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 Service Now 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 Service Now 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.

• 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.

• 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 Service Now capabilities.

• Work collaboratively across Enterprise Services and…