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Added 33 mins ago
A
Technical Program Manager Defense Systems
Actalent
Mukilteo, WA
- $140,000 to $160,000 USD / year
Job Title: Technical Program Manager Defense Systems
Added 34 mins ago
Senior AI Agent & Automation Solutions Engineer
Concentrix
Bellevue, WA
Translate ambiguous business problems into structured technical requirements, solution designs, measurable outcomes, and maintainable implementation plans.
Added 34 mins ago
M
Customer Success Account Manager
ManpowerGroup
Redmond, WA
- $55 to $57 USD / hour
Our client, a technology and cloud-focused organization, is seeking a Customer Success Account Manager to join their team. As a Customer Success Account Manager, you will be part of the…
Added 34 mins ago
C
Bldg Sr Engineer
CBRE
Redmond, WA
- $40 to $45 USD / hour
This job ispart of the Engineering and Technical Services job function. They areresponsible for providing support, preventive maintenance, and repairs onequipment and systems.
Added 34 mins ago
Senior Technical Program Manager , AWS Organizations
Amazon
Seattle, WA
We are looking for an experienced Technical Program Manager to tackle complex and ambiguous problems that span numerous systems and organizations across AMG's portfolio. You will be a…
Added 34 mins ago
A
Senior Product Safety & Quality Manager (Consumer Products)
Actalent
Seattle, WA
- $50 to $55 USD / hour
Job Title: Manager, Consumer ProductsJob Description
Added 34 mins ago
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Senior Systems Engineer, AM&D Services & Products
Uber
Seattle, WA
- $171,000 to $190,000 USD / year
You will be responsible for the safety of the technical frameworks that allow Uber to integrate seamlessly with various autonomous vehicle (AV) partners while developing our own internal…
Added 34 mins ago
EG
Product Manager, Team Digital Products
Eliassen Group
Olympia, WA
- $50 to $55 USD / hour
Our client is seeking a Product Manager to own the day-to-day digital product relationship with its teams, primarily supporting team websites, CMS platforms, and related digital…
Added 34 mins ago
EG
Program Manager
Eliassen Group
Olympia, WA
- $75 to $80 USD / hour
Our client seeks a Program Management leader to drive delivery of software that provides business value. The role will supervise and mentor Technical Program Managers and Scrum Masters,…
Added 48 mins ago
EG
Product Manager, Team Digital Products
Eliassen Group
Salem, OR
- $50 to $55 USD / hour
Our client is seeking a Product Manager to own the day-to-day digital product relationship with its teams, primarily supporting team websites, CMS platforms, and related digital…
Added 48 mins ago
EG
Program Manager
Eliassen Group
Salem, OR
- $75 to $80 USD / hour
Our client seeks a Program Management leader to drive delivery of software that provides business value. The role will supervise and mentor Technical Program Managers and Scrum Masters,…
Added 57 mins ago
EG
Product Manager, Team Digital Products
Eliassen Group
Topeka, KS
- $50 to $55 USD / hour
Our client is seeking a Product Manager to own the day-to-day digital product relationship with its teams, primarily supporting team websites, CMS platforms, and related digital…
Added 57 mins ago
EG
Program Manager
Eliassen Group
Topeka, KS
- $75 to $80 USD / hour
Our client seeks a Program Management leader to drive delivery of software that provides business value. The role will supervise and mentor Technical Program Managers and Scrum Masters,…
Added 1 hour ago
Sr. Program Manager DA Eligibility, Worldwide DSP Performance
Amazon
Nashville, TN
The Sr. Program Manager, Eligibility is a cross-functionally strategic, analytical, and influential role responsible for leading the end-to-end eligibility and screenings program globally -…
Added 1 hour ago
Sr Program Manager, Benefits , DSP, Value Added Services
Amazon
Nashville, TN
…(DSP) Product and Strategy organization is seeking a Senior Program Manager to define and execute our global benefits strategy, supporting Amazon's rapidly expanding Last Mile delivery…
Added 1 hour ago
EG
Program Manager
Eliassen Group
Nashville, TN
- $75 to $80 USD / hour
Our client seeks a Program Management leader to drive delivery of software that provides business value. The role will supervise and mentor Technical Program Managers and Scrum Masters,…
Added 1 hour ago
EG
Product Manager, Team Digital Products
Eliassen Group
Nashville, TN
- $50 to $55 USD / hour
Our client is seeking a Product Manager to own the day-to-day digital product relationship with its teams, primarily supporting team websites, CMS platforms, and related digital…
Added 1 hour ago
Mgr, Business Engagement
Southern Company
Atlanta, GA
The Business Engagement Manager will provide strategic leadership, technical expertise, and tactical support to maximize the value that internal data, analytics, and AI solutions can…
Added 1 hour ago
Senior AI Engineer
MiniMed
Atlanta, GA
Set the technical standard. Establish reusable patterns for agent design, tool-calling, retrieval, and evaluation harnesses; review and quality-gate the work of other engineers on the team…
Added 1 hour ago
EG
Program Manager
Eliassen Group
Atlanta, GA
- $75 to $80 USD / hour
Our client seeks a Program Management leader to drive delivery of software that provides business value. The role will supervise and mentor Technical Program Managers and Scrum Masters,…
Added 1 hour ago
EG
Product Manager, Team Digital Products
Eliassen Group
Atlanta, GA
- $50 to $55 USD / hour
Our client is seeking a Product Manager to own the day-to-day digital product relationship with its teams, primarily supporting team websites, CMS platforms, and related digital…
Added 1 hour ago
Lead DevSecOps Engineer
Leidos
Eagan, MN
…Agile Release Train (ART) delivering iterative value across the program. This position supports government programs and requires the ability to obtain and maintain a favorable Public Trust…
Added 1 hour ago
II
Ontology Data Specialist
IDR, Inc
Eagan, MN
- $75 to $78 USD / hour
…structures while collaborating with domain experts and providing technical guidance on modeling…
Added 1 hour ago
Manager - Digital Technology Org
Mayo Clinic
Rochester, MN
The Manager, Digital Technology Org provides cross-functional leadership to ensure the successful planning, execution, and optimization of digital operations, service delivery, analytics,…
Added 1 hour ago
Data Science Specialist
Stride, Inc.
Saint Paul, MN
…This role combines audit and internal control knowledge with technical data skills to improve the efficiency, consistency, and depth of assurance activities across the…

Closed listing

Maximus

Manager - IT Service Management

Lincoln, NE, United States

Remote

This opening has closed.

The original listing is kept below for reference.

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About employer

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.

#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

About employer

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
Google Analytics

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