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Added just now
Manager Strategic Risk Adjustment Programs
Highmark Health
Des Moines, IA
…and definition; operating model definition; incentive model design; governance and decision rights; process engineering, and metrics design. The incumbent works closely with…
Added just now
Principal Aftermarket Technical Product Manager
GE Aerospace
Des Moines, IA
As Principal Technical Product Manager – Aftermarket, you will own the product vision, strategy and roadmap for the digital solutions that support the Service & Repair value streams in…
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C
Test Analyst - QNXT
Cognizant
Des Moines, IA
- $70,000 to $92,000 USD / year
…across Provider and Claims modules. In this role, you will design detailed test scenarios, run complex SQL queries for backend validation, manage defect resolution, and perform root-cause…
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Principal Portfolio Manager, Infrastructure Development
Meta
Des Moines, IA
…Infrastructure team is seeking an experienced Principal Portfolio Manager to serve as the operational backbone of our Energy Infrastructure Investments pillar. This individual will be…
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Construction Manager, Retail
Meta
Des Moines, IA
Meta is seeking an experienced Construction Manager to lead the planning, design, and delivery of retail store construction projects across Meta's physical retail portfolio. In this role,…
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C
Program Manager, EBMS
CBRE
Des Moines, IA
- $105,000 to $115,000 USD / year
…education, training, and experience. The minimum salary for the Program Manager, EBMS position is $105,000 annually [or $50.48 per hour] and the maximum salary for the Program Manager, EBMS…
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SAP Technology Architecture Senior Manager – S/4HANA Migration
PwC
Des Moines, IA
As a SAP Technology Architecture Senior Manager - S/4HANA Migration you will lead SAP architecture work that helps clients shape migration strategies, design future-state landscapes, and…
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C
Program Manager, RES (Risk Engineering Solutions)
CBRE
Des Moines, IA
- $105,000 to $125,000 USD / year
CBRE is seeking a detail-oriented Program Manager to supportproject planning, management, and execution activities for Amazon's GlobalBuilding Design Risk & Recovery (GBDR) organization,…
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Senior Manager, Client Excellence, Global Consulting Services
Deloitte
Des Moines, IA · Davenport, IA
Lead execution of the GLCP onboarding program in partnership with Industry Leaders, including welcome calls, onboarding materials, briefing packs, and targeted development sessions.
Added just now
GA
Principal Technical Product Manager, Data & Platform
GE Aerospace
Des Moines, IA
- $152,000 to $222,000 USD / year
…Defense & Systems (D&S) business, the Principal Technical Product Manager, Data & Platform owns the D&S Palantir Foundry environment and leads delivery across the technical teams that build…
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Senior ALC Developer
Maximus
Des Moines, IA
Design and implement complex software components and perform advanced programming tasks across multiple technologies.
Added just now
Senior ALC Developer
Maximus
Des Moines, IA
Design and implement complex software components and perform advanced programming tasks across multiple technologies.
Added just now
AI Operations Administrator - Gravitee - Remote US
SitusAMC
Des Moines, IA
…independent control assurance remain with those teams, and design and build of enterprise security infrastructure remains with Information Security Architecture and Engineering. The…
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Sr Program Specialist -FAA Fire Alarm Project Manager -Remote
Honeywell Technologies
Des Moines, IA
As a Sr. Construction Manager- Fire Alarm Project Manager , you will be responsible for overseeing all aspects of multi-year, multisite national programs, managing teams to ensure project…
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Data Analytics Program Mgr - Business Intelligence
CBRE
Des Moines, IA
- $120,000 to $135,000 USD / year
DataAnalytics Program Manager - Business Intelligence
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M
Senior ALC Developer PART TIME
Maximus
Des Moines, IA
- Part-time
The Sr. ALC Programmer will provide program analysis, design and development support, maintain source code and modify and/or upgrade code, and conduct testing and debugging, as necessary.
Added just now
C
Program Manager, RES (Risk Engineering Solutions)
CBRE
Des Moines, IA
- $105,000 to $125,000 USD / year
CBRE is seeking a detail-oriented Program Manager to supportproject planning, management, and execution activities for Amazon's GlobalBuilding Design Risk & Recovery (GBDR) organization,…
Added just now
Manager, Enterprise Communications & Channels
Amentum
Des Moines, IA
The Manager, Enterprise Communications & Channels is responsible for developing and delivering employee communication programs that inform, engage, and connect employees to Amentum's…
Added just now
EG
Product Manager, Team Digital Products
Eliassen Group
Des Moines, IA
- $50 to $55 USD / hour
Our client is seeking a Product Manager to own the day-to-day digital product relationship with its teams, primarily supporting team websites, CMS platforms, and related digital…
Added 12 mins ago
BH
Solution Architect
Banner Health
Remote, United States
- $51.13 to $85.21 USD / hour
OE - Typical Office Environment: (Accountant, Administrative Assistant, Consultant, Program Manager)
Added 12 mins ago
C
COMPLEX MANAGER, LEARN & DEVEL
CoreCivic
FLORENCE, AZ
- $32.53 USD / hour
The Complex Manager, Learning and Development provides oversight for the entire correctional complex in areas that include staff training and development, instructional design, and training…
Added 12 mins ago
Associate Director Registered Nurse Medical Oncology
Banner Health
Gilbert, AZ
…more. Our inpatient medical oncology unit also incorporates a program that utilizes the electronic surveillance partnership in caring for the patient, where remote nurses have the ability…
Added 12 mins ago
Infrastructure Engineering Manager (Mainframe Database)
Wells Fargo
CHANDLER, AZ
Wells Fargo is seeking an Infrastructure Engineering Manager (Mainframe Database) to lead teams responsible for Db2 and IMS database engineering, infrastructure, administration, and…
Added 12 mins ago
AE
Campus Undergraduate Summer Internship Program - 2027 AI Engineer, Enterprise Technology Services- Phoenix, AZ
American Express
Phoenix, AZ
- $24.05 to $63 USD / hour
…enterprise data governance and platforms, digital product and design, and enterprise AI platforms on behalf of the…
Added 12 mins ago
Psychologist (PTSD)
Veterans Affairs, Veterans Health Administration
Phoenix, AZ

Closed listing

Maximus

Manager - IT Service Management

Oklahoma City, OK, 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.

#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

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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