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ServiceNow Service Mapping Lead

Job Location: MD - Bethesda

Regional Description: Northeast

Job Number: 00548244


- Job description

Organization: Operations
Location: Bethesda, MD

Join Accenture and help transform leading organizations and communities around the world. The sheer scale of our capabilities and client engagements and the way we collaborate, operate and deliver value provides an unparalleled opportunity to grow and advance. Choose Accenture, and make delivering innovative work part of your extraordinary career.


People in our Client Delivery & Operations career track drive delivery and capability excellence through the design, development and/or delivery of a solution, service, capability or offering. They grow into delivery-focused roles, and can progress within their current role, laterally or upward.


IT Operations professionals support infrastructure operations and/or manage delivery for IT production systems and services based on operational requirements and service agreements.


The ServiceNow Service Mapping Lead will be overall responsible for assisting the client with creating service maps of the key applications and business services.  Will serve as the team lead for the two offshore ServiceNow CMBD data integrity specialists. 

Key Responsibilities:
  • Work with client contacts in both application and infrastructure areas to help create service maps inside of ServiceNow
  • Proactively works towards maintaining the health of the data across organization, promoting awareness and educating the community on configuration management processes with a focus on continuous improvement
  • Manages and coordinates all activities necessary to control, track and audit CI Changes in the environment and reports to upper management and change process owner
    • Completeness: CIs are tested for required and recommended fields that are not populated
    • Correctness: CIs are tested against pre-defined data integrity rules such as identification rules, orphan CI rules, and stale CI rules
    • Compliance: The CMDB data is audited for adherence to pre-defined certificates
    • Relationships: The health of CI relationships is tested for indicators such as orphan and duplicate relationships
  • Maintains CMDB health dashboard / reports at CI level
  • Works with client and seek guidance on process of improvement
  • Works with technical tower teams to rectify any issues related to CI and relationships
  • Runs the health report in a regular frequency and proactively reach out to delivery team for constant feedback

Basic Qualifications:
  • Minimum 3 years of experience IT CMDB
  • Minimum 2 years of configuration management process or Accenture TDP training experience

Preferred Qualifications:

  • Bachelor's Degree
  • Experience with ServiceNow and ServiceNow service mapping module
  • ITIL Certified
  • Strong process improvement experience and organizational experience
  • Ability to manage data integrity
  • Strong communication (oral and written) and interpersonal skills
  • Strong organizational skills

Applicants for employment in the US must have work authorization that does not now or in the future require sponsorship of a visa for employment authorization in the United States and with Accenture (i.e., H1-B visa, F-1 visa (OPT), TN visa or any other non-immigrant status).


Candidates who are currently employed by a client of Accenture or an affiliated Accenture business may not be eligible for consideration.


Accenture is a Federal Contractor and an EEO and Affirmative Action Employer of Females/Minorities/Veterans/Individuals with Disabilities.


Equal Employment Opportunity

All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by federal, state, or local law.


Job candidates will not be obligated to disclose sealed or expunged records of conviction or arrest as part of the hiring process.


Accenture is committed to providing veteran employment opportunities to our service men and women.


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