ServiceNow Application Analyst, ITOM, CMDB

ServiceNow Application Analyst Role Summary

• Focus on IT Operations Management (ITOM) and Configuration Management Database (CMDB)

At IDEXX, we believe in empowering IT operations through a world-class CMDB. As a ServiceNow Application Analyst, 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.

Your Key Responsibilities:

• Monitor and Maintain CMDB Health: Ensure the CMDB meets organizational standards and stakeholder needs by performing day-to-day operational tasks, including data quality reviews, reconciliation, CI lifecycle management, and exception handling.
• Identify and Resolve Issues: Diagnose and resolve issues impacting the CMDB, either independently or in collaboration with ServiceNow developers and other technical teams.
• Partner with Stakeholders: Work with stakeholders across IT, Security, and Service Management to understand their requirements and help translate them into actionable CMDB use cases.
• Support ServiceNow Processes: Assist with audits, compliance reviews, and reporting related to CMDB data quality and configuration management processes.

Requirements for Success:

• 3-5+ years of 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.