ServiceNow- Process Mapping & Automation - Assistant Vice President

Role Summary & Role Description The role is responsible for building, validating, maintaining, and governing end‑to‑end service maps within the CMDB to ensure accurate visibility of business services and their underlying application and infrastructure dependencies. The role supports operational resilience, regulatory compliance (including DORA), incident and change impact analysis, and ongoing BAU governance by ensuring service maps meet defined quality, completeness, and freshness standards. This role works closely with Application Owners, SMEs, Discovery teams, ServiceNow Operations, and Governance stakeholders to ensure service mapping data is accurate, auditable, and fit for operational and regulatory use cases. Service Mapping & CMDB Management Create, enhance, and maintain business service and application service maps using ServiceNow Service Mapping and Discovery capabilities. Validate relationships between business services, applications, and underlying configuration items (servers, databases, load balancers, networks, cloud resources). Ensure service maps follow approved mapping standards, rubrics, and SOPs. Build, maintain, and optimize service maps using a combination of pattern based (top-down) and automated discovery techniques (e.g. Tag based), starting from defined application entry points (URL, IP, load balancer) and leveraging ML assisted, traffic based dependency detection to automatically identify, validate, and maintain accurate end to end service relationships across applications and infrastructure. Identify and remediate gaps such as missing relationships, incorrect dependency paths, stale or orphaned CIs. Coordinate with Discovery and Infrastructure teams to resolve discovery gaps, CI inaccuracies, and integration issues. Perform map validation sessions with Application Owners and SMEs to confirm technical and business accuracy. Support iterative refinement cycles and health reviews of service maps. Monitor data freshness, CI health, and mapping quality metrics. Governance, BAU, Compliance & Automation Support BAU service mapping governance, including tier based recertification cycles and evidence collection. Track exceptions, remediation actions, and stakeholder responses related to service map validation. Maintain audit ready documentation and evidence to support regulatory and internal control requirements (e.g., DORA). Contribute to KPI reporting, dashboards, and management updates on mapping coverage and quality. Contribute to ITAM automation by identifying repeatable asset management tasks and supporting automation enhancements that improve data accuracy, lifecycle visibility, and operational efficiency across the asset estate. Collaborate cross functionally to identify, prioritize, and deliver automation enhancements, ensuring solutions are scalable, platform aligned, and support BAU efficiency, governance, and audit readiness. Core/Must have skills Strong understanding of Service Mapping concepts, CMDB, and dependency mapping. Hands‑on experience with ServiceNow (Service Mapping, Discovery, CMDB). Experience with tag-based service mapping and meta data driven mapping approaches, particularly in cloud environments. Understanding of IT infrastructure components (servers, databases, networks, cloud services). Familiarity with ITSM processes (Incident, Change, Problem). Good to have skills ServiceNow Certification (CSA, CIS.SM) Familiarity with improving mapping outcomes through pattern optimization or extension concepts (where applicable) Understanding of MID Server setup, health monitoring, and discovery troubleshooting. Work Schedule Hybrid Keywords (If any)  Service mapping, CMDB, ServiceNow Discovery Location Hyderabad, Bangalore, Pune Why this role is important to us Our technology function, Global Technology Services (GTS), is vital to State Street and is the key enabler for our business to deliver data and insights to our clients. We’re driving the company’s