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 ServiceNow 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 ServiceNow 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 ServiceNow roadmap into sustainable business outcomes.

SKILLSServiceNow 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.

·    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.

Specialty Responsibilities

After core platform administration responsibilities, this role provides focused support and capability development in the following areas:

·    Design and support workflow automation, integrations, reusable components, and custom or scoped applications using approved ServiceNow 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 IntegrationHub, 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.

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.

Required Qualifications

·    Bachelor's degree in Information Technology, Computer Science, Software Engineering, Information Systems, Business Administration, or a related field; relevant experience may be considered in place of formal education.

·    Six or more years of progressive ServiceNow administration, development, implementation, or consulting experience.

·    Advanced hands-on experience administering and configuring ServiceNow in a production enterprise environment.

·    Experience building catalog solutions, flows, scripts, integrations, reports, dashboards, and other business-required platform enhancements.

·    Strong working knowledge of JavaScript and common ServiceNow development and troubleshooting tools.

·    Demonstrated ability to independently lead technical work from requirements and design through testing, deployment, documentation, and production support.

·    Strong analytical, communication, mentoring, stakeholder partnership, and team collaboration skills.

Preferred Qualifications

·    ServiceNow Certified System Administrator required.

·    ServiceNow Certified Application Developer preferred.

·    Implementation certification or meaningful hands-on experience in SPM, ITSM, Discovery, Service Mapping, CMDB, ITOM, HAM, SAM, or another relevant product area.

·    Experience with Flow Designer, IntegrationHub, App Engine, ATF, source control, Platform Analytics, Now Assist, Virtual Agent, AI Search, or AI agents.

·    ITIL Foundation certification and experience in a regulated, audited, or security-sensitive environment.

Work-at-home requirements

• Must have the ability to provide a non-cellular High Speed Internet Service such as Fiber, DSL, or cable Modems for a home office.

• A minimum standard speed for optimal performance of 30x5 (30mpbs download x 5mpbs upload) is required.

• Latency (ping) response time lower than 80 ms

• Hotspots, satellite and wireless internet service is NOT allowed for this role.

• A dedicated space lacking ongoing interruptions to protect member PHI / HIPAA information

How we value you

• 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

While this is a remote opportunity, at this time G.E.H.A does not hire employees from U.S. territories or the following states: Alaska, Hawaii, California, Washington, Oregon, Colorado, Wyoming, Montana, New York, Connecticut, Vermont, Pennsylvania, Maine.

Please note that the salary information is a general guideline only.  G.E.H.A considers factors such as (but not limited to) scope and responsibilities of the position, candidate’s work experience, education/training, key skills, internal peer equity, as well as, market and business considerations when extending an offer.

The target hiring range for this position is $108,696 - $137,507 USD. At G.E.H.A, the current maximum salary for this role is $153,222 USD. While initial compensation may vary based on experience and qualifications, there is a path to work toward this top rate through performance and continued growth within the organization.

G.E.H.A is an Equal Opportunity Employer, which means we will not discriminate against any individual based on sex, race, color, national origin, disability, religion, age, military status, genetic information, veteran status, pregnancy, marital status, gender identity, and sexual orientation, as well as all other characteristics and qualities protected by federal, state, or local law. G.E.H.A will not discriminate against employees or applicants because they have inquired about, discussed, or disclosed their compensation or the compensation of another employee or applicant. We are committed to creating an inclusive environment for all employees.

G.E.H.A is headquartered in Lee's Summit, Missouri, in the Kansas City area. We recognize the importance of balance and flexibility and offer hybrid and work-from-home options for many of our roles.