ServiceNow System Administrator

• 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.

• 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.

• 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.

The opportunity to support high visibility federal missions in IT and healthcare
A culture that values innovation, growth, collaboration, and quality
Access to cutting-edge tools and technologies
Comprehensive benefits for you and your family
A career path that rewards ambition and performance

If you’re ready to push boundaries, sharpen your skills, and join a team that is passionate about building what’s next, we’d love to meet you. Apply today and let’s build a future together!