technical role.
• 3+ years focused ITOM (Discovery & Service Mapping).
• Experience in multi-vendor enterprise environments.
• Experience in government or regulated environments is a plus.

Responsibilities

• Design, build, and validate Application Service maps in ServiceNow aligned with CSDM.
• Ensure Service Maps relate correctly to Business Applications and infrastructure components.
• Configure and troubleshoot Service Mapping patterns using Pattern Designer.
• Support Tag Based Service Mapping where applicable.
• Investigate and resolve service mapping failures (credentials, networks, IRE, CMDB data).
• Collaborate with Infrastructure, Network, and App teams to validate maps and remove blockers.
• Document configurations, troubleshooting steps, and mapping decisions for operations.

Skills

ServiceNow Service Mapping

Hands-on mapping in large environments

Legacy/partially documented apps

ITOM & Pattern Configuration

Pattern Designer troubleshooting

CSDM 4.0/5.0 knowledge

Application service boundaries

Networking fundamentals (TCP/IP)

Discovery protocols (WMI, SSH, SNMP)

Firewall/load balancers (F5)

Troubleshooting service maps

Clear technical documentation

Job description

Pathlion invites a Senior IT Technical Business Analyst to lead the development and validation of Application Service maps in ServiceNow. The role focuses on aligning maps with CSDM 4.0/5.0 and solving complex mapping challenges across legacy systems and modern components.

Remote role requiring strong collaboration with Infrastructure, Network, and Application teams to ensure accurate dependency visibility and remediation planning.