ServiceNow Application Analyst, ITOM, CMDB

We are seeking a ServiceNow Application Analyst to join our IT Operations Management (ITOM) and Configuration Management Database (CMDB) team at IDEXX. The ideal candidate will have 3-5+ years of experience supporting and maintaining a ServiceNow CMDB in a large, complex IT environment.

The successful applicant will be responsible for maintaining, optimizing, and ensuring the ongoing health, accuracy, and reliability of our CMDB. They 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.

Key responsibilities include:

• Monitoring and maintaining the ongoing health, accuracy, and completeness of the CMDB, ensuring it meets organizational standards and stakeholder needs.
• Performing day-to-day operational tasks, including data quality reviews, reconciliation, CI lifecycle management, and exception handling.
• Identifying, diagnosing, and resolving issues impacting the CMDB, either independently or in collaboration with ServiceNow developers and other technical teams.
• Partnering with stakeholders across IT, Security, and Service Management to understand their requirements and help translate them into actionable CMDB use cases.
• Working with data owners and process managers to enforce proper CI ownership, data stewardship, and process adherence.
• Supporting ServiceNow discovery, integration, and automation processes to ensure accurate and timely CI data population.
• Providing guidance and training to stakeholders on CMDB best practices, data consumption, and reporting.
• Assisting with audits, compliance reviews, and reporting related to CMDB data quality and configuration management processes.
• Documenting processes, procedures, and knowledge articles to support operational continuity and CMDB maturity.