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Added 32 mins ago
IS
Program Manager IV
INSPYR Solutions
Menlo Park, CA
- $46 to $66 USD / hour
We are looking for a Project Manager IV to lead high-visibility field activations, product demonstrations, and partner engagements from planning through execution. This role requires a…
Added 32 mins ago
IS
Scrum Master
INSPYR Solutions
Charlotte, NC
- $47.69 to $54.51 USD / hour
· Prior experience as a Scrum Master, Project or Program Manager
Added 32 mins ago
Event Technology Program Manager
INSPYR Solutions
CA
Cross-Functional Program & Stakeholder Management
Added 49 mins ago
OR
Wireless Retail Sales Associate - W2184
OSL Retail Services
SEEKONK, MA
- $19 USD / hour
Benefit from sales incentives, career development opportunities, and an employee referral program.
Added 49 mins ago
Executive Director, Case Management
Beth Israel Lahey Health
Charlestown, MA
…and operational leadership for the enterprise Case Management program across all Beth Israel Lahey Health (BILH) facilities. This role will lead the transformation of Case Management…
Added 49 mins ago
C
Customer Success Program Manager - Food
Carrier
Beverly, MA
- $79,000 to $158,000 USD / year
We are seeking a data driven, client facing Customer Success Food Program Manager to lead complex, high-value visibility programs across our global food industry vertical. As a part of…
Added 49 mins ago
Startup Program Manager
IBM
Cambridge, MA
In the role of Startup Program Manager, you will be a part of this fast-paced team, responsible for the success of a portfolio of startups achieved through delivery excellence. You will…
Added 49 mins ago
T
M365 Support Engineer
TEKsystems
Boston, MA
- $40 to $55 USD / hour
…keep at 40 hours) They will be on call every other week. The manager said about 98% of their time will be during core business…
Added 49 mins ago
EG
Product Manager, Team Digital Products
Eliassen Group
Boston, MA
- $50 to $55 USD / hour
Our client is seeking a Product Manager to own the day-to-day digital product relationship with its teams, primarily supporting team websites, CMS platforms, and related digital…
Added 49 mins ago
Senior Manager, Internal and External Reporting
Eliassen Group
Boston, MA
The Senior Manager will have significant exposure to senior finance leadership and external auditors and will lead a team of accounting and reporting professionals. The ideal candidate…
Added 49 mins ago
Clinical Trial Management Support, Late Phase Metabolic Studies
Eliassen Group
Boston, MA
Our client is seeking a Clinical Trial Manager to support two Phase III global studies in the MASH therapeutic area. The role will provide hands-on operational support for monitoring visit…
Added 49 mins ago
EG
Program Manager
Eliassen Group
Boston, MA
- $75 to $80 USD / hour
Our client seeks a Program Management leader to drive delivery of software that provides business value. The role will supervise and mentor Technical Program Managers and Scrum Masters,…
Added 1 hour ago
Assistant Store Leader (Assistant Manager)
7-Eleven
West Columbia, SC
Competency in cash handling, fuel transactions, and promoting our loyalty program.
Added 1 hour ago
Community Engagement Manager
Meta
Aiken, SC
Community Engagement Manager Responsibilities:
Added 1 hour ago
EG
Product Manager, Team Digital Products
Eliassen Group
Columbia, SC
- $50 to $55 USD / hour
Our client is seeking a Product Manager to own the day-to-day digital product relationship with its teams, primarily supporting team websites, CMS platforms, and related digital…
Added 1 hour ago
Clinical Trial Management Support, Late Phase Metabolic Studies
Eliassen Group
Columbia, SC
Our client is seeking a Clinical Trial Manager to support two Phase III global studies in the MASH therapeutic area. The role will provide hands-on operational support for monitoring visit…
Added 1 hour ago
EG
Program Manager
Eliassen Group
Columbia, SC
- $75 to $80 USD / hour
Our client seeks a Program Management leader to drive delivery of software that provides business value. The role will supervise and mentor Technical Program Managers and Scrum Masters,…
Added 1 hour ago
Senior Manager, Internal and External Reporting
Eliassen Group
Columbia, SC
The Senior Manager will have significant exposure to senior finance leadership and external auditors and will lead a team of accounting and reporting professionals. The ideal candidate…
Added 1 hour ago
Sr. Computational Scientist/Engr.
Triton Systems, Inc.
Chelmsford, MA
…academic and industry collaborators, and work closely with a program manager to plan and execute project objectives that directly contribute to national security supporting the Department…
Added 1 hour ago
MT
Sustainability Data & Process Integration Manager
Micron Technology, Inc.
Boise, ID
- $87,000 to $254,000 USD / year
Lead cross-functional sustainability initiatives requiring strong technical expertise, partner alignment, and program management.
Added 1 hour ago
Senior Manager, Internal and External Reporting
Eliassen Group
Boise, ID
The Senior Manager will have significant exposure to senior finance leadership and external auditors and will lead a team of accounting and reporting professionals. The ideal candidate…
Added 1 hour ago
Clinical Trial Management Support, Late Phase Metabolic Studies
Eliassen Group
Boise, ID
Our client is seeking a Clinical Trial Manager to support two Phase III global studies in the MASH therapeutic area. The role will provide hands-on operational support for monitoring visit…
Added 1 hour ago
EG
Program Manager
Eliassen Group
Boise, ID
- $75 to $80 USD / hour
Our client seeks a Program Management leader to drive delivery of software that provides business value. The role will supervise and mentor Technical Program Managers and Scrum Masters,…
Added 1 hour ago
EG
Product Manager, Team Digital Products
Eliassen Group
Boise, ID
- $50 to $55 USD / hour
Our client is seeking a Product Manager to own the day-to-day digital product relationship with its teams, primarily supporting team websites, CMS platforms, and related digital…
Added 1 hour ago
HVAC Engineer
CBRE
Foley, AL
…of experience and education will be considered. Prior shift manager or supervisory experience…

Closed listing

Maximus

Manager - IT Service Management

Boston, MA, 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.

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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
Google Analytics

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