Service Now Platform Administrator - Business Analyst

Knox Systems; Arlington (VA); On-site; USD 85,000 - 130,000; Full time

Benefits offered by this job

Medical, Dental, Vision

401k plan

Job summary

Knox Systems is seeking a ServiceNow Administrator to own ITSM configurations, workflows, and platform governance for federal-scale environments. You will translate stakeholder needs into reliable ServiceNow solutions, develop reporting, and collaborate with developers on platform initiatives.

Ideal candidates have 2–5 years of ServiceNow experience, strong communication, and documentation skills, with ITIL foundations and CSA as pluses. This is a full-time role requiring U.S. citizenship.

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.

Responsibilities

• 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, ACLs.
• Manage user provisioning, security roles, and platform governance.
• Support upgrades, testing, release management, and platform maintenance.
• Gather requirements from internal stakeholders and translate them into ServiceNow solutions.
• Document business processes, workflows, and platform configurations.
• Write user stories and assist with backlog prioritization.
• Coordinate testing and user acceptance activities.
• Develop dashboards, KPIs, and operational reporting.
• Identify opportunities to improve customer and internal workflows.
• Support catalog requests and workflow enhancements.
• Partner with developers on larger platform initiatives.
• Create documentation and knowledge articles.

Skills

ServiceNow Admin

ITSM

Forms & Catalog

Flow Designer

Communication

Requirements gathering

Documentation

Education

CSA

ITIL Foundations

Tools

CMDB

Agile

Cloud / SaaS

Job description

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 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.

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.