ServiceNow Platform Operations Engineer

About Knox

Knox runs the largest Federal managed cloud, building and operating secure cloud and AI environments that support the U.S. government’s most critical missions — from national security and public safety to essential public services. Our customers rely on Knox to deploy production systems that meet the highest standards for security, reliability, and compliance.

Work at Knox is high-impact and purpose-driven. The problems we solve are high-stakes, the expectations are high, and the results are visible. Speed, rigor, and trust matter here - because the environments we secure cannot fail. Your contributions are visible, your expertise is relied upon, and the impact of your work is immediate and measurable. We operate at federal scale, securing some of the most sensitive government environments in the country - because the systems we build must perform without fail.

Key Responsibilities

Platform Administration

● Administer and maintain Knox's ServiceNow platform, ensuring reliability, performance, and operational excellence.

● Configure and support ServiceNow ITSM modules including Incident, Problem, Change, Request, Knowledge, Service Catalog, and CMDB.

● 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.

● Troubleshoot platform issues and coordinate resolution with developers and engineering teams.

CMDB & Platform Operations

● Maintain CMDB health, data quality, and configuration item relationships.

● Support Discovery, cloud inventory synchronization, and operational asset management.

● Assist with CSDM adoption, data governance, and configuration management best practices.

● 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.

Workflow Automation & Process Improvement

● Build and maintain workflow automations using Flow Designer and IntegrationHub.

● Support integrations, data imports, and REST API-based workflows.

● 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.

Documentation & Collaboration

● Create and maintain technical documentation, platform standards, and operational procedures.

● Support testing, user acceptance activities, and production releases.

● Collaborate with ServiceNow developers on larger platform initiatives and continuous improvement efforts.

Required Qualifications

● 3–5 years of ServiceNow administration, platform support, or engineering experience.

● Experience administering ServiceNow ITSM modules including Incident, Problem, Change, Request, Knowledge, and Service Catalog.

● Experience configuring workflows, Flow Designer, Business Rules, Client Scripts, UI Policies, ACLs, and platform security.

● Familiarity with CMDB administration, configuration items, and data quality best practices.

● Experience working with REST APIs, IntegrationHub, or system integrations.

● Strong troubleshooting, analytical, and organizational skills.

● Excellent communication and collaboration skills.

● Experience supporting enterprise SaaS, cloud, or managed services environments.

● Must be a U.S. Citizen residing in the United States.

Preferred Qualifications

● ServiceNow Certified System Administrator (CSA).

● Experience with Discovery, Service Mapping, or CSDM.

● Familiarity with AWS, Azure, or GCP.

● Experience supporting regulated environments such as FedRAMP, NIST, SOC 2, or HIPAA.

● ITIL Foundation certification.

● Experience working in Agile or DevOps environments.

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.

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, age, disability, veteran status, or any other legally protected status.