ServiceNow Platform Operations Engineer

About the role

You will administer and maintain Knox's ServiceNow platform to ensure reliability, performance, and operational excellence at federal scale. The role requires you to configure and support ServiceNow ITSM modules including Incident, Problem, Change, Request, Knowledge, Service Catalog, and CMDB. You will own the configuration of forms, catalog items, Flow Designer workflows, UI Policies, Business Rules, Client Scripts, groups, roles, and ACLs. This position demands you manage user access, platform governance, upgrades, patching, and release activities with a focus on stability and security. You will troubleshoot platform issues and coordinate resolution with developers and engineering teams to restore service quickly. Additionally, you will partner with cloud engineering teams to maintain accurate infrastructure data within ServiceNow and uphold CMDB health. Your work will directly support the deployment of production systems that meet the highest standards for security, reliability, and compliance. The impact of your contributions will be immediate and visible, as your expertise is relied upon to secure some of the most sensitive government environments in the country.

Key facts

What you'll do

• Execute comprehensive administration and maintenance of the Knox ServiceNow platform to drive operational excellence.
• Configure and support ServiceNow ITSM modules including Incident, Problem, Change, Request, Knowledge, Service Catalog, and CMDB.
• Design and configure forms, catalog items, Flow Designer workflows, UI Policies, Business Rules, Client Scripts, groups, roles, and ACLs.
• Manage user access, platform governance, upgrades, patching, and release activities to ensure system integrity.
• Troubleshoot platform issues and coordinate resolution with developers and engineering teams to minimize downtime.
• Maintain CMDB health, data quality, and configuration item relationships to ensure a reliable source of truth.
• Support Discovery, cloud inventory synchronization, and operational asset management for accurate tracking.
• Assist with CSDM adoption, data governance, and configuration management best practices across the organization.
• Partner with cloud engineering teams to maintain accurate AWS and Azure infrastructure data within ServiceNow.
• Develop dashboards and reporting to monitor CMDB completeness, operational metrics, and platform health.
• Build and maintain workflow automations using Flow Designer and IntegrationHub to reduce manual effort.
• Support integrations, data imports, and REST API-based workflows to enable seamless data flow.
• Identify opportunities to streamline operational processes through automation and platform enhancements.
• Partner with stakeholders to improve customer onboarding, incident management, operational support, and service delivery workflows.
• Create and maintain technical documentation, platform standards, and operational procedures for knowledge transfer.
• Support testing, user acceptance activities, and production releases to ensure smooth deployments.
• Collaborate with ServiceNow developers on larger platform initiatives and continuous improvement efforts.

Requirements

• Must be a U.S. Citizen residing in the United States due to the nature of work with federal government clients.
• Must provide documentation verifying sole U.S. citizenship status as part of the background check process.
• Possess 3-5 years of ServiceNow administration, platform support, or engineering experience in relevant systems.
• Demonstrate experience administering ServiceNow ITSM modules including Incident, Problem, Change, Request, Knowledge, and Service Catalog.
• Show expertise configuring workflows, Flow Designer, Business Rules, Client Scripts, UI Policies, ACLs, and platform security.
• Have familiarity with CMDB administration, configuration items, and data quality best practices to maintain accuracy.
• Gain experience working with REST APIs, IntegrationHub, or system integrations to enable automation.
• Exhibit strong troubleshooting, analytical, and organizational skills to handle complex platform issues.
• Communicate effectively and collaborate well with cross-functional teams in a professional environment.
• Hold experience supporting enterprise SaaS, cloud, or managed services environments in regulated sectors.
• Must be authorized to work in the United States and not require work authorization sponsorship by the employer for this position now or in the future.

Nice to have

• ServiceNow Certified System Administrator (CSA) certification to validate core competencies.
• Experience with Discovery, Service Mapping, or CSDM to enhance visibility into infrastructure.
• Familiarity with AWS, Azure, or GCP to support cloud integration scenarios.
• Experience supporting regulated environments such as FedRAMP, NIST, SOC 2, or HIPAA to ensure compliance.
• ITIL Foundation certification to align with industry-standard practices.
• Experience working in Agile or DevOps environments to support iterative delivery.

Practical notes

Compensation Range: $125k-$135k based on experience plus bonus potential.

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.

We are an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. Employment decisions are made without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, genetics, disability, age, or veteran status.