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Technical Program Manager, Knowledge Systems
Coinbase
Des Moines, IA
Team/ Role Paragraph: The Knowledge Systems team builds the infrastructure powering accurate knowledge across customer self-service, internal tools, and AI-assisted support. As Technical…
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Manager Strategic Risk Adjustment Programs
Highmark Health
Des Moines, IA
This job provides end-to-end management, delivery and support to new and existing Risk Adjustment Programs. The incumbent will deliver value to the Health Plan, and its beneficiaries…
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Principal Aftermarket Technical Product Manager
GE Aerospace
Des Moines, IA
As Principal Technical Product Manager – Aftermarket, you will own the product vision, strategy and roadmap for the digital solutions that support the Service & Repair value streams in…
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Residential Serviceman - Electrical Journeyman
EMCOR Group
Des Moines, IA
Provide billing details and invoices to customer, as well as Residential Project Manager Assistant
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Construction Manager, Retail
Meta
Des Moines, IA
Meta is seeking an experienced Construction Manager to lead the planning, design, and delivery of retail store construction projects across Meta's physical retail portfolio. In this role,…
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C
Program Manager, EBMS
CBRE
Des Moines, IA
- $105,000 to $115,000 USD / year
…education, training, and experience. The minimum salary for the Program Manager, EBMS position is $105,000 annually [or $50.48 per hour] and the maximum salary for the Program Manager, EBMS…
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SAP Technology Architecture Senior Manager – S/4HANA Migration
PwC
Des Moines, IA
As a SAP Technology Architecture Senior Manager - S/4HANA Migration you will lead SAP architecture work that helps clients shape migration strategies, design future-state landscapes, and…
Added just now
MI
Part-time Nabisco Merchandiser
Mondelez International
Des Moines, IA
- $14 to $16 USD / hour
- Part-time
…Retail Merchandiser, you’ll stock shelves, build displays, and support seasonal launches for beloved brands like Oreo, Ritz, belVita, Chips Ahoy!, and Triscuit. With a flexible schedule and…
Added just now
GA
Principal Technical Product Manager, Data & Platform
GE Aerospace
Des Moines, IA
- $152,000 to $222,000 USD / year
…Defense & Systems (D&S) business, the Principal Technical Product Manager, Data & Platform owns the D&S Palantir Foundry environment and leads delivery across the technical teams that build…
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Senior ALC Developer
Maximus
Des Moines, IA
…public service, we help the IRS enhance efficiency, improve customer experiences, and strengthen mission…
Added just now
Senior ALC Developer
Maximus
Des Moines, IA
…public service, we help the IRS enhance efficiency, improve customer experiences, and strengthen mission…
Added just now
Manager, Field Sales
Wolters Kluwer
Des Moines, IA
…unprecedented access to world-class content; CCH® Account Research Manager® , which provides tax and accounting professionals with all essential guidance they need to stay in compliance…
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Sr Program Specialist -FAA Fire Alarm Project Manager -Remote
Honeywell Technologies
Des Moines, IA
As a Sr. Construction Manager- Fire Alarm Project Manager , you will be responsible for overseeing all aspects of multi-year, multisite national programs, managing teams to ensure project…
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Senior ALC Developer PART TIME
Maximus
Des Moines, IA
- Part-time
The Sr. ALC Programmer will provide program analysis, design and development support, maintain source code and modify and/or upgrade code, and conduct testing and debugging, as necessary.
Added just now
Manager, Enterprise Communications & Channels
Amentum
Des Moines, IA
The Manager, Enterprise Communications & Channels is responsible for developing and delivering employee communication programs that inform, engage, and connect employees to Amentum's…
Added 11 mins ago
Special Events Coordinator
City of San Luis
San Luis, AZ
Added 11 mins ago
BH
Solution Architect
Banner Health
Remote, United States
- $51.13 to $85.21 USD / hour
OE - Typical Office Environment: (Accountant, Administrative Assistant, Consultant, Program Manager)
Added 11 mins ago
BH
Outpatient Complex Coder
Banner Health
Remote, United States
- $27.35 to $41.03 USD / hour
…training by both the Banner Coding Education team and your hiring manager, with continued support throughout your career…
Added 11 mins ago
SECRETARY
State of Arizona
LAKE HAVASU CITY, AZ
Categories: Administrative Support/Customer Service
Added 12 mins ago
Maintenance Supervisor, Multifamily
Cushman & Wakefield
Prescott, AZ
The Maintenance Supervisor provides maintenance support and is accountable for delivering on our commitments to our residents. This includes quality move-in, resident satisfaction, quality…
Added 12 mins ago
Customer Service Representative 4
State of Arizona
SURPRISE, AZ
…volume of transactions with minimal errors; assist in complex customer transactions, inquiries and complaints that require extensive knowledge in field office transactions; provide training…
Added 12 mins ago
Retail Sales Merchandiser - Grocery
Acosta Group
GILBERT, AZ
Manage a territory of 20–40 retail stores, ensuring strong in-store support and display execution
Added 12 mins ago
Associate Director Registered Nurse Medical Oncology
Banner Health
Gilbert, AZ
As an RN Associate Director for Medical Oncology , you will provide managerial and clinical support to patients and staff. Uses depth and breadth of clinical management knowledge to ensure…
Added 12 mins ago
WF
Sr. Lead Digital Product Management - CBL Deposit Payments
Wells Fargo
CHANDLER, AZ
- $175,000 to $305,000 USD / year
Employees support our focus on building strong customer relationships balanced with a strong risk mitigating and compliance-driven culture which firmly establishes those disciplines as…
Added 12 mins ago
Program Business Operations Manager 2
Northrop Grumman
Chandler, AZ
The Program Business Operations Manager 2 will partner with the Program and Functional Managers to manage all financial, schedule, contractual, and proposal and aspects of the program to…

Closed listing

Maximus

Manager - IT Service Management

Pierre, SD, 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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