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Added 2 mins ago
Senior Leadership Technical Program Manager, Data Intelligence, Core Systems
Google
San Jose, CA
…unique engineering challenges we face daily. As a Technical Program Manager at Google, you lead complex, multi-disciplinary engineering projects using your engineering expertise. You plan…
Added 4 mins ago
IT Program Manager #3435
Genius Road
Tallahassee, FL, FL
We are seeking an experienced IT Program Manager to lead and oversee complex technology initiatives involving cloud-based solutions, SaaS platforms, and enterprise systems. The ideal…
Added 5 mins ago
Senior Systems Engineer
PlayStation Global
Remote, United States
Develop automation and tooling to improve endpoint reliability, consistency, and supportability at scale
Added 5 mins ago
Accounting Manager
Sports Endeavors
Hillsborough, NC
…and this role is expected to lead that effort. The Accounting Manager will use Claude to accelerate close analytics, technical accounting research, SOX and process documentation, and audit…
Added 6 mins ago
Technical Program Manager – Networking NPI
Nscale
NY
We're hiring a Technical Program Manager to lead New Product Introduction (NPI) for networking across Nscale's US GPU cloud. You'll own the path from a new network platform, architecture,…
Added 7 mins ago
H
Quality 3LS Program Manager
HP
Spring, TX
- $111,000 to $161,000 USD / year
This role is responsible for managing and leading a quality program, including initiating and scaling quality programs, developing schedules, budgets, and resource plans, and influencing…
Added 8 mins ago
Life Cycle Logistics Management Analyst
CACI International
Fort Belvoir, VA
As an life cycle logistics management analyst supporting Project Manager Soldier Warrior within the Portfolio Acquisition Executive Maneuver Ground, you will directly contribute to the…
Added 9 mins ago
Program Manager
CGI Technologies and Solutions, Inc.
Fairfax, VA
The goal of the program is to modernize how exams are scheduled, performed, and delivered - bringing automation, secure data integration, and human centered design to a mission that impacts…
Added 9 mins ago
Senior Technical Program Manager, Electrical Products and Services, Data Center Engineering
Amazon
Herndon, VA
The Sr. Technical Program Manager drives the at-scale global implementation of the newest generations of data center electrical products and electrical distribution infrastructure…
Added 9 mins ago
A
Manager, Conversational & Agentic AI
ADP
Norfolk, VA
- $86,600 to $161,600 USD / year
Manager, Digital Marketing - Conversational & Agentic AI
Added 9 mins ago
Application Integration Engineer
Guidehouse
MCLEAN, VA
…AWS-hosted services supporting the GrantSolutions modernization program. Working in partnership with the Solution Architect, the engineer owns the detailed design, implementation, testing,…
Added 9 mins ago
Senior Program, Manager, Central Selection (Tools), WWGS (Worldwide Grocery Stores)
Amazon
Arlington, VA
 Enable automation and efficiency by partnering with tech teams to develop shared tooling and selection models that eliminate duplicative manual work across multiple orgs, utilizing AI…
Added 9 mins ago
Senior Technical Program Manager, Network Engineering
Amazon
Herndon, VA · Arlington, VA
Network Engineering is seeking a Technical Program Manager (TPM) to help us continue to build the largest network in the world. This role offers endless opportunities to work on latest…
Added 9 mins ago
Risk Manager II, WWOS AMER Resilience
Amazon
Arlington, VA
…customers more resilient through planning, risk mitigation, and automation is our…
Added 9 mins ago
Group Product Manager, Compliance Agent Experience
Coinbase
Richmond, VA
We're hiring a Group Product Manager to lead the Compliance Agent Experience product team within our EAA organization. This team builds the internal tooling and AI-powered investigation…
Added 9 mins ago
Manager, Payment Risk Transformation - Hybrid
Capital One
Richmond, VA · McLean, VA
The Enterprise Payments Governance and Oversight (EPGO) team is seeking a dynamic Manager to define and implement the future of payments governance across the enterprise. In this…
Added 9 mins ago
Manager, Project Management - Mainstreet Product & Experiences Well Managed Team (Hybrid)
Capital One
Richmond, VA · McLean, VA
…everyday work. We are seeking a highly detail oriented Project Manager that is passionate about risk and control management. You’ll be partnering closely with members of our Product,…
Added 10 mins ago
Senior Associate, Project Manager - Commercial Digital Banking Well Managed Team
Capital One
McLean, VA · Richmond, VA
As the Sr. Project Manager on Digital Banking’s Well Managed Team, you will work directly with leaders in product, tech, design, and the enterprise to develop, deliver, and sustain our…
Added 10 mins ago
Platform Engineer - Remote
SitusAMC
Richmond, VA
Develop and maintain the in-house CI/CD automation pipeline as an individual contributor on the Cloud development platform team.
Added 10 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…
Added 10 mins ago
Senior Adobe Experience Platform (AEP) Technical Lead
Publicis Groupe Holdings B.V
Irving, TX
…(CJA), Adobe Analytics, Adobe Target, and Adobe Experience Manager (AEM). The role will translate business and marketing objectives into secure, scalable, governed, reusable, and connected…
Added 10 mins ago
Lead Site Reliability Engineer - Remote
SitusAMC
Richmond, VA
Drive the development and implementation of automation solutions to remove “toil”, streamline processes, reduce manual interventions, and enhance the overall efficiency of the product…
Added 10 mins ago
Project Manager Manufacturing
Siemens
Richmond, VA · Prince George, VA · Hopewell, VA · Petersburg, VA
About Smart Infrastructure – Electrification and Automation:
Added 10 mins ago
AS
Lead Tax Manager
AT&T Services, Inc.
Remote, United States
- $118,800 to $178,200 USD / year
The Lead Tax Manager supports AT&T's tax fixed asset and credits and incentives functions, helping minimize cash taxes and effective tax rate through depreciation deductions, R&D tax…
Added 11 mins ago
PG
Senior Professional, Client Success
Publicis Groupe Holdings B.V
Chicago, IL · New York, NY
- $72,000 to $108,000 USD / year
As a Senior Account Manager in the digital media team, you will play a pivotal role in driving client success by developing strategies using Epsilon’s Digital Media Solutions that align…

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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