Website Knox Systems
IT Administrator (ServiceNow & SaaS Systems Specialist)Overview
We are seeking a talented and versatile IT Administrator to manage, optimize, and secure our cloud-based IT ecosystem. The ideal candidate will bring deep expertise in ServiceNow administration, Okta identity management, and Google Workspace, with a strong understanding of collaboration, automation, and incident response tools such as Slack, PagerDuty, Zoom, GitHub, and Atlassian (Jira/Confluence).
This role is both strategic and hands-on — you’ll ensure the reliability, integration, and performance of our critical systems while driving operational efficiency and an excellent end-user experience across the organization.
Key Responsibilities
• ServiceNow Administration & ITSM – Administer and enhance ServiceNow ITSM modules, including Incident, Change, Problem, Request, Case, and CMDB. Design and maintain Service Catalogs, custom case portals, and self-service workflows aligned with ITIL best practices. Develop and maintain custom workflows, scripts (Glide, JavaScript), and integrations with tools such as Slack, PagerDuty, Okta, Atlassian, and GitHub to improve automation, visibility, and incident response. Manage incident and change processes, ensure accurate CMDB data, and build dashboards to track SLAs, service metrics, and operational health.
• SaaS Platform & Collaboration Tools – Administer and optimize Google Workspace, Slack, Zoom, Atlassian (Jira/Confluence), and GitHub Enterprise, managing provisioning, access controls, integrations, and security policies. Oversee PagerDuty for alerting, escalation, and on-call rotations, supporting proactive incident prevention and post-incident analysis.
• Identity & Access Management – Manage Okta for SSO, MFA, and lifecycle automation; maintain SCIM and API-based integrations with core systems including Google Workspace, ServiceNow, GitHub, and other SaaS applications. Automate onboarding and offboarding workflows to improve identity governance and efficiency.
• Automation & Process Improvement – Use PowerShell, Python, or APIs to automate administrative tasks, streamline IT workflows, and drive process consistency. Identify and implement opportunities to standardize, document, and continuously improve IT operations.
• Support, Documentation & Incident Response – Maintain accurate system documentation, runbooks, and change records. Participate in post-incident reviews to drive root cause analysis, service reliability, and process improvement.
Qualifications
Experience:
• 4+ years in IT systems or SaaS administration.
• 2+ years of ServiceNow administration and development, with hands-on ITSM configuration.
• Experience with Okta, Google Workspace, and at least two collaboration or incident tools (Slack, PagerDuty, Atlassian, Zoom, GitHub).
Technical Skills:
• Strong proficiency in ServiceNow configuration and administration, including ITSM, Service Catalog, Case, and Portal development.
• Expertise in Okta SSO/MFA, lifecycle management, and SCIM provisioning.
• Experience managing Google Workspace, Slack, Zoom, PagerDuty, GitHub, and Atlassian tools.
• Working knowledge of workflow automation, scripting (JavaScript, Python, PowerShell), and REST API integrations.
• Solid understanding of IT security, compliance, and ITIL/ITSM best practices.
Certifications (Preferred):
• ServiceNow Certified System Administrator (CSA)
• Okta Certified Administrator
• Google Workspace Administrator
• Atlassian Certified Jira Administrator
Attributes for Success
• Excellent troubleshooting and problem-solving skills.
• Strong communication and cross-functional collaboration abilities.
• Highly organized, detail-oriented, and proactive.
• A passion for automation, service excellence, and continuous improvement.
Job Type: Full-time
Pay: $80,000.00 – $110,000.00 per year
Work Location: Hybrid remote in Woburn, MA 01801
To apply for this job please visit www.glassdoor.com.