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Added 14 mins ago
Professional Services, Program Manager
Jobgether
Remote, United States
As a Professional Services, Program Manager, you will lead complex, multi-workstream service engagements, helping strategic customers turn transformation objectives into successful delivery…
Added 18 mins ago
Senior Product Manager, Data Platform
Curinos Inc
New York, NY
We are seeking a Senior Product Manager to lead the Data Platform pod and own the vision, roadmap and outcomes for the full Curinos Lakehouse on Databricks. The scope runs from ingestion…
Added 27 mins ago
Maintenance Supervisor
CYM Living LLC
Bridgeton, MO
…a hands-on approach to real estate investment and property management. We accomplish our mission by incorporating data and technology with hyperlocal customer service to all…
Added 27 mins ago
Senior Project Manager - MEP Large Commercial Construction Projects
ENFRA LLC
Orlando, FL
Degree in Construction Management, Engineering, or related technical discipline or 10+ years of Project Management experience working for a mechanical subcontractor in the areas of…
Added 50 mins ago
Lead Product Manager (SaaS & AI Agent)
CWILL
Remote, United States
Define the Lighthouse Customer program and expansion ARR playbook
Added 50 mins ago
Lead Product Manager (SaaS & AI Agent)
CWILL
Remote, United States
Define the Lighthouse Customer program and expansion ARR playbook
Added 50 mins ago
Lead Product Manager (SaaS & AI Agent)
CWILL
Remote, United States
Define the Lighthouse Customer program and expansion ARR playbook
Added 50 mins ago
Lead Product Manager (SaaS & AI Agent)
CWILL
Remote, United States
Define the Lighthouse Customer program and expansion ARR playbook
Added 1 hour ago
6533 - Store Manager
Hat World Inc.
Tampa, FL
Drive team engagement by ensuring team members are given recognition and continuous check-ins, including performance management and documentation when relevant, to support and reinforce…
Added 1 hour ago
5867 - Store Manager
Hat World Inc.
Novi, MI
Drive team engagement by ensuring team members are given recognition and continuous check-ins, including performance management and documentation when relevant, to support and reinforce…
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Security Operations Technical Program Manager
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Tempe, AZ
Program Management Experience: 5+ years of experience in a chief of staff, business operations, or program management role.
Added 1 hour ago
Sustainment Project Manager
Lockheed Martin
Moorestown, NJ
Provide Control Account Manager (CAM) support to Global Sustainment efforts. This includes cost, schedule and technical oversight, and Earned Value Management reporting.
Added 1 hour ago
Senior Program Manager of Production Programs Portfolio 1
L3Harris
Camden, NJ
L3Harris Corporation is currently seeking a high-energy Program Manager to lead the growth and execution of Production programs within the Maritime Integrated Systems and Encryption (ISE)…
Added 1 hour ago
AT
B2B Paid Media & Performance Associate
Auto Truck Group LLC
Mount Laurel, NJ
- $72,950 to $103,955 USD / year
The automotive markets Holman serves include fleet management and leasing; vehicle fabrication and upfitting; component manufacturing and productivity solutions; powertrain distribution and…
Added 1 hour ago
PR
Construction Coordinator (Fiber Guardian)
Project Resources Group, Inc.
Kansas City, MO
- $25 to $28 USD / hour
As a leading provider of construction management, outside plant damage assessment & recovery, business outsourcing and consulting services, PRG offers services within the cable, telephony,…
Added 1 hour ago
Manager, Supplier Development Engineering
SpaceX
Cape Canaveral, FL
This is a hands-on leadership role. The manager will build and direct complex, multi-disciplinary teams, develop engineers from entry level through seasoned staff, and move ambiguous…
Added 1 hour ago
CP
Counter Sales Tech Lead
Crosstown Plumbing
East Orange, NJ
- $28 to $38 USD / hour
Act as the primary technical expert on the counter for plumbing, heating, HVAC, and boiler systems
Added 1 hour ago
Territory Sales Manager - Great Plains
CropX
Remote, United States
CropX, a globally recognized AgTech company is looking for a highly motivated person to serve as Territory Manager over its dealer network in the key growth area of Western Midwest and PNW…
Added 1 hour ago
Territory Sales Manager - Great Plains
CropX
Remote, United States
CropX, a globally recognized AgTech company is looking for a highly motivated person to serve as Territory Manager over its dealer network in the key growth area of Western Midwest and PNW…
Added 1 hour ago
Territory Sales Manager - Great Plains
CropX
Remote, United States
CropX, a globally recognized AgTech company is looking for a highly motivated person to serve as Territory Manager over its dealer network in the key growth area of Western Midwest and PNW…
Added 1 hour ago
Territory Sales Manager - Great Plains
CropX
Remote, United States
CropX, a globally recognized AgTech company is looking for a highly motivated person to serve as Territory Manager over its dealer network in the key growth area of Western Midwest and PNW…
Added 1 hour ago
Territory Sales Manager - Great Plains
CropX
Remote, United States
CropX, a globally recognized AgTech company is looking for a highly motivated person to serve as Territory Manager over its dealer network in the key growth area of Western Midwest and PNW…
Added 1 hour ago
Territory Sales Manager - Great Plains
CropX
Remote, United States
CropX, a globally recognized AgTech company is looking for a highly motivated person to serve as Territory Manager over its dealer network in the key growth area of Western Midwest and PNW…
Added 1 hour ago
Account Manager - California
CropX
Remote, United States
Strong account and relationship management skills, with demonstrated ability to understand customer needs from both business and technical perspectives and develop trusted, long-term…
Added 1 hour ago
Territory Sales Manager - US, Canada
CropX
Remote, United States
CropX, a globally recognized AgTech company is looking for a highly motivated person to serve as Territory Manager over its dealer network in the key growth area of the North Central United…

Closed listing

Maximus

Manager - IT Service Management

Santa Fe, NM, 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
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