Department: Operations

Location: Hybrid (Tuesday-Thursday) in Woburn, MA preferred. All other US
locations require travel to Woburn MA once per month.

Classification: Full-Time, Exempt

Estimated Annual Salary: $135,000 - $175,000

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.

Role Overview
At Knox Systems, we empower SaaS providers that serve U.S. Government customers by
delivering secure, modern, and compliance-ready cloud services. As a specialized CSP/MSP for Gov-focused SaaS organizations, we help our partners achieve operational excellence, meet federal requirements, and deliver high-quality digital experiences to their government end users.

We are expanding our ServiceNow practice and seeking a ServiceNow Developer/System
Administrator with deep platform expertise—including ITSM, CMDB, CSM, Change
Management, Service Catalog, Customer Portals, and automated workflows. The ideal
candidate is a hands-on technologist with strong development skills, extensive experience
supporting federal customers, and the ability to operate in a dynamic, cloud-focused
environment.

Primary Responsibilities
ServiceNow Development & Administration

• Develop, configure, enhance, and administer ServiceNow modules including:

  • Incident, Problem, Change, Request, CMDB, Knowledge

  • Customer Service Management (CSM) including Case Management

  • Service Catalog & Service Portal

• Build and maintain Forms, Workflows, UI Policies, Business Rules, Script
  Includes, Groups, Roles, ACLs, and Views.

• Create and improve Dashboards, Performance Analytics metrics, and scheduled
  reporting.

• Design and maintain CMDB structures, reconciliation rules, cloud-specific data
  models, and integration points.

• Integrate data from cloud providers such as AWS and Azure—including resource
  inventories, configuration metadata, asset lifecycle data, and tagging structures
  —into a unified and accurate CMDB.

• Build and maintain integrations with multiple data sources, including cloud APIs
  and monitoring/observability platforms ensuring strong data quality and
  normalization across all configuration items.

• Develop high-quality Service Portals, widgets, and custom UI components using
  AngularJS and ServiceNow APIs.

• Implement automated request fulfillment, case intake workflows, and customer
  self-service experiences.

• Implement workflows using Flow Designer, IntegrationHub, Scripted REST APIs,
  and orchestration capabilities.

• Automate multi-system tasks and align platform functions with cloud operational
  workflows and DevOps practices.

• Support platform upgrades, patching, and continuous improvement.

• Follow Knox Systems’ development standards, Configuration Management
  policies, and Agile practices.

• Troubleshoot issues, perform root-cause analysis, and resolve platform and
  integration problems.

• Work closely with engineers, analysts, PMs, and senior technical staff in an Agile
  environment.

• Provide clear technical guidance to customers and senior leadership.

• Present technical concepts in non-technical terms to government stakeholders.

• Mentor junior developers and collaborate with senior ServiceNow SMEs.
  

Requirements

Required Qualifications

• Bachelor’s degree in Computer Science, Engineering, Information Systems, or
  related technical field, or equivalent experience.

• 4–8 years of professional experience (2–6 with a Master’s), or additional
  experience in lieu of a degree

• 4+ years of ServiceNow development.

• Expertise with ServiceNow APIs for custom solutions and integrations.

• Experience with ServiceNow: ITSM, Customer Service Management, CMDB,
  Domain Separation, Service Catalog, Service Portals, Performance Analytics,
  Service Portal development, Flow Designer, ServiceNow upgrades and release
  management

• Excellent customer service and independent problem-solving capability.

• Ability to multitask and manage multiple priorities in fast-paced environments.

• Strong communication and documentation skills.

• Ability to learn, adapt, and incorporate mentoring guidance.

• Experience working in Agile/Scrum environments.

• Must be a U.S. Citizen living in the United States. Dual Citizenship prohibited.

• ServiceNow Certified System Administrator (CSA)

• ServiceNow Certified Application Developer (CAD)
  

Preferred Qualifications

• Minimum two (2) ServiceNow Certified Implementation Specialist (CIS)
  certifications (e.g., ITSM, ITOM, CSM, SecOps)

• Experience deploying, configuring, or supporting ServiceNow environments for
  Cloud Service Providers (CSPs) or Managed Service Providers (MSPs).

• Background supporting multi-tenant or customer-segmented ServiceNow
  implementations for cloud-based service operations.

Hiring Requirement: Due to the nature of our work with federal government clients and compliance with applicable regulations, this position requires U.S. citizenship. Candidates must be able to provide documentation verifying U.S. citizenship status as part of the background check process.

Any offer of employment is contingent upon the successful completion of all required pre-employment screenings, including a background check, in accordance with applicable laws and government contract requirements.

Benefits & Perks

Knox offers a competitive employee benefits package including Medical, Dental, Vision, Life & Disability, unlimited PEO, and an employee funded 401k plan. Please note, benefits are subject to change.

We are an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. Employment decisions are made without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, disability, veteran status, or any other legally protected status.

Compensation Range: $135K - $175K