System Administrator - HAM

A System Administrator must have experience in conducting routine system administration 
tasks and logging data in system admin logs. Systems administrators are responsible for 
maintaining system efficiency. Experience in maintaining troubleshooting a wide variety of 
systems and networks to include high volume/high availability systems. Must have 
knowledge on a number of debugging protocols and processes. Must be able to troubleshoot 
problems and issues identified by customers and implement corrective actions quickly.
Description
• Provide technical expertise and leadership in the design, implementation, and 
ongoing support of the VA's HAM and SAM solution within the ServiceNow platform.
• Ensure the availability, performance, and security of the ServiceNow HAM and SAM 
environment, proactively identifying and resolving any issues that arise.
• Install, configure, and upgrade ServiceNow components, including the HAM and 
SAM modules, ensuring compliance with VA standards and security policies.
• Develop and maintain detailed system documentation, including user guides, 
procedures, and technical specifications.
• Provide technical support and troubleshooting to end-users, resolving issues 
efficiently and effectively.
• Monitor system performance and capacity, proactively identifying and addressing 
potential bottlenecks or performance issues.
• Collaborate with the VA's IT security team to implement and maintain security 
controls and ensure compliance with regulatory requirements.
• Perform regular system audits and assessments to identify potential risks and 
vulnerabilities, recommending and implementing necessary corrective actions.
• Stay abreast of the latest developments in ServiceNow, HAM, and SAM technologies, 
recommending upgrades and enhancements as needed.
• Collaborate with stakeholders to develop test scenarios, test cases, and expected 
results.
• Execute test scripts and procedures to validate the functionality, performance, and 
security of the deployed solution.
• Analyze test results, identify and report defects, and track them to resolution.
• Document and communicate test findings and recommendations to relevant 
stakeholders.
• Assist in the development and implementation of a test automation strategy for the 
HAM and SAM solution.
Requirements
• Bachelor's degree in computer science, electronics engineering or other engineering 
or technical discipline is required (8 years of additional relevant experience may be 
substituted for education).
• Knowledge of conducting routine system administration tasks, logging data, 
maintaining system efficiency, troubleshooting systems and networks issues, 
debugging protocols and processes
• Knowledge of troubleshooting problems and issues identified by customers and 
implement corrective actions quickly.
• Good communication and interpersonal skills, with the ability to effectively interact 
with both technical and non-technical stakeholders.
• Strong analytical and problem-solving skills, with the ability to identify and resolve 
issues proactively.
• Ability to work independently and as part of a team.
• Ability to obtain and maintain a Public Trust Clearance.
• Must be a US Citizen or Green Card Holder.
Preferred:
• Knowledge of cloud-based infrastructure and deployment.
• Knowledge of VA's organizational structure and IT environment.
• Knowledge of operational testing and test automation tools.
• Knowledge of ServiceNow platform or similar IT Asset Management capabilities, 
particularly the Hardware Asset Management (HAM) and Software Asset 
Management (SAM) modules.
• Knowledge in installing, configuring, and upgrading enterprise-level software 
applications.
• ITIL v4 or similar certification