Sr IT Administrator

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 Now Administrator is a senior technical member of the Enterprise Services and Support team and reports to the Manager, Service Operations and Support. This position is responsible first for reliable day-to-day Service Now administration, production support, platform health, upgrades, troubleshooting, catalog development, configuration, and release quality. In addition, the role designs and delivers more complex solutions involving automation, integrations, custom or scoped applications, Strategic Portfolio Management, ITOM, CMDB and CSDM maturity, analytics, and emerging AI capabilities.

The successful candidate will be a hands-on, forward-thinking technical administrator who can solve complex problems, build scalable solutions, mentor teammates, and help translate the Service Now roadmap into sustainable business outcomes.

• Provide day-to-day administration, monitoring, maintenance, and production support for the Service Now 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.
• Lead troubleshooting of complex application, workflow, integration, performance, access, scripting, and data issues.
• Perform configuration, code, and solution reviews to improve platform quality, security scalability, maintainability, and upgradeability.
• Mentor administrators through technical guidance, peer review, documentation, demonstrations, and knowledge transfer.

• Design and support workflow automation, integrations, reusable components, and custom or scoped applications using approved Service Now development practices.
• Configure and enhance Strategic Portfolio Management capabilities, including demand, project, program, portfolio, resource, agile, application portfolio, roadmap, objectives, and outcome tracking.
• Support ITOM capabilities including Discovery, MID Servers, Service Mapping, Event Management, service health, and operational visibility.
• Advance CMDB and CSDM maturity through data-quality controls, identification and reconciliation practices, service modeling, certification, and governance.
• Develop and support integrations using Integration Hub, REST, SOAP, webhooks, SSO, SFTP, JDBC, and other approved technologies.
• Create advanced Platform Analytics, portfolio, service health, operational, adoption, and executive reporting solutions.
• Evaluate and implement practical uses of App Engine, ATF, source control, Now Assist, Virtual Agent, AI Search, intelligent automation, and AI agents with appropriate security, testing, monitoring, and human oversight.

• 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,…