Service Mapping Consultant
About The Position
We need a Service Mapping Consultant at the New York City Department of Social Services (DSS). DSS enhances the quality of life for all New Yorkers by providing temporary assistance to eligible individuals and families with social service and economic needs, supported by IT Services (ITS) which operates the critical technology infrastructure behind the agency’s programs. DSS is currently executing a large-scale Data Center Co-location and Migration Project to consolidate multiple data centers into a new facility at 11 MetroTech in Brooklyn, replacing end-of-life infrastructure and mitigating risk of service disruption to agency operations. In this role, you will develop, maintain, and optimize Service Mapping in ServiceNow, design custom patterns, probes, and sensors for infrastructure discovery, maintain CMDB alignment with the CSDM framework, and integrate service mapping outputs into incident, change, and problem management workflows to improve root cause analysis and reduce mean time to resolution. This is a full-time opportunity. We can offer a competitive salary and a comprehensive benefits package.
Requirements
- Knowledge of ServiceNow Service Mapping, including pattern development, probes, and sensors
- Understanding of the Common Service Data Model (CSDM) framework and service taxonomy
- Ability to define service boundaries and map application-to-infrastructure dependencies
- Familiarity with hybrid environment discovery (on-prem and cloud)
- Basic experience integrating service maps into incident, change, and problem workflows
- CMDB data integrity practices: completeness checks, relationship accuracy, governance standards
- Troubleshooting skills for service mapping failures, data gaps, and CI misalignments
- 1-2 years of experience in ServiceNow Service Mapping or CMDB configuration
Nice To Haves
- Exposure to CSDM or similar service taxonomy frameworks preferred
- Experience collaborating with application owners or infrastructure teams to define service relationships
- Demonstrated ability to document technical processes and mapping configurations
Responsibilities
- Develop, maintain, and optimize Service Mapping in ServiceNow, including creating and updating service maps and reusable patterns to reflect current infrastructure and application dependencies
- Design and configure custom patterns, probes, and sensors to enhance infrastructure discovery accuracy and coverage.
- Leverage ServiceNow Discovery to continuously and automatically identify IT components, relationships, and business services across hybrid environments.
- Maintain CMDB alignment with the CSDM framework, ensuring all mapped services adhere to standard service taxonomy and lifecycle definitions.
- Validate and improve CMDB data integrity, ensuring accuracy, completeness, and up-to-date relationships between technical and business services.
- Collaborate with application owners, infrastructure teams, and business stakeholders to define service boundaries and enforce CMDB governance standards.
- Integrate service mapping outputs into incident, change, and problem management workflows to improve root cause analysis and reduce mean time to resolution (MTTR).
- Proactively troubleshoot, resolve, and document service mapping and CMDB-related issues, including performance, data gaps, and misalignments.
Benefits
- Benefits package includes options for health, dental, and vision insurance coverage
- 401k contribution options
- paid sick time
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Number of Employees
11-50 employees
