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Program Manager III, Software Engineering, YouTube
YouTube
San Bruno, CA
…everyone, whether down the street or across the globe. As a Program Manager at Google, you’ll lead complex, multi-disciplinary projects from start to finish - working with stakeholders to…
Added just now
Senior Program Manager, Supply Chain Planning, Technical Infrastructure
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…everyone, whether down the street or across the globe. As a Program Manager at Google, you’ll lead complex, multi-disciplinary projects from start to finish - working with stakeholders to…
Added 5 mins ago
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Product Manager – Retirement Services
Cognizant
Jackson, MS
- $150,000 to $180,000 USD / year
As a Product Manager – Retirement Services, you will make an impact by serving as the strategic bridge between business stakeholders, client leadership, and delivery teams to drive…
Added 5 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 5 mins ago
Net Zero Manager, Supplier Clean Energy
Meta
Jackson, MS
Meta's Net Zero team drives Net Zero strategy, programs and engagement across the company and with our partners. We seek an experienced teammate to lead supplier clean electricity…
Added 14 mins ago
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Product Manager – Retirement Services
Cognizant
Boise, ID
- $150,000 to $180,000 USD / year
As a Product Manager – Retirement Services, you will make an impact by serving as the strategic bridge between business stakeholders, client leadership, and delivery teams to drive…
Added 14 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 14 mins ago
Net Zero Manager, Supplier Clean Energy
Meta
Boise, ID
Meta's Net Zero team drives Net Zero strategy, programs and engagement across the company and with our partners. We seek an experienced teammate to lead supplier clean electricity…
Added 14 mins ago
GA
Sr Technical Program Manager
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Boise, ID
- $95,000 to $150,000 USD / year
Working as the Program Manager – Global Mobility & Talent Management Technology, you will be responsible for working in lock-step with application or domain leaders acting as a senior…
Added 20 mins ago
VH
Senior Psychologist (National Manager)
Veterans Health Administration
Location Negotiable After Selection
- $147,945 to $197,200 USD / year
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Added 23 mins ago
VH
Supervisory Medical Supply Technician - Sterile Processing Chief
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Indianapolis, IN
- $113,225 to $147,184 USD / year
…accreditation standards, including the planning and implementation of programs to improve outcomes and develop a culture of continuous survey readiness. The Chief Sterile Processing Service…
Added 23 mins ago
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Space Launch Engineer, SSC/SYD 80
Space Systems Command
Kirtland AFB, NM
- $90,479 to $139,871 USD / year
Experience: Applicants should have experience in engineering and/or program management or related fields, ideally within the DoW or a similar environment. Proven experience in leading…
Added 25 mins ago
NC
General Engineer
National Cemetery Administration
Washington, DC
- $143,913 to $187,093 USD / year
As a General Engineer/Project Program Manager, you will lead the planning, design, and construction of major national cemetery projects that support the National Cemetery Administration's…
Added 25 mins ago
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Assistant Inspector General (AIG) Front Office
Office of the Inspector General, USPS
Arlington, VA
- $151,661 to $228,000 USD / year
…critical areas of the Postal Service, and related investigative programs to ensure project alignment with strategic initiatives and agency…
Added 37 mins ago
Program Manager 2
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Northrop Grumman Aeronautics Systems (AS) sector has an opening for a Program Manager 2 to join our team of qualified, diverse individuals. This leadership opportunity is based in Palmdale,…
Added 44 mins ago
Clinical Unit Leader - Emergency Department (ED) - West Hospital
Bon Secours Mercy Health
Cincinnati, OH
The Lead RN/Charge Nurse is responsible for coordinating patient care on a designated unit. In collaboration with the Clinical Manager, this role uses nursing process and clinical knowledge…
Added 46 mins ago
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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 46 mins ago
VH
(Psychiatrist)Outpatient Mental Health Clinics - Assistant Supervisor
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Saint Louis, MO
- $300,000 to $335,000 USD / year
Developing clinic procedures to meet VHA performance and quality directives and VHA strategic objectives with support from assigned Program Manager.
Added 48 mins ago
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SUPERVISORY PROGRAM ANALYST (PROJECT MANAGER)
U.S. Marine Corps
Stafford, VA
- $102,415 to $158,322 USD / year
You will serve as a SUPERVISORY PROGRAM ANALYST (PROJECT MANAGER) on the Cyber Perimeter & Access Services (CPAS) team within the Program Office for Cloud & Cybersecurity, Portfolio…
Added 51 mins ago
UA
INTERDISCIPLINARY
U.S. Army Corps of Engineers
Galveston, TX
- $103,225 to $134,195 USD / year
Divisionâs and USACE Civil Work Strategic Investment Framework. | Provide technical assistance in resolution of issues and in the development of various management plans and cost sharing…
Added 52 mins ago
Technical Program Manager
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Santa Clara, CA · Santa Clara
Own end-to-end program execution for semiconductor equipment development programs, ensuring delivery of scope, schedule, cost, quality, performance, and customer commitments throughout the…
Added 54 mins ago
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Chief Information Security Officer (CISO)
Department of the Air Force
Pentagon, Arlington, VA
- $151,662 to $219,000 USD / year
Demonstrated senior executive experience overseeing complex cybersecurity programs and operations to protect mission-critical systems, networks, data, and services. This includes directing…
Added 54 mins ago
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MANAGEMENT AND PROGRAM ANALYST (CSOD)
Organization of the Joint Chiefs of Staff
Pentagon, Arlington, VA
- $143,913 to $187,093 USD / year
…of Staff. The incumbent serves as the Joint Staff's senior program analysis officer, Branch Chief, and principal integrator for Commercial Support to Operations (CSO) education, training,…
Added 1 hour ago
Project Manager (IT-IA-IM Prog/Proj Mgr II) (Government)
AT&T Technical Services Company, Inc.
Remote, United States
AT&T has an opening for a Project Manager (PjM): To support the National Security Sector in providing information technology upgrades.
Added 2 hours ago
VH
Healthcare Engineer
Veterans Health Administration
West Haven, CT
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…supervision while developing their skills; experienced engineers lead Integrated Project Teams and manage projects independently. Engineers obtain and maintain COR, OSHA competent person,…

Maximus

Manager - IT Service Management

Jackson, MS, 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.

#techjobs #veteransPage

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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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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