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Added 2 mins ago
LM
Emergency Services Coordinator
Louisville Metro Government
Louisville, KY
- $59,217.6 USD / year
…be assigned to any position within the Incident Management System, specifically, Operations, Planning, and/or Logistics Section…
Added 4 mins ago
Senior Implementation Lead
Jobgether
Remote, United States
This position is listed on behalf of a partner company, which manages all applications and next steps. Our partner is looking for a Senior Implementation Lead based in the United States.
Added 4 mins ago
Operations Technology Project Manager/Senior PM
Jobgether
Remote, United States
…Our partner is looking for an Operations Technology Project Manager/Senior PM based in the United…
Added 4 mins ago
Manager, Assurance + Audit Quality
Jobgether
Remote, United States
…all applications and next steps. Our partner is looking for a Manager, Assurance + Audit Quality based in the United…
Added 8 mins ago
Engineer IV - Electrical
DVJ Consulting Engineers
Los Angeles, CA
…a shared technical resource and does not serve as a Project Manager. It coordinates with District personnel, Campus Administration, College Project Teams (CPTs), Program Management Office…
Added 16 mins ago
Program Manager
RTX
United States
Advanced Products & Solutions (APS) is seeking a Program Manager to manage an international product area within the Radio Frequency Solutions (ARS) Sub-Strategic Business Unit (SSBU). This…
Added 33 mins ago
HF
Adult Day Program Manager
Help For Brain Injured Children, Inc.
Whittier, CA
- $70,000 to $80,000 USD / year
Position: Program Manager – Adult Day Program
Added 37 mins ago
J
Commercial Manager
Jobgether
Remote, United States
- $105,000 to $115,000 USD / year
This position is listed on behalf of a partner company, which manages all applications and next steps. Our partner is looking for a Commercial Manager based in the United States.
Added 57 mins ago
Practice Administrator
HCA Healthcare
Panama City, FL
Manager the overall operational processes for the routine business and clinical functions of the assigned practice.
Added 57 mins ago
Sr Project Manager - AI Data Centers
Jacobs
North Miami Beach, FL · Orlando, FL
…on software development, enterprise IT programs, application implementation, network operations, cloud transformation, or technology product delivery. Applicants with predominantly IT…
Added 1 hour ago
BT
Transit Maintenance Manager
Blacksburg, Town of (VA)
Blacksburg, VA
- $31.91 to $34.54 USD / hour
The Transit Maintenance Manager performs complex technical and administrative work, including planning, directing, coordinating, and supervising maintenance services for vehicles,…
Added 1 hour ago
C
Senior Project Manager-Supply Chain
Capgemini
New York, NY, NY
- $106,906 to $281,842 USD / year
…includes facility upgrades, network enablement, enterprise system integration, warehouse management functionality, and multi-site implementation activities. Candidates should be comfortable…
Added 1 hour ago
Senior Manager, Software Development, Amazon Leo
Amazon Kuiper Manufacturing Enterprises LLC
Sunnyvale, CA
The Leo Software Defined Networking (SDN) team is responsible for the design, implementation and operation of Leo's network control plane. The team's scope spans beam planning, routing and…
Added 1 hour ago
Scheduler
CACI
Remote, United States
…logistics? We're seeking a successful, experienced Scheduler Manager to join our team in implementing a cutting-edge software system that will transform how USTRANSCOM manages finances and…
Added 1 hour ago
RMF Cyber Security Analyst - 306210
Delaware Nation Industries
Virginia Beach, VA
…managers and ISSOs to keep them abreast of upcoming Information System Security Manager (ISSM) requirements and to gather specifics on their capability and core support requirements and…
Added 1 hour ago
IT Security Technical Analyst-536164
Delaware Nation Industries
Remote, United States
…operations support by interfacing with the datacenter operations manager and team on all aspects of testing, design, change control, piloting and implementation of systems and…
Added 1 hour ago
DS
Strategic Account Manager US
Distalmotion SA
Remote, United States
- $160,000 to $300,000 USD / year
…opportunities from initial engagement through evaluation, purchase, implementation, and utilization growth. The Strategic Account Manager works closely with Area Sales Managers and…
Added 1 hour ago
DS
Strategic Account Manager US
Distalmotion SA
Remote, United States
- $160,000 to $300,000 USD / year
…opportunities from initial engagement through evaluation, purchase, implementation, and utilization growth. The Strategic Account Manager works closely with Area Sales Managers and…
Added 1 hour ago
DS
Strategic Account Manager US
Distalmotion SA
Remote, United States
- $160,000 to $300,000 USD / year
…opportunities from initial engagement through evaluation, purchase, implementation, and utilization growth. The Strategic Account Manager works closely with Area Sales Managers and…
Added 1 hour ago
Technical Project Manager
Jobgether
Remote, United States
This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Technical Project Manager based in the United States.
Added 2 hours ago
Web Developers (Front-End)
University of Utah
Salt Lake City, UT
…Libris, Springshare, Primo, and the library’s Digital Asset Manager (Solphal). Responsibilities include implementing responsive, mobile-first design; conducting usability and accessibility…
Added 2 hours ago
Project Manager – CLM and AI Implementation
Execo
United States
Coordinate CLM and AI vendors, system integrators and offshore delivery teams, holding them to plan and contract.
Added 2 hours ago
Superintendent
Techniplas US LLC dba Nexxta
Dalton, GA
Communicate production status, risks, and customer impacts to the Operations Manager and day-shift leadership.
Added 3 hours ago
SO
Facility Incident HFSN (Health Facilities Surveillance Nurse)
State of Illinois
Springfield, IL
- $7,423 to $10,093 USD / month
…timely. Actively participate in the planning, development and implementation of policies and procedures under the Special Investigations…
Added 3 hours ago
J
Senior Logistics Manager, Americas Retail Operations
Jobgether
Remote, United States
- $143,000 to $169,000 USD / year
…and next steps. Our partner is looking for a Senior Logistics Manager, Americas Retail Operations based in the United…

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.

#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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