Senior ServiceNow Developer, ITOM, CMDB

Role Summary

• Develop new and creative solutions to enhance the CMDB capabilities.

We are currently working on projects to enhance our initial CMDB implementation by focusing on increasing the quality, comprehensiveness, and reliability of our CMDB. Our team believes 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 role, you will be responsible for designing, developing, and implementing robust ServiceNow integrations to expand and enrich our CMDB. Your expertise will help shape advanced features and tools that empower teams to utilize the CMDB to its fullest potential. As we continue our journey to advance CMDB maturity, you will help drive innovation, change, and operational excellence across our global organization.

You will also contribute to the governance and continual service improvement of CMDB processes and standards. Additionally, you will support the lifecycle management of CIs, including onboarding new CI classes, retiring obsolete data, and maintaining robust relationships and dependency mapping.

As an escalation point for troubleshooting efforts, root cause analysis, and incident resolution related to CMDB integrations and data anomalies, your skills in scripting (JavaScript, Glide, Flow Designer) and experience collaborating with stakeholders across IT, Security, and Service Management teams will be valuable assets.

Key Responsibilities:

• Design, develop, and implement robust ServiceNow integrations to expand and enrich our CMDB.
• Develop and enhance discovery patterns, custom probes, and sensors to improve automated CI population and reconciliation.
• Implement and optimize Service Mapping across all mapping approaches (top-down, traffic-based, tag-based, pattern-based) to ensure accurate visibility of business services and their dependencies.
• Maintain and optimize CMDB health through effective identification and remediation of data quality issues, regular audits, and ongoing improvements.
• Contribute to the governance and continual service improvement of CMDB processes and standards.
• Support the lifecycle management of CIs, including onboarding new CI classes, retiring obsolete data, and maintaining robust relationships and dependency mapping.
• Act as an escalation point for troubleshooting efforts, root cause analysis, and incident resolution related to CMDB integrations and data anomalies.
• Document solutions, create knowledge articles, and share best practices throughout the ServiceNow developer and user community within IDEXX.

Requirements:

• 5-7+ years of hands-on experience in ServiceNow development with a strong focus on CMDB and ITOM.
• Expertise in designing and building ServiceNow integrations using MID servers, REST/SOAP APIs, Discovery, and Service Mapping.
• Working knowledge of third-party platforms (Azure, AWS, GCP) and their integration with ServiceNow for CMDB enrichment and ITOM processes.
• Deep understanding of CMDB data models, CI lifecycle management, and data reconciliation strategies.
• Strong scripting skills (JavaScript, Glide, Flow Designer) to support custom development and automation.
• Track record of advancing CMDB maturity and health metrics, driving tangible improvements in IT operations.
• Experience collaborating with stakeholders across IT, Security, and Service Management teams.
• Relevant ServiceNow certifications (e.g., Certified Implementation Specialist – CMDB, Discovery, or ITOM) are highly preferred.
• Excellent analytical, troubleshooting, and communication skills.