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Added 1 min ago
WV
Transportation DMV Agent Floor Manager - Roane Co.
West Virginia
Spencer, WV
- $20.38 to $28.96 USD / hour
Lead & Mentor Staff: Assist the Regional Office Assistant Manager with planning, delegating work assignments, reviewing performance, and training DMV Agents on work methods and policy…
Added 1 min ago
(H
HR/Payroll
(Longmeadow Healthcare Center) LSSH Justin, LLC
United States
- $23 USD / hour
Works with the Risk Manager as needed on complex HR/WC cases
Added 4 mins ago
M
Customer Success Account Manager
Microsoft
United States
- $86,100 to $169,800 USD / year
Drives conversations with customers that present the strategic alignment between the customer objectives and support contract to set a long-term strategy for consumption aligned to those…
Added 6 mins ago
Scrum Master
S&P OPCO LLC
NY · Princeton, NJ
…goals and PI objectives. Will work closely with the Product Manager, Product Owner, Tech leads, UI/UX, security, QE leads and other team members to make sure the product/solution/platform…
Added 7 mins ago
UB
Guest Coordinator
Ulta Beauty, Inc.
Manahawkin, NJ
- $16 to $24 USD / hour
…represent the image, products, and culture of Ulta Beauty and support the Experience Manager (EM) and Assistant Services Manager (ASM) through a focus on performance (service/retail sales…
Added 7 mins ago
Specialty Artist - MAC
Ulta Beauty, Inc.
Houston, TX
…Ulta Beauty and the MAC brand to the Ulta Beauty guest and support the Experience Manager (EM) through a focus on performance (service/retail sales and in-store events), people (guest…
Added 7 mins ago
Prestige Beauty Advisor
Ulta Beauty, Inc.
Gonzales, LA
…cleanliness and replenishment. This position supports the Sales Manager (SM) through a focus on performance (service/retail sales and in-store events), people (guest service and associate…
Added 7 mins ago
Elite Stylist
Ulta Beauty, Inc.
Orlando, FL
…professional services with an emphasis on the guest’s total look. They support the Experience Manager (EM) and Assistant Services Manager (ASM) and focus on performance (service sales, and…
Added 7 mins ago
Stylist
Ulta Beauty, Inc.
Orlando, FL
…professional services with an emphasis on the guest’s total look. They support the Experience Manager (EM) and the Assistant Services Manager (ASM) through a focus on performance (service…
Added 7 mins ago
Assistant Stylist
Ulta Beauty, Inc.
Surprise, AZ
Think robust organizational support. Ever-increasing levels of investment. And a healthy dose of personal empowerment and growth opportunity. All with a company of unwavering strength and…
Added 7 mins ago
Stylist
Ulta Beauty, Inc.
Orlando, FL
…professional services with an emphasis on the guest’s total look. They support the Experience Manager (EM) and the Assistant Services Manager (ASM) through a focus on performance (service…
Added 7 mins ago
Guest Coordinator
Ulta Beauty, Inc.
Fort Walton Beach, FL
…represent the image, products, and culture of Ulta Beauty and support the Experience Manager (EM) and Assistant Services Manager (ASM) through a focus on performance (service/retail sales…
Added 7 mins ago
Stylist
Ulta Beauty, Inc.
Kennesaw, GA
…professional services with an emphasis on the guest’s total look. They support the Experience Manager (EM) and the Assistant Services Manager (ASM) through a focus on performance (service…
Added 7 mins ago
Master Stylist
Ulta Beauty, Inc.
Kennesaw, GA
…professional services with an emphasis on the guest’s total look. They support the Experience Manager (SM) and Assistant Services Manager (ASM) through a focus on performance (service…
Added 7 mins ago
Elite Stylist
Ulta Beauty, Inc.
Kennesaw, GA
…professional services with an emphasis on the guest’s total look. They support the Experience Manager (EM) and Assistant Services Manager (ASM) and focus on performance (service sales, and…
Added 7 mins ago
UB
Lead Cashier
Ulta Beauty, Inc.
Las Vegas, NV
- $15.5 to $21 USD / hour
Book appointments for and support the execution of services and in-store events that deliver an unrivaled guest experience while delivering on sales goals.
Added 7 mins ago
Stylist
Ulta Beauty, Inc.
Newport, KY
…professional services with an emphasis on the guest’s total look. They support the Experience Manager (EM) and the Assistant Services Manager (ASM) through a focus on performance (service…
Added 7 mins ago
UB
Specialty Beauty Advisor - Lancome
Ulta Beauty, Inc.
Sacramento, CA
- $20 to $30 USD / hour
…Ulta Beauty and the Lancôme brand to the Ulta Beauty guest and support the Experience Manager (EM) through a focus on performance (service/retail sales and in-store events), people (guest…
Added 7 mins ago
Specialty Beauty Advisor - Lancome
Ulta Beauty, Inc.
Salem, OR
…Ulta Beauty and the Lancôme brand to the Ulta Beauty guest and support the Experience Manager (EM) through a focus on performance (service/retail sales and in-store events), people (guest…
Added 7 mins ago
Elite Stylist
Ulta Beauty, Inc.
Minnetonka, MN
…professional services with an emphasis on the guest’s total look. They support the Experience Manager (EM) and Assistant Services Manager (ASM) and focus on performance (service sales, and…
Added 7 mins ago
UB
Master Stylist
Ulta Beauty, Inc.
Minnetonka, MN
- $15.97 to $20.2 USD / hour
…professional services with an emphasis on the guest’s total look. They support the Experience Manager (SM) and Assistant Services Manager (ASM) through a focus on performance (service…
Added 7 mins ago
UB
Stylist
Ulta Beauty, Inc.
Minnetonka, MN
- $15.97 to $19 USD / hour
…professional services with an emphasis on the guest’s total look. They support the Experience Manager (EM) and the Assistant Services Manager (ASM) through a focus on performance (service…
Added 7 mins ago
Elite Stylist
Ulta Beauty, Inc.
Rapid City, SD
…professional services with an emphasis on the guest’s total look. They support the Experience Manager (EM) and Assistant Services Manager (ASM) and focus on performance (service sales, and…
Added 7 mins ago
Master Stylist
Ulta Beauty, Inc.
Rapid City, SD
…professional services with an emphasis on the guest’s total look. They support the Experience Manager (SM) and Assistant Services Manager (ASM) through a focus on performance (service…
Added 7 mins ago
Stylist
Ulta Beauty, Inc.
Rapid City, SD
…professional services with an emphasis on the guest’s total look. They support the Experience Manager (EM) and the Assistant Services Manager (ASM) through a focus on performance (service…

Closed listing

Maximus

Manager - IT Service Management

Concord, NH, 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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