ServiceNow Modeller

ServiceNow Service Modelling & Service Mapping Specialist

• Lead service modelling and mapping across a large-scale ServiceNow protected platform
• Establish CSDM-aligned service models and improve CMDB accuracy
• Support secure ICT service onboarding within a complex government environment
• Baseline clearance is essential

Position Overview
This role will establish and maintain a complete, accurate and compliant service model and Configuration Management Database (CMDB) within a ServiceNow protected platform. You will work across business services, applications, technical services and infrastructure components to create clear relationships and dependencies. Your work will support service onboarding, operational assurance, risk management, service transition, incident, problem and change management, monitoring and audit requirements.

Key Duties

• Design and implement CSDM-aligned service models and validated service maps.
• Establish modelling standards, naming conventions, relationship rules and mandatory attributes.
• Define business services, service offerings, ownership arrangements, service levels and support models.
• Translate solution components into application and technical services.
• Configure Service Mapping patterns and controlled discovery schedules.
• Govern MID Server scope, credentials and network access.
• Develop CMDB identification, reconciliation, normalisation and certification processes.
• Design and support the migration of service data into the ServiceNow platform.
• Integrate service structures with incident, problem, change, request and event management processes.
• Develop CMDB health dashboards, exception queues, gap reporting and audit-grade logging.
• Plan and coordinate system integration, user acceptance, regression and automated testing.
• Apply role-based access, field security, classification and least-privilege controls.
• Prepare security, accreditation, testing and audit evidence.
• Manage structural changes through formal change and CAB processes.
• Develop onboarding roadmaps, operating procedures, training materials and adoption plans.
• Support service owners, CI owners and data stewards to maintain accurate service information.

Skills and Experience Required

• Strong experience with ServiceNow Service Mapping, CMDB and the Common Service Data Model.
• Demonstrated ability to model business, application and technical services.
• Experience configuring Service Mapping patterns, Discovery and Service Graph Connectors.
• Knowledge of MID Server governance, credentials, network scope and secure discovery practices.
• Strong understanding of Identification and Reconciliation Engine rules, CI identification, data normalisation and certification.
• Experience migrating and reconciling CMDB data from legacy systems.
• Ability to establish accurate CI relationships and service dependency maps.
• Experience integrating CMDB data with IT service management processes.
• Knowledge of CMDB health reporting, observability, exception management and audit logging.
• Experience developing SIT, UAT, regression and Automated Test Framework coverage.
• Ability to produce clear modelling standards, runbooks, RACIs, onboarding playbooks and test artefacts.
• Experience working within PROTECTED or similarly security-controlled environments.
• Understanding of security accreditation, role-based access and audit requirements.
• Experience participating in change governance and CAB processes.
• Strong stakeholder engagement, documentation, training and organisational change capabilities.
• A platform-aligned approach that prioritises configuration over customisation and supports upgrade-safe outcomes.

Application Process
If you would like to apply, please contact Emma on 0480 804 408 or email emma.gibbons@talentinternational.com

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