ServiceNow Developer-CMDB

Raso360; Canada; On-site; CAD 61,992 - 75,768; Full time

Job summary

A leading IT services firm in Canada seeks a mid-senior level expert in ServiceNow. This role involves designing, building, and maintaining the ServiceNow CMDB structures, as well as troubleshooting and optimizing the service mapping process. The ideal candidate should have 5 to 7 years of experience with ServiceNow CMDB and an analytical mindset to effectively communicate with stakeholders. The position is contract-based and requires a strong understanding of ITIL processes. Competitive pay rate is offered.

Qualifications

• 5 to 7 years of experience with ServiceNow CMDB and Discovery, including administration and customization.
• 4+ years of hands-on experience with ServiceNow Service Mapping, including troubleshooting and pattern design.
• Strong understanding of ITIL processes, especially Change, Incident, and Problem Management.

Responsibilities

• Design, build, and maintain ServiceNow CMDB structures.
• Integrate CMDB with IT Asset Management processes for ITIL v4 alignment.
• Lead root cause analysis of discovery or mapping failures.

Skills

ServiceNow CMDB

ServiceNow Service Mapping

IT Infrastructure Management

ITIL Processes

Analytical Skills

Education

5-7 years of experience with ServiceNow CMDB

4+ years of hands-on experience with ServiceNow Service Mapping

Knowledge of hybrid infrastructure environments

Tools

ServiceNow Discovery

Data Certification

Automation tools

Job description

This range is provided by Raso360. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

Base pay range

CA$45.00/hr - CA$55.00/hr

Core Work Activities

• Design, build, and maintain ServiceNow CMDB structures in alignment with the Common Service Data Model (CSDM 4.0/5.0).
• Configure and troubleshoot ServiceNow Discovery and Service Mapping to ensure accurate, near-real-time population of CI relationships.
• Configure and maintain the ServiceNow Service Mapping capability to accurately represent the relationships and dependencies between IT infrastructure and Service.
• Leverage ServiceNow discovery to automate the identification of applications, infrastructure, and service ensuring real-time accuracy or service maps.
• Create and refine Service maps to enhance visibility across the entire IT environment, covering applications, networks, databases, and services.
• Partner with stakeholders across infrastructure, application, and business teams to map services from top-down and bottom-up perspectives.
• Collaborate with IT teams to gather requirements and ensure service maps align with services and objectives.
• Integrate CMDB with Incident, Change, Problem, and IT Asset Management processes to support ITIL v4 alignment and regulatory compliance.
• Monitor data quality through KPIs (e.g., completeness, compliance, correctness) and drive remediation efforts.
• Lead root cause analysis of discovery or mapping failures and perform corrective action scripting or configuration.
• Collaborate with security, compliance, and architecture teams to align service mapping to broader enterprise goals (e.g., audit readiness, cyber asset inventory, DR planning).
• Identify opportunities to continuously improve Marriott’s service mapping process by leveraging ServiceNow features such as automated updates, analytics, and predictive impact.
• Act as the subject matter expert for ServiceNow Service Mapping, leveraging industry best practices to guide the development and governance of service maps across Marriott’s extensive IT landscape. Propose strategic to ServiceNow Service Mapping capabilities to improve visibility, accuracy, and control over the IT ecosystem.

Qualifications

Education & Experience

Required

• 5 to 7 years of experience with ServiceNow CMDB and Discovery, including administration and customization.
• 4+ years of hands‑on experience with ServiceNow Service Mapping, including troubleshooting, pattern design, and multi‑layer service modeling.
• 4+ years’ experience in IT Infrastructure and service management.
• Deep knowledge of CSDM, CI lifecycle management, and data governance.
• Experience troubleshooting probe failures, discovery logs, and mapping gaps.
• Knowledge of hybrid infrastructure environments (cloud/on‑prem), containerized services, or microservices.
• Strong understanding of ITIL processes, especially Change, Incident, and Problem Management.
• Ability to communicate technical findings to non‑technical stakeholders.
• Strong analytics skills with a focus on identifying and resolving service mapping inaccuracies and optimizing discovery processes.

Preferred

• ServiceNow Certified Implementation Specialist – Discovery and/or CMDB
• ServiceNow Certified Implementation Specialist – ITSM
• ServiceNow Certified Implementation Specialist – ITOM
• ServiceNow Certified Administrator (CSA)
• Experience with automation tools and data normalization (e.g., Data Certification, Normalization Engine)

Seniority level

Mid‑Senior level

Employment type

Contract

Job function

Information Technology and Engineering

Industries

IT Services and IT Consulting