ServiceNow Developer

Overview

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.

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 Service Now practice and seeking a Service Now 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.

Service Now Development & Administration

• Develop, configure, enhance, and administer Service Now 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 Angular
  
  JS and Service Now APIs.
• Implement automated request fulfillment, case intake workflows, and customer self-service experiences.
• Implement workflows using Flow Designer, Integration Hub, Scripted REST APIs, and orchestration capabilities.
• Automate multi-system tasks and align platform functions with cloud operational workflows and Dev Ops 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 Service Now SMEs.

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…