Senior System Administrator - HAM/SAM

Senior System Administrator

A Senior System Administrator has the thorough knowledge to create plans to assure effective management, operations, and maintenance of systems and/or networks. Manage teams of system admins and able to prioritize work and identify high risk critical problems and dedicate appropriate resources. Has extensive knowledge of a wide variety of systems and networks to include high volume/high availability systems.

Provide technical expertise and leadership in the design, implementation, and ongoing support of the Department of Veterans Affairs (VA) Hardware Asset Management (HAM) and Software Asset Management (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. Provide mentorship and guidance to junior systems administrators and team members.

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). 5+ years of experience in systems administration, with a focus on ServiceNow or similar IT asset management, IT Service Management, HAM / SAM. In-depth knowledge of ServiceNow capabilities, particularly the HAM and SAM modules. Strong experience in installing, configuring, and upgrading enterprise-level software applications. Expertise in troubleshooting and resolving complex technical issues. Excellent 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 Public Trust Clearance. Must be a US Citizen or Green Card Holder.

ITIL v4 certification. Experience with cloud-based infrastructure and deployment. Knowledge of VA's organizational structure and IT environment.