IT accelerates the success of IDEXX employees and customers by providing scalable and innovative solutions and leadership. We are a global organization that supports all technology needed to deliver products and solutions to customers enabling them to focus on delivering high quality patient care. We strive to provide exceptional customer service and experience in the most efficient means possible, requiring alignment and cross-functional communication.

About the role:

We are looking for an IT Application Analyst to join our Enterprise Application Support team and support our global Salesforce environment. The Enterprise Application Support team currently consists of 10 team members that support over 60 applications used across the organization. As a member of this team, you will get to collaborate with analysts of other applications and the extended Salesforce Development team to provide a seamless service to IDEXXers globally. You will perform a variety of systems related analytical activities to support application functionality, integrations, and performance. You will partner with key application stakeholders to optimize support processes and deliver the best user experience possible. Experience in the system is a plus, and a passion for providing a high quality of service is a must!

A day in the life:

• Triage tickets escalated by global help desk support teams and business leads


• Manage user access and removal through ServiceNow workflows


• Implement proactive support processes via self-service and automation when possible


• Document support processes and incident resolutions


• Collaborate with IT partners and critical Salesforce stakeholders to enhance support processes and improve user experience


• Lead and coordinate support for Salesforce related activities


• Develop reports to measure success and promote continuous improvement


• Participate in team's on-call rotation for enterprise applications

What do you need to succeed?

• Experience supporting Salesforce or general technical support is required


• Typically, 1-2+ years related experience


• Computer and technical aptitude required


• Excellent problem-solving skills required


• Excellent customer service and business relationship building skills required


• Business analyst skills required


• Ability to work independently and within teams


• Strong communication skills, both verbal and written, including ability to translate technical subject matter to non-technical audiences


• Experience using ServiceNow and understanding of ITIL process is a plus


• Salesforce Admin Certifications and completed Salesforce Trailheads is a plus


• Knowledge of Salesforce integrations is a plus


• Bachelor's degree (Science, Engineering or related discipline preferred) is a pluS

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 9,000 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, LGBT 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.