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Added 4 mins ago
Manager - IT Service Management
Maximus
Jackson, MS
Maximus seeking an experienced and highly motivated Manager, Enterprise Service Management & Knowledge Experience to lead the transformation and manage operations of Enterprise Service…
Added 4 mins ago
Technical Program Manager - Child Safety (Legal)
Meta
Jackson, MS
…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 12 mins ago
Technical Program Manager - Child Safety (Legal)
Meta
Boise, ID
…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 12 mins ago
Manager - IT Service Management
Maximus
Boise, ID
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
Boise, ID
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
Senior Radiology Clinical Specialist - West Coast
Medtronic
Boise, ID
Troubleshoot system hardware and software to maximize system performance
Added 19 mins ago
VH
Accountant
Veterans Health Administration
West Palm Beach, FL
- $65,735 to $103,399 USD / year
…Fiscal Service supporting the West Palm Beach VA Healthcare System (WPBVAHCS), with responsibility for complex financial management, accounting operations, internal controls, reporting, and…
Added 21 mins ago
PA
Supervisory Management and Program Analyst (Administrator)
Patent and Trademark Office
Alexandria, VA
- $169,279 to $197,200 USD / year
This position is in the Office of the Deputy Commissioner for Trademark Operations, Program Management Office. This office is responsible for quality and timely examination of trademark…
Added 24 mins ago
VH
Chaplain
Veterans Health Administration
West Palm Beach, FL
- $95,326 to $123,927 USD / year
The Chaplain, GS-12, serves within Chaplain Service at the West Palm Beach VA Healthcare System and provides comprehensive religious, spiritual, and pastoral care to Veterans, their…
Added 25 mins ago
Sr Manager Technical Services - Houston, TX
Military Spouse Jobs & VetJobs
United States
…competitive salaries, eligible employees are offered a bonus program, 401(k) with company match, employee stock purchase program; comprehensive medical, dental and vision benefits,…
Added 27 mins ago
VH
Staff Psychologist-Community Living Center/Outpatient Palliative Care-EDRP Authorized
Veterans Health Administration
San Antonio, TX
- $94,397 to $174,906 USD / year
Have a doctoral degree in psychology from a graduate program in psychology accredited by the American Psychological Association (APA), the Psychological Clinical Science Accreditation…
Added 30 mins ago
PC
ICT Consultant | RCDD Certified | $110K–$160K | Charlotte, NC
Purple Cow Recruiting
Charlotte, NC
- $15,100 to $160,000 USD / year
…electrical and low-voltage construction drawings, telecommunications system design, technical coordination, and project…
Added 30 mins ago
PC
Mechanical Engineer | PE Required | $100K–$130K | Raleigh, NC
Purple Cow Recruiting
Raleigh, NC
- $100,000 to $130,000 USD / year
Perform engineering calculations and evaluations for system and equipment design
Added 30 mins ago
PC
Mechanical Engineer | PE Required | $100K–$130K | Indianapolis, IN
Purple Cow Recruiting
Indianapolis, IN, IN
- $100,000 to $130,000 USD / year
Perform engineering calculations and evaluations for system and equipment design
Added 30 mins ago
UC
Supervisory General Engineer
U.S. Coast Guard
Norfolk County, VA
- $108,019 to $140,426 USD / year
…budget, manpower, material, and technical services to support the…
Added 30 mins ago
VH
Staff Psychologist - Home Based Primary Care (HBPC)
Veterans Health Administration
Fort Wayne, IN
- $90,512 to $167,708 USD / year
This position is eligible for the Education Debt Reduction Program (EDRP), a student loan payment reimbursement program. You must meet specific individual eligibility requirements in…
Added 33 mins ago
VH
Transportation Assistant - Dispatcher
Veterans Health Administration
White City, OR
- $45,409 to $59,031 USD / year
The incumbent works with the VTS Supervisory Mobility Manager for transportation workload forecasting, scheduling design, procedure development, and quality improvement implementation,…
Added 33 mins ago
VH
Senior Social Worker
Veterans Health Administration
Gainesville, FL
- $100,090 to $130,120 USD / year
Added 36 mins ago
NS
IT Project Manager, GS-2210-13 MP
National Science Foundation
Alexandria, VA
- $121,785 to $158,322 USD / year
As an IT Project Manager at NSF, incumbents will provide leadership and oversight for a suite of operationally focused IT programs and services. Providing technical and/or operational…
Added 40 mins ago
CW
Transition Manager
Computer World Services Corp.
Colorado Springs, CO
- $75 to $100 USD / hour
Computer World Services Corp. (CWS) seeks a Transition Manager to lead phase-ins of the CNECTS program for the United States Space Force (USSF) 21st Communications Squadron (21 CS). CNECTS…
Added 41 mins ago
VH
Senior Licensed Professional Mental Health Counselor-Primary Care Mental Health Integration (PCMHI)
Veterans Health Administration
Palm Bay, FL
- $89,508 to $116,362 USD / year
This position is eligible for the Education Debt Reduction Program (EDRP), a student loan payment reimbursement program. You must meet specific eligibility requirements per VHA policy and…
Added 42 mins ago
Clinical Unit Leader - Emergency Department (ED) - West Hospital
Bon Secours Mercy Health
Cincinnati, OH
…care on a designated unit. In collaboration with the Clinical Manager, this role uses nursing process and clinical knowledge to coordinate members of the health care team to develop and…
Added 44 mins ago
VH
Senior Social Worker
Veterans Health Administration
Lawton, OK
- $104,456 to $135,796 USD / year
This position is eligible for the Education Debt Reduction Program (EDRP), a student loan payment reimbursement program. You must meet specific individual eligibility requirements in…
Added 44 mins ago
VH
Senior Social Worker
Veterans Health Administration
Lawton, OK
- $104,456 to $135,796 USD / year
This position is eligible for the Education Debt Reduction Program (EDRP), a student loan payment reimbursement program. You must meet specific individual eligibility requirements in…
Added 47 mins ago
UC
Instructional Systems Specialist
U.S. Coast Guard
Yorktown, VA · Mobile, AL · Charleston, SC
- $89,508 to $118,092 USD / year
Leads cross-program workgroups and project teams, resolving complex instructional design issues and representing the organization in discussions with internal and external partners on…

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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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
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