ServiceNow Platform Operations Engineer

About the role

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.

Key Responsibilities

• Administer and maintain Knox's ServiceNow platform, ensuring reliability, performance, and operational excellence.
• Configure and support ServiceNow ITSM modules including Incident, Problem, Change, Request, Knowledge, Service Catalog, and CMDB.
• Manage user access, platform governance, upgrades, patching, and release activities.
• Troubleshoot platform issues and coordinate resolution with developers and engineering teams.
• Maintain CMDB health, data quality, and configuration item relationships.
• Support Discovery, cloud inventory synchronization, and operational asset management.
• Partners with cloud engineering teams to maintain accurate AWS and Azure infrastructure data within ServiceNow.
• Develop dashboards and reporting to monitor CMDB completeness, operational metrics, and platform health.
• Build and maintain workflow automations using Flow Designer and IntegrationHub.
• Identify opportunities to streamline operational processes through automation and platform enhancements.
• Partner with stakeholders to improve customer onboarding, incident management, operational support, and service delivery workflows.
• Create and maintain technical documentation, platform standards, and operational procedures.
• Support testing, user acceptance activities, and production releases.
• Collaborate with ServiceNow developers on larger platform initiatives and continuous improvement efforts.

Required Qualifications

• 3–5 years of ServiceNow administration, platform support, or engineering experience.
• Experience administering ServiceNow ITSM modules including Incident, Problem, Change, Request, Knowledge, and Service Catalog.
• Experience configuring workflows, Flow Designer, Business Rules, Client Scripts, UI Policies, ACLs, and platform security.
• Familiarity with CMDB administration, configuration items, and data quality best practices.
• Experience working with REST APIs, IntegrationHub, or system integrations.
• Strong troubleshooting, analytical, and organizational skills.
• Excellent communication and collaboration skills.
• Experience supporting enterprise SaaS, cloud, or managed services environments.
• Must be a U.S. Citizen residing in the United States.

Preferred Qualifications

• ServiceNow Certified System Administrator (CSA).
• Experience with Discovery, Service Mapping, or CSDM.
• Familiarity with AWS, Azure, or GCP.
• Experience supporting regulated environments such as FedRAMP, NIST, SOC 2, or HIPAA.
• ITIL Foundation certification.
• Experience working in Agile or DevOps environments.