[Remote] Sr Service Mgmt Admin

Note: The job is a remote job and is open to candidates in USA. Government Employees Health Association, Inc. (G.E.H.A) is hiring a Senior Service Management Administrator to administer, maintain, and improve its ServiceNow platform and related service management processes. The role builds platform solutions and supports ITSM processes, reporting, configuration and asset management, and service delivery improvements.

Responsibilities

• 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
• 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
• 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

Skills

• 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
• Requires 5-8 years of direct experience with ServiceNow Configuration Management, Release Management, or IT Service Management (ITSM) processes
• 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
• 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
• Strong ability to perform audits, analyze data, and identify areas of improvement, delivering measurable results
• 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
• Ability to mentor junior team members and contribute to the overall growth and maturity of the ServiceNow platform within the organization

Benefits

• 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
• Remote opportunity
• Hybrid and work-from-home options

Company Overview

• G.E.H.A is one of the largest benefits providers offering medical and dental plans for federal employees, retirees and their dependents. It was founded in 1937, and is headquartered in Lees Summit, Missouri, USA, with a workforce of 501-1000 employees. Its website is https://geha.com/.

Company H1B Sponsorship

• GEHA Health has a track record of offering H1B sponsorships, with 1 in 2026, 1 in 2025, 2 in 2024, 2 in 2023, 6 in 2021. Please note that this does not guarantee sponsorship for this specific role.

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