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Added 5 mins ago
UM
TRAINING SPECIALIST (BUSINESS OPERATIONS) NF3
U.S. Marine Corps
Twentynine Palms, CA
- $22 to $25 USD / hour
…training record. Provides input and feedback to Corporate Training Manager for materials development and requests new training support for topics that are identified as a training need.…
Added 5 mins ago
UM
EXPERIENCE SPECIALIST NF2
U.S. Marine Corps
Twentynine Palms, CA
- $20 USD / hour
Leads the Customer Service Desk or central checkout operations in collaboration with the Experience Manager, Sales Manager, Store Manager or Marine Mart Manager. Completes all sales and…
Added 5 mins ago
AN
PRODUCTION CONTROLLER
Army National Guard Units
Carson City, NV
- $55,934 to $72,716 USD / year
…grade level, experience, education or training working with people from various levels and backgrounds; experience with a general knowledge of the functions and procedures of production…
Added 5 mins ago
VH
Chaplain
Veterans Health Administration
Salt Lake City, UT
- $89,508 to $116,362 USD / year
…out a ministry which is highly integrated into VHA's Chaplain…
Added 5 mins ago
VH
Licensed Practical Nurse- Home Based Primary Care
Veterans Health Administration
Bismarck, ND
- $61,361 to $79,772 USD / year
…complex nursing care, coordinates services, supports daily program operations, and helps ensure Veterans and their families receive safe, respectful, and responsive…
Added 5 mins ago
VH
Licensed Practical Nurse- Women's Health
Veterans Health Administration
Fargo, ND
- $37,816 to $68,824 USD / year
Insurance: Federal health/vision/dental/term life/long-term care (many federal insurance programs can be carried into retirement)
Added 8 mins ago
UM
AUTO SKILLS CENTER ASSISTANT MANAGER NF3
U.S. Marine Corps
Twentynine Palms, CA
- $24 USD / hour
…safety procedures to be able to instruct participants in the program being administered. Knowledge of financial records and budget process. Knowledge of retail automotive business practices…
Added 8 mins ago
VH
Registered Nurse - Clinical Coordinator
Veterans Health Administration
Quincy, IL
- $68,823 to $114,737 USD / year
…This is an approach to healthcare that empowers and equips people to take charge of their health and well-being and live their lives to the fullest. As an employee operating in a Whole…
Added 8 mins ago
VH
Medical Support Assistant (Advanced)
Veterans Health Administration
Martinsburg, WV
- $52,934 to $68,814 USD / year
…deemed at least equivalent to that gained in a conventional U.S. program by a private organization specializing in the interpretation of foreign educational…
Added 11 mins ago
VH
Medical Support Assistant (Advanced)
Veterans Health Administration
Martinsburg, WV
- $52,934 to $68,814 USD / year
Insurance: Federal health/vision/dental/term life/long-term care (many federal insurance programs can be carried into retirement)
Added 11 mins ago
FE
Utilities Systems Repairer-Operator
Federal Emergency Management Agency
Bothell, WA
- $38 to $45 USD / hour
At FEMA, our mission is to help people before, during and after disasters, and every employee at FEMA has a role in emergency management. Every FEMA employee has regular and recurring…
Added 13 mins ago
VH
Registered Nurse - Referral Coordination
Veterans Health Administration
Beckley, WV
- $72,306 to $137,056 USD / year
Insurance: Federal health/vision/dental/term life/long-term care (many federal insurance programs can be carried into retirement)
Added 13 mins ago
CN
Recreation Aide (Auto Skills Center)
Commander, Navy Installations Command
Gulfport, MS
- $16 USD / hour
Performs assigned duties and provides necessary services to authorized patrons, including general information and support of recreation and fitness programs.
Added 13 mins ago
FE
Logistics Management Specialist (Logistics Section Chief Type 1)
Federal Emergency Management Agency
Denton, TX
- $66 to $94 USD / hour
This position is being announced under FEMA's Incident Management Assistant Team (IMAT) Program. This is a 2-year temporary appointment in the Excepted service. This position is located on…
Added 13 mins ago
VH
Clinical Laboratory Scientist (Laboratory Information Manager) - ATC
Veterans Health Administration
Minneapolis, MN
- $127,286 to $165,474 USD / year
This position is eligible for the Education Debt Reduction Program (EDRP), a student loan payment reimbursement program. You must meet specific eligibility requirements per VHA policy and…
Added 13 mins ago
FE
Environmental Protection Specialist
Federal Emergency Management Agency
Location Negotiable After Selection
- $106,437 to $172,980 USD / year
Coordinating with FEMA offices, programs, and directorates to fulfill EHP requirements.
Added 16 mins ago
VH
Licensed Professional Mental Health Counselor - Primary Care Mental Health Integration
Veterans Health Administration
Marshalltown, IA · Mason City, IA · Des Moines, IA · Carroll, IA · Fort Dodge, IA · Knoxville, IA
- $52,727 to $82,938 USD / year
…provide service in the Primary Care Mental Health Integration Program. These vacancies will be filled with either a Social Worker, Licensed Professional Mental Health Counselor, Marriage…
Added 18 mins ago
VH
Registered Nurse Manager
Veterans Health Administration
Battle Creek, MI
- $95,803 to $163,878 USD / year
The Battle Creek VA Medical Center is recruiting for a Nurse Manager within Mental Health Nursing Service. The Nurse Manager will oversee our Residential programs (substance abuse, PTSD,…
Added 18 mins ago
VH
Diagnostic Radiologic Technologist
Veterans Health Administration
Cedar Rapids, IA
- $40,736 to $72,644 USD / year
This position is eligible for the Education Debt Reduction Program (EDRP), a student loan payment reimbursement program. You must meet specific individual eligibility requirements in…
Added 18 mins ago
VH
Diagnostic Radiologic Technologist
Veterans Health Administration
Cedar Rapids, IA
- $40,736 to $72,644 USD / year
…CFR Part 75, Standards for the Accreditation of Educational Programs and the Credentialing of Radiographic Personnel. Essentially, they must have successfully completed an educational…
Added 18 mins ago
VH
Registered Nurse - Accreditation Coordinator Registered Nurse
Veterans Health Administration
Fort Meade, SD
- $66,367 to $127,336 USD / year
Join the VA Black Hills Health Care System as an Accreditation Readiness Program Coordinator and help advance the quality and safety of Veteran care. In this influential nursing role,…
Added 21 mins ago
VH
Registered Nurse-Spinal Cord Injury (Long-Term Care)
Veterans Health Administration
Cleveland, OH
- $82,275 to $151,235 USD / year
This position is eligible for the Education Debt Reduction Program (EDRP), a student loan payment reimbursement program. You must meet specific eligibility requirements per VHA policy and…
Added 21 mins ago
VH
Registered Nurse - Operating Room
Veterans Health Administration
Beckley, WV
- $72,306 to $137,056 USD / year
…performance include knowledge and active participation in the unit/program level quality improvement process and initiatives as well as customer service…
Added 21 mins ago
VH
Health Technician (Massage Therapy)-Advanced Clinical Level
Veterans Health Administration
Bellevue, NE
- $56,441 to $73,370 USD / year
Foreign Graduates: Graduates of foreign massage therapy programs that require a minimum 500-hour education program are considered to meet the basic education requirements if they have a…
Added 21 mins ago
VH
PEER SPECIALIST
Veterans Health Administration
Salisbury, NC
- $46,421 to $82,033 USD / year
…professional/non-professional personnel in a rehabilitation treatment program. Peer specialists perform a variety of therapeutic and supportive tasks that include assisting Veterans in…

Closed listing

Maximus

Manager - IT Service Management

Saint Paul, MN, 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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