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TECHNICIAN, BIOMEDICAL III - Worcester, MA
Compass Group, North America
Worcester, MA
Makes recommendations to the Department Manager regarding service strategies on equipment; keeps supervisor informed of activities, needs and problems.
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Sr. Director Technical Program Management (AI/ML)
Capital One
Cambridge, MA
Do you love driving complex technical initiatives and pioneering AI/ML technology? Do you enjoy driving creative solutions for complex business problems in a fast-paced, collaborative and…
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Clinical Specialist, CST - Boston, MA
Medtronic
Boston, MA
Must Have: Minimum Requirements
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Finance Transformation Manager, Amazon Leo Accounting PMO, Amazon Leo ProdOps Accounting PMO
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Boston, MA
You'll provide cross-organizational leadership and partner with senior leaders to deliver end-to-end program solutions for accounting and finance process improvements with timelines that…
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Technology Demand Admin-Staff or Senior
Intermountain Health
Boston, MA
The hiring manager is considering applicants who have experience working in a healthcare environment with an understanding of clinical workflows, patient care processes, and technology…
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Service Desk Specialist I, Technology Experience & Community
Boston University
Boston, MA
Boston University Information Services & Technology (IS&T) is seeking applicants with diverse skills and experience to join our innovative and inclusive community. Join us as a Service Desk…
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Customer Experience Manager- EdTech
Accenture
Boston, MA
(If Associate Degree, must have minimum 6 years work experience)
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Clinical Research Coordinator - Breast Oncology Cohort Studies Program
Dana-Farber Cancer Institute
BOSTON, MA
Must have computer skills including the use of Microsoft Office · Bachelor’s Degree or 1 year of Dana-Farber Associate Clinical Research Coordinator experience required
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Project Manager
Maximus
Boston, MA
Must have or be able to obtain a TS/SCI clearance
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AT
Technical Program Manager II
Akamai Technologies, Inc.
Boston, MA
- $100,700 to $181,300 USD / year
Our Akamai Information Technology organization is a team of industry-leading professionals dedicated to owning/driving the innovation of Akamai's Corporate Infrastructure, Applications,…
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Clinical Specialist, CRM- Boston
Medtronic
Boston, MA
Careers that change lives start here. Medtronic is a global leader in healthcare technology with a Mission to alleviate pain, restore health, and extend life. Our 95,000 employees work…
Added 1 min ago
BC
Vice President, Enterprise Risk Management
Blue Cross Blue Shield of Massachusetts
Boston, MA
- $280,000 to $320,000 USD / year
· Technology Risk Reviews: Oversee technology risk program including review of technology infrastructure, sustainability, resilience and strategic goals and projects.
Added 1 min ago
Applied AI Health System Engineer [Health Services-Provider] – Senior Manager
PwC
Boston, MA
What You Must Have
Added 1 min ago
Senior Product Manager, Mobile Apps – Vehicle Productivity and Electrification Experiences
Ford Motor Company
Boston, MA
…help us redefine the future of mobility. As a Digital Product Manager at Ford, you will work cross-functionally to ensure the products we build will meet and elevate our customers’…
Added 1 min ago
Sr. Reimbursement and Market Access Specialist - Remote
Medtronic
Boston, MA
Careers that change lives start here. Medtronic is a global leader in healthcare technology with a Mission to alleviate pain, restore health, and extend life. Our 95,000 employees work…
Added 1 min ago
Sr. Consulting Manager- CRM Functional & Analytics Lead, Life Sciences Consulting
Cognizant
Boston, MA
Based on this role’s business requirements, this position requires some travel and 2-3 days per week in a client or Cognizant office · What you must have to be considered
Added 1 min ago
Payer Middle Office / Technology / Operations Consultant, Senior Manager
PwC
Boston, MA
What You Must Have
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Information Security Manager - PCI
American Express Global Business Travel
Boston, MA
We are seeking a PCI Compliance Manager to own our PCI DSS compliance program from start to finish. In this hands-on role, you will serve as the organization’s subject matter expert on PCI,…
Added 1 min ago
Healthcare Finance & Performance Analytics Manager
Huron Consulting Group
Boston, MA
…care. Investing in new partnerships, clinical services and technology is not enough to create meaningful and substantive change. To succeed long-term, healthcare organizations must empower…
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Workforce Solutions - Rewards - Compensation Consultant- Manager
PwC
Boston, MA
What You Must Have
Added 1 min ago
Clinical Specialist, CRM- Greater Boston
Medtronic
Boston, MA
Careers that change lives start here. Medtronic is a global leader in healthcare technology with a Mission to alleviate pain, restore health, and extend life. Our 95,000 employees work…
Added 1 min ago
Sr. Strategic Planning Associate
Medtronic
Boston, MA
Careers that change lives start here. Medtronic is a global leader in healthcare technology with a Mission to alleviate pain, restore health, and extend life. Our 95,000 employees work…
Added 1 min ago
Project Manager/Business Analyst – Digital Health Transformation
Eliassen Group
Boston, MA
Our client, a small clinical-stage biotech focused on cardiovascular medicines, seeks a Project Manager/Business Analyst to lead a digital health transformation initiative for a part-time,…
Added 2 mins ago
Registered Nurse First Assist (RNFA)
UCSF
San Francisco, CA
Active RN license required
Added 7 mins ago
Assistant Restaurant Leader - Cottman Ave.
Raising Cane's
Philadelphia, PA
Acts as manager on duty and opens and closes the restaurant

Closed listing

Maximus

Manager - IT Service Management

Montpelier, VT, 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.

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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

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Jobs in the United States