Key Responsibilities

Platform Administration
• Administer ServiceNow ITSM modules including Incident, Problem, Change, Request, Knowledge, and Service Catalog.
• Configure forms, catalog items, workflows, Flow Designer automations, UI Policies, Business Rules, groups, roles, and ACLs.
• Manage user provisioning, security roles, and platform governance.
• Support upgrades, testing, release management, and platform maintenance.

Business Analysis
• Gather requirements from internal stakeholders.
• Translate operational needs into ServiceNow solutions.
• Document business processes, workflows, and platform configurations.
• Write user stories and assist with backlog prioritization.
• Coordinate testing and user acceptance activities.

Reporting & Process Improvement
• Develop dashboards, KPIs, and operational reporting.
• Identify opportunities to improve customer and internal workflows.
• Support operational excellence initiatives through platform configuration rather than custom development.

Platform Support
• Troubleshoot platform issues.
• Support catalog requests and workflow enhancements.
• Partner with developers on larger platform initiatives.
• Create documentation and knowledge articles.

Required Qualifications
• 2-5 years of ServiceNow administration or platform support.
• Experience with ITSM.
• Experience configuring:
• Forms
• Catalog Items
• Flow Designer
• Business Rules
• Client Scripts
• UI Policies
• ACLs
• Strong communication and stakeholder management skills.
• Experience gathering business requirements.
• Excellent documentation skills.

Preferred
• CSA
• ITIL Foundations
• Experience with Agile
• Experience supporting cloud or SaaS organizations
• Exposure to CMDB

Hiring Requirement: Due to the nature of our work with federal government clients and compliance with applicable regulations, this position requires U.S. citizenship. Dual citizenship is not permitted for this role. Candidates must be able to provide documentation verifying sole U.S. citizenship status as part of the background check process.

Any offer of employment is contingent upon the successful completion of all required pre-employment screenings, including a background check, in accordance with applicable laws and government contract requirements.

Benefits & Perks

Knox offers a competitive employee benefits package including Medical, Dental, Vision, Life & Disability, unlimited PEO, and an employee funded 401k plan. Please note, benefits are subject to change.