Servicenow Application Analyst, ITOM, CMDB

ServiceNow Application Analyst

Join our dynamic and forward-thinking team at IDEXX as a ServiceNow Application Analyst focused on IT Operations Management (ITOM) and Configuration Management Database (CMDB).

Our team is currently working on projects to enhance our initial CMDB implementation by focusing on increasing the quality, comprehensiveness, and reliability of our CMDB. We believe the foundation of a resilient IT ecosystem begins with a mature and trusted CMDB, enabling streamlined security operations, proactive service delivery, and opportunities for further automation.

In this ServiceNow Application Analyst role, you will be responsible for maintaining, optimizing, and ensuring the ongoing health, accuracy, and reliability of our CMDB. You will partner closely with technical stakeholders, data owners, and process managers across IT, Security, and Service Management to uphold the integrity of our CMDB and drive operational excellence. Your responsibilities will center on vigilant monitoring, proactive problem-solving, and hands-on maintenance, ensuring that the CMDB remains up to date and accurate for our key stakeholders of the platform.

If you are passionate about empowering IT operations through a world-class CMDB and thrive in a collaborative, mission-driven environment, we welcome your application and look forward to advancing together.

In This Role, You Will…

• Monitor and maintain the ongoing health, accuracy, and completeness of the CMDB, ensuring it meets organizational standards and stakeholder needs.
• Perform day-to-day operational tasks, including data quality reviews, reconciliation, CI lifecycle management, and exception handling.
• Identify, diagnose, and resolve issues impacting the CMDB, either independently or in collaboration with ServiceNow developers and other technical teams.
• Partner with stakeholders across IT, Security, and Service Management to understand their requirements and help translate them into actionable CMDB use cases.
• Work with data owners and process managers to enforce proper CI ownership, data stewardship, and process adherence.
• Support ServiceNow discovery, integration, and automation processes to ensure accurate and timely CI data population.
• Provide guidance and training to stakeholders on CMDB best practices, data consumption, and reporting.
• Assist with audits, compliance reviews, and reporting related to CMDB data quality and configuration management processes.
• Document processes, procedures, and knowledge articles to support operational continuity and CMDB maturity.

What You Will Need To Succeed…

• 3-5+ years of hands-on experience supporting and maintaining a ServiceNow CMDB in a large, complex IT environment.
• Strong understanding of CMDB data models, CI lifecycle, discovery, reconciliation, and data quality management.
• Experience with day-to-day CMDB operations, including troubleshooting, issue resolution, and stakeholder engagement.
• Familiarity with ServiceNow ITOM modules (e.g., Discovery, Service Mapping) and integration points.
• Excellent analytical and problem-solving skills, with keen attention to detail and data accuracy.
• Ability to communicate technical concepts to both technical and non-technical audiences.
• Experience partnering with IT, Security, and Service Management teams to deliver business value through CMDB insights and capabilities.
• Basic scripting or workflow automation skills (JavaScript, Flow Designer, or similar), a plus but not required.

What You Can Expect From Us:

• Base annual salary target: $90000 to $100000 (yes, we do have flexibility if needed)
• Opportunity for annual cash bonus
• Health / Dental / Vision Benefits Day-One
• 5% matching 401k
• Additional benefits including but not limited to financial support, pet insurance, mental health resources, volunteer paid days off, employee stock program, foundation donation matching, and much more!

Why IDEXX?

We're proud of the work we do, because our work matters. An innovation leader in every industry we serve, we follow our Purpose and Guiding Principles to help pet owners worldwide keep their companion animals healthy and happy, to ensure safe drinking water for billions, and to help farmers protect livestock and poultry from diseases. We have customers in over 175 countries and a global workforce of over 10,000 talented people. So, what does that mean for you? We enrich the livelihoods of our employees with a positive and respectful work culture that embraces challenges and encourages learning and discovery. At IDEXX, you will be supported by competitive compensation, incentives, and benefits while enjoying purposeful work that drives improvement. Let's pursue what matters together.

IDEXX values a diverse workforce and workplace and strongly encourages women, people of color, LGBTQ+ individuals, people with disabilities, members of ethnic minorities, foreign-born residents, and veterans to apply. IDEXX is an equal opportunity employer. Applicants will not be discriminated against because of race, color, creed, sex, sexual orientation, gender identity or expression, age, religion, national origin, citizenship status, disability, ancestry, marital status, veteran status, medical condition, or any protected category prohibited by local, state, or federal laws.