Skills

Firewalls ServiceNow Networking Risk Assessment Organization Software Development Project Management TCP/IP

Job Specifications

Job Title: IT Technical Business Analyst - Intermediate

Duration: 12 months (Maximum Extension Term: 12 months)

Location: Edmonton, AB

Description:

Project Name:

Tech Debt Mitigation Program Service Mapping

Scope:

Project Overview:

As part of the Technical Debt Mitigation Program, several applications have been identified as requiring improved technical visibility and dependency understanding to support risk assessment and remediation planning.

This role supports the hands on delivery of validated Application Service maps within the ServiceNow platform. The environment is complex and includes legacy, partially documented systems, existing customizations, integrations, and non standard configurations that must be considered when developing and maintaining accurate service maps.

The primary focus of this role is the design, validation, and troubleshooting of Application Service maps that accurately represent end to end technical dependencies and align with CSDM 4.0.

Role & Responsibilities:

• Design, build, and validate Application Service maps in ServiceNow in alignment with the CSDM.

• Ensure Application Services are correctly related to Business Applications and supporting infrastructure components.

• Configure and troubleshoot Service Mapping and Discovery patterns using Pattern Designer.

• Support Tag Based Service Mapping where applicable.

• Analyze and resolve service mapping failures, including:

o Credential and access issues

o Network connectivity and firewall constraints

o Identification & Reconciliation Engine (IRE) conflicts

o Discovery and CMDB data quality gaps

• Investigate CMDB and Discovery issues impacting service map accuracy and completeness.

• Work closely with Infrastructure, Network, and Application teams to validate service maps and resolve technical blockers.

• Document configurations, troubleshooting steps, and mapping decisions to support operational sustainment.

Required Skills & Experience:

Mandatory Skills

ServiceNow Service Mapping

• Demonstrated hands on experience building ServiceNow Application Service maps in large, complex enterprise environments.

• Experience mapping legacy or partially documented applications.

ITOM & Pattern Configuration

• Experience configuring and troubleshooting Service Mapping patterns using Pattern Designer.

CSDM

• Working knowledge of CSDM 4.0/5.0 as it relates to Application Services.

• Experience defining Application Service boundaries and relationships to Business Applications.

• Understanding of how accurate CSDM alignment supports reporting and impact analysis.

Infrastructure Knowledge Working knowledge of:

• Discovery protocols (WMI, SSH, SNMP)

• TCP/IP networking fundamentals

• Firewalls and load balancers (e.g., F5)

Troubleshooting

• Ability to determine whether service mapping failures are caused by credential, network, pattern, or CMDB data issues.

Documentation

• Ability to produce clear technical documentation and configuration notes.

Experience

• 5+ years of ServiceNow platform experience in a technical role.

• Minimum 3 years of focused experience in ITOM (Discovery and Service Mapping).

• Experience working in a multi vendor enterprise environment.

• Experience in government or regulated environments is considered an asset.

Key Competencies

• Strong analytical and troubleshooting mindset.

• Comfortable working in legacy and complex technical environments.

• Self starter able to work independently with minimal supervision.

• Able to communicate technical issues clearly to infrastructure and application teams.

o Three references, for whom similar work has been performed, must be provided. The most recent reference should be listed first. Reference checks may or may not be completed to assist with scoring of the proposed resource.

QUALIFICATIONS:

Must Have

Work Experience

Broad understanding of the technical environment and linkages between systems.

Experience in developing service maps for organizations with complex IT environments and infrastructure.

Experience supporting application infrastructure and/or software development.

Experience using the ServiceNow application to create and maintain service maps, reports, dashboards, and visual task boards.

Experience working with application stakeholders to gather information about their systems and underlying technology infrastructure.

Nice to Have

Professional Licenses/Certification

Yes/No - ITIL Foundations certification.

Work Experience

Experience leading and facilitating meetings with stakeholders at all levels.

Experience working in the Government of Alberta, or a public sector organization of similar size and complexity within Canada.

Familiarity with Microsoft Visio or other diagramming software.

Familiarity with ServiceNow ITOM.

Familiarity with TOGAF framework.

Project management and related technical abilities to implement application services on an enterprise scale, with both software and hardware components.

About the Company

. - At ., a proud subsidiary of . USA, we redefine staffing with nearly 30 years of unmatched expertise. Our global footprint across North America, Europe, and Asia positions us as your premier partner for innovative workforce solutions that drive business success. : : Access a flexible workforce tailored to your project-specific needs, from short-term assignments to long-term initiatives. (): Streamline project-based engagements with customized staffing solutions aligned with your objectives and timelines. ... Know more