ServiceNow Developer

Knox Systems

Job Overview

Location

Indiana, USA

Job Type

Full-time

Full Job Description

📋 Description

• Knox Systems is at the forefront of empowering SaaS providers serving U.S. Government customers by delivering secure, modern, and compliance-ready cloud services. As a specialized Cloud Service Provider (CSP) Managed Service Provider (MSP) for government-focused SaaS organizations, we enable our partners to achieve operational excellence, meet stringent federal requirements, and provide high-quality digital experiences to their government end-users. We are significantly expanding our ServiceNow practice and are actively seeking a highly skilled ServiceNow Developer and System Administrator. This role demands deep platform expertise across key modules including IT Service Management (ITSM), Configuration Management Database (CMDB), Customer Service Management (CSM), Change Management, Service Catalog, Customer Portals, and sophisticated automated workflows.
• The ideal candidate is a hands-on technologist with robust development capabilities, extensive experience supporting federal customers, and the agility to thrive in a dynamic, cloud-focused operational environment. You will be instrumental in developing, configuring, enhancing, and administering critical ServiceNow modules. This includes but is not limited to Incident Management, Problem Management, Change Management, Request Management, CMDB, and Knowledge Management.
• A significant part of your role will involve working with Customer Service Management (CSM), specifically focusing on Case Management functionalities. You will also be responsible for building and maintaining the Service Catalog and Service Portals, ensuring seamless user experiences and efficient service delivery. This includes the development and upkeep of Forms, Workflows, UI Policies, Business Rules, Script Includes, Groups, Roles, Access Control Lists (ACLs), and Views, all tailored to meet specific federal customer needs.
• You will play a key role in creating and improving Dashboards, Performance Analytics metrics, and scheduled reporting, providing actionable insights into platform performance and service delivery. A core responsibility will be designing and maintaining robust CMDB structures, including reconciliation rules, cloud-specific data models, and integration points. This involves integrating data from major cloud providers such as AWS and Azure, encompassing resource inventories, configuration metadata, asset lifecycle data, and tagging structures, to create a unified and accurate CMDB.
• Furthermore, you will build and maintain integrations with multiple data sources, including cloud APIs and monitoring/observability platforms. The emphasis here is on ensuring strong data quality and normalization across all Configuration Items (CIs), providing a single source of truth for IT assets and services. You will develop high-quality Service Portals, custom widgets, and UI components leveraging AngularJS and ServiceNow APIs, enhancing customer self-service capabilities and user engagement.
• The role requires implementing automated request fulfillment processes, streamlined case intake workflows, and intuitive customer self-service experiences. You will utilize Flow Designer, IntegrationHub, Scripted REST APIs, and orchestration capabilities to automate complex multi-system tasks, aligning platform functions with cloud operational workflows and DevOps best practices. This includes automating routine tasks and ensuring seamless integration between different IT and cloud management systems.
• Continuous improvement is paramount. You will support platform upgrades, patching schedules, and ongoing enhancements to ensure the ServiceNow platform remains secure, efficient, and up-to-date. Adherence to Knox Systems' development standards, Configuration Management policies, and Agile practices is expected. You will be responsible for troubleshooting issues, performing root-cause analysis, and resolving platform and integration problems effectively.
• Collaboration is key. You will work closely with engineers, analysts, Project Managers (PMs), and senior technical staff within an Agile development environment. Providing clear technical guidance to customers and senior leadership, and presenting complex technical concepts in easily understandable, non-technical terms to government stakeholders will be essential. You will also have the opportunity to mentor junior developers and collaborate with senior ServiceNow Subject Matter Experts (SMEs), contributing to the growth of the team and the platform.
• This role offers a unique opportunity to work on high-impact, purpose-driven projects that support the U.S. government's most critical missions. The problems you solve are high-stakes, the expectations are high, and the results of your work are immediately visible and measurable. You will operate at federal scale, securing some of the most sensitive government environments in the country, where the systems you build must perform without fail. Your contributions will be highly valued, and your expertise will be consistently relied upon.

🎯 Requirements

• Bachelor’s degree in Computer Science, Engineering, Information Systems, or a related technical field, or equivalent practical experience (4-8 years of professional experience, or 2-6 years with a Master’s degree, or additional experience in lieu of a degree).
• Minimum of 4 years of dedicated ServiceNow development experience, with a strong understanding of ServiceNow APIs for custom solutions and integrations.
• Proven expertise with ServiceNow modules including ITSM, Customer Service Management (CSM), CMDB, Domain Separation, Service Catalog, Service Portals, Performance Analytics, Service Portal development, Flow Designer, and ServiceNow upgrades/release management.
• Excellent customer service orientation, with strong independent problem-solving capabilities and the ability to multitask effectively in fast-paced environments.
• Must be a U.S. Citizen living in the United States. Dual citizenship is prohibited.

🏖️ Benefits

• Comprehensive Medical, Dental, and Vision insurance plans.
• Life and Disability insurance coverage.
• Unlimited Paid Time Off (PEO).
• Employee-funded 401k plan.

Skills & Technologies

Angular

AWS

Azure

REST

Remote

Degree Required

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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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