ServiceNow System Administrator

Location:

United States - Remote Other Considerations: U.S. Citizen or Permanent Resident Required with the ability to obtain a Public Trust

LTS is seeking an experienced Service Now System Administrator to support the implementation, configuration, security, governance, and ongoing administration of the Service Now platform supporting a mission-critical Department of Veterans Affairs (VA) program. The Service Now 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 Service Now 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 Service Now environment within a complex federal enterprise while contributing directly to platform reliability, security, governance, and modernization.

• Support the initial configuration and operationalization of Service Now instances across development, test, staging, and production environments, including platform settings, plugins, properties, user/group structures, and administrative standards.
• Manage, configure, and maintain Service Now instances to ensure platform availability, performance, stability, security, and supportability.
• Prepare and support Service Now 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 Service Now deployment mechanisms and change processes.
• Manage activation and configuration of Service Now 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 Service Now-related requests and issues.
• Help establish and enforce Service Now platform governance, including configuration standards, naming conventions, administrative procedures, development controls, environment management, and release processes.
• Review proposed platform changes for alignment with Service Now 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 Service Now configurations and connected technologies adhere to applicable VA TRM-approved technologies and standards.
• Configure and maintain Service Now users, groups, roles, ACLs, and role-based access controls using least-privilege and separation-of-duties principles.
• Support Service Now 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 Service Now integration with enterprise identity services,…