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Added 1 min ago
FLEX Manager, Command Center, Digital + Technology Transformation
Marriott
Remote, United States
The Manager, Command Center – Global Technology is a hands-on technical role supporting live hotel technology deployments across the Caribbean and Latin America (CALA) as part of Marriott’s…
Added 14 mins ago
Install Technician I - Start Up
Panasonic
Crestview, FL · Cullman, AL · Powder Springs, GA
…Completes all required documentation and routes to appropriate manager/supervisor. Interfaces with customers and clients, internal managers and vendors. Works under limited supervision,…
Added 18 mins ago
Program Planning Manager - Level 2
CORP-Corporate Office
United States
…the place for you. Northrop Grumman is currently seeking a Program Planning Manager – Level 2, to join our…
Added 23 mins ago
Sr. Analyst, Client Services-2
Nationwide Life and Annuity Insurance Co
OH
…With strong teamwork and an outstanding culture, we combine technical expertise with relationship management to create better futures for these plans. If you are ready to put your knowledge…
Added 23 mins ago
Consultant, Workforce Management Analytics
Nationwide Life and Annuity Insurance Co
OH · AZ
The NF Workforce Management (WFM) Consultant role will support driving future value for NF Businesses. This role provides analytical and technical leadership within the WFM organization,…
Added 25 mins ago
Program Manager III, NPI Operations, Machine Learning
Google
Sunnyvale, CA
5 years of experience in program or project management.
Added 25 mins ago
Technical Program Manager III, Software Tools
Google
Austin, TX · Addison, TX · New York, NY · Reston, VA · Seattle, WA · San Francisco, CA · Sunnyvale, CA
…everyone, whether down the street or across the globe. As a Technical Program Manager at Google, you’ll use your technical expertise to lead complex, multi-disciplinary projects from start…
Added 26 mins ago
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Supplier Quality Specialist - Propulsion (R6585)
Shield AI
Seattle, WA
- $106,000 to $159,000 USD / year
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Added 26 mins ago
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Supplier Quality Specialist - PCBA (R6587)
Shield AI
Seattle, WA
- $106,000 to $159,000 USD / year
Partner with Engineering, Manufacturing, Operations, Supply Chain, and Program teams to address supplier producibility, design-for-manufacturability, process capability, technical…
Added 26 mins ago
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Supplier Quality Specialist - Machining (R6584)
Shield AI
Seattle, WA
- $106,000 to $159,000 USD / year
Partner with Engineering, Manufacturing, Operations, Supply Chain, and Program teams to address supplier producibility, design-for-manufacturability, process capability, technical…
Added 26 mins ago
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Supplier Quality Specialist - Harnessing (R6588)
Shield AI
Seattle, WA
- $106,000 to $159,000 USD / year
Partner with Engineering, Manufacturing, Operations, Supply Chain, and Program teams to address supplier producibility, design-for-manufacturability, process capability, technical…
Added 26 mins ago
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Supplier Quality Specialist - Composites (R6586)
Shield AI
Seattle, WA
- $106,000 to $159,000 USD / year
Partner with Engineering, Manufacturing, Operations, Supply Chain, and Program teams to address supplier producibility, design-for-manufacturability, process capability, technical…
Added 26 mins ago
Microsoft Intune and Enterprise Mobility SME
Ignite IT
Remote, United States
…join our team supporting a large-scale federal modernization program. This role owns the design, integration, and security of enterprise mobility and device management capabilities,…
Added 26 mins ago
Cloud Manager
Ignite IT
Remote, United States
The Cloud Manager will lead the execution of modernization initiatives supporting the U.S. Census Bureau’s American Community Survey (ACS) systems. This role is responsible for standing up…
Added 26 mins ago
Senior Network Security Engineer
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Remote, United States
Documentation and process discipline: SOPs, runbooks, diagrams, change records, rollback plans, evidence collection, knowledge transfer, and formal change management.
Added 26 mins ago
Identity Management / Directory Services (IDMS) Subject Matter Expert (SME)
Ignite IT
Remote, United States
The IDMS Subject Matter Expert will provide senior technical expertise in enterprise identity, directory, authentication, authorization, federation, and access-management services…
Added 26 mins ago
Senior Identity Engineer
Ignite IT
Remote, United States
7+ years of experience in identity management, directory services, systems engineering, or a closely related technical field.
Added 27 mins ago
Contracts Support Specialist
IESE Solutions
El Segundo, CA
This contract supports the Government with providing Advisory and Assistance Services to program offices that acquire space systems. The team is seeking subject matter experts that have a…
Added 27 mins ago
Space Systems Engineer
IESE Solutions
El Segundo, CA
Make program risks assessments and provides actionable recommendations to the chief engineer and program manager.
Added 27 mins ago
General and Operations Managers
IESE Solutions
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Assist in the development of new Technical Orders, Manuals, Interactive Electronic Technical Manuals and technical documentation to determine if changes are necessary, review engineering…
Added 36 mins ago
Cyber Security, Information Systems Security Officer ISSO - Hudson NH
Military Spouse Jobs & VetJobs
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Responsible for supporting adherence to all aspects of a rigorous Risk Management Framework (RMF) compliance program as stipulated by NISPOM/DAAG, JSIG, ICD 503, STIGs and associated NIST…
Added 36 mins ago
Quality Engineering Sr Mgr - L6
Lockheed Martin
Courtland, AL
…Production, Supply Chain, and Programs teams; Maintain Quality Management System (QMS) and safety compliance; Evolve key value streams to enable Space to be ahead of ready in a model-based…
Added 36 mins ago
Senior IT Manager - Software Engineering and Enterprise Solutions
Progress Rail Services Corp.
Albertville, AL
Develop comprehensive project plans to be shared with clients, staff members, and senior management;
Added 36 mins ago
Enterprise Technology Project Manager
Regions Bank
Hoover, AL
At Regions, the Enterprise Project Management Office (PMO) Project Manager at this level is responsible for the successful planning, execution, and delivery of moderately complex technology…
Added 36 mins ago
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(USA) Optical Associate, Non-Certified – Sam’s Club
Walmart
MOBILE, AL
- $18 to $26 USD / hour
…Participates in internal development opportunities to enhance technical and service capabilities. Where applicable by state regulations, registers with state board for apprenticeship or…

Closed listing

Maximus

Manager - IT Service Management

Trenton, NJ, 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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