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Added 9 mins ago
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Senior Project Manager | Commercial Construction
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- $120,000 to $150,000 USD / year
Job Title: Senior Project Manager – Commercial & Multifamily Construction
Added 13 mins ago
Manager Field Service
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IT INFRASTRUCTURE SERVICES MANAGER
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The IT Infrastructure Services Manager supports the architecture, build, and software deployment activities for customer-facing applications and ensures continuous delivery
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Senior Dashboard Developer
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…Management approach. Join us to make a meaningful impact on a program of national…
Added 18 mins ago
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Added 18 mins ago
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Added 18 mins ago
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Public Service - Higher Education Management Consulting Senior Manager – Transformation Lead
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- $132,500 to $338,300 USD / year
…seeking individuals that have demonstrated this through overall program delivery or deep experience in specific functional domains such as Finance, HR, payroll, procurement, or research…
Added 18 mins ago
Pharmacy Technician Home Delivery Call Center
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Join our Home Delivery Pharmacy Team at Intermountain Health , where pharmacists and pharmacy technicians work collaboratively to ensure patients have timely access to prescribed…
Added 18 mins ago
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Consulting Program Manager - Healthcare
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- $97,800 to $209,500 USD / year
…advance Oracle Health’s strategic priorities. As a Consulting Program Manager, you will lead the planning, coordination, and delivery of projects across Oracle Health’s internal development…
Added 18 mins ago
Registered Nurse (Assistant Nurse Manager) - SCI/1U2
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Added 1 hour ago
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Product Manager - Ditch Witch (HDD Tooling & Drill Pipe)
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Product Manager for HDD Tooling & Drill Pipe:
Added 1 hour ago
Project Manager, Settlements
Clean Power Alliance
Remote, United States
CPA seeks an experienced, highly organized, detailed-oriented, and enthusiastic Project Manager, Settlements to provide operational, analytical, compliance, and other support to our growing…
Added 1 hour ago
Program Manager-New Product Introduction
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Added 1 hour ago
Corporate Supply Chain Manager
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JOB REQUIREMENTS: Position Summary The Corporate Supply Chain Manager owns end-to-end supply chain programs, coordinates stakeholders across global teams and functions, and supports the…
Added 2 hours ago
MT
Program Manager II, Source to Pay - Value Optimization
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Boise, ID · San Jose, CA
- $113,000 to $254,000 USD / year
The Program Manager II, Source to Pay - Value Optimization owns the business value layer of the S2P Reimagined program and serves as the business owner and single point of contact for…
Added 2 hours ago
KT
Project Manager Retail Channel Programs
KYT TECHNOLOGY INC
Walnut, CA
- $65,000 to $90,000 USD / year
We are building a major program to bring private-label consumer electronics products - developed with our China supply chain partners - into large US big-box retail chains, both in-store…
Added 2 hours ago
Technical Project Manager III
WESTERN GOVERNORS UNIVERSITY
SALT LAKE CITY, UT
Added 2 hours ago
Manager, Design and Development
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SALT LAKE CITY, UT
Added 2 hours ago
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SALT LAKE CITY, UT
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Delivery Management Engineer III
Deloitte
Kansas City, MO
As a Delivery Management Engineer III, you will have hands-on technical skills as well as program and project management experience to drive technical projects and programs working directly…
Added 2 hours ago
Delivery Management Engineer III
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Saint Louis, MO
As a Delivery Management Engineer III, you will have hands-on technical skills as well as program and project management experience to drive technical projects and programs working directly…
Added 2 hours ago
Assistant Nurse Manager - Patient Flow & Resource Pool
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Added 2 hours ago
Senior Manager Ops Product Delivery
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Arlington Heights, IL
The Sr Manager - Ops Product Delivery leads a team of change and delivery professionals, either full time or contractors, responsible for the design, delivery and adoption of new products…
Added 3 hours ago
Plant Manager- Automobile
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· Production & Program Management: Ensure assembly lines meet customer delivery schedules, support new product launches (APQP), and maintain inventory control.

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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