System Administrator - HAM/SAM

System Administrator

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.

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.

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 implementing 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.

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.