ServiceNow System Administrator

LTS

17h•Remote

About The Position

LTS is seeking an experienced ServiceNow System Administrator to support the implementation, configuration, security, governance, and ongoing administration of the ServiceNow platform supporting a mission-critical Department of Veterans Affairs (VA) program. The ServiceNow System Administrator will play a key role in establishing foundational platform standards, administrative processes, environment controls, user and access governance, security configurations, integrations, and operational procedures. This individual will work closely with platform architects, developers, cybersecurity personnel, infrastructure teams, and program leadership to ensure the ServiceNow environment is secure, stable, supportable, compliant, and governed in alignment with VA OIT standards and federal cybersecurity requirements. This is an opportunity to help establish and mature a ServiceNow environment within a complex federal enterprise while contributing directly to platform reliability, security, governance, and modernization.

Requirements

Bachelor’s degree in Information Technology, Computer Science, Engineering, or a related field or equivalent relevant professional experience.
5+ years of system administration or platform administration experience within enterprise or federal environments.
3+ years of hands-on ServiceNow platform administration experience.
Demonstrated experience configuring ServiceNow users, groups, roles, ACLs, authentication, instance properties, plugins, notifications, scheduled jobs, integrations, and platform security controls.
Experience supporting ServiceNow implementations or initial platform setup across development, test, staging, and production environments.
Hands-on experience with ServiceNow instance upgrades, clones, health checks, release management, and configuration promotion.
Experience establishing or operating within a ServiceNow platform governance model, including configuration standards, change controls, and administrative procedures.
Knowledge of ServiceNow security architecture, least-privilege access design, audit logging, privileged access, and secure integration practices.
Experience supporting SSO and identity integrations, preferably with Active Directory and/or Microsoft Entra ID.
Knowledge of federal cybersecurity frameworks, STIGs, secure configuration practices, and ATO support activities.
Experience documenting platform configurations, administrative procedures, security controls, and operational standards.
Strong ServiceNow troubleshooting experience using platform logs, scheduled jobs, integration logs, and diagnostic capabilities.
Experience supporting VA, DoD, HHS, or other federal agencies is strongly desired.
Excellent communication and collaboration skills with the ability to work effectively across technical, cybersecurity, program, and government stakeholder teams.

Nice To Haves

ServiceNow Certified System Administrator (CSA) certification.
Additional ServiceNow certifications such as Certified Application Developer (CAD) or relevant implementation certifications.
Experience supporting VA systems and environments, including IAM and TRM-approved technologies.
Security+, ITIL, Microsoft, Red Hat, AWS, Azure Administrator, or other relevant technical certifications.
Experience with automation tools such as PowerShell, Bash, or Ansible.
Experience supporting cloud operations and modernization initiatives.

Responsibilities

Support the initial configuration and operationalization of ServiceNow instances across development, test, staging, and production environments, including platform settings, plugins, properties, user/group structures, and administrative standards.
Manage, configure, and maintain ServiceNow instances to ensure platform availability, performance, stability, security, and supportability.
Prepare and support ServiceNow instance clones, upgrades, health checks, patching, release activities, and other advanced platform administration activities.
Establish and administer controlled promotion of configuration changes between environments using approved ServiceNow deployment mechanisms and change processes.
Manage activation and configuration of ServiceNow plugins and platform capabilities in accordance with architecture, security, licensing, and governance requirements.
Monitor instance health, platform performance, diagnostics, scheduled jobs, logs, integrations, and technical debt; identify and remediate platform health findings.
Provide day-to-day platform administration, end-user provisioning, and primary ITSM ticket triage for ServiceNow-related requests and issues.
Help establish and enforce ServiceNow platform governance, including configuration standards, naming conventions, administrative procedures, development controls, environment management, and release processes.
Review proposed platform changes for alignment with ServiceNow architecture, security, governance, and configuration standards.
Maintain platform configuration records, administrative SOPs, environment diagrams, access matrices, operational runbooks, and other governance documentation.
Support change management processes, including CAB and RFC activities, in alignment with VA governance requirements.
Ensure ServiceNow configurations and connected technologies adhere to applicable VA TRM-approved technologies and standards.
Configure and maintain ServiceNow users, groups, roles, ACLs, and role-based access controls using least-privilege and separation-of-duties principles.
Support ServiceNow security controls, including authentication/SSO integrations, MFA dependencies, encryption, audit logging, privileged access, and secure configuration standards.
Establish and maintain controls for service accounts, privileged accounts, API credentials, certificates, and secrets, including access reviews and credential rotation.
Configure and maintain auditing, transaction logging, access logging, and supporting evidence required for security assessments and Authority to Operate (ATO) activities.
Support compliance with applicable VA cybersecurity policies, FISMA, NIST 800-53, Zero Trust principles, and VAAR/FAR requirements.
Partner with ISSOs and cybersecurity personnel on vulnerability remediation, POA&M updates, continuous monitoring, audit readiness, STIGs, CIS benchmarks, and secure configuration baselines.
Support ServiceNow integration with enterprise identity services, including Active Directory and Microsoft Entra ID.
Support and administer ServiceNow integrations using MID Servers, APIs, integration accounts, connection aliases, credentials, and endpoints.
Coordinate with VA cloud, network, database, identity, and infrastructure teams on dependencies affecting platform availability, security, disaster recovery, and continuity of operations.
Diagnose and resolve ServiceNow platform, integration, authentication, and application issues using system logs, transaction logs, scheduled job history, integration logs, and platform diagnostic capabilities.
Provide Tier 2/3 support for ServiceNow incidents, service requests, and escalations.
Collaborate with developers, architects, DevOps engineers, cybersecurity teams, network teams, and VA stakeholders to resolve cross-functional technical issues.
Participate in Agile ceremonies and contribute to iterative delivery cycles.
Recommend opportunities to improve platform performance, modernization, operational efficiency, security posture, and technical debt.