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Added 3 mins ago
Plant Operator Renewable Natural Gas
TransTech Energy
Durham, NC
…and management industries. Since 2007, ESI has specialized in design, construction, and operations for biogas projects that collectively produce over one million MWh of renewable…
Added 7 mins ago
Engineering Operation Technician
Amazon Data Services, Inc.
Jeffersonville, OH
…systems, CRAC, centrifugal chillers, cooling towers/water chemical system, air handlers and associated systems, pumps, &…
Added 7 mins ago
Engineering Operation Technician
Amazon Data Services, Inc.
Jeffersonville, OH
…systems, CRAC, centrifugal chillers, cooling towers/water chemical system, air handlers and associated systems, pumps, &…
Added 8 mins ago
PMO Lead – Capital Projects & Operational Readiness
ABM US
Sugar Land, TX · Mountain View, CA
ABM participates in the U.S. Department of Homeland Security E-Verify program. E-Verify is an internet-based system used to electronically confirm employment eligibility.
Added 12 mins ago
Manager - IT Service Management
Maximus
Dover, DE
Maximus seeking an experienced and highly motivated Manager, Enterprise Service Management & Knowledge Experience to lead the transformation and manage operations of Enterprise Service…
Added 12 mins ago
Manager Database Administrator - Remote US
SitusAMC
Dover, DE
Oversee the design, implementation, and maintenance of AWS RDS and EC2 databases to ensure high availability, scalability, and performance in accordance with SitusAMC’s product needs
Added 12 mins ago
Technical Program Manager - Child Safety (Legal)
Meta
Dover, DE
…Investigations organization is looking for an experienced Technical Program Manager who has experience applying technical expertise and organizational skills to drive execution of child…
Added 15 mins ago
Highway Construction Inspector IV
AECOM
San Antonio, TX
…planners, designers, engineers, scientists, digital innovators, program and construction managers and other professionals delivering projects that create a positive and tangible impact…
Added 17 mins ago
IT Training Lead, Senior Manager
Fresenius Medical Care
Waltham, MA
…ensures training outputs are aligned with business process design, program timelines, and deployment readiness - both for ESPHORA and as a repeatable model for future IT…
Added 18 mins ago
MGR PROGRAMS 3
Huntington Ingalls Industries
North Charleston, SC
…terms/conditions of contract. Acts as primary customer contact for program activities, leading program review sessions with customer to discuss cost, schedule, and technical performance.…
Added 18 mins ago
Software Developer
CACI International
North Charleston, SC
Responsible for program design, coding, testing, debugging and documentation.
Added 22 mins ago
Sr. Product & Customer Marketing Manager
Jobgether
Remote, United States
…Our partner is looking for a Sr. Product & Customer Marketing Manager based in the United…
Added 30 mins ago
A
Buyer / Planner
Actalent
Centennial, CO
- $80,000 to $85,000 USD / year
Utilize the ERP system (currently IFS) to manage planning and purchasing activities.
Added 30 mins ago
R&D Manager - Commercial System Manager - 820
Quantinuum
Broomfield, CO
Added 30 mins ago
Senior Electrical Project Engineer
Weston Solutions, In
Lakewood, CO
…technical research, construction drawings, specifications, Basis of Design, Design Quality Control Plans, calculations, reports, and quality control reviews. Location: Lakewood, CO or West…
Added 30 mins ago
Senior Electrical Project Engineer
Weston Solutions, In
Lakewood, CO
…technical research, construction drawings, specifications, Basis of Design, Design Quality Control Plans, calculations, reports, and quality control reviews. Location: Lakewood, CO or West…
Added 30 mins ago
Senior Electrical Project Engineer
Weston Solutions, In
Lakewood, CO
…technical research, construction drawings, specifications, Basis of Design, Design Quality Control Plans, calculations, reports, and quality control reviews. Location: Lakewood, CO or West…
Added 30 mins ago
Product Delivery Professional
Cimarron Software Se
Colorado Springs, CO
Added 30 mins ago
Network Virtualization Engineer
Cimarron Software Se
Colorado Springs, CO
…Missile Defense Agency (MDA). - Perform a wide range of VMware system administration and engineering activities on complex assignments with minimal supervision. - Conduct root-cause…
Added 30 mins ago
Full Stack Engineering Manager
Lockheed Martin
Colorado Springs, CO
Come join the EADGE-T team and be part of an effort to upgrade the program’s technology and bring new capabilities to the UAE customer. The EADGE-T system is an integrated air missile…
Added 30 mins ago
Full Stack Engineering Manager/ IPT Lead
Lockheed Martin
Colorado Springs, CO
Come join the EADGE-T team and be part of an effort to upgrade the program’s technology and bring new capabilities to the UAE customer. The EADGE-T system is an integrated air missile…
Added 31 mins ago
AI
Contracts Manager - Grand Junction, CO
ASRC Industrial Services
Grand Junction, CO
- $100,000 to $120,000 USD / year
Understand Contractor Purchasing System Review (CPSR), and government property system review; contract closeout; government property administration; and purchasing system design and…
Added 31 mins ago
WC
Electrical Engineer
Winn-Marion Companies
Centennial, CO
- $70,000 to $120,000 USD / year
…circuit, voltage drop and similar calculations related to power system engineering and design…
Added 31 mins ago
AI
Contracts Manager - Westminster, CO
ASRC Industrial Services
Westminster, CO
- $100,000 to $120,000 USD / year
Understand Contractor Purchasing System Review (CPSR), and government property system review; contract closeout; government property administration; and purchasing system design and…
Added 58 mins ago
J
Senior Performance Marketing Manager
Jobgether
Remote, United States
- $148,000 to $200,000 USD / year
…steps. Our partner is looking for a Senior Performance Marketing Manager based in the United…

Closed listing

Maximus

Manager - IT Service Management

Phoenix, AZ, United States

Remote

This opening has closed.

The original listing is kept below for reference.

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About employer

Job details

Workplace: Remote
Posting language: English
Posted: Nov 5, 2026

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Original job description

Archived listing. The details below describe a past opening.

Maximus seeking an experienced and highly motivated Manager, Enterprise Service Management & Knowledge Experience to lead the transformation and manage operations of Enterprise Service Request Management, Knowledge Management, Service Catalog, and Service Automation capabilities across the organization.

This is a hands-on role for someone who thrives at the intersection of process, technology, data, and employee experience. You will be responsible for modernizing how Maximus employees consume IT services through self-service, automation, knowledge, and ServiceNow platform capabilities.

The ideal candidate is a builder and change agent with hands on operational expertise in ITSM, ITIL best practices, ServiceNow, workflow automation, and stakeholder engagement. You will lead a small team while partnering across IT and business organizations to simplify service delivery, improve operational efficiency, and drive measurable business outcomes.

This role offers a unique opportunity to shape the future of Enterprise Service Management, establish modern service experiences, and build the foundation for AI-enabled support and automation.

This is a remote position.

Essential Duties and Responsibilities:

Lead Enterprise Service Request Management strategy and governance, including the Service Catalog, Employee Center, service ownership, lifecycle management, and continuous improvement.
Direct Service Catalog management and rationalization, service design, intake governance, and catalog optimization.
Manage assigned ServiceNow workflow automation and digital transformation initiatives using Flow Designer, Workflow Editor, Service Catalog, Employee Center, and other platform capabilities.
Establish and govern OLAs, KPIs, fulfillment metrics, service quality standards, and operational performance reporting.
Implement and continuously improve the approved enterprise Knowledge Management strategy, governance framework, and knowledge lifecycle processes.
Drive KCS adoption, knowledge-sharing practices, self-service enablement, operational learning, and AI-readiness activities; secure stakeholder alignment with established policies and practices and measure progress against defined objectives.
Leverage ServiceNow analytics, dashboards, reporting, and data storytelling to improve adoption, performance, customer experience, and business outcomes.
Manage ITSM process excellence initiatives across Request, Knowledge, Incident, Change, Problem, and Asset Management disciplines.
Partner with SAM, HAM, and stakeholders to optimize entitlement, licensing, provisioning, governance, fulfillment, and lifecycle processes.
Lead, mentor, develop, and manage a high-performing ITSM team while fostering stakeholder engagement and strategic alignment.

Job-Specific Essential Duties and Responsibilities:

Lead Enterprise Service Request Management: Own the strategy, governance, modernization, and continuous improvement of ServiceNow Service Catalog, Employee Center, and Request Management capabilities.
Drive ServiceNow Automation: Design and improve automated workflows using Flow Designer, Workflow Editor, Service Catalog, Employee Center, and ITSM capabilities to reduce manual effort and improve fulfillment speed and consistency.
Manage Service Catalog Governance: Oversee catalog intake, rationalization, approvals, lifecycle management, service ownership, OLAs, KPIs, and retirement of outdated or duplicate services.
Lead Knowledge Management: Establish and evolve the enterprise Knowledge Management program, including governance, KCS best practices, self-service content, AI-ready knowledge, and adoption metrics.
Drive Data-Based Decisions: Develop KPIs, dashboards, and analytics to measure service performance, automation benefits, knowledge utilization, customer satisfaction, and self-service effectiveness.
Advance ITSM Process Excellence: Apply ITIL best practices across Request, Knowledge, Incident, Change, Problem, and Asset Management while leading process improvement and service standardization.
Partner Across IT & Asset Management: Collaborate with business stakeholders, ServiceNow teams, SAM, and HAM to improve software and hardware fulfillment, lifecycle governance, compliance, and operational efficiency.
Lead & Develop Teams: Mentor ITSM professionals, foster accountability and continuous improvement, and build strong partnerships across technical and business organizations.

Minimum Requirements

'- Bachelor's degree in relevant field of study and 5+ years of relevant professional experience required, or equivalent combination of education and experience.

Job-Specific Minimum Requirements:

5+ years of IT Service Management experience.
4+ years of hands-on ServiceNow platform experience.
3+ years of people leadership, program leadership, or enterprise process ownership experience.
ITIL v3 or v4 Foundation Certification required.
Deep understanding of ITSM processes and ITIL best practices.
Proven experience leading Service Request Management and Knowledge Management functions.
Strong hands-on experience designing and implementing:
ServiceNow Workflows.
Flow Designer Automations.
Service Catalog Solutions.
Employee Center Experiences.
Knowledge Management Programs.
Experience using data analytics to identify opportunities, drive decision-making, and measure outcomes.
Exceptional communication, facilitation, stakeholder management, and executive presentation skills.
Ability to influence without authority and gain buy-in across diverse stakeholder groups.

Preferred Skills and Qualifications:

ServiceNow Certified System Administrator (CSA).
Certified Implementation Specialist (CIS-ITSM).
ServiceNow HAM Pro Experience.
ServiceNow SAM Pro Experience.
Experience with Performance Analytics, Employee Center, Virtual Agent, and AI Search.
Knowledge-Centered Service (KCS) experience or certification.
Experience supporting large-scale digital transformation or enterprise service management initiatives.

#techjobs #veteransPage

Maximus is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, age, national origin, disability, veteran status, genetic information and other legally protected characteristics.

Minimum Salary

$90,160

Maximum Salary

$135,240

About employer

More about this job

Skills

IT service management
ServiceNow
Process improvement
Workflow
Reporting
Customer experience
SAM
Stakeholder management
Customer service
ITIL
Regulatory compliance
Leadership
Data analysis
Decision making
Communication skills
Presentation skills
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