Service Now Platform Administrator - Business Analyst

Knox Systems

9d•$95,000 - $125,000•Onsite

About The Position

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.

Requirements

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.
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.

Nice To Haves

CSA
ITIL Foundations
Experience with Agile
Experience supporting cloud or SaaS organizations
Exposure to CMDB

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, groups, roles, and ACLs.
Manage user provisioning, security roles, and platform governance.
Support upgrades, testing, release management, and platform maintenance.
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.
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.
Troubleshoot platform issues.
Support catalog requests and workflow enhancements.
Partner with developers on larger platform initiatives.
Create documentation and knowledge articles.