Knox Systems, Inc.

Technical Project Manager

• Own the end-to-end customer onboarding lifecycle for Federal customers, from professional services kickoff through production go-live and transition to steady-state operations.
• Lead FedRAMP-aligned onboarding engagements, ensuring customer environments meet security, compliance, monitoring, incident response, and operational readiness requirements.
• Serve as the primary coordinator across Engineering, SRE, NOC, SOC, Security, and Compliance teams during customer onboarding.
• Drive onboarding meeting cadence with a clear, compliance-aware agenda—ensuring alignment, decision-making, and accountability.
• Manage detailed, multi-workstream project plans covering security controls, system integrations, access models, logging, monitoring, alerting, and incident response readiness.
• Proactively identify risks related to FedRAMP controls, operational gaps, or service readiness, escalating issues and driving mitigation plans.
• Act as a trusted technical and operational advisor to customers, helping them understand Knox’s Federal operating model, shared responsibility boundaries, and production expectations.
• Coordinate external stakeholders for technical deep dives, runbook reviews, security workflows, and go-live readiness assessments.
• Ensure all onboarding artifacts are complete and auditable, including documentation, meeting notes, action logs, and operational handoff materials.
• Ensure customer environments are fully integrated into Knox’s SRE, NOC, and SOC workflows, including monitoring, alerting, escalation, and incident response.
• Validate that customers understand and align with operational SLAs, incident management processes, and change management expectations.
• Support smooth transitions from onboarding to steady-state operations, ensuring no loss of context or accountability between teams.
• Serve as the connective tissue between implementation, operations, and customer success.

Technical Implementation Manager II – FedRAMP

ServiceNow

• Administer and maintain Knox’s ServiceNow platform, including ITSM modules, workflows, user access, forms, dashboards, reporting, and automation.
• Configure and support Incident, Problem, Change, Request, Knowledge Management, Service Catalog, and CMDB functionality.
• Partner with Customer Experience, Engineering, NOC, Security, Compliance, and Operations teams to improve operational workflows and service delivery processes.
• Build and maintain ServiceNow forms, business rules, client scripts, UI policies, ACLs, groups, roles, and workflow automations.
• Develop and maintain dashboards, operational reporting, KPIs, and customer support metrics.
• Support onboarding and operational workflows related to customer implementation, escalations, incident management, and compliance processes.
• Drive process improvement initiatives through workflow automation, tooling enhancements, and operational optimization.
• Support integrations, data imports, APIs, and automation workflows using Flow Designer, IntegrationHub, and REST APIs.
• Maintain CMDB accuracy and support operational asset management processes.
• Troubleshoot platform issues, manage upgrades and patching activities, and support platform governance initiatives.
• Create and maintain technical documentation, playbooks, workflow standards, and operational procedures.

Technical Implementation Manager II – FedRAMP

ServiceNow Administrator