ServiceNow Sr Technology Analyst, CMDB and Service Mapping Specialist at Marriott Hotels Resorts

DescriptionJob SummaryWe are seeking an experienced ServiceNow CMDB & Service Mapping Specialist with a strong technical background in scripting troubleshooting and discovery to support our enterprise configuration management service mapping and modeling efforts. This role is critical to ensuring the accuracy integrity and maturity of our ServiceNow CMDB and the success of our application service mapping initiatives.Education & ExperienceRequired:5 years of experience with ServiceNow CMDB and Discovery including administration and customization.3 years hands-on experience with ServiceNow Service Mapping including troubleshooting pattern design and multi-layer service modeling.3 years experience in IT Infrastructure and service managementStrong scripting skills: JavaScript Glide API MID Server scripting and command-line parsing (e.g. shell PowerShell).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 microservicesStrong 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 CMDBServiceNow Certified Administrator (CSA)Experience in regulated industries (e.g. finance healthcare government)Experience with automation tools and data normalization (e.g. Data Certification Normalization Engine)Core Work ActivitiesDesign 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 mapsCreate and refine Service maps to enhance visibility across the entire IT environment covering applications networks databases and services. Develop custom patterns and probes leveraging scripting capabilities (e.g. JavaScript Glide API MID Server command execution) to support non-standard or complex infrastructure components.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 Marriotts 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 Marriotts extensive IT landscape. Propose strategic enhancements to ServiceNow Service Mapping capabilities to improve visibility accuracy and control over the IT ecosystem.At Marriott International we are dedicated to being an equal opportunity employer welcoming all and providing access to opportunity. We actively foster an environment where the unique backgrounds of our associates are valued and greatest strength lies in the rich blend of culture talent and experiences of our are committed to non-discrimination on any protected basis including disability veteran status or other basis protected by applicable law.Required Experience:Senior IC Key Skills Business Process,Active Directory,Customer Service,Information Technology,HIPAA,Information Security,Infrastructure,Linux,Project Management,Nist,Risk Assessments,Procedures,hardware,Data Analysis,Technical Support Employment Type : Full-Time Experience: years Vacancy: 1