[Hiring] Senior Service Management Administrator @GEHA Health

Role Description

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.

Qualifications

• Bachelor’s degree in information technology, Business Administration, Risk Management, or a related field.
• 5-8 years of direct experience with ServiceNow Configuration Management, Release Management, or IT Service Management (ITSM) processes.

Requirements

• 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.

Benefits

• 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