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Added 1 min ago
Operations & Hub Management Specialist
NU USA Northeastern University
Boston, MA
Reporting directly to the Event Operations Manager, the Operations & Hub Management Specialist is a key leader responsible for the strategic growth, operational excellence, and day-to-day…
Added 1 min ago
Senior Software Engineer, Database Automation Engineer
PNC
Pittsburgh, PA · Birmingham, AL · Denver, CO · Strongsville, OH · Dallas, TX
Design, develop, and maintain automation solutions that support enterprise database platforms.
Added 1 min ago
Financial Advisor - PNC Wealth Management
PNC
Raleigh, NC
…keep all parties on the same side of the table. PNC’s referral program and culture drives and encourages teamwork resulting in branch partners having a vested interest in our advisors’…
Added 1 min ago
Account Manager II
PNC
Remote, United States
…to contribute to the company's success. As a Senior Account Manager (Relationship Service Advisor) within PNC's Treasury Management organization, you will be based remotely. Responsible for…
Added 1 min ago
Account Manager II
PNC
Remote, United States
…to contribute to the company's success. As a Senior Account Manager (Relationship Service Advisor) within PNC's Treasury Management organization, you will be based remotely. Responsible for…
Added 1 min ago
HR Business Partner--Shared Service
PNC
Pittsburgh, PA · Downers Grove, IL · Cleveland, OH
…encourage candidates to connect with their recruiter and hiring manager to understand workplace expectations and ensure the role aligns with their…
Added 1 min ago
Enterprise Testing Specialist Senior
PNC
Pittsburgh, PA · Birmingham, AL · Cleveland, OH · Miamisburg, OH
Accuracy and Attention to Detail, Analytical Thinking, Audit And Compliance Function, Auditing, Customer Support Policies, Standards and Procedures, Data Gathering and Reporting, Effective…
Added 1 min ago
Senior Software Engineer, Database Automation
PNC
Pittsburgh, PA · Birmingham, AL · Denver, CO · Strongsville, OH · Dallas, TX
…accelerate delivery, and establish reusable frameworks that support current and future database technologies across the…
Added 1 min ago
Business Experience Plan & Admin Specialist Senior
PNC
Pittsburgh, PA · Birmingham, AL · Farmers Branch, TX · Strongsville, OH
…technology initiatives. The ideal candidate combines strong program management capabilities with the ability to understand complex technical concepts and effectively communicate across…
Added 1 min ago
Senior Software Engineer - Database Automation and Platform Engineering
PNC
Pittsburgh, PA · Birmingham, AL · Denver, CO · Strongsville, OH · Dallas, TX
…designing, developing, and maintaining automation solutions that support enterprise database platforms. This position combines software engineering, infrastructure automation, platform…
Added 2 mins ago
A
Sr. Backend Engineer
Actalent
Beaverton, OR
- $70 to $80 USD / hour
Plan and run the cutover of every current customer onto the new model with zero downtime and proof that nobodys access changed by accident
Added 2 mins ago
Corporate Health Clinic Administrator
TSMC
Phoenix, AZ
…embodies our core values – Integrity, Commitment, Innovation and Customer…
Added 3 mins ago
VO
Kipling- Assistant Store Manager - Puerto Rico
VF Outdoor, LLC
United States
- $20 to $26.4 USD / hour
As the Assistant Store Manager, you will lead, develop, and motivate a team of Brand Advocates to deliver consistent, best-in-class customer experience that reflects our brand values and…
Added 3 mins ago
Production Lead
Cascade Designs Inc
Reno, NV
Provide hands-on technical support with equipment setup, troubleshooting, and production processes.
Added 4 mins ago
Bilingual Store Manager (Sales, Customer Service)
Freeway Insurance Services America, LLC
Everett, WA
Employee Assistance Program – confidential support for personal or professional challenges at no cost
Added 4 mins ago
Bilingual Store Manager (Sales, Customer Service)
Freeway Insurance Services America, LLC
Lynnwood, WA
Employee Assistance Program – confidential support for personal or professional challenges at no cost
Added 4 mins ago
Sales & Operations Advisor in Training
DriveTime
Chattanooga, TN
· Support the sales team with test drives, vehicle presentations, and customer follow-up activities.
Added 4 mins ago
Sales & Operations Advisor
DriveTime
Memphis, TN
…customers and our employees by placing a focus on putting the right customer, in the right vehicle, on the right terms and on their path to…
Added 5 mins ago
Program Administrator, Research
Beth Israel Deaconess Medical Center, Inc.
United States
We are seeking a Research Program Administrator to manage and coordinate the day-to-day operations of Dr. Robert Yeh’s research portfolio at the Richard A. and Susan F. Smith Institute for…
Added 5 mins ago
Experienced Registered Nurse- Reisman 11- Hem/Onc/ BMT- 36hr Rotating
Beth Israel Deaconess Medical Center, Inc.
United States
Graduate from an accredited Nursing Program required. Baccalaureate degree in Nursing strongly preferred.
Added 5 mins ago
Supervisor Med Auth & Access
Beth Israel Deaconess Medical Center, Inc.
United States
This individual will report to the BIDMC Pharmacy Ambulatory Manager and will be responsible for the supervision of the BIDMC Specialty Pharmacy Liaison referral team. This individual will…
Added 5 mins ago
Director of Admissions & Intake
Cherry Hill Nursing and Rehabilitation
Westland, MI
…facility leadership to ensure a seamless admissions process, support census growth, strengthen referral relationships, and maintain a high standard of room readiness for incoming…
Added 6 mins ago
UO
Senior Research Accountant
University of California, Santa Cruz
Remote, United States
- $100,000 to $108,000 USD / year
…and sponsor policies, and processes, and provides decision support analysis, guidance, and reporting to meet sponsored projects requirements and ensure institutional financial oversight.…
Added 8 mins ago
Sales Assistant (Dallas, TX)
Southern Glazer’s Wine and Spirits, LLC
Farmers Branch, TX
…a 401(k) plan. We also offer tuition assistance, a wellness program, parental leave, vacation accrual, paid sick leave, and…
Added 9 mins ago
Human Resource & Safety Manager
Metro Supply Chain Holdings USA Inc
Monroe, OH
…leader in supply chain, we have strong partnerships with our customer supported by our service-oriented…

Closed listing

Maximus

Manager - IT Service Management

Cheyenne, WY, 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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