Senior Service Mapping Engineer

Role Overview

The Senior Service Mapping Engineer based in Qatar oversees the operation and management of Service Mapping and Discovery solutions within the organization. This role is crucial to maintaining precise service models and ensuring the Configuration Management Database (CMDB) supports IT operations and business needs accurately.

Key Responsibilities

• Operate and control Service Mapping and Discovery platforms such as Ivanti, ServiceNow, BMC, or equivalent.
• Continuously update service maps, application models, and infrastructure relationships to reflect accurate configurations.
• Manage and respond to internal requests regarding service mapping and CMDB updates.
• Perform detailed analysis of business services and their corresponding infrastructure mappings.
• Oversee discovery processes ensuring comprehensive and accurate data collection.
• Cleanse and validate CMDB data to maintain high integrity and quality.
• Support IT Service Management processes including Incident, Problem, and Change Management by providing clear service visibility.
• Conduct impact analysis based on dependencies among services when required.
• Troubleshoot and resolve issues with discovery, service mapping, and data inconsistencies.
• Collaborate with infrastructure, network, application, and security teams to source essential information.
• Continuously improve and optimize service maps following business demands.
• Document service models, configuration details, and operational procedures meticulously.
• Provide guidance and support to internal users regarding Service Mapping capabilities.
• Ensure compliance with internal standards and organizational policies.
• Engage in continuous enhancement initiatives focused on CMDB and Service Mapping platforms.
• Stay informed about current developments in Service Mapping and Discovery technologies.
• Maintain professional and collaborative communication with teams and stakeholders.
• Identify visibility gaps and proactively suggest improvements for service monitoring.
• Perform Root Cause Analysis for frequent mapping and data issues to prevent recurrence.

Qualifications and Requirements

• Bachelor’s degree in Information Technology, Computer Science, or related discipline.
• Between 4 to 6 years’ professional experience in Service Mapping, Discovery, and CMDB management.
• Demonstrated hands-on expertise with tools for Service Mapping and Discovery.
• Solid understanding of IT infrastructure components such as servers, networks, applications, and databases.
• Experience in mapping service dependencies and maintaining data quality.
• Certifications like ServiceNow, BMC, Ivanti, or ITIL are advantageous but not mandatory.