ServiceNow Self Service Specialist

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About this Role:

The Service Now Self Service Specialist will support design, configuration, enhancement, and maintenance of Service Now 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 Service Now 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 Service Now self-service functionality, business process design, and federal HR operational requirements.

Key Responsibilities:

• Configure, maintain, and enhance Service Now 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.
• 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.
• Work with business analysts and HR stakeholders to gather and validate requirements.
• Collaborate with technical teams to integrate Service Now self-service with other HHS systems.
• Serve as a subject matter expert (SME) for Service Now self-service features.
• Provide system demonstrations, process walkthroughs, and solution recommendations.
• 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.
• Configure and maintain role-based access for self-service functionality in compliance with federal security requirements.
• Work with security administrators to enforce Service Now 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.
• Bachelor’s degree in Information Systems, HR Systems, Computer Science, or related field.
• 5+ years of experience working with Service Now 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 Service Now or Jira.
• Certifications:
  
  Service Now HCM, HRIP, or SHRM-CP a plus.

Benefits:

• 401(k) matching
• Competitive salary
• Health insurance
• Paid time off

Flexible work from home options available.