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Technical Program Manager, Knowledge Systems
Coinbase
Des Moines, IA
…self-service, internal tools, and AI-assisted support. As Technical Program Manager, you will translate knowledge strategy into technical execution. This is a systems-focused role bridging…
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Test Analyst - QNXT
Cognizant
Des Moines, IA
- $70,000 to $92,000 USD / year
Manager testing across QNXT Provider and Claims modules, validating claims adjudication, provider data integrity, and billing workflows.
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Program Manager, RES (Risk Engineering Solutions)
CBRE
Des Moines, IA
- $105,000 to $125,000 USD / year
Program Manager- Risk EngineeringSolutions (RES)
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AI Operations Administrator - Gravitee - Remote US
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Sr Program Specialist -FAA Fire Alarm Project Manager -Remote
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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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Program Manager, RES (Risk Engineering Solutions)
CBRE
Des Moines, IA
- $105,000 to $125,000 USD / year
Program Manager- Risk EngineeringSolutions (RES)
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Data Center Facility Operations Area Director
Meta
Des Moines, IA
Identify and drive adoption of automation, analytics, and AI-enabled approaches that materially improve reliability, efficiency, and staffing leverage across the region.
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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
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Program Manager
Eliassen Group
Des Moines, IA
- $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 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
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
Systems Operations Manager - Platform Front Line
Wells Fargo
CHANDLER, AZ
Wells Fargo is seeking a Systems Operations Manager to lead a Platform Front Line team responsible for the support and delivery of File Transmission technology services.
Added 13 mins ago
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Campus Undergraduate Summer Internship Program - 2027 AI Engineer, Enterprise Technology Services- Phoenix, AZ
American Express
Phoenix, AZ
- $24.05 to $63 USD / hour
…Technology Services, you’ll join a 10-week Summer Internship Program and contribute to real-world technology projects that help teams explore, build, test, and responsibly scale AI-enabled…
Added 13 mins ago
Area Growth Manager
Primo Brands
Phoenix, AZ
…legal services, identity theft protection, employee assistance program (EAP), adoption reimbursement benefit, FEDlogic, commuter…
Added 13 mins ago
Boiler Service Development Manager
EMCOR Group
Phoenix, AZ
We are a full-service HVAC, building automation, chiller, and retrofit contractor with a reputation for combining high-quality consulting services with customized energy solutions. Our…
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Program Manager
Eliassen Group
Phoenix, AZ
- $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 19 mins ago
Business Development and Relationship Manager - Gallo Mechanical Service
Gallo Mechanical
Charlotte, NC
Gallo Mechanical Services is seeking a dynamic and skilled Business Development & Relationship Manager to join our team. As a Business Development & Relationship Manager, you will have…
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Campaign Marketing Manager
GOVX
San Diego, CA
The Campaign Marketing Manager plays a critical role in bringing GOVX’s promotional strategy to life through integrated, high-performing campaigns that drive member traffic, engagement,…
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Senior Marketing Manager
Connexity | Skimlinks, a Taboola company
NY · New York, NY
We're looking for a hands-on Senior Marketing Manager to build and scale our US B2B lead and demand generation engine. This role will be responsible for developing multi-channel marketing…
Added 28 mins ago
Data Center Facility Operations Area Director
Meta
Honolulu, HI
Identify and drive adoption of automation, analytics, and AI-enabled approaches that materially improve reliability, efficiency, and staffing leverage across the region.
Added 28 mins ago
EG
Program Manager
Eliassen Group
Honolulu, HI
- $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 32 mins ago
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Manufacturing Engineering Manager
GPAC
Butler, WI
- $125,000 to $135,000 USD / year
…medical device industry is hiring a Manufacturing Engineering Manager. This high-impact leader will build out and run the Manufacturing Engineering, Maintenance, and Tooling functions with…
Added 40 mins ago
Director of AI Adoption and Workforce Enablement
AdventHealth
Altamonte Springs, FL
Leads enterprise workforce adoption and enablement for artificial intelligence and automation. The role owns literacy and proficiency measurement, role-based learning and certification,…
Added 40 mins ago
Operations Program Manager - Pompano Beach, FL
Jacobs
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The Operations Program Manager, you will shape how Florida’s Turnpike infrastructure performs for decades to come. You’ll supports no fewer than three programs within the Maintenance…

Closed listing

Maximus

Manager - IT Service Management

Raleigh, NC, United States

Remote

This opening has closed.

The original listing is kept below for reference.

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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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