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Added 1 min ago
Resort Manager
DRIFTWOOD HOSPITALITY MANAGEMENT
Cocoa Beach, FL
Serves as the senior operations leader beneath the General Manager, directing the day-to-day operation of Rooms, Food & Beverage, Spa, Engineering and Security to deliver the anticipatory,…
Added 1 min ago
VH
Social Worker - Community Housing Outreach Services with Health Care for Homeless Veterans (HCHV)
Veterans Health Administration
Seattle, WA
- $72,331 to $113,774 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 1 min ago
AT
TECHNICAL WRITER-EDITOR (AUTO/IT)
Army Tank-Automotive and Armament Command (TACOM)
Warren, MI
- $98,729 to $152,625 USD / year
About the Position: This position is located at the US Army Tank - Automotive & Armaments Command, Program Manager Light Armored Vehicles Office. PM LAV is a U.S. Marine Corps Board Select…
Added 1 min ago
BO
Plant Mechanic Operator
Bureau of Reclamation
Palisades, ID
- $61 to $63 USD / hour
…reports, work requests, trouble reports, power generation reports, operations reports, and equipment availability records as required for plant…
Added 1 min ago
FS
Consumer Safety Inspector
Food Safety and Inspection Service
Ferrisburg, VT
- $41,567 to $81,882 USD / year
$5,000 Sign on Bonus, Creditable Service for Annual Leave Accrual, Public Service Loan Forgiveness Program, Accelerated Promotion Program, and Referral Bonus Awards are available.
Added 1 min ago
VH
Physician (Diagnostic Radiologist)
Veterans Health Administration
Remote, United States
- $375,000 to $400,000 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 1 min ago
VH
Tractor Operator
Veterans Health Administration
Bay Pines, FL
- $21 to $25 USD / hour
Added 1 min ago
VH
Registered Nurse- Outpatient Mental Health (Education Debt Repayment)
Veterans Health Administration
Wyoming, MI
- $81,934 to $140,677 USD / year
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 submit…
Added 1 min ago
VH
Physician - Vascular Neurology (Stroke)
Veterans Health Administration
Richmond, VA
- $260,000 to $315,000 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 1 min ago
VH
Pharmacy Technician (Procurement/Inventory)
Veterans Health Administration
Spokane, WA
- $61,176 to $79,526 USD / year
…skill, and advanced technical knowledge to support pharmacy operations, efficiency, and patient…
Added 1 min ago
VH
Pharmacy Technician (Procurement/Inventory)
Veterans Health Administration
Spokane, WA
- $61,176 to $79,526 USD / year
…skill, and advanced technical knowledge to support pharmacy operations, efficiency, and patient…
Added 1 min ago
VH
Nursing Assistant-Acute Care
Veterans Health Administration
Orlando, FL
- $38,290 to $55,961 USD / year
Completion of an intensive, specialized, occupation-related training course of study or program of less than one year as a NA may also meet in full the experience requirements for GS-3.
Added 1 min ago
VH
Registered Nurse-Inpatient Staff
Veterans Health Administration
Louisville, KY
- $79,681 to $147,548 USD / year
Responsible for the documented outcomes at the program or service level
Added 1 min ago
VH
Nurse Practitioner (CNP) - Primary Care Provider/Wisconsin Rapids, WI CBOC
Veterans Health Administration
Wisconsin Rapids, WI
- $123,399 to $188,733 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 1 min ago
VH
Physician - Primary Care
Veterans Health Administration
Wisconsin Rapids, WI
- $250,000 to $315,000 USD / year
This position is eligible for a Recruitment/Relocation Incentives along with the Education Debt Reduction Program (EDRP), and the Physician Contract Buy Out Program (CBOP).
Added 1 min ago
VH
Physician Assistant- Dermatology
Veterans Health Administration
Lawton, OK
- $108,027 to $187,727 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 1 min 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 1 min ago
FA
Program Manager
Federal Aviation Administration
El Segundo, CA
- $130,314 to $202,026 USD / year
The Operations Support Manager (OSM) position serves as first level Manager of an assigned workforce consisting of Management & Program Analysts and/or assistants, Administrative Officers,…
Added 1 min ago
BO
Textile Manufacturing Specialist
Bureau of Prisons/Federal Prison System
Talladega, AL · Pollock, LA · Location Negotiable After Selection · Butner, NC
- $106,437 to $144,493 USD / year
Serves as a Manufacturing Specialist with a major focus on both production excellence and customer sales support under the supervision of the Manager of Manufacturing.
Added 1 min ago
VH
Registered Nurse - Community Care Coordinator
Veterans Health Administration
Iron Mountain, MI
- $69,918 to $131,481 USD / year
…by one of the following accrediting bodies at the time the program was completed by the applicant: The Accreditation Commission for Education in Nursing (ACEN) or The Commission on…
Added 1 min ago
CA
Regional Chief of Cybersecurity
Cybersecurity and Infrastructure Security Agency
Atlanta, GA · Oakland, CA · Boston, MA · Seattle, WA · Chicago, IL · Kansas City, MO · New York, NY · Philadelphia, PA
- $126,384 to $164,301 USD / year
Integrated Operations Division (IOD) is the hub for staying on top of threats and emerging risks to our nation's critical infrastructure, whether they're of cyber, communications or…
Added 1 min ago
VH
(Psychiatrist)Outpatient Mental Health Clinics - Assistant Supervisor
Veterans Health Administration
Saint Louis, MO
- $300,000 to $335,000 USD / year
Assure clinical grids are efficiently designed and appropriately utilizes clinician time (according to guidance from Program Manager)
Added 1 min 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 2 mins ago
Fence Installer
Sunbelt Rentals, Inc.
Pittsburgh, PA
Take direction from Lead Fence Technician/Operations Manager
Added 4 mins ago
VH
Pharmacist - Chief of Pharmacy Service
Veterans Health Administration
Spokane, WA
- $154,820 to $201,269 USD / year
…appraising trends and/or problems associated with Pharmacy Service operations. MGVAMC also provides Graduate Medical Education for medical and pharmacy…

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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