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VSR - Structures
Stellantis
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…actions. The VSR must also work closely with each Discipline Manager (Engineering Director) within BIW, Closures, Exterior, Restraints and Vision and his/her large team to ensure that there…
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Relief Driver CDL A
WM
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We Are Committed to Your Growth: Your Tomorrow Education Assistance Program, paid on-the-job training, and established career progression.
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CDL A Driver
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We Are Committed to Your Growth: Your Tomorrow Education Assistance Program, paid on-the-job training, and established career progression.
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Physical Therapy Technician/Patient Service Coordinator
Aligned Orthopedic Partners
Bethesda, MD
- $18 to $19.5 USD / hour
Performing all other tasks and projects assigned by the manager.
Added 2 mins ago
Agile Business Analyst
Na Ali'i Consulting & Sales, LLC.
Arlington, VA
…support in writing Epics and Features as part of on of our Agile Software Delivery Teams. Frequent, open communication with both the Program Manager and the Army client will be an essential…
Added 2 mins ago
Information Systems Security Manager (ISSM)
Iron Will Ventures
Crane, IN
Coordinating with the FSO, SCIF Manager, program management, customer security representatives, and applicable Cognizant Security Authorities.
Added 3 mins ago
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Educational Investment Program - up to $1,000
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Associate Director - Technical Data Product Owner
Eli Lilly and Company
United States
5+ years of Product Owner, Technical Product Manager, Data Product Manager, or Business Systems Analyst experience.
Added 3 mins ago
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Client Manager
World Wide Technology Holding, LLC
Washington D.C. · New York, NY
- $150,000 to $175,000 USD / year
Health and Wellbeing: Health (Medical & Prescription), Dental, and Vision Care, Onsite Health Centers (MO & IL), Employee Assistance Program, Wellness program
Added 3 mins ago
Sr. Technical Program Manager
Clearwater Analytics, LLC
United States
Clearwater Analytics is looking for a Vice President, Technical Program Manager to operate at the organizational level - partnering across product and engineering teams, including OEMS,…
Added 4 mins ago
Global H&S Audit Manager, AWS Health & Safety
Amazon
Umatilla, OR
We are seeking a Global H&S Audit Manager to lead the strategic direction and governance of AWS's Internal Health & Safety Audit Program. This role is focused on defining audit strategy,…
Added 4 mins ago
Research Program Coordinator: Northwest Alliance for Computational Science & Engineering
Oregon State University
Corvallis, OR
As part of the College of Engineering(NACSE) research center in the College of Engineering, the Research Program Coordinator (Project Manager) provides high-level project management and…
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Building Systems Engineer II
Nike
Beaverton, OR
This role reports to the Facilities Manager for Beaverton AirMi. You’ll collaborate with a dynamic team of AirMi, and Nike business leaders, as well as external partners. This team thrives…
Added 4 mins ago
UI Software Developer - .Net - Remote
SitusAMC
Salem, OR
This role will play a key role in designing, developing, and maintaining high-quality software applications. This role will collaborate with cross-functional teams to deliver robust and…
Added 4 mins ago
Manager - IT Service Management
Maximus
Salem, OR
Maximus seeking an experienced and highly motivated Manager, Enterprise Service Management & Knowledge Experience to lead the transformation and manage operations of Enterprise Service…
Added 4 mins ago
Analyst, Product Support
SitusAMC
Salem, OR
…clients to facilitate the delivery and implementation of Inhouse software and configuration into client production environments. This position receives, validates, and routes software…
Added 4 mins ago
FLOATING CAFE MANAGER - ORLANDO, FL
Compass Group, North America
Salem, OR
Working as a Retail Manager supporting Morrison Healthcare accounts throughout the Florida market, you will help lead successful retail and cafeteria operations in partnership with account…
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Platform Engineer - Remote
SitusAMC
Salem, OR
Design and develop scalable stateful and stateless AWS applications using modern tools, cloud architecture, and software design patterns.
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Sr Technical Program Manager
GE Aerospace
Salem, OR
- $95,000 to $150,000 USD / year
Working as the Program Manager – Global Mobility & Talent Management Technology, you will be responsible for working in lock-step with application or domain leaders acting as a senior…
Added 4 mins ago
Group Product Manager, Privacy
Ford Motor Company
Salem, OR
Launched in 2023, Integrated Services creates and markets new customer experiences by integrating hardware, software and services across Ford Blue, Model e and Ford Pro. These products and…
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Operations - Process Manager - Sr
Eliassen Group
Salem, OR
- $55 to $65 USD / hour
Our client seeks a senior process manager to lead Script Governance to ensure Intent = Execution for internal and legacy backbook scripts from a recent acquisition. The role will coordinate…
Added 5 mins ago
Front Desk Team Member
ChenMed
Orlando, FL
Performs other duties as assigned and modified at manager’s discretion.
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Chef - DJT International
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Experience Associate - Denver, CO
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Learn and train others on community software, such as Yardi and Stayntouch
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Event Technician Part Time- Audio Visual, JW Marriott Tampa Water Street
Encore Global
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…customer satisfaction. This position reports to an Operations Manager, Operations Director or Director, Event…

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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