Ivanti Service Mapping Consultant - ITSM Platform

Key Responsibilities :

- Configure, manage, and maintain Service Mapping and Discovery tools within the ITSM platform.

- Create and maintain service maps to ensure accurate relationships between applications, services, and infrastructure.

- Collaborate with IT, application, and infrastructure teams to gather requirements for service mapping.

- Continuously refine and improve service mapping processes to increase data accuracy and completeness.

- Monitor and troubleshoot issues related to discovery patterns, probes, and credentials.

- Ensure compliance with governance, standards, and data quality for CMDB (Configuration Management Database).

- Provide support during incident and problem investigations by leveraging service maps for impact analysis.

- Develop and maintain documentation for service mapping processes, workflows, and best practices.

- Conduct training or knowledge-sharing sessions with stakeholders on the use of service maps.

- Stay updated with ITSM and service mapping trends, tools, and best practices.

Required Qualifications & Skills :

- Bachelor's degree in Computer Science, Information Systems, or related field (or equivalent work experience).

- Hands-on experience with ITSM platforms (preferably ServiceNow Discovery and Service Mapping).

- Strong understanding of CMDB structure, CI classes, and relationships.

- Knowledge of infrastructure technologies (servers, databases, networks, cloud platforms).

- Experience troubleshooting discovery probes, patterns, and integrations.

- Ability to analyze complex service dependencies and present clear visual service maps.

- Strong problem-solving skills with attention to detail.

- Excellent communication and collaboration skills.