Sr Service Mgmt Admin

geha; United States; On-site; USD 90,000 - 150,000; Full time

Job summary

Government Employees Health Association, Inc. (G.E.H.A) seeks a Senior Service Management Administrator to support and optimize the ServiceNow platform within Enterprise Services and Support.

You will be responsible for daily administration, configuration, and improvements across ITSM processes, catalog, and knowledge management, ensuring efficient service delivery. You will partner with business stakeholders to translate requirements into scalable configurations, support upgrades, and maintain

Qualifications

• Bachelor's degree or higher in IT, Business Admin, Risk Mgmt, or related field.
• 5-8 years of direct ServiceNow ITSM/ITOM/CMDB experience.
• Advanced knowledge of ServiceNow platform administration.

Responsibilities

• Provide day-to-day ServiceNow administration, monitoring, and production support.
• Triage incidents, service requests, defects, access needs, and enhancements.
• Configure users, groups, roles, forms, notifications, and core platform functions.
• Build and maintain Service Catalog items, record producers, and related workflows.
• Create reports and dashboards to support business operations and decision making.
• Assist with upgrades, patches, testing, and release activities.
• Maintain platform documentation and support procedures.
• Follow governance and security standards with maintainable configurations.

Skills

ServiceNow Administration

Platform Support

Incident Management

Change Management

Reports & Dashboards

Knowledge Management

Flow Designer

CMDB

Education

Bachelor's degree in IT/Business/Risk

Tools

ServiceNow

Job description

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

• 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 work