Service Now Platform Administrator - Business Analyst

About Knox

Knox runs the largest Federal and DoW 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 ServiceNow ITSM modules including Incident, Problem, Change, Request, Knowledge, and Service Catalog.

● Configure forms, catalog items, workflows, Flow Designer automations, UI Policies, Business Rules, groups, roles, and ACLs.

● Manage user provisioning, security roles, and platform governance.

● Support upgrades, testing, release management, and platform maintenance.

Business Analysis

● Gather requirements from internal stakeholders.

● Translate operational needs into ServiceNow solutions.

● Document business processes, workflows, and platform configurations.

● Write user stories and assist with backlog prioritization.

● Coordinate testing and user acceptance activities.

Reporting & Process Improvement

● Develop dashboards, KPIs, and operational reporting.

● Identify opportunities to improve customer and internal workflows.

● Support operational excellence initiatives through platform configuration rather than custom development.

Platform Support

● Troubleshoot platform issues.

● Support catalog requests and workflow enhancements.

● Partner with developers on larger platform initiatives.

● Create documentation and knowledge articles.

Required Qualifications

● 2–5 years of ServiceNow administration or platform support.

● Experience with ITSM.

● Experience configuring:

○ Forms

○ Catalog Items

○ Flow Designer

○ Business Rules

○ Client Scripts

○ UI Policies

○ ACLs

● Strong communication and stakeholder management skills.

● Experience gathering business requirements.

● Excellent documentation skills.

Preferred

● CSA

● ITIL Foundations

● Experience with Agile

● Experience supporting cloud or SaaS organizations

● Exposure to CMDB

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.

Compensation Range: $95k-$125k based on experience plus bonus potential

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.

Knox is proud to support veteran hiring — we encourage veterans and transitioning service members to apply and welcome the unique skills and experience you bring.