ITOM Service Mapping Developer- Senior Associate

At PwC, our people in software and product innovation focus on developing cutting-edge software solutions and driving product innovation to meet the evolving needs of clients. These individuals combine technical experience with creative thinking to deliver innovative software products and solutions. In technology leadership and strategy at PwC, you will focus on leading large technology teams and partnering with technology and business leaders across the enterprise for common goals, mutual responsibility, and accountability. You will own multiple aspects of the technology delivery cycle, lead executive stakeholder management, have large teams and a substantial fiduciary responsibility. Additionally, you will set and execute the domain strategy aligned with business goals, prioritisation, and demand.

The Opportunity

When you join PwC Acceleration Centers (ACs), you step into a pivotal role focused on actively supporting various Acceleration Center services, from Advisory to Assurance, Tax and Business Services. In our innovative hubs, you’ll engage in challenging projects and provide distinctive services to support client engagements through enhanced quality and innovation. You’ll also participate in dynamic and digitally enabled training that is designed to grow your technical and professional skills.

As part of the Technology Leadership and Strategy team you will implement and configure ServiceNow ITOM modules to enhance operational efficiency. As a Senior Associate, you will develop customizations, conduct testing, and collaborate with cross-functional teams to đảm bảo successful delivery of IT service management solutions.

Responsibilities

• Implement and configure ServiceNow ITOM modules
• Develop customizations to enhance operational effectiveness
• Conduct thorough testing of IT service management solutions
• Collaborate with cross-functional teams for successful delivery
• Document configurations and processes for future reference
• Troubleshoot and resolve issues related to ITOM
• Stay updated on ServiceNow industry standards
• Maintain compliance with organizational standards
  
  

What You Must Have

• Bachelors Degree in Technology, Computer Science, Engineering, Information Systems
• 4 years of experience
• Oral and written proficiency in English required
  
  

What Sets You Apart

• ServiceNow certifications such as CIS – Discovery, CIS – Service Mapping, CIS – ITOM p
• Implementing and configuring ServiceNow ITOM modules
• Designing and maintaining service maps and application dependency mappings
• Developing customizations including Business Rules and Workflow automations
• Integrating with infrastructure monitoring tools and cloud platforms
• Conducting unit, functional, and integration testing for ITOM modules
• Preparing and maintaining technical artifacts and documentation
• Participating in client workshops and providing technical insights
  
  

ITOM & Service Mapping Delivery

 Implement And Configure ServiceNow ITOM Modules, Including

• Discovery
• Service Mapping
• CMDB enhancements
• Event Management (preferred)
• Operational Intelligence (optional)
  
  

 Design and maintain service maps, application dependency mappings, and business service models.

 Build horizontal and top-down service maps using patterns, probes, classifiers, credentials, and MID

Server configurations.

Platform Configuration & Development

 Develop customizations including Business Rules, Script Includes, Client Scripts, UI Policies, Transform

Maps, and Workflow/Flow Designer automations.

 Configure MID Servers, credentials, discovery schedules, probes, and patterns to support discovery and

mapping.

 Enhance CMDB structure, CI classes, relationships, reconciliation rules, identification rules, and data

integrity processes.

Integrations & Automation

 Develop integrations with infrastructure monitoring tools, cloud platforms, and enterprise systems using

REST/SOAP APIs, Integration Hub, and event connectors.

 Integrate ServiceNow Discovery and Service Mapping with tools such as AWS, Azure, GCP, vCenter,

Kubernetes, SCCM, SolarWinds, Dynatrace, AppDynamics, etc.

 Build automations using Flow Designer, Orchestration, or Integration Hub spokes to improve event and

operational workflows.

Testing, Troubleshooting & Platform Maintenance

 Conduct unit, functional, and integration testing for ITOM and Service Mapping modules.

 Troubleshoot issues related to discovery results, CI relationships, service maps, and event sources.

 Support platform upgrades and patching to ensure compatibility with latest ServiceNow releases.

Documentation, Collaboration & Client Support

 Prepare and maintain technical artifacts such as design documents, mapping diagrams, discovery

configuration notes, SOPs, and data flow charts.

 Work with business analysts, architects, and onshore/offshore delivery teams in an Agile Scrum

environment.

 Participate in client workshops, assist in requirement gathering, and provide technical insights on

ITOM/CMDB best practices.

Required Skills & Experience

 4-12 years of total experience with 2+ years of hands-on ServiceNow ITOM / Service Mapping work.

 Strong Expertise In

• ServiceNow Discovery (probes, sensors, patterns, credentials, schedules)
• Service Mapping (pattern development, troubleshooting, dependency analysis)
• CMDB architecture and CI relationship modeling
  
  

 Experience with scripting (JavaScript, Glide APIs) and core ServiceNow development capabilities.

 Understanding of network protocols, infrastructure components, cloud services, and application

architectures.

 Strong troubleshooting skills and ability to analyze complex infrastructure configurations.

Qualifications

 Bachelor’s degree in Technology, Computer Science, Engineering, Information Systems, or related fields.

 ServiceNow Certifications Such As

• CSA (Certified System Administrator) - Mandatory
• CIS – Discovery
• CIS – Service Mapping
• CIS – ITOM (preferred)
  
  

 Experience integrating with tools such as Splunk, Dynatrace, AppDynamics, SolarWinds, Azure Monitor,

AWS CloudWatch, etc.

 Exposure to ITSM, ITAM modules. for job description details.

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