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Added 2 mins ago
AC
Senior Azure Cloud Engineer
Aon Corporation
Virtual, IL · Virtual, VA · Virtual, NC · Virtual, TX · Virtual, IN · Virtual, NJ
- $135,000 to $150,000 USD / year
…cloud-related objectives, work you're doing, technical standards, and implementation methods. Partner with technology leadership, security teams, business collaborators, and external…
Added 5 mins ago
PC
Product Change Manager
Post Consumer Brands
Lakeville, MN
- $80,166 to $118,645 USD / year
The Product Change Manager leads end-to-end commercialization initiatives across our U.S. Retail business. As a member of the Commercialization Team, you will guide stage-gate approved…
Added 7 mins ago
Transition Manager - Oracle HCM Modernization
CACI
San Antonio, TX · San Antonio
CACI is seeking a Transition Manager to plan and lead the move from legacy systems to Oracle Fusion Cloud HCM for an anticipated Department of the Air Force (DAF) human resources…
Added 28 mins ago
Clinical Activation Specialist
Yale New Haven Health
NEW HAVEN, CT
…Construction Division and the Client (i.e. Hospital/ Health System Departments), the contractors, suppliers, vendors, design professionals and the State of CT Department of Health. The…
Added 31 mins ago
FS
Security Officer
Four Seasons Hotels Limited
Beverly Hills, CA
- $29.4 USD / hour
Take an active role in the implementation of the hotel's fire plan including the Fire Panel, Command Post, fire-fighting equipment, and the roles that each employee/manager plays.
Added 37 mins ago
VP Pharmacy Services
GuideWell
Jacksonville, FL
…multi-year trend, benefit and formulary strategy, Pharmacy Benefit Manager (PBM) performance, Medicare Part D and Commercial regulatory compliance, and clinical quality outcomes. The role…
Added 44 mins ago
FAST-TB Track Manager
UCSF
San Francisco, CA · CA
The FAST-TB Track Manager independently manages the operational, administrative, and programmatic activities of the four scientific Tracks. The incumbent works closely with Track Co-Chairs,…
Added 45 mins ago
Employee Benefits Account Manager - California - Remote
Patra Corporation
UNAVAILABLE
The Employee Benefits Account Manager relies on back office support to handle the mundane tasks that are commonly associated with an Account Management role. We believe by strengthening our…
Added 45 mins ago
SC
Registered Respiratory Therapist
St. Charles Health System, Inc.
Redmond, OR · Prineville, OR · Bend, OR · Madras, OR
- From $10 USD / hour
REPORTS TO POSITION: Manager Respiratory Therapy
Added 45 mins ago
SC
Registered Respiratory Therapist
St. Charles Health System, Inc.
Redmond, OR · Prineville, OR · Bend, OR · Madras, OR
- From $10 USD / hour
REPORTS TO POSITION: Manager Respiratory Therapy
Added 48 mins ago
Human Resources Manager
ABLE COMMUNICATIONS INC
GRAND PRAIRIE, TX
The HR Manager is responsible for leading and managing the day-to-day operations of the Human Resources function, ensuring effective execution of HR programs, policies, processes, and…
Added 58 mins ago
PC
Principal UX Strategist
Patelco Credit Union
Dublin, CA
- $137,485 to $171,866 USD / year
Define, own and evolve Patelco’s digital design principles, system and processes
Added 1 hour ago
SO
CHIEF IT MANAGER
State of Nevada (NV)
Carson City, NV · Las Vegas, NV · North Las Vegas, NV
- $47.94 to $72.52 USD / hour
Write requests for proposals which detail proposed systems and serve as a reference document for system development, personnel, and IT management by utilizing information gathered and…
Added 1 hour ago
Sr. Manager of Product Support
Nextep
Remote, United States
We are looking for a highly skilled and motivated Sr. Manager of Product Support to join our team. In this critical leadership role, you will drive operational success for the Nextep PEO by…
Added 1 hour ago
PA
IT Director
Pava Applications International Corporation
San Diego, CA
- $170,000 to $200,000 USD / year
…technical decisions. The role leads a small team including an IT Manager and is accountable for the infrastructure supporting AIC’s continuously operating SaaS…
Added 1 hour ago
CO
Division Manager, Special Events & Recreation
City of Kyle
Kyle, TX
- $83,516.58 to $102,875.38 USD / year
…strategic leadership for the planning, development, coordination, implementation, and evaluation of programs, services, and events that deliver high-quality, inclusive, accessible, and…
Added 1 hour ago
SF
Real Estate Appraisal Program Manager
Santa Fe County
Santa Fe, NM
- $33.19 to $39.82 USD / hour
Plans, analyzes, and recommends courses of action relative to the computerized appraisal records system and data entry functions of the County Assessor’s Office.
Added 1 hour ago
CO
Associate Planner
City of South Gate
South Gate, CA
- $43.01 to $52.28 USD / hour
…comprehensive planning and environmental analyses; may assist in the implementation of the Community Development Block Grant Program; provides information and assistance to developers, the…
Added 1 hour ago
Clinical Quality and Regulatory Specialist
PacificSource
United States
Contribute to and support the implementation and maintenance of an employee education program that encompasses new and existing employee, vendor and subcontractor onboarding, that addresses…
Added 1 hour ago
Clinical Quality and Regulatory Specialist
PacificSource
United States
Contribute to and support the implementation and maintenance of an employee education program that encompasses new and existing employee, vendor and subcontractor onboarding, that addresses…
Added 1 hour ago
Clinical Quality and Regulatory Specialist
PacificSource
Bend, OR
Contribute to and support the implementation and maintenance of an employee education program that encompasses new and existing employee, vendor and subcontractor onboarding, that addresses…
Added 1 hour ago
Clinical Quality and Regulatory Specialist
PacificSource
Portland, OR
Contribute to and support the implementation and maintenance of an employee education program that encompasses new and existing employee, vendor and subcontractor onboarding, that addresses…
Added 1 hour ago
Clinical Quality and Regulatory Specialist
PacificSource
Boise, ID
Contribute to and support the implementation and maintenance of an employee education program that encompasses new and existing employee, vendor and subcontractor onboarding, that addresses…
Added 1 hour ago
Clinical Quality and Regulatory Specialist
PacificSource
Springfield, OR
Contribute to and support the implementation and maintenance of an employee education program that encompasses new and existing employee, vendor and subcontractor onboarding, that addresses…
Added 1 hour ago
Facility Manager
Cushman & Wakefield U.S., Inc.
NE
A minimum of 5-7 years of commercial high-rise, campus environment, and/or property portfolio management experience required

Closed listing

Maximus

Manager - IT Service Management

Albany, NY, 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.

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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

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
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Jobs in the United States