ServiceNow Sr Technology Analyst, CMDB and Service Mapping Specialist

Job Summary We 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 & Experience Required:

• 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 management
• Strong 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 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 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 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.
• 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 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 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 celebrated. Our greatest strength lies in the rich blend of culture, talent, and experiences of our associates. We are committed to non-discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law. All positions offer a 401(k) plan, stock purchase plan, discounts at Marriott properties, commuter benefits, employee assistance plan, and childcare discounts. Benefits are subject to terms and conditions, which may include rules regarding eligibility, enrollment, waiting period, contribution, benefit limits, election changes, benefit exclusions, and others. Click here to learn more. Full-time positions also offer coverage for medical, dental, vision, health care flexible spending account, dependent care flexible spending account, life insurance, disability insurance, accident insurance, adoption expense reimbursements, paid parental leave and educational assistance. Washington Applicants Only: Employees will accrue paid sick leave, 0.077 PTO balance for every hour worked and be eligible to receive a minimum of 9 holidays annually. Marriott HQ is committed to a hybrid work environment that enables associates to Be connected. Headquarters-based positions are considered hybrid, for candidates within a commuting distance to Bethesda, MD; candidates outside of commuting distance to Bethesda, MD will be considered for Remote positions. Marriott International is the world’s largest hotel company, with more brands, more hotels and more opportunities for associates to grow and succeed. Be where you can do your best work,​ begin your purpose, belong to an amazing global​ team, and become the best version of you. Apply tot his job Apply To this Job