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Marriott International · 1 month ago

ServiceNow Sr Technology Analyst, CMDB and Service Mapping Specialist

Bethesda, MD

Full-time

Hybrid

Senior Level

$98K/yr - $163K/yr

5+ years exp

Marriott International is the world’s largest hotel company, and they are seeking an experienced ServiceNow CMDB & Service Mapping Specialist. This role is critical to ensuring the accuracy, integrity, and maturity of their ServiceNow CMDB and the success of their application service mapping initiatives.

Customer ServiceHospitalityHotelTravel

Growth Opportunities

H1B Sponsor Likely

Responsibilities

Design, build, and maintain ServiceNow CMDB structures in alignment with the Common Service Data Model (CSDM 4.0/5.0)

Configure and troubleshoot ServiceNow Discovery and Service Mapping to ensure accurate, near-real-time population of CI relationships

Configure and maintain the ServiceNow Service Mapping capability to accurately represent the relationships and dependencies between IT infrastructure and Service

Leverage ServiceNow discovery to automate the identification of applications, infrastructure and service ensuring real-time accuracy or service maps

Create and refine Service maps to enhance visibility across the entire IT environment, covering applications, networks, databases and services

Develop custom patterns and probes, leveraging scripting capabilities (e.g., JavaScript, Glide API, MID Server command execution) to support non-standard or complex infrastructure components

Partner with stakeholders across infrastructure, application, and business teams to map services from top-down and bottom-up perspectives

Collaborate with IT teams to gather requirements and ensure service maps align with services and objectives

Integrate CMDB with Incident, Change, Problem, and IT Asset Management processes to support ITIL v4 alignment and regulatory compliance

Monitor data quality through KPIs (e.g., completeness, compliance, correctness) and drive remediation efforts

Lead root cause analysis of discovery or mapping failures and perform corrective action scripting or configuration

Collaborate with security, compliance, and architecture teams to align service mapping to broader enterprise goals (e.g., audit readiness, cyber asset inventory, DR planning)

Identify opportunities to continuously improve Marriott’s service mapping process by leveraging ServiceNow features such as automated updates, analytics, and predictive impact

Act as the subject matter expert for ServiceNow Service Mapping, leveraging industry best practices to guide the development and governance of service maps across Marriott’s extensive IT landscape

Propose strategic enhancements to ServiceNow Service Mapping capabilities to improve visibility, accuracy, and control over the IT ecosystem

Qualification

ServiceNow CMDBService MappingScripting skillsIT InfrastructureCSDMITIL processesTroubleshootingAnalytics skillsAutomation toolsData normalizationRegulated industries experienceCloud environments knowledgeCommunication skillsCollaboration skillsProblem-solving skills

Required

5+ years of experience with ServiceNow CMDB and Discovery, including administration and customization

3+ years hands-on experience with ServiceNow Service Mapping, including troubleshooting, pattern design, and multi-layer service modeling

3+ years' experience in IT Infrastructure and service management

Strong scripting skills: JavaScript, Glide API, MID Server scripting, and command-line parsing (e.g., shell, PowerShell)

Deep knowledge of CSDM, CI lifecycle management, and data governance

Experience troubleshooting probe failures, discovery logs, and mapping gaps

Knowledge of hybrid infrastructure environments (cloud/on-prem), containerized services, or microservices

Strong understanding of ITIL processes, especially Change, Incident, and Problem Management

Ability to communicate technical findings to non-technical stakeholders

Strong analytics skills with a focus on identifying and resolving service mapping inaccuracies and optimizing discovery processes

Preferred

ServiceNow Certified Implementation Specialist – Discovery and/or CMDB

ServiceNow Certified Administrator (CSA)

Experience in regulated industries (e.g., finance, healthcare, government)

Experience with automation tools and data normalization (e.g., Data Certification, Normalization Engine)

Benefits

401(k) plan

Stock purchase plan

Discounts at Marriott properties

Commuter benefits

Employee assistance plan

Childcare discounts

Coverage for medical

Dental

Vision

Health care flexible spending account

Dependent care flexible spending account

Life insurance

Disability insurance

Accident insurance

Adoption expense reimbursements

Paid parental leave

Educational assistance

Paid sick leave

0.077 PTO balance for every hour worked

Minimum of 9 holidays annually

Company

Marriott International

Glassdoor4.0

Marriott International, Inc.

Founded in 1927

Milwaukee, Wisconsin, USA

10001+ employees

https://www.marriott.com/hotels/travel/mkeak-hotel-metro-autograph-collection/

H1B Sponsorship

Marriott International has a track record of offering H1B sponsorships. Please note that this does not guarantee sponsorship for this specific role. Below presents additional info for your reference. (Data Powered by US Department of Labor)

Distribution of Different Job Fields Receiving Sponsorship

Represents job field similar to this job

Trends of Total Sponsorships

2025 (101)

2024 (84)

2023 (97)

2022 (77)

2021 (37)

2020 (58)