ServiceNow Administrator

THE ROLE As a ServiceNow Administrator at Knox, you will own the administration, configuration, optimization, and day-to-day operations of Knox’s ServiceNow platform. You will partner closely with Customer Experience, Engineering, Security, Compliance, NOC, and Operations teams to ensure ServiceNow effectively supports customer onboarding, incident management, operational workflows, compliance processes, and internal service delivery. This role is ideal for someone with strong ServiceNow administration experience who enjoys improving operational processes, building scalable workflows, supporting cross-functional teams, and driving platform maturity in a fast-growing enterprise SaaS environment. You will play a key role in enhancing operational efficiency, automating workflows, improving reporting and visibility, and supporting Knox’s broader customer experience and operational strategy initiatives. KEY RESPONSIBILITIES ● 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. ● Partner with Customer Experience, Engineering, NOC, Security, Compliance, and Operations teams to improve operational workflows and service delivery processes. ● Build and maintain ServiceNow forms, business rules, client scripts, UI policies, ACLs, groups, roles, and workflow automations. ● Develop and maintain dashboards, operational reporting, KPIs, and customer support metrics. ● Support onboarding and operational workflows related to customer implementation, escalations, incident management, and compliance processes. ● Drive process improvement initiatives through workflow automation, tooling enhancements, and operational optimization. ● Support integrations, data imports, APIs, and automation workflows using Flow Designer, IntegrationHub, and REST APIs. ● Maintain CMDB accuracy and support operational asset management processes. ● Troubleshoot platform issues, manage upgrades and patching activities, and support platform governance initiatives. ● Create and maintain technical documentation, playbooks, workflow standards, and operational procedures. Partner with leadership on long-term ServiceNow strategy, platform scalability, and operational maturity initiatives QUALIFICATIONS BASIC QUALIFICATIONS ● 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. ● Familiarity with Flow Designer, IntegrationHub, REST APIs, and workflow automation concepts. ● Experience supporting enterprise SaaS or cloud operational environments. ● Strong troubleshooting, organizational, and operational problem-solving skills. ● Excellent communication and cross-functional collaboration abilities. ● Ability to manage multiple priorities in a fast-paced operational environment. PREFERRED QUALIFICATIONS ● ServiceNow Certified System Administrator (CSA) ● Experience with CMDB administration and operational asset management. ● Familiarity with cloud environments such as AWS, Azure, or GCP. ● Experience supporting compliance-heavy or regulated environments such as FedRAMP, SOC 2, HIPAA, or NIST 800-53. ● Exposure to Agile, ITIL, DevOps, or operational governance frameworks. ● Experience supporting customer operations, incident management, or service delivery organizations. BENEFITS ● Knox offers a competitive employee benefits package including Medical, Dental, Vision, Life & Disability and an employee funded 401k plan. Please note, benefits are subject to change. ● Work Location: Preferred Arlington, VA with hybrid flexibility. Remote candidates may be considered based on experience and o