Note: The job is a remote job and is open to candidates in USA. LTS is seeking an experienced ServiceNow System Administrator to support the implementation, configuration, security, governance, and ongoing administration of a mission-critical ServiceNow platform for a Department of Veterans Affairs program. The role will establish platform standards, manage environments and integrations, administer access and security controls, troubleshoot issues, support compliance activities, and provide Tier 2/3 operational support.
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
Skills
- **Other Considerations:** U.S. Citizen or Permanent Resident Required with the ability to obtain a Public Trust
- • 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
- • 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
- • Excellent communication and collaboration skills with the ability to work effectively across technical, cybersecurity, program, and government stakeholder teams
- • Experience supporting VA, DoD, HHS, or other federal agencies is strongly desired
- • Experience supporting SSO and identity integrations, preferably with Active Directory and/or Microsoft Entra ID
- • 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
Benefits
- United States - Remote
- Access to cutting-edge tools and technologies
- Comprehensive benefits for you and your family
- A career path that rewards ambition and performance
Company Overview