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Store Manager
Marshalls of MA
Kansas City, MO
Focus staff on Loss Prevention priorities and ensure compliance with company programs, procedures, and policies to minimize risk and expenses. Review store reports, conduct walkthroughs,…
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Pharmacy Technician
Georgia CVS Pharmacy, L.L.C.
Cedartown, GA
Once in role, Technicians are required to complete a rigorous company training program and satisfy all registration, licensing, and certification requirements according to their State’s…
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Pharmacy Technician
Georgia CVS Pharmacy, L.L.C.
Douglasville, GA
Once in role, Technicians are required to complete a rigorous company training program and satisfy all registration, licensing, and certification requirements according to their State’s…
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CR
District Support Pharmacist Full Time
CVS Rx Services, Inc.
West Palm Beach, FL
- Full-time
…customers and making our company a great place to work. We help people navigate the health care system – and their personal health care – by improving access, lowering costs and being a…
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Pharmacy Technician
Holiday CVS, L.L.C.
Tampa, FL
As a new Pharmacy Technician, you are required to complete an extensive CVS Pharmacy Technician Training Program as well as satisfy all registration, licensing and certification…
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Pharmacy Technician
Holiday CVS, L.L.C.
Sanibel, FL
Once in role, Technicians are required to complete a rigorous company training program and satisfy all registration, licensing, and certification requirements according to their State’s…
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Pharmacy Technician
Holiday CVS, L.L.C.
Tallahassee, FL
Once in role, Technicians are required to complete a rigorous company training program and satisfy all registration, licensing, and certification requirements according to their State’s…
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Operations Manager
Holiday CVS, L.L.C.
Homestead, FL
The Operations Manager is a member of the Store Management team, and as such, fulfills the company purpose of helping people on their path to better health by driving store execution and…
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Operations Manager
Holiday CVS, L.L.C.
Boca Raton, FL
The Operations Manager is a member of the Store Management team, and as such, fulfills the company purpose of helping people on their path to better health by driving store execution and…
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Pharmacy Technician
Connecticut CVS Pharmacy, L.L.C.
Plainfield, CT
Once in role, Technicians are required to complete a rigorous company training program and satisfy all registration, licensing, and certification requirements according to their State’s…
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Pharmacy Technician
Connecticut CVS Pharmacy, L.L.C.
Windsor, CT
Once in role, Technicians are required to complete a rigorous company training program and satisfy all registration, licensing, and certification requirements according to their State’s…
Added just now
CR
Staff Pharmacist Full Time
CVS Rx Services, Inc.
West Hartford, CT
- Full-time
…customers and making our company a great place to work. We help people navigate the health care system – and their personal health care – by improving access, lowering costs, and being a…
Added just now
Pharmacy Technician
CVS Pharmacy, Inc.
Superior, CO
Once in role, Technicians are required to complete a rigorous company training program and satisfy all registration, licensing, and certification requirements according to their State’s…
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Manager, VBC Analytics - Capitation
CVS Shared Services Resources LLC
Remote, United States
…for a CVS Health bonus, commission or short-term incentive program in addition to the base pay range listed…
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Manager, CAM Business Operations Lead
Aetna Resources, LLC
Remote, United States
The Claims Assist Manager (CAM) team is seeking a Manager, CAM Business Integration & Readiness, to support the implementation and operational integration of CAM capabilities across…
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Pharmacy Technician
Arkansas CVS Pharmacy, L.L.C.
North Little Rock, AR
Once in role, Technicians are required to complete a rigorous company training program and satisfy all registration, licensing, and certification requirements according to their State’s…
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Foreign Pharmacy Grad - International Pharmacy Intern
Arkansas CVS Pharmacy, L.L.C.
Little Rock, AR
…opportunities for you to learn and grow professionally. In our programs, you’ll be immersed in a culture of continuous improvement, with the goal of changing health care for the…
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Pharmacy Technician
Alabama CVS Pharmacy, L.L.C.
Columbiana, AL
Once in role, Technicians are required to complete a rigorous company training program and satisfy all registration, licensing, and certification requirements according to their State’s…
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Pharmacy Technician
Alabama CVS Pharmacy, L.L.C.
Dothan, AL
Once in role, Technicians are required to complete a rigorous company training program and satisfy all registration, licensing, and certification requirements according to their State’s…
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MEP Project Manager - Bahamas
Suffolk
West Palm Beach, FL · Tampa, FL
The MEP Project Manager is responsible for managing, field inspections, problem solving, and coordinating all necessary Mechanical, Electrical, Plumbing and Fire Protection project…
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HL
Key Carrier Coordinator
Homegoods LLC
Cottage Grove, MN
- $17 to $17.5 USD / hour
Acts as Manager on Duty adhering to company policy and procedure
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Assistant Store Manager
Marshalls of MA
Aurora, CO
…holidays/vacation /sick/bereavement/parental leave; EAP; incentive programs; auto/home insurance discounts; scholarship program; adoption/surrogacy assistance; smoking cessation; child…
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Nurse Extern - Cardiovascular ICU
Henry Ford Health
Detroit, MI
Maintain active enrollment in a nursing program and provide academic progress updates to your Nurse Manager.
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HG
H&M Department Supervisor - College Mall
H&M Group
Bloomington, IN
- $19.22 to $22.39 USD / hour
Be aware of and take responsibility of your department's strengths and identifying commercial opportunities and working with your Department Manager to act on them
Added 1 min ago
Branch Operations Lead - IA/IL Market - Iowa City, IA
JPMC page
Iowa City, IA
…heart of our branch operations, working closely with the Branch Manager, branch employees, and our team of experts. Your role is crucial in ensuring that our clients' financial transactions…

Closed listing

Maximus

Manager - IT Service Management

Atlanta, GA, 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

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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