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Added 10 mins ago
Technical Delivery Manager - Digital Engineering
CVS Health
Remote, United States
…helping people live healthier lives. As a Technical Delivery Manager, you will use your management skills to lead large Digital initiatives across our Enterprise. This Manager should have…
Added 10 mins ago
Principal Project/Program Manager
BlueCross BlueShield of North Carolina
Remote, United States
The Principal Project/Program Manager will lead, plan, design, and develop multiple, larger and/or more complex programs on an enterprise level. Translate clinical needs into effective…
Added 11 mins ago
Electrical Engineer - Power System Protection (Transmission) Job Details | Black & Veatch Family of Companies
Black & Veatch
Cary, NC
…working experience and knowledge of Protection & Control (P&C) design concepts, relay setting calculations / setting file development, relay manufacturer software platforms, and power…
Added 11 mins ago
Sr Sales Training Manager - East Coast Remote
ThermoFisher Scientific
Greenville, NC · Wilmington, NC
The Sr Manager, Sales Training will be a part of the Pharma Services Group Sales Training team in the Commercial Operations Group. This individual will share responsibilities for the…
Added 11 mins ago
Sales Representative I , Spine -Asheville, NC
Medtronic
Asheville, NC
Prepare and submit call reports as required by the District Sales Manager.
Added 11 mins ago
Principal Aftermarket Technical Product Manager
GE Aerospace
Asheville, NC · Wilmington, NC
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…
Added 11 mins ago
IB
Senior Manager, Sales Strategy Planning
ITG Brands
Greensboro, NC
- $138,417 to $184,555 USD / year
The Sales Strategy & Planning Sr. Manager plays a critical role in the design and delivery of integrated sales strategies that translate commercial priorities into actionable plans for…
Added 11 mins ago
Product Manager, Higher Education Discipline Product- Careers and Skills
Cengage Group
Raleigh, NC
We are seeking a Product Manager to lead discipline-specialized product clusters across Higher Education’s Careers and Skills.
Added 11 mins ago
Sr Learning Manager
Cengage Group
Raleigh, NC
The Cengage Work Editorial and Learning Team develops a content and program investment strategy specific to the Healthcare and Trades portfolio. This strategy sets the global standard for…
Added 11 mins ago
C
Program Manager, EBMS
CBRE
Raleigh, NC
- $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…
Added 11 mins ago
C
Test Analyst - QNXT
Cognizant
Raleigh, NC
- $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…
Added 11 mins ago
Systems Administrator – Kiteworks
SitusAMC
Raleigh, NC
Support infrastructure workstreams on site and project development efforts, providing solution design input, effort estimates, and technical risk assessment during the planning phase.
Added 11 mins ago
Manager Strategic Risk Adjustment Programs
Highmark Health
Raleigh, NC
…and definition; operating model definition; incentive model design; governance and decision rights; process engineering, and metrics design. The incumbent works closely with…
Added 11 mins ago
Construction Manager, Retail
Meta
Raleigh, NC
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,…
Added 11 mins ago
Principal Portfolio Manager, Infrastructure Development
Meta
Raleigh, NC
…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…
Added 11 mins ago
Vice President, Cloud Platform Engineer
SitusAMC
Raleigh, NC
Infrastructure as Code (IaC): Design, build, and maintain automated infrastructure using Terraform and AWS services (Lambda, SQS, RabbitMQ, event-driven technologies).
Added 11 mins ago
AI Operations Administrator - Gravitee - Remote US
SitusAMC
Raleigh, NC
…independent control assurance remain with those teams, and design and build of enterprise security infrastructure remains with Information Security Architecture and Engineering. The…
Added 11 mins ago
Sr Program Specialist -FAA Fire Alarm Project Manager -Remote
Honeywell Technologies
Raleigh, NC
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…
Added 11 mins ago
C
Program Manager, RES (Risk Engineering Solutions)
CBRE
Raleigh, NC
- $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 11 mins ago
Manager, Enterprise Communications & Channels
Amentum
Raleigh, NC
The Manager, Enterprise Communications & Channels is responsible for developing and delivering employee communication programs that inform, engage, and connect employees to Amentum's…
Added 11 mins ago
C
Program Manager, RES (Risk Engineering Solutions)
CBRE
Raleigh, NC
- $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 11 mins ago
C
Data Analytics Program Mgr - Business Intelligence
CBRE
Raleigh, NC
- $120,000 to $135,000 USD / year
DataAnalytics Program Manager - Business Intelligence
Added 11 mins ago
DevOps Engineer III
Deloitte
Raleigh, NC · Charlotte, NC
…Engineering Foundry, AI & E/EaaS - DevOps, you will support the design, implementation, and optimization of cloud, automation, and platform engineering solutions across complex…
Added 11 mins ago
Data Engineering Senior Manager
Wells Fargo
CHARLOTTE, NC
Wells Fargo is seeking a strategic and transformational Data Engineering Senior Manager within Home Lending Data & Insights , a key data engineering organization within Consumer Technology…
Added 11 mins ago
Life Sciences CRM Global Delivery Lead
Deloitte
Raleigh, NC · Charlotte, NC
You may also be eligible to participate in a discretionary annual incentive program, subject to the rules governing the program, whereby an award, if any, depends on various factors,…

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.

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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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