Job Description

Service Mapping Developer – Job Description

Project: UNFI – ServiceNow ITOM Service Mapping (Waves 1–4, up to 40 applications)

Role Summary

Builds, executes, and refines ServiceNow ITOM Service Maps for UNFI’s critical applications across Waves 1–4. Works from approved entry points and service boundaries to create accurate dependency maps, tunes patterns as required, supports validations/UAT, and contributes to reporting, documentation, and knowledge transfer.

Key Responsibilities

• Execute Service Mapping activities per wave plan for up to 40 applications, including initial map creation and iterative fine-tuning.
• Implement mapping methods and configure entry points as defined; validate relationship mappings and dependencies.
• Troubleshoot mapping issues (credential/access, pattern behavior, discovered data gaps) and perform pattern tuning/refinements.
• Coordinate with application owners and stakeholders for dependency validation and map testing; incorporate feedback from UAT.
• Support service modelling tasks for mapped applications, including relationship adjustments and foundation data population as needed.
• Build/adjust reports and dashboards for service maps as required by the SOW.
• Contribute to technical documentation of maps and participate in knowledge transfer and hypercare support.

Primary Deliverables / Outputs

• Configured service maps delivered per wave with completion/status reporting.
• Refined maps and tuned patterns to improve accuracy and reduce noise.
• Service modelling updates in CMDB for mapped applications (in collaboration with the architect).
• Inputs to reports/dashboards for service maps.
• Map-level technical documentation and updates to baseline documentation as required.
• KT materials and hypercare support artifacts (defect logs, fixes, runbooks).

Core Skills

• Hands-on configuration of ServiceNow ITOM Service Mapping and understanding of discovered CI relationships.
• Ability to troubleshoot mapping outcomes and apply pattern tuning/refinements.
• Working knowledge of CMDB classes/relationships and service modelling concepts.
• Comfort working with stakeholders to validate dependency maps and capture application-specific details.
• Strong attention to detail and documentation discipline.

Experience

• 4+ years ServiceNow development/configuration experience; 2+ years in ITOM Service Mapping delivery.
• Experience mapping a portfolio of applications with mixed complexity and delivering in wave-based rollouts.
• Experience supporting SIT/UAT cycles and resolving defects in collaboration with cross-functional teams.

Tools / Technologies

• ServiceNow ITOM Service Mapping
• ServiceNow CMDB
• ServiceNow Reporting/Dashboards
• Collaboration tools (Teams/Outlook) and documentation (Word/PDF)

Preferred Certifications

• ServiceNow CSA
• ServiceNow CIS – Discovery (preferred)
• ITIL Foundation (nice-to-have)

Success Criteria (Measures of Effective Delivery)

• Service maps meet validation criteria and align to agreed baselines/entry points.
• Defects are addressed quickly; maps are stable for production enablement per wave.
• Documentation is complete and supports BAU handover; stakeholders confirm map accuracy.

Note: Role responsibilities align to the SOW workstreams (Initiation/Validations, Plan & Design, Build/Configure, Test & Validate, Handover/Hypercare).

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Do

• Provide adequate support in architecture planning, migration & installation for new projects in own tower (platform/dbase/ middleware/ backup)
  • Lead the structural/ architectural design of a platform/ middleware/ database/ back up etc. according to various system requirements to ensure a highly scalable and extensible solution
  • Conduct technology capacity planning by reviewing the current and future requirements
  • Utilize and leverage the new features of all underlying technologies to ensure smooth functioning of the installed databases and applications/ platforms, as applicable
  • Strategize & implement disaster recovery plans and create and implement backup and recovery plans
• Manage the day-to-day operations of the tower
  •  Manage day-to-day operations by troubleshooting any issues, conducting root cause analysis (RCA) and developing fixes to avoid similar issues. 
  • Plan for and manage upgradations, migration, maintenance, backup, installation and configuration functions for own tower
  • Review the technical performance of own tower and deploy ways to improve efficiency, fine tune performance and reduce performance challenges
  • Develop shift roster for the team to ensure no disruption in the tower
  • Create and update SOPs, Data Responsibility Matrices, operations manuals, daily test plans, data architecture guidance etc.
  • Provide weekly status reports to the client leadership team, internal stakeholders on database activities w.r.t. progress, updates, status, and next steps
  • Leverage technology to develop Service Improvement Plan (SIP) through automation and other initiatives for higher efficiency and effectiveness

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Team Management

• Resourcing
  • Forecast talent requirements as per the current and future business needs
  • Hire adequate and right resources for the team 
  • Train direct reportees to make right recruitment and selection decisions 
• Talent Management
  • Ensure 100% compliance to Wipro’s standards of adequate onboarding and training for team members to enhance capability & effectiveness
  • Build an internal talent pool of HiPos and ensure their career progression within the organization
  • Promote diversity in leadership positions
• Performance Management
  • Set goals for direct reportees, conduct timely performance reviews and appraisals, and give constructive feedback to direct reports.
  • Ensure that organizational programs like Performance Nxt are well understood and that the team is taking the opportunities presented by such programs to their and their levels below
• Employee Satisfaction and Engagement
  • Lead and drive engagement initiatives for the team
  • Track team satisfaction scores and identify initiatives to build engagement within the team
  • Proactively challenge the team with larger and enriching projects/ initiatives for the organization or team 
  • Exercise employee recognition and appreciation 

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Deliver

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