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Added 1 min ago
RT
Manager, Construction
RCN Telecom Services of Illinois,LLC
United States
- $100,000 to $120,000 USD / year
…increase with each level for Fiber Construction Lead I through Manager, Fiber…
Added 1 min ago
General Manager
FIRE SAFETY AND PROTECTION, LLC
Beltsville, MD
Learn more here.Apply today and become part of a company where your skills and dedication are valued.The General Manager is responsible for overseeing the operations of assigned service…
Added 4 mins ago
A
Program Manager – DOE National Laboratory Capital Building Programs
AECOM
New York, NY
- $250,000 to $300,000 USD / year
AECOM seeks an experienced Program Manager to lead multidisciplinary teams delivering complex engineering, design, and infrastructure projects for U.S. Department of Energy (DOE) national…
Added 4 mins ago
A
Program Manager – DOE National Laboratory Capital Building Programs
AECOM
Boston, MA
- $250,000 to $300,000 USD / year
AECOM seeks an experienced Program Manager to lead multidisciplinary teams delivering complex engineering, design, and infrastructure projects for U.S. Department of Energy (DOE) national…
Added 4 mins ago
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Program Manager – DOE National Laboratory Capital Building Programs
AECOM
Bloomfield, NJ
- $250,000 to $300,000 USD / year
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Added 7 mins ago
Sr Analyst/Project Manager Strategic Studies
BNSF Railway
Fort Worth, TX
Be part of a team that values safety, inclusion, and excellence
Added 8 mins ago
Compensation & Benefits Manager
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Houston, TX
Ability to develop business cases, dashboards, executive presentations, policies, governance structures, and scalable program frameworks.
Added 9 mins ago
Plant Manager
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Versailles, KY
The Plant Manager is responsible for leading the safe, efficient, compliant, and environmentally responsible operation and continued development of the Versailles facility. This role…
Added 9 mins ago
Advertising Sales Account Manager, Full Funnel Seller, Adapt
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Virtual Location - Washington, WA
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Added 9 mins ago
Ad Sales Account Manager, Adapt
Amazon
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Added 9 mins ago
L7 TPM, REALM
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Added 10 mins ago
HA
Manager Station Operations
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Pasco, WA
- $80,200 to $110,650 USD / year
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Added 10 mins ago
Lead Engineer, IT Compliance, Data Integrity
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Bothell, WA
…learning effectiveness, and use data-driven insights to improve business performance and regulatory compliance. This position contributes to cross-functional projects and shares subject…
Added 10 mins ago
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CDOC - Human Resources Specialist III (CAREER)
State of Colorado
Colorado Springs, CO
- $4,955 to $7,927 USD / month
…committed to diversity, teamwork, collaboration, accountability, excellence, integrity and respect. OHR believes in outstanding customer service and continued process improvement. The…
Added 10 mins ago
SE Forecasting & Data Integration Specialist (Onsite)
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Added 10 mins ago
Program Manager, Integrated Planning, GEMS, NA Startup
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Amazon is seeking a Program Manager to join the Startup Integrated Planning team within the Global Engineering, Materials, & Sustainability (GEMS) organization. This team owns the…
Added 10 mins ago
Sr Program Mgr - Benchmarking & Strategy, AMXL Benchmarking
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We are seeking a strategic, analytically rigorous Senior Benchmarking and Strategy Program Manager to join the AMXL Global Benchmarking team. This role goes beyond study execution - you…
Added 10 mins ago
Sr. Program Manager, WW Benchmarking and Scorecard (GSCE)
Amazon
Bellevue, WA
As the Senior Program Manager for the Quality Pillar, you will own end-to-end benchmarking and scorecard strategy for First Pass Yield (FPY), Stow Buffer Compliance, and emerging quality…
Added 10 mins ago
Sr. Technical Program Manager, Alexa Daily Essentials
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Bellevue, WA
…other employees, supervisors, and staff; adhere to standards of excellence despite stressful conditions; communicate effectively and respectfully with employees, supervisors, and staff to…
Added 10 mins ago
Global Category Manager, CAPEX - EMI (Equipment, Mobility and Infrastructure)
Amazon
Bellevue, WA
…achieving the optimal solution and cost of ownership that meets the business’ goals supported by a culture of continuous improvement with performance benchmarks in…
Added 10 mins ago
CC
Manager, Security Governance
Centene Corporation
Olympia, WA
- $107,700 to $199,300 USD / year
…GRC solutions while driving GRC technology transformation, process improvement, automation, and AI-enabled workflows. You’ll play a key role in Archer initiatives, with ServiceNow IRM…
Added 10 mins ago
Manager - IT Service Management
Maximus
Olympia, WA
Manage ITSM process excellence initiatives across Request, Knowledge, Incident, Change, Problem, and Asset Management disciplines.
Added 10 mins ago
Senior Customer Solutions Manager , Strategic Accounts
Amazon
Seattle, WA
As an Amazon Web Services (AWS) Senior Customer Solutions Manager, you will be responsible for helping guide technically advanced initiatives across Amazon. This individual contributor role…
Added 10 mins ago
Sr. Technical Program Manager, Twitch Advertising
Amazon
Seattle, WA
Amazon Publisher Monetization (APM) is looking for a Senior Technical Program Manager to define program strategies and deliver delightful solutions in video advertising to our advertisers.…
Added 10 mins ago
Principal Partner Marketing Manager, Global Consulting Partner Marketing
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Seattle, WA
…generation with Global System Integrator (GSI) partners and Business Consulting and Advisory Partners (BCAP)…

Maximus

Manager - IT Service Management

Olympia, WA, United States

Remote

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Job details

Workplace: Remote
Posting language: English
Posted: Nov 5, 2026

Original job description

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

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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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