Sr Service Mgmt Admin

Government Employees Health Association, Inc. (G.E.H.A) is a nonprofit member association that provides health and dental benefits that millions of federal employees and retirees, military retirees and their families have counted on since 1937. Offering one of the largest health and dental benefit provider networks available to federal employees in the United States, G.E.H.A empowers health and wellness by meeting its members where they are, when they need care.

G.E.H.A has one mission: To empower federal workers to be healthy and well.

The Senior Service Management Administrator is a member of the Enterprise Services and Support team and reports to the Manager, Service Operations and Support. This position is an administration-first role responsible for the daily support, maintenance, configuration, and continuous improvement of the ServiceNow platform and related service management processes. The role builds catalog items, workflows, reports, dashboards, knowledge, and other solutions needed for effective business operations. The successful candidate will be a capable ServiceNow administrator who collaborates well, partners effectively with the business, and proactively identifies opportunities to improve service delivery and user experience. After core platform responsibilities, the role provides specialty support for ITSM processes, catalog and knowledge management, reporting, CMDB, asset management, and related operational capabilities.

SKILLS

ServiceNow Administration and Platform Support

·    Provide day-to-day administration, monitoring, maintenance, and production support for the ServiceNow platform.

·    Triage and resolve platform incidents, service requests, defects, access needs, user questions, and assigned enhancement work.

·    Configure and maintain users, groups, roles, forms, lists, notifications, assignment rules, system properties, scheduled jobs, and other core platform functions.

·    Build and maintain Service Catalog items, record producers, order guides, variables, approvals, fulfillment tasks, notifications, and related workflows.

·    Create and maintain reports, dashboards, knowledge content, and user-facing platform experiences that support business operations.

·    Gather and clarify requirements and translate approved business needs into scalable configurations using out-of-box functionality, Flow Designer, and approved development practices.

·    Support upgrades, patches, clones, plugin deployments, testing, release activities, production validation, and post-release issue resolution.

·    Maintain technical documentation, support procedures, configuration records, test evidence, and knowledge articles.

·    Follow platform governance, security, change, testing, and release standards while favoring maintainable configuration over unnecessary customization.

Specialty Responsibilities

After core platform administration responsibilities, this role provides focused support and capability development in the following areas:

·    Support Incident, Request, Problem, Change, Knowledge, Service Catalog, Asset, and Configuration Management processes.

·    Partner with process owners to maintain workflows, controls, measurements, documentation, and continual improvement plans.

·    Create operational reports and dashboards that support service performance, workload visibility, process health, and decision-making.

·    Assist with CMDB and asset data quality, lifecycle activities, reconciliation, and governance practices.

·    Support Employee Center, knowledge, search, forms, and self-service experiences.

·    Identify opportunities for low-code automation and process improvement using Flow Designer and other approved ServiceNow capabilities.

Teamwork, Innovation, and Business Partnership

·    Work collaboratively across Enterprise Services and Support, sharing ownership of platform support and assisting teammates when priorities require it.

·    Partner with business stakeholders, process owners, technology teams, security, enterprise architecture, and vendors to translate business needs into supportable solutions.

·    Participate in peer reviews, troubleshooting, documentation, cross-training, and knowledge-sharing activities.

·    Stay current on ServiceNow releases and capabilities, identify practical improvement opportunities, and recommend approaches that reduce manual work and technical debt.

·    Demonstrate a customer-focused, forward-thinking, team-first approach with accountability, curiosity, sound judgment, and a commitment to continuous learning.

Knowledge, Skills, and Abilities:

• Education: Bachelor’s degree in information technology, Business Administration, Risk Management, or a related field. Additional years of relevant experience may be considered in lieu of formal education.
• Experience: Requires 5-8 years of direct experience with ServiceNow Configuration Management, Release Management, or IT Service Management (ITSM) processes.
• Technical Expertise:
  • Advanced knowledge of ServiceNow platform administration, including workflows, forms, scripts, integrations, and reporting.
  • Working knowledge of application development technologies, including web-based, client-server, and cloud-based architectures.
  • Familiarity with ServiceNow discovery, integrations, and automation processes to ensure system data accuracy and alignment with business services.
• Process Knowledge:
  • Extensive understanding of ITIL best practices, Release Management methodologies, IT security standards, and IT audit requirements.
  • Proven ability to define and manage SLAs/OLAs, KPIs, and performance reporting within an IT Service Management environment.
• Analytical and Critical Thinking Skills: Strong ability to perform audits, analyze data, and identify areas of improvement, delivering measurable results.
• Collaboration and Communication:
  • Effective verbal and written communication skills to explain technical concepts, recommend process improvements, and document solutions.
  • Proven ability to collaborate with cross-functional teams and articulate technical and business impacts to stakeholders at all levels.
• Leadership: Ability to mentor junior team members and contribute to the overall growth and maturity of the ServiceNow platform within the organization.

Work-at-home requirements

• Must have the ability to provide a non-cellular High Speed Internet Service such as Fiber, DSL, or cable Modems for a home office.

• A minimum standard speed for optimal performance of 30x5 (30mpbs download x 5mpbs upload) is required.

• Latency (ping) response time lower than 80 ms

• Hotspots, satellite and wireless internet service is NOT allowed for this role.

• A dedicated space lacking ongoing interruptions to protect member PHI / HIPAA information

How we value you

• Competitive pay/salary ranges

• Incentive plan

• Health/Vision/Dental benefits effective day one

• 401(k) retirement plan:  company match – dollar for dollar up to 4% employee contribution (pretax or Roth options) plus a 6% annual company contribution   

• Robust employee well-being program

• Paid Time Off

• Personal Community Enrichment Time

• Company-provided Basic Life and AD&D

• Company-provided Short-Term & Long-Term Disability

• Tuition Assistance Program

While this is a remote opportunity, at this time G.E.H.A does not hire employees from U.S. territories or the following states: Alaska, Hawaii, California, Washington, Oregon, Colorado, Wyoming, Montana, New York, Connecticut, Vermont, Pennsylvania, Maine.

Please note that the salary information is a general guideline only.  G.E.H.A considers factors such as (but not limited to) scope and responsibilities of the position, candidate’s work experience, education/training, key skills, internal peer equity, as well as, market and business considerations when extending an offer.

The target hiring range for this position is $92,429 - $116,929 USD. At G.E.H.A, the current maximum salary for this role is $130,292 USD. While initial compensation may vary based on experience and qualifications, there is a path to work toward this top rate through performance and continued growth within the organization.

G.E.H.A is an Equal Opportunity Employer, which means we will not discriminate against any individual based on sex, race, color, national origin, disability, religion, age, military status, genetic information, veteran status, pregnancy, marital status, gender identity, and sexual orientation, as well as all other characteristics and qualities protected by federal, state, or local law. G.E.H.A will not discriminate against employees or applicants because they have inquired about, discussed, or disclosed their compensation or the compensation of another employee or applicant. We are committed to creating an inclusive environment for all employees.

G.E.H.A is headquartered in Lee's Summit, Missouri, in the Kansas City area. We recognize the importance of balance and flexibility and offer hybrid and work-from-home options for many of our roles.