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Added 7 mins ago
Manager - IT Service Management
Maximus
Jackson, MS
Maximus seeking an experienced and highly motivated Manager, Enterprise Service Management & Knowledge Experience to lead the transformation and manage operations of Enterprise Service…
Added 16 mins ago
Manager - IT Service Management
Maximus
Boise, ID
Maximus seeking an experienced and highly motivated Manager, Enterprise Service Management & Knowledge Experience to lead the transformation and manage operations of Enterprise Service…
Added 16 mins ago
EG
Sr Technical Project/Program Manager
Eliassen Group
Boise, ID
- $48 to $53 USD / hour
Our client seeks a Sr Technical Project/Program Manager to lead a complex, multi-year Workday migration for affiliates covering benefits, payroll, learning, recruiting, HR, and finance. The…
Added 27 mins ago
OO
Assistant Inspector General (AIG) Front Office
Office of the Inspector General, USPS
Arlington, VA
- $151,661 to $228,000 USD / year
Must have at least five years of experience as a manager/supervisor responsible for establishing work plans and/or directly supervising a staff by fostering an inclusive, collaborative and…
Added 43 mins ago
EG
Sr Technical Project/Program Manager
Eliassen Group
Juneau, AK
- $48 to $53 USD / hour
Our client seeks a Sr Technical Project/Program Manager to lead a complex, multi-year Workday migration for affiliates covering benefits, payroll, learning, recruiting, HR, and finance. The…
Added 52 mins ago
Field System Technician
Bechtel Corporation
Millersport, OH
Participates in the rollout of new technologies, services, and security remediations by working with the GBU Innovation Manager, AI Program Manager, and BEO.
Added 56 mins ago
DO
Chief Information Security Officer (CISO)
Department of the Air Force
Pentagon, Arlington, VA
- $151,662 to $219,000 USD / year
Direct and manage a comprehensive, DAF-wide cybersecurity program to ensure the confidentiality, integrity and availability of all supporting information systems.
Added 1 hour ago
L
Talent Management Specialist
lhh
Houston, TX
- $38 to $44 USD / hour
Develop manager communication packs, presentations, process guides, and other resources supporting talent programs.
Added 2 hours ago
Field System Technician
Bechtel
Millersport, OH
Participates in the rollout of new technologies, services, and security remediations by working with the GBU Innovation Manager, AI Program Manager, and BEO.
Added 2 hours ago
EG
Sr Technical Project/Program Manager
Eliassen Group
Pierre, SD
- $48 to $53 USD / hour
Our client seeks a Sr Technical Project/Program Manager to lead a complex, multi-year Workday migration for affiliates covering benefits, payroll, learning, recruiting, HR, and finance. The…
Added 2 hours ago
Assistant Stylist
Ulta Beauty, Inc.
Euless, TX
We are the future of beauty services. Be part of the transformation.
Added 2 hours ago
Stylist
Ulta Beauty, Inc.
Cedar Falls, IA
…emphasis on the guest’s total look. They support the Experience Manager (EM) and the Assistant Services Manager (ASM) through a focus on performance (service sales, and productivity),…
Added 2 hours ago
Elite Stylist
Ulta Beauty, Inc.
Cedar Falls, IA
…emphasis on the guest’s total look. They support the Experience Manager (EM) and Assistant Services Manager (ASM) and focus on performance (service sales, and productivity), people (guest…
Added 2 hours ago
Master Stylist
Ulta Beauty, Inc.
Cedar Falls, IA
…emphasis on the guest’s total look. They support the Experience Manager (SM) and Assistant Services Manager (ASM) through a focus on performance (service sales, and productivity), people…
Added 2 hours ago
Elite Stylist
Ulta Beauty, Inc.
Tucson, AZ
…emphasis on the guest’s total look. They support the Experience Manager (EM) and Assistant Services Manager (ASM) and focus on performance (service sales, and productivity), people (guest…
Added 2 hours ago
Master Stylist
Ulta Beauty, Inc.
Tucson, AZ
…emphasis on the guest’s total look. They support the Experience Manager (SM) and Assistant Services Manager (ASM) through a focus on performance (service sales, and productivity), people…
Added 2 hours ago
Stylist
Ulta Beauty, Inc.
Tucson, AZ
…emphasis on the guest’s total look. They support the Experience Manager (EM) and the Assistant Services Manager (ASM) through a focus on performance (service sales, and productivity),…
Added 2 hours ago
J
Senior Project Manager, Scrum Master
Jobgether
Remote, United States
- $130,000 to $140,000 USD / year
…and next steps. Our partner is looking for a Senior Project Manager, Scrum Master based in the United…
Added 2 hours ago
UB
Guest Coordinator
Ulta Beauty, Inc.
Chino, CA
- $17 to $25 USD / hour
…products, and culture of Ulta Beauty and support the Experience Manager (EM) and Assistant Services Manager (ASM) through a focus on performance (service/retail sales and in-store events),…
Added 2 hours ago
Stylist
Ulta Beauty, Inc.
Kissimmee, FL
…emphasis on the guest’s total look. They support the Experience Manager (EM) and the Assistant Services Manager (ASM) through a focus on performance (service sales, and productivity),…
Added 2 hours ago
Director, Spirits Portfolio Strategy
Gallo
Dallas, TX
As Director of Portfolio Strategy of Spirits, you’ll be a key Business Transformation leader shaping how Spirit of Gallo turns strategy into action. Reporting directly to the General…
Added 2 hours ago
W
Team Manager Developmental
Walmart
CASPER, WY
- $70,000 to $95,000 USD / year
Digital Transformation & Change: Seeks and implements continuous improvements and encourages the team to leverage new digital tools and ways of working.
Added 2 hours ago
EG
Sr Technical Project/Program Manager
Eliassen Group
Cheyenne, WY
- $48 to $53 USD / hour
Our client seeks a Sr Technical Project/Program Manager to lead a complex, multi-year Workday migration for affiliates covering benefits, payroll, learning, recruiting, HR, and finance. The…
Added 3 hours ago
Sr Analyst, Workforce Management Insights
AB3 Nationwide Life and Annuity Insurance Co
OH
Hands-on proficiency writing and maintaining SQL queries for data exploration, transformation, validation, and analysis.
Added 3 hours ago
Director, Internal Audit
J&J Family of Companies
Raynham, MA
…enhance risk management practices, and support the organization’s transformation as DePuy Synthes prepares to operate as a standalone company. The role offers high visibility, meaningful…

Maximus

Manager - IT Service Management

Boise, ID, United States

Remote

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Job details

Workplace: Remote
Posting language: English
Posted: Nov 5, 2026

Original job description

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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