Jobs in the United States

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Technical Program Manager, Knowledge Systems
Coinbase
Des Moines, IA
Team/ Role Paragraph: The Knowledge Systems team builds the infrastructure powering accurate knowledge across customer self-service, internal tools, and AI-assisted support. As Technical…
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Principal Aftermarket Technical Product Manager
GE Aerospace
Des Moines, IA
As Principal Technical Product Manager – Aftermarket, you will own the product vision, strategy and roadmap for the digital solutions that support the Service & Repair value streams in…
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Residential Serviceman - Electrical Journeyman
EMCOR Group
Des Moines, IA
Position Description . Our Residential Serviceman Electricians are dedicated to providing short-order service and warranty calls for residential homes. This position requires an individual…
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MI
Part-time Nabisco Merchandiser
Mondelez International
Des Moines, IA
- $14 to $16 USD / hour
- Part-time
Serve as the face of the company delivering outstanding customer service to both store teams and shoppers
Added just now
GA
Principal Technical Product Manager, Data & Platform
GE Aerospace
Des Moines, IA
- $152,000 to $222,000 USD / year
…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 teams that build…
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Senior ALC Developer
Maximus
Des Moines, IA
Maximus is a trusted federal partner supporting the Internal Revenue Service (IRS) in delivering essential services that help taxpayers navigate and meet their tax obligations. Through…
Added just now
Senior ALC Developer
Maximus
Des Moines, IA
Maximus is a trusted federal partner supporting the Internal Revenue Service (IRS) in delivering essential services that help taxpayers navigate and meet their tax obligations. Through…
Added just now
Sr Program Specialist -FAA Fire Alarm Project Manager -Remote
Honeywell Technologies
Des Moines, IA
As a Sr. Construction Manager- Fire Alarm Project Manager , you will be responsible for overseeing all aspects of multi-year, multisite national programs, managing teams to ensure project…
Added just now
M
Senior ALC Developer PART TIME
Maximus
Des Moines, IA
- Part-time
Maximus is a trusted federal partner supporting the Internal Revenue Service (IRS) in delivering essential services that help taxpayers navigate and meet their tax obligations. Through…
Added just now
Manager, Enterprise Communications & Channels
Amentum
Des Moines, IA
The Manager, Enterprise Communications & Channels is responsible for developing and delivering employee communication programs that inform, engage, and connect employees to Amentum's…
Added 2 mins ago
Auto Litigation Claims Specialist
Zurich Insurance Company Ltd.
Addison, TX
Ensure customer service by proactively communicating information; responding to inquiries; following customer protocols and may participating in customer marketing efforts.
Added 11 mins ago
Store Assistant Manager
Circle K
Martinsville, VA
You will assist the Store Manager with oversight of the Stationstore operations. You’ll help with hiring, supervising and working with the staff to accomplish daily tasks, bookkeeping and…
Added 11 mins ago
Special Events Coordinator
City of San Luis
San Luis, AZ
Added 11 mins ago
Trainmaster -5+ years work experience in railroad industry/supervisory duties required.
Genesee & Wyoming
Parker, AZ
At G&W, we live by our Core Values: Safety, Service, Integrity, Respect, Transparency, Accountability, Innovation and Excellence. We offer competitive pay, a comprehensive benefits package,…
Added 11 mins ago
BH
Solution Architect
Banner Health
Remote, United States
- $51.13 to $85.21 USD / hour
OE - Typical Office Environment: (Accountant, Administrative Assistant, Consultant, Program Manager)
Added 12 mins ago
BH
Outpatient Complex Coder
Banner Health
Remote, United States
- $27.35 to $41.03 USD / hour
…Candidate should have complex coding experience in acute care, all service lines including, but not limited to: General, Orthopedic, Urology/Gynecology, Cardiac, Spinal,…
Added 12 mins ago
SECRETARY
State of Arizona
LAKE HAVASU CITY, AZ
Categories: Administrative Support/Customer Service
Added 12 mins ago
ES
Assistant Store Manager
Extra Space Storage
Oro Valley, AZ
- $16.85 USD / hour
The Assistant Store Manager plays a pivotal role in supporting the daily operations of one or more self-storage locations, under the guidance of the District Manager and Store Manager. This…
Added 12 mins ago
SC
Cook - Part Time
Sun Communities
Casa Grande, AZ
- $17 USD / hour
- Part-time
Team Member Perks & Benefits Program with hundreds of discounts on things like mobile phone service, travel, retail, and more
Added 12 mins ago
SC
Cook
Sun Communities
Casa Grande, AZ
- $17 USD / hour
Team Member Perks & Benefits Program with hundreds of discounts on things like mobile phone service, travel, retail, and more
Added 12 mins ago
Retail Merchandising & Inventory Supervisor
Staples
Prescott, AZ
…Signage Standards, Inventory Management, Back-Room Operations and Customer Service through actions and coaching. You will be collaborative and inclusive in helping our customers while being…
Added 12 mins ago
Maintenance Supervisor, Multifamily
Cushman & Wakefield
Prescott, AZ
The Maintenance Supervisor responds to our resident's service request and is instrumental in helping Cushman and Wakefield deliver superior customer service to our residents.
Added 12 mins ago
Customer Service Representative 4
State of Arizona
SURPRISE, AZ
Categories: Administrative Support/Customer Service,Skilled Trades/Crafts
Added 12 mins ago
Retail Sales Merchandiser - Grocery
Acosta Group
GILBERT, AZ
Strong communication, customer service ability, and attention to detail
Added 12 mins ago
Infrastructure Engineering Manager (Mainframe Database)
Wells Fargo
CHANDLER, AZ
Wells Fargo is seeking an Infrastructure Engineering Manager (Mainframe Database) to lead teams responsible for Db2 and IMS database engineering, infrastructure, administration, and…

Closed listing

Maximus

Manager - IT Service Management

Dover, DE, 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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