ServiceNow Platform Administrator & Business Analyst

About the role

Knox is seeking a ServiceNow Platform Administrator who will also act as a Business Analyst. You will support the company’s federal‑scale cloud operations by configuring, maintaining, and improving ServiceNow ITSM solutions that enable secure, reliable service delivery.

Key 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 platform upgrades, testing, release management, and ongoing maintenance.
• Gather business requirements from internal stakeholders and translate them into ServiceNow solutions.
• Document processes, write user stories, and assist with backlog prioritization.
• Develop dashboards, KPIs, and operational reports; identify workflow improvement opportunities.
• Troubleshoot platform issues, support catalog requests, and partner with developers on larger initiatives.

Required profile

• 2–5 years of experience administering ServiceNow or supporting a similar platform.
• Hands‑on experience with ITSM processes and modules.
• Strong communication and stakeholder‑management abilities.
• Proven ability to gather and document business requirements.
• U.S. citizenship required due to federal client compliance.

Required skills

• ServiceNow platform administration.
• ITSM module configuration.
• Flow Designer, Business Rules, Client Scripts, UI Policies, ACLs.
• Form and catalog item design.
• CMDB concepts.