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MAINTENANCE MANAGER
All Kingspan and Affiliate Companies
Modesto, CA
…of technology, technical expertise, product quality, service excellence, and dedication to…
Added 1 min ago
Regional Business Manager
MacLellan Integrated Services
Dublin, VA
As a Regional Business Manager, you are a hands-on operational leader responsible for driving performance, accountability, and measurable results across multiple contract sites. As part of…
Added 2 mins ago
Assistant Manager - Kay Jewelers - Dulles Town Center
Signet Jewelers
Dulles, VA
Join our team as an Assistant Store Manager and have a positive impact on many lives. Our Assistant Store Managers assist the Store Manager in maintaining daily focus on individual and team…
Added 2 mins ago
Team Lead
CircusTrix, LLC
Dublin, CA
Act as Manager on Duty (MOD) when GM/OM are not present, ensuring operational excellence, safety compliance, and team accountability.
Added 2 mins ago
Senior Project Manager
Securitas Security Services USA, Inc.
Ashburn, VA
Functional Reporting: SDI Consultant Sr. Program Manager
Added 2 mins ago
O&O Park Team Lead
CircusTrix, LLC
Baytown, TX
Act as Manager on Duty (MOD) when GM/OM are not present, ensuring operational excellence, safety compliance, and team accountability.
Added 2 mins ago
Program Manager
CGI Technologies and Solutions, Inc.
Fairfax, VA
The Program Manager serves as the primary leader responsible for the full lifecycle management of CGI Federal's MDE contract. This role oversees initiation, planning, execution, monitoring,…
Added 2 mins ago
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Onsite Community Association Manager - HOA (MBSC6926a)
RealManage
Myrtle Beach, SC
- $68,000 to $72,000 USD / year
…authority on workplace culture, employee experience, and leadership excellence. This accolade is a testament to the positive feedback from our employees about their RealManage…
Added 2 mins ago
B&
Assistant Store Manager - EVMS Bookstore
Barnes & Noble Education
NORFOLK, VA
- $15 to $17 USD / hour
The Assistant Store Manager helps lead the campus store by partnering with the Store Manager to deliver an exceptional retail experience. By developing teams, driving operational…
Added 2 mins ago
Investments and Business Case, Principal
The MITRE Corporation
McLean, VA
…development, and a culture of innovation, collaboration, and technical excellence. Choose MITRE for a career with purpose - and help shape the…
Added 2 mins ago
Software Development Manager, Benefits Experience & Technology (BXT)
Amazon
Arlington, VA
Champion operational excellence through monitoring, alerting, and continuous improvement of system reliability
Added 2 mins ago
Project Leader Middletown RI
Serco
Fort Myer, VA · Dahlgren, VA · Fort Story, VA · Ashland, VA · Dam Neck, VA · Gainesville, VA · Glen Allen, VA · Fredericksburg, VA · Fort Belvoir, VA · Alexandria, VA · Dumfries, VA · Fort Lee, VA · Fairfax, VA · Arlington, VA · Clintwood, VA · Chantilly, VA · Fort Eustis, VA · Crystal City, VA · Chesapeake, VA · Falls Church, VA
Oversee and manage the day-to-day operational aspects of ongoing projects and serve as liaison between Program Manager, Customer, and project team
Added 2 mins ago
Food Safety Manager, Supplier Food Safety and Quality Assurance
Amazon
Arlington, VA
We build customer trust in our food safety and quality programs. We do this through our long term vision, operational excellence, partnership with business stakeholders, and commitment to…
Added 2 mins ago
Global Category Manager, CAPEX - EMI (Equipment, Mobility and Infrastructure)
Amazon
Arlington, VA
…CAPEX Equipment Category Team where strategic thinking meets operational excellence to power Amazon's fulfillment network. As part of our diverse procurement team, you'll help manage…
Added 2 mins ago
Risk Manager II, WWOS AMER Resilience
Amazon
Arlington, VA
As a Resilience Manager, you will design, build, and own the systems, frameworks, and programs that enable 24/7 operational continuity across Amazon's global network. This requires both the…
Added 3 mins ago
Senior Task Order Program Manager
Koniag Government Services
Warrenton, VA · Arlington, VA
Koniag Professional Services (KPS) is seeking an experienced Senior Task Order Program Manager for the Defense Information System Agency’s J6 Command, Control, Communications, and Computers…
Added 3 mins ago
CH
Behavioral Scientist, Senior
Cayuse Holdings
Richmond, VA
- $160,000 to $175,000 USD / year
…analytical models and decision-making frameworks that enhance operational efficiencies and promote effective compliance…
Added 3 mins ago
Manager, Project Management - Mainstreet Product & Experiences Well Managed Team (Hybrid)
Capital One
Richmond, VA · McLean, VA
Capital One’s Mainstreet Product & Experiences Well Managed Team is responsible for ensuring operational excellence, management of controls, and successful delivery of audits/exams for the…
Added 3 mins ago
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Paid Media Manager, Hybrid
EAB
Richmond, VA
- $70,000 to $80,000 USD / year
…sector’s toughest challenges head-on and continuously strive for excellence, staying on the pulse of emerging trends. When you join our division of EAB, you become part of a tight-knit,…
Added 3 mins ago
WI
(USA) Pharmacy Manager-$50K SIgn On Bonus
Walmart Inc.
OK
- $112,000 to $197,000 USD / year
…monitoring loss prevention and safety controls overseeing safety operational and quality assurance reviews developing and implementing action plans and providing direction and guidance on…
Added 3 mins ago
WS
(USA) Store Manager - Division 1/Neighborhood Market
WM Stores Arkansas, LLC
AR
- $95,000 to $145,000 USD / year
Drives the execution of multiple business plans and projects by identifying customer and operational needs developing and communicating businessplans and priorities removing barriers and…
Added 3 mins ago
WI
(USA) Store Manager - Division 1/Neighborhood Market
Walmart Inc.
Bridgeview, IL
- $95,000 to $145,000 USD / year
Drives the execution of multiple business plans and projects by identifying customer and operational needs developing and communicating businessplans and priorities removing barriers and…
Added 3 mins ago
WI
Licensed/Registered Vision Center Manager - Single #579 St. Augustine
Walmart Inc.
St Augustine, FL
- $37 to $50 USD / hour
…strategically to optimize workflow, elevate skills, and ensure operational excellence. Supports certification and licensure pathways, encourages skill advancement, and ensures the timely…
Added 3 mins ago
WT
Transportation Operations Manager II
Wal-Mart Transportation
Glendale, AZ
- $84,000 to $126,000 USD / year
Perform trend analyses and develop insights to identify operational issues or areas for improvement.
Added 3 mins ago
Manager - IT Service Management
Maximus
Richmond, VA
Maximus seeking an experienced and highly motivated Manager, Enterprise Service Management & Knowledge Experience to lead the transformation and manage operations of Enterprise Service…

Closed listing

Maximus

Manager - IT Service Management

Boise, ID, 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

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