Service Now Platform Administrator

About the role

Knox Platform Administrator Opportunity

Knox operates at the scale of Federal and Department of War cloud environments, delivering secure cloud and AI infrastructures for essential government missions. We enable production systems that adhere to stringent security, reliability, and compliance standards. Work here is high-impact and purpose-driven, where the problems are complex, the expectations are significant, and the outcomes are clearly visible. Speed, rigor, and trust define our environment because the platforms we protect cannot afford failure. Your expertise is directly relied upon, and your contributions produce immediate, measurable impact. You will own the end-to-end administration and optimization of the ServiceNow platform, ensuring seamless delivery of IT services to federal customers. This role requires a disciplined owner who thrives on managing complex configurations and upholding the highest standards of governance. You will act as the central point of accountability for the reliability and performance of critical ITSM processes. Every decision you make directly supports the security and continuity of warfighter-facing missions.

Key facts

What you'll do

• Perform comprehensive administration of core ServiceNow ITSM modules, owning Incident, Problem, Change, Request, Knowledge, and Service Catalog management.
• Design and configure Forms, Catalog Items, Flow Designer automations, UI Policies, Business Rules, and Access Control Lists to align with federal security and operational requirements.
• Execute user provisioning and security role management, ensuring strict implementation of Access Control Lists and governance across the platform.
• Lead platform upgrade activities, testing cycles, and release management to maintain stability and compliance in production environments.
• Drive ongoing platform maintenance, monitoring, and performance tuning to support high availability and mission continuity.
• Gather business requirements from internal stakeholders and translate operational needs into detailed ServiceNow solutions and platform configurations.
• Document business processes, workflows, and platform configurations with precision, creating clear user stories and supporting backlog prioritization.
• Coordinate testing and user acceptance activities, validating solutions against federal standards and ensuring they meet stakeholder expectations.
• Develop dashboards, KPIs, and operational reporting to provide actionable insight into platform performance and service health.
• Identify opportunities to enhance customer and internal workflows, focusing on operational excellence through configuration rather than custom development.
• Provide expert troubleshooting for platform issues, supporting catalog requests and resolving complex incidents impacting federal users.
• Collaborate with developers on larger platform initiatives, contributing to architecture discussions and long-term roadmap alignment.
• Author and maintain comprehensive documentation and knowledge articles to ensure continuity and supportability of configurations.
• Implement process improvements that enhance efficiency, security, and user experience across the ServiceNow lifecycle.
• Act as a platform advocate, promoting best practices in configuration management and compliance across the Knox ecosystem.

Requirements

• Must bring 2-5 years of ServiceNow administration or platform support experience, with a proven background in ITSM.
• Must possess specific expertise with configuration of Forms, Catalog Items, Flow Designer, Business Rules, Client Scripts, UI Policies, and Access Control Lists.
• Must demonstrate strong communication and stakeholder management skills essential for gathering business requirements and maintaining meticulous documentation.
• Must be capable of operating in a high-impact, purpose-driven environment where speed, rigor, and trust are paramount.
• Must understand the importance of supporting production systems that adhere to stringent security, reliability, and compliance standards.
• Must be able to work effectively in a setting where problems are complex and the expectations surrounding platform performance are significant.
• Must contribute to an environment where your expertise is directly relied upon and your immediate, measurable impact is valued.
• Must comply with the hiring requirement for U.S. citizenship due to federal government client engagements and related regulatory compliance.

Nice to have

• Certifications such as CSA or ITIL Foundations are valued.
• Experience with Agile methodologies is preferred.
• Exposure to cloud, SaaS, or CMDB management is preferred.

Practical notes

• U.S. citizenship is required for this role due to federal government contracts and compliance regulations. Dual citizenship is not permitted.
• Candidates must 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.
• This is a full-time position based in Washington D.C.
• Please ensure you meet the eligibility requirements before applying.