Servicenow - Process Mapping & Automation - Manager

Service Mapping And Cmdb Management

The role is responsible for building, validating, maintaining, and governing end-to-end service maps within the CMDB to ensure accurate visibility of business services and their underlying application and infrastructure dependencies. The role supports operational resilience, regulatory compliance (including DORA), incident and change impact analysis, and ongoing BAU governance by ensuring service maps meet defined quality, completeness, and freshness standards.

This role works closely with Application Owners, SMEs, Discovery teams, ServiceNow Operations, and Governance stakeholders to ensure service mapping data is accurate, auditable, and fit for operational and regulatory use cases.

Service Mapping & Cmdb Management

• Create, enhance, and maintain business service and application service maps using ServiceNow Service Mapping and Discovery capabilities.
• Validate relationships between business services, applications, and underlying configuration items (servers, databases, load balancers, networks, cloud resources).
• Ensure service maps follow approved mapping standards, rubrics, and SOPs.
• Build, maintain, and optimize service maps using a combination of pattern based (top-down) and automated discovery techniques (e.g. Tag based), starting from defined application entry points (URL, IP, load balancer) and leveraging ML assisted, traffic based dependency detection to automatically identify, validate, and maintain accurate end to end service relationships across applications and infrastructure.
• Identify and remediate gaps such as missing relationships, incorrect dependency paths, stale or orphaned CIs.
• Coordinate with Discovery and Infrastructure teams to resolve discovery gaps, CI inaccuracies, and integration issues.
• Perform map validation sessions with Application Owners and SMEs to confirm technical and business accuracy.
• Support iterative refinement cycles and health reviews of service maps.
• Monitor data freshness, CI health, and mapping quality metrics.

Governance, BAU, Compliance & Automation

• Support BAU service mapping governance, including tier based recertification cycles and evidence collection.
• Track exceptions, remediation actions, and stakeholder responses related to service map validation.
• Maintain audit ready documentation and evidence to support regulatory and internal control requirements (e.g., DORA).
• Contribute to KPI reporting, dashboards, and management updates on mapping coverage and quality.
• Contribute to ITAM automation by identifying repeatable asset management tasks and supporting automation enhancements that improve data accuracy, lifecycle visibility, and operational efficiency across the asset estate.
• Collaborate cross functionally to identify, prioritize, and deliver automation enhancements, ensuring solutions are scalable, platform aligned, and support BAU efficiency, governance, and audit readiness.

Core/Must Have Skills

Strong understanding of Service Mapping concepts, CMDB, and dependency mapping.

Hands-on experience with ServiceNow (Service Mapping, Discovery, CMDB).

Experience with tag-based service mapping and meta data driven mapping approaches, particularly in cloud environments.

Understanding of IT infrastructure components (servers, databases, networks, cloud services).

Familiarity with ITSM processes (Incident, Change, Problem).

Good To Have Skills

ServiceNow Certification (CSA, CIS.SM)

Familiarity with improving mapping outcomes through pattern optimization or extension concepts (where applicable)

Understanding of MID Server setup, health monitoring, and discovery troubleshooting.

Work Schedule

Hybrid

Keywords (If Any)

Service mapping, CMDB, ServiceNow Discovery

Location

Hyderabad, Bangalore, Pune

Why This Role Is Important To Us

Our technology function, Global Technology Services (GTS), is vital to State Street and is the key enabler for our business to deliver data and insights to our clients. We're driving the company's digital transformation and expanding business capabilities using industry best practices and advanced technologies such as cloud, artificial intelligence and robotics process automation.

We offer a collaborative environment where technology skills and innovation are valued in a global organization. We're looking for top technical talent to join our team and deliver creative technology solutions that help us become an end-to-end, next-generation financial services company.

Join us if you want to grow your technical skills, solve real problems and make your mark on our industry.

About State Street

State Street is one of the largest custodian banks, asset managers and asset intelligence companies in the world. From technology to product innovation, we're making our mark on the financial services industry. For more than two centuries, we've been helping our clients safeguard and steward the investments of millions of people. We provide investment servicing, data & analytics, investment research & trading and investment management to institutional clients.

We make all efforts to create a great work environment. Our benefits packages are competitive and comprehensive. Details vary by location, but you may expect generous medical care, insurance and savings plans, among other perks. You'll have access to flexible Work Programs to help you match your needs. And our wealth of development programs and educational support will help you reach your full potential.

We truly believe our employees' diverse backgrounds, experiences and perspectives are a powerful contributor to creating an inclusive environment where everyone can thrive and reach their maximum potential while adding value to both our organization and our clients. We warmly welcome candidates of diverse origin, background, ability, age, sexual orientation, gender identity and personality. Another fundamental value at State Street is active engagement with our communities around the world, both as a partner and a leader. You will have tools to help balance your professional and personal life, paid volunteer days, matching gift programs and access to employee networks that help you stay connected to what matters to you.

State Street is an equal opportunity and affirmative action employer.