Jobs in the United States

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Added 6 mins ago
TI
Uptime Pro Specialist
Transwest Inc
Brighton, CO
- $24 to $28 USD / hour
…ensures customer’s equipment is moving through the repair/service…
Added 6 mins ago
Smart Team West Assistant Manager I
Dollar Tree
Rochester, NY
Your dedication to continuous improvement along with your strong work ethic and natural ability to be a strong team player across various teams makes you a great fit for our Smart Team…
Added 6 mins ago
Smart Team West Assistant Manager I
Dollar Tree
Rochester, NY
Your dedication to continuous improvement along with your strong work ethic and natural ability to be a strong team player across various teams makes you a great fit for our Smart Team…
Added 6 mins ago
Smart Team West Assistant Manager II
Dollar Tree
Rochester, NY
Your dedication to continuous improvement along with your strong work ethic and natural ability to lead across various teams makes you a great fit for our Smart Team Lead. Join our team…
Added 6 mins ago
Smart Team West Assistant Manager I
Dollar Tree
Rochester, NY
Your dedication to continuous improvement along with your strong work ethic and natural ability to be a strong team player across various teams makes you a great fit for our Smart Team…
Added 18 mins ago
AA
Manager, Enterprise PMO
Alaska Airlines
SeaTac, WA
- $120,400 to $180,600 USD / year
…transformation through effective delivery, change management, and process…
Added 18 mins ago
AA
Policy & Procedures Specialist
Alaska Airlines
Renton, WA
- $102,000 USD / year
Identify opportunities for process improvement.
Added 18 mins ago
SC
Human Resources Partner - Employee Relations
Skookum Contract Services
Spokane, WA
- $38.54 to $44.68 USD / hour
…identified, preventative systems are in place, and continuous improvement of processes are implemented for smooth operation of the company. Responsibilities include employee relations,…
Added 18 mins ago
W
Manager, Project Management - Cross-Border Seller Programs
Walmart
Bellevue, WA
- $70,000 to $169,000 USD / year
The Project Manager - Cross-Border Seller Programs will help build scalable operating mechanisms that support Walmart Marketplace’s global growth. As part of Walmart’s Marketplace Global…
Added 18 mins ago
Program Manager, Trade Planning, Worldwide Grocery Category Management (WWGCM)
Amazon
Seattle, WA
3+ years of defining and implementing process improvement initiatives using data and metrics experience
Added 18 mins ago
A
Senior Product Safety & Quality Manager (Consumer Products)
Actalent
Seattle, WA
- $50 to $55 USD / hour
Job Title: Manager, Consumer ProductsJob Description
Added 18 mins ago
AC
Sourcing Manager
Aston Carter
Seattle, WA
- $55 to $65 USD / hour
Sourcing Manager role focuses on leading strategic sourcing initiatives for a future-state warehouse and distribution network across North America and EMEA. You will design and execute the…
Added 18 mins ago
Technical Program Manager, Annapurna
Amazon
Seattle, WA
Annapurna Labs is implementing SAP S/4HANA as part of a strategic transformation program to support its end-to-end supply chain, from procurement and manufacturing through inventory…
Added 19 mins ago
EG
Program Manager
Eliassen Group
Olympia, WA
- $75 to $80 USD / hour
Our client seeks a Program Management leader to drive delivery of software that provides business value. The role will supervise and mentor Technical Program Managers and Scrum Masters,…
Added 20 mins ago
Program Manager , Amazon Leo
Amazon Kuiper Commercial Services LLC
Bellevue, WA
We are seeking a versatile, high-judgment Program Manager to serve as the operating and strategic backbone of the Amazon Leo consumer organization. This role sits at the center of how the…
Added 32 mins ago
W
(USA) Pharmacy Manager-$30K Sign On Bonus
Walmart
Mcminnville, OR
- $112,000 to $197,000 USD / year
…Oversees Inventory Flow Regularly monitors the inventory flow process to identify merchandise that needs to be ordered Ensures proper execution of inventory flow processes Monitors and…
Added 32 mins ago
RN Care Coordinator, ED (Per Diem, Variable)
Kaiser Permanente
Clackamas, OR
…of care for transitions across care settings. Inpatient Care Manager also serve as expert consultants and educators for physicians and other health care team members for discharge and…
Added 32 mins ago
KP
RN, Regional Advice, Part Time, Nights (Must Reside in Oregon/Washington)
Kaiser Permanente
Portland, OR
- Part-time
…both by electronic mail and/or by phone utilizing the nursing process and leadership skills to address acute and chronic needs of Health Plan members and other patients of the Kaiser…
Added 32 mins ago
COORD, QUAL/UM-HOME HEALTH/INF, On Call
Kaiser Permanente
Portland, OR
…home health and home infusion to assure they meet established program criteria. Interprets referral limitations, Benefits and communicates this information to members, non-plan providers,…
Added 32 mins ago
Sweetener Terminal Manager - Portland, OR
ADM
Portland, OR
The Sweetener Terminal Manager is responsible for leading terminal operations, including product repackaging, distribution, maintenance, safety, inventory control, employee supervision, and…
Added 32 mins ago
EG
Program Manager
Eliassen Group
Salem, OR
- $75 to $80 USD / hour
Our client seeks a Program Management leader to drive delivery of software that provides business value. The role will supervise and mentor Technical Program Managers and Scrum Masters,…
Added 41 mins ago
Quality Coordinator
The Greenbrier Companies, Inc.
Kansas City, KS
Manages in process inspection and final inspection audits to ensure compliance with quality program
Added 41 mins ago
Coding Operations Education Consultant WFH
HCA Healthcare
Overland Park, KS
…Physician Services - Clinical Service Group. The education program components include coding and Health Information Management (HIM) initiatives. The Coding Operations Education Consultant…
Added 41 mins ago
Senior Human Resourcs Business Partner
Envision, Inc.
Wichita, KS
Added 41 mins ago
EG
Program Manager
Eliassen Group
Topeka, KS
- $75 to $80 USD / hour
Our client seeks a Program Management leader to drive delivery of software that provides business value. The role will supervise and mentor Technical Program Managers and Scrum Masters,…

Closed listing

Maximus

Manager - IT Service Management

Jefferson City, MO, 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
Google Analytics

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