ServiceNow Administrator

Knox Systems

Job Overview

Location

Washington D.C.

Job Type

Full-time

Full Job Description

📋 Description

• Administer and maintain Knox’s ServiceNow platform, including ITSM modules, workflows, user access, forms, dashboards, reporting, and automation.
• Configure and support Incident, Problem, Change, Request, Knowledge Management, Service Catalog, and CMDB functionality to ensure seamless operational workflows.
• Partner with Customer Experience, Engineering, Security, Compliance, NOC, and Operations teams to improve service delivery processes and operational efficiency.
• Build and maintain ServiceNow forms, business rules, client scripts, UI policies, ACLs, groups, roles, and workflow automations to enhance platform functionality.
• Develop and maintain dashboards, operational reporting, KPIs, and customer support metrics to drive data-informed decision-making.
• Support customer onboarding, escalations, incident management, and compliance processes through tailored ServiceNow workflows and automation.
• Drive process improvement initiatives by automating manual tasks, enhancing tooling, and optimizing operational workflows across departments.
• Support integrations, data imports, APIs, and automation workflows using Flow Designer, IntegrationHub, and REST APIs to connect ServiceNow with other enterprise systems.
• Maintain CMDB accuracy and support operational asset management processes to ensure reliable inventory and configuration tracking.
• Troubleshoot platform issues, manage upgrades and patching activities, and support platform governance and change control initiatives.
• Create and maintain technical documentation, playbooks, workflow standards, and operational procedures to ensure knowledge transfer and consistency.
• Collaborate with leadership to define long-term ServiceNow strategy, platform scalability, and operational maturity goals aligned with Knox’s enterprise SaaS growth.
• Ensure ServiceNow platform compliance with regulatory frameworks and internal governance policies through configuration controls and audit readiness.
• Provide ongoing user support and training to cross-functional teams utilizing ServiceNow for customer experience, incident resolution, and internal service requests.
• Monitor platform performance and usage metrics to identify opportunities for enhancement, reduction of technical debt, and improved user adoption.

🎯 Requirements

• 3+ years of ServiceNow administration, development, or platform support experience.
• Strong experience with ServiceNow ITSM modules including Incident, Problem, Change, Request, Knowledge, and Service Catalog.
• Experience configuring workflows, forms, business rules, client scripts, UI policies, ACLs, and automations within ServiceNow.

🏖️ Benefits

• Competitive employee benefits package including Medical, Dental, Vision, Life & Disability.
• Employee-funded 401k plan.
• Hybrid flexibility with preferred location in Arlington, VA; remote candidates may be considered based on experience and operational alignment.

Skills & Technologies

AWS

Azure

GCP

REST

Remote

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Knox Systems

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About Knox Systems

Knox Systems is a technology company focused on providing secure and reliable solutions for data management and protection. They specialize in developing advanced software and hardware that ensures the integrity, confidentiality, and availability of critical information for businesses across various sectors. Their offerings often include robust encryption, secure storage, and comprehensive data recovery services. Knox Systems aims to empower organizations to safeguard their digital assets against evolving threats and compliance challenges, enabling them to operate with confidence and maintain business continuity. The company is dedicated to innovation and customer-centric support, striving to deliver peace of mind through superior technology and expertise.

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