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Added 8 mins ago
GA
Principal Technical Product Manager, Data & Platform
GE Aerospace
Waukesha, WI
- $152,000 to $222,000 USD / year
…supporting the Defense & Systems (D&S) business, the Principal Technical Product Manager, Data & Platform owns the D&S Palantir Foundry environment and leads delivery across the technical…
Added 8 mins ago
Technical Program Manager, Knowledge Systems
Coinbase
Madison, WI
…customer self-service, internal tools, and AI-assisted support. As Technical Program Manager, you will translate knowledge strategy into technical execution. This is a systems-focused role…
Added 8 mins ago
AI Operations Administrator - Gravitee - Remote US
SitusAMC
Madison, WI
Support the technical controls for Shadow AI discovery and prevention in partnership with Information Security Engineering, and help business users move to approved, supported AI tools.
Added 8 mins ago
Manager, Enterprise Communications & Channels
Amentum
Madison, WI
The Manager, Enterprise Communications & Channels is responsible for developing and delivering employee communication programs that inform, engage, and connect employees to Amentum's…
Added 8 mins ago
C
Program Manager, RES (Risk Engineering Solutions)
CBRE
Madison, WI
- $105,000 to $125,000 USD / year
Program Manager- Risk EngineeringSolutions (RES)
Added 8 mins ago
Data Center Facility Operations Area Director
Meta
Madison, WI
Own org health as a measured outcome - Meta’s Pulse indicator, attrition, upward feedback, and manager effectiveness - and diagnose and resolve complex health issues spanning multiple teams…
Added 8 mins ago
C
Program Manager, RES (Risk Engineering Solutions)
CBRE
Madison, WI
- $105,000 to $125,000 USD / year
Program Manager- Risk EngineeringSolutions (RES)
Added 9 mins ago
EG
Product Manager, Team Digital Products
Eliassen Group
Madison, WI
- $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 9 mins ago
EG
Program Manager
Eliassen Group
Madison, WI
- $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 18 mins ago
Program Manager - Federal Health IT
Rackner
Washington, DC · Falls Church, VA
Rackner is seeking an experienced Program Manager to lead a complex federal health IT program supporting the Military Health System (MHS).
Added 27 mins ago
BI
Site IT Manager
BorgWarner Inc.
Dixon, IL
- $107,600 to $147,950 USD / year
The Site IT Manager is fully accountable IT leader for all IT services at the assigned plant(s). The role ensures stable, secure, and standardized IT service delivery, aligned with…
Added 27 mins ago
Tool And Die Manager
Aerotek
Lake Forest, IL
Job Title: Toolroom Manager / Tool & Die Manager Job Description
Added 27 mins ago
Information Technology Group Leader
Argonne National Laboratory
Lemont, IL
Establishes, implements, and maintains a comprehensive and effective cyber/computer security program to protect the APS information and information technology assets.
Added 28 mins ago
T
Systems Manager
TEKsystems
Schaumburg, IL
- $40 to $50 USD / hour
The Genetec Video System Manager will serve as the single point of contact for the Chicago Housing Authority Camera Infrastructure Program, managing a 7000 plus camera system with a primary…
Added 28 mins ago
Senior Manager, Application Development (.Net, React, Databricks)
CIBC
Chicago, IL
As a Senior Manager, Application Development at CIBC, you will lead cross-functional development teams and oversee several large-scale projects and support functions for key business lines.…
Added 28 mins ago
Manager - EA Material Management
United Airlines
Chicago, IL
The Manager – EA Material Management leads the team responsible for material planning and oversight of Supply Chain activities as it relates to Engineering Authorization (EA) projects. This…
Added 28 mins ago
EG
Product Manager, Team Digital Products
Eliassen Group
Springfield, IL
- $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 28 mins ago
EG
Program Manager
Eliassen Group
Springfield, IL
- $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
Product Manager- Cloud Computing
System One
Washington, DC
PROJECT DESCRIPTION: Product Manager for Research Computing Platform
Added 53 mins ago
T
SEO And AI Specialist
TEKsystems
Redlands, CA
- $41 to $50 USD / hour
…digital ecosystem. This is a hands-on SEO role requiring strong technical SEO expertise, SEO strategy, data analysis, content optimization, and knowledge of AI search and generative engine…
Added 53 mins ago
W
Group Director, Product Management – Global Fraud, Identity & Account Protection
Walmart
San Bruno, CA
- $254,000 to $481,000 USD / year
Evaluate technical and operational risks while balancing innovation with platform stability and compliance requirements.
Added 54 mins ago
Senior Product Manager, YouTube Creator Monetization Quality
Google
San Bruno, CA
…who can build at an unprecedented scale. As a Senior Product Manager on the YouTube Creator Monetization Quality team, you will be responsible for driving, protecting, and evolving the…
Added 54 mins ago
Head Universal Banker, Rancho Cucamonga Branch
Citigroup
Rancho Cucamonga, CA
Champion risk and control by monitoring day-to-day operations, ensuring compliance with policies, supporting the Branch Manager
Added 55 mins ago
Applied Research Lead, AI for Teaching
Stanford University
Stanford, CA
You will work closely with the lab’s project manager, who leads our educator and district partnerships, and with technical staff, postdocs, and graduate students who build and validate…
Added 55 mins ago
Manager, Production Finance
Sinclair Broadcast Group
Santa Monica, CA
Tennis Channel’s Production Finance Manager manages day-to-day production accounting and financial analysis for domestic and international production activities. Reporting to the Director…

Closed listing

Maximus

Manager - IT Service Management

Nashville, TN, 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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