About the role
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
