ServiceNow Self Service Specialist
Company: IMAGINEEER LLC
Location: Washington
Posted on: February 13, 2026
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Job Description:
Job Description Job Description Benefits: 401(k) matching
Competitive salary Health insurance Paid time off About this Role:
The ServiceNow Self Service Specialist will support design,
configuration, enhancement, and maintenance of ServiceNow Self
Service modules for a large-scale enterprise system at the U.S.
Department of Health and Human Services (HHS). This role ensures
seamless functionality and user experience for Employee Self
Service (ESS) and Manager Self Service (MSS) capabilities within
the ServiceNow Human Capital Management (HCM) environment. The
specialist will collaborate with HR functional teams, business
stakeholders, and technical development teams to implement
user-centric enhancements, workflow automation, security
configurations, and system integrations. This role requires a
strong understanding of ServiceNow self-service functionality,
business process design, and federal HR operational requirements.
Key Responsibilities: Self Service Configuration & Support
Configure, maintain, and enhance ServiceNow Employee Self Service
(ESS) and Manager Self Service (MSS) modules. Support workflows
related to personnel actions, time and labor, benefits enrollment,
direct deposit, performance management, and approvals. Analyze and
implement functional requirements for business-driven enhancements.
Troubleshoot and resolve user issues related to self-service
functionality. System Enhancements & Testing Participate in system
upgrades, image updates, and patch testing. Conduct regression and
functional testing for new configurations or enhancements.
Collaborate with developers to design, test, and validate
customizations impacting self-service functions. Perform root cause
analysis and continuous improvement assessments. Stakeholder
Collaboration Work with business analysts and HR stakeholders to
gather and validate requirements. Collaborate with technical teams
to integrate ServiceNow self-service with other HHS systems. Serve
as a subject matter expert (SME) for ServiceNow self-service
features. Provide system demonstrations, process walkthroughs, and
solution recommendations. Documentation & Training Create and
maintain system documentation, job aids, and configuration guides.
Support training initiatives for end users and HR support staff.
Assist in developing standard operating procedures (SOPs) and
knowledge base articles. Security & Compliance Configure and
maintain role-based access for self-service functionality in
compliance with federal security requirements. Work with security
administrators to enforce ServiceNow row-level and role security .
Ensure compliance with FISMA, OMB, HHS policy, and system audit
requirements. Qualifications and Skills: U.S. Citizen and ability
to obtain and maintain a Public Trust clearance . Bachelors degree
in Information Systems, HR Systems, Computer Science, or related
field. 5 years of experience working with ServiceNow HCM ,
including Self Service modules . Hands-on experience configuring
ESS/MSS , workflow approvals, delegation functionality, and Fluid
UI. Strong understanding of HR processes and federal
workforce/personnel operations. Experience gathering business
requirements and developing functional design documents. . Strong
analytical and problem-solving skills with attention to detail.
Excellent communication skills and ability to work with both
technical and business teams. Desired Skills and Competencies:
Experience working in federal government HR systems , preferably
with HHS or other civilian agencies. . Familiarity with Acquisition
of HR data, payroll, labor distribution, or time reporting modules
. Knowledge of integration tools such as Integration Broker or Web
Services. Experience with ticketing systems such as ServiceNow or
Jira. Certifications: ServiceNow HCM , HRIP , or SHRM-CP a plus.
Flexible work from home options available.
Keywords: IMAGINEEER LLC, Germantown , ServiceNow Self Service Specialist, IT / Software / Systems , Washington, Maryland
