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Added 1 min ago
Healthcare Community Outreach & Enrollment Sales Director
Seasoned Recruitment
Fresno, CA · Visalia, CA · Tulare, CA
Prior leadership experience in value-based healthcare, PACE (Program of All-Inclusive Care for the Elderly), Medicare Advantage, Medicaid/Dual-Eligible programs, senior living, home health,…
Added 4 mins ago
Health Industry - Patient Access & Experience Consultant
Accenture LLP Company
Chicago, IL · NY
…other organizations build their digital core, optimize their operations, accelerate revenue growth and enhance citizen services - creating tangible value at speed and scale. We are a…
Added 4 mins ago
Health Industry - Patient Access & Experience Manager
Accenture LLP Company
NY
…other organizations build their digital core, optimize their operations, accelerate revenue growth and enhance citizen services - creating tangible value at speed and scale. We are a…
Added 11 mins ago
Senior Program Manager, Brand & Marketing
Daylight Security
Remote, United States
Design and launch an integrated program management operation across Global Brand and Marketing, partnering with leadership to turn strategy into executable plans delivered on cost, scope,…
Added 11 mins ago
Suites Food and Beverage Supervisor
Compass Group
Dallas, TX
…to join our Premium Suites team. This event-based, part-time leadership role provides first-level supervision of food and beverage operations within our Premium Suites, ensuring exceptional…
Added 14 mins ago
Area Manager
Ruppert Landscape
Wake Forest, NC
…high-quality service delivery, strong client relationships, profitable operations, and safe, efficient work practices. The Area Manager also supports business growth through employee…
Added 21 mins ago
AU
Security Operations Assistant Account Manager
Allied Universal
Jenkintown, PA
- $48,000 to $52,000 USD / year
Allied Universal is looking to hire a Site Manager. The Site Manager is accountable for day-to-day operations of an assigned account, including hiring, training, disciplining and…
Added 21 mins ago
PB
Military & Government Liaison (National & Global)
Polaris Brand Promotions
Media, PA
- $50 USD / hour
Added 21 mins ago
1st Shift Production Associates (Lebanon, PA)
Godshall's Quality Meats, Inc.
Lebanon, PA
Added 21 mins ago
2nd Shift Production Associates (Lebanon, PA)
Godshall's Quality Meats, Inc.
Lebanon, PA
Added 22 mins ago
Regional Operations Director East
ACRT Inc.
Pittsburgh, PA
…teams in dynamic environments. About the Role The Regional Operations Director East reports to the Vice President of Meter Services and serves as a key operational leader responsible for…
Added 25 mins ago
Associate Clinical Director (ACD) – CCM/PCM
MedElite Group, LLC.
Hollywood, FL
…Director in driving operational excellence, quality assurance, and program performance across Chronic Care Management (CCM) and Principal Care Management (PCM) initiatives. This role blends…
Added 28 mins ago
BU
Outpatient Registered Nurse - RN - Dialysis
BVA USA Bio-Med Appl of Virginia Inc
Stafford, VA
- $35 to $59 USD / hour
The professional registered nurse Outpatient RN CAP 2 may be an entry level designation into the Clinical Advancement Program (CAP) for new employees who meet the RN CAP 2 criteria or…
Added 31 mins ago
Operations Supervisor Hauling
WASTE SERVICES, LLC
Calhoun, GA
POSITION SUMMARY: Within a division, the Operations Supervisor – Hauling Operations is responsible for supervising the collections activities in one or more lines of business (commercial,…
Added 36 mins ago
AU
Director Project Controls, Data Centers
AtkinsRealis USA Inc.
United States
- $200,000 to $250,000 USD / year
This is a unique opportunity for an ambitious initiative-taker to be a key contributor to growth and expansion of our operations for all of our business units. You will be a key face of the…
Added 40 mins ago
Emerging Store Manager
Walgreens
PROVIDENCE, RI
…end of the store and making recommendations on the overall operations of the Pharmacy and Retail…
Added 40 mins ago
Emerging Store Manager
Walgreens
COVENTRY, RI
…end of the store and making recommendations on the overall operations of the Pharmacy and Retail…
Added 40 mins ago
Emerging Store Manager
Walgreens
NORTH PROVIDENCE, RI
…end of the store and making recommendations on the overall operations of the Pharmacy and Retail…
Added 40 mins ago
Emerging Store Manager
Walgreens
PROVIDENCE, RI
…end of the store and making recommendations on the overall operations of the Pharmacy and Retail…
Added 40 mins ago
Emerging Store Manager
Walgreens
NORTH PROVIDENCE, RI
…end of the store and making recommendations on the overall operations of the Pharmacy and Retail…
Added 40 mins ago
Emerging Store Manager
Walgreens
WARWICK, RI
…end of the store and making recommendations on the overall operations of the Pharmacy and Retail…
Added 40 mins ago
Emerging Store Manager
Walgreens
BELLEAIR BLUFFS, FL
…end of the store and making recommendations on the overall operations of the Pharmacy and Retail…
Added 40 mins ago
W
Shift Lead
Walgreens
AURORA, CO
- $18.5 to $23.5 USD / hour
Assist with ensuring the Outdate program is followed with team members.
Added 43 mins ago
Director of Business Development (Federal)
Cynet Corp
Remote, United States
…existed. You'll work with the agencies, contracting officers, program managers, and primes to position Cynet Health ahead of the competition before solicitations drop. About the Role: The…
Added 50 mins ago
Division Administrator - Anesthesiology
The Medical College of Wisconsin, Inc.
Milwaukee, WI
…effective manner. Responsible for the day-to-day administration and operations of the division’s clinical programs, collaborating with the Department Administrator, Clinical Operations…

Closed listing

Maximus

Manager - IT Service Management

Lansing, MI, 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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