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 Team Lead – ServiceNow Platform works under the direction of the Manager – Service Management and provides hands-on leadership for a team of ServiceNow developers, administrators, analysts, and support specialists. This role is responsible for the administration, development, support, and continuous improvement of the ServiceNow platform, ensuring alignment with business objectives, governance standards, and best practices. The Team Lead drives the delivery and optimization of ServiceNow processes and capabilities, including Incident, Request, Change, Problem, Knowledge, CMDB, Service Catalog, Asset Management, and platform integrations, while serving as a key liaison between business stakeholders, leadership, and technical teams to promote operational excellence, platform stability, process consistency, and continuous improvement.
- Provide day-to-day supervision, mentorship, and guidance to team members with varied technical skills and experience levels, ensuring alignment with departmental goals and priorities.
- Lead, motivate, and develop a diverse team, fostering an inclusive, collaborative, and high-performing work environment.
- Assist in scheduling, workload distribution, and resource planning to support both operational work and project-based initiatives.
- Conduct regular one-on-one check-ins to provide feedback, support professional development, and address performance or skill gaps.
- Act as the first escalation point for technical, operational, or ServiceNow platform-related issues.
- Promote accountability, ownership, and continuous learning within the team.
- Lead ServiceNow development and implementation efforts, including planning, design, configuration, testing, deployment, and post-implementation support.
- Partner with business and IT stakeholders to translate requirements into effective ServiceNow solutions.
- Provide technical leadership and guidance on ServiceNow best practices, platform capabilities, and implementation standards.
- Coordinate and oversee work performed by team members contributing to ServiceNow configuration, integrations, workflows, and enhancements.
- Ensure implementations align with platform governance, security standards, and long-term scalability.
- Assist the manager in overseeing ITIL processes such as Incident Management, Request Management, Change Management, Knowledge Management, Configuration Management, and Asset Management.
- Act as a subject matter expert (SME) and point of contact for process adherence, ensuring consistent execution of workflows and best practices.
- Identify opportunities for process and platform improvements, leading initiatives to enhance efficiency, automation, and customer experience.
- Conduct regular audits and reviews to ensure compliance with SLAs, OLAs, and operational metrics.
- Provide hands-on leadership and guidance in the use of the ServiceNow platform for ticketing, reporting, and automation.
- Oversee the health, accuracy, and governance of the CMDB, ensuring configuration items (CIs) and relationships are properly maintained.
- Collaborate with management to enhance CMDB maturity, data quality, and usage across the organization.
- Track and analyze team and platform performance metrics, including KPIs and SLAs.
- Provide actionable insights and recommendations to leadership to drive continuous improvement.
- Monitor workloads, ticket queues, and project progress to ensure timely delivery and prioritization.
- Champion a culture of customer service excellence through professional, respectful, and solution-oriented engagement.
- Collaborate with internal and external partners to resolve escalations, support implementations, and improve service outcomes.
- Serve as a communication bridge between technical teams, leadership, and business stakeholders.
Qualifications:
Education and Experience
- Bachelor’s degree in Computer Information Systems, Computer Science, Information Technology, or a related field.
- Additional years of relevant professional experience may be considered in lieu of formal education.
- Minimum of 5 years of relevant experience in IT Service Management, application support, project analysis, application development, or application programming within an enterprise environment.
- At least 3 years of experience leading or contributing to projects, including working cross-functionally to successfully deliver key initiatives or platform implementations.
ServiceNow and ITSM Experience
- Strong experience with ServiceNow as the primary Service Management platform, including incident management, service catalog, workflow automation, reporting, and platform administration.
- Demonstrated leadership in ServiceNow development and implementation efforts, including requirements gathering, configuration, testing, deployment, and post-implementation support.
- Hands-on experience supporting or managing CMDB, Asset Management, and related ITSM processes within ServiceNow.
- Solid understanding of ITIL principles and service management best practices, with the ability to apply them in day-to-day operations and platform design.
Leadership, Skills, and Competencies
- Proven ability to lead, mentor, and develop team members with diverse skills, experience levels, and professional backgrounds.
- Strong problem-solving skills, with the ability to lead teams effectively in high-pressure or high-visibility situations.
- Experience tracking and utilizing performance metrics, KPIs, SLAs, and reporting to drive continuous improvement.
- Excellent verbal, written, and interpersonal communication skills, with a strong focus on customer service and stakeholder satisfaction.
- Ability to manage competing priorities across operational work, project delivery, and platform enhancement initiatives.
- Familiarity with service management tools and related technologies beyond ServiceNow is a plus.
Required Certifications:
- ServiceNow Certified System Administrator (CSA) – required
- At least one ServiceNow Implementation certification (e.g., ITSM Implementer, CSM Implementer, HRSD Implementer, or equivalent)
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 $126,147 - $159,583 USD. At G.E.H.A, the current maximum salary for this role is $177,821 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.
