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Added 1 min ago
AU
Security Officer Flex Branch Patrol
Allied Universal
Washington, DC
- $25.15 USD / hour
…schedule will vary week to week, based on a combination of manager-assigned shifts and those you pick up through our Earn More, Claim-A-Shift self-scheduling program. Shifts, days,…
Added 3 mins ago
CN
PROGRAM MANAGER
Commander, Naval Information Warfare Systems Command (NAVWARSYSCOM)
Washington Navy Yard, DC
- $143,913 to $197,200 USD / year
You will develop comprehensive program plans and strategies, monitor and control execution for the S3ALE program, enabling effective and efficient execution of the program and ensuring…
Added 3 mins ago
BP
Electrical Engineer
Bonneville Power Administration
Vancouver, WA
- $130,328 to $157,607 USD / year
A. Degree: Engineering. To be acceptable, the program must: (1) lead to a bachelor's degree in a school of engineering with at least one program accredited by ABET; or (2) include…
Added 3 mins ago
BP
Electrical Engineer
Bonneville Power Administration
Vancouver, WA
- $130,328 to $157,607 USD / year
A. Degree: Engineering. To be acceptable, the program must: (1) lead to a bachelor's degree in a school of engineering with at least one program accredited by ABET; or (2) include…
Added 3 mins ago
BP
Electrical Engineer
Bonneville Power Administration
Vancouver, WA
- $87,887 to $140,188 USD / year
A. Degree: Engineering. To be acceptable, the program must: (1) lead to a bachelor's degree in a school of engineering with at least one program accredited by ABET; or (2) include…
Added 3 mins ago
BP
Electrical Engineer
Bonneville Power Administration
Vancouver, WA
- $87,887 to $140,188 USD / year
A. Degree: Engineering. To be acceptable, the program must: (1) lead to a bachelor's degree in a school of engineering with at least one program accredited by ABET; or (2) include…
Added 3 mins ago
UF
SUPERVISORY FISH BIOLOGIST
U.S. Fish and Wildlife Service
Leadville, CO
- $89,508 to $116,362 USD / year
…and evaluating operational, staffing, production, and budget information to support program planning, resource allocation, and accomplishment of hatchery goals. You must include hours per…
Added 3 mins ago
VH
Program Analyst (Informatics) - Chief of Staff
Veterans Health Administration
Fort Meade, SD · Hot Springs, SD
- $61,722 to $116,362 USD / year
Performs support work in activities that support the management and delivery of educational experiences using information solutions and technology in all areas of healthcare. Utilizes…
Added 6 mins ago
W
Pharmacy Operations Manager
Walgreens
MEADVILLE, PA
- $22.5 to $35.75 USD / hour
Drives new technology/ process roll out, champions change and engages team around action planning. Assures proper operation and maintenance of pharmacy department equipment. In…
Added 6 mins ago
W
Pharmacy Technician / Pharm Tech Apprenticeship
Walgreens
CARNEGIE, PA
- $17 to $23.25 USD / hour
Performs duties as assigned by Pharmacy Manager, Staff Pharmacist and Store Manager including utilizing pharmacy systems to enter patient and drug information, ensuring information is…
Added 6 mins ago
OA
Lead Budget Analyst
Other Agencies and Independent Organizations
Washington, DC
- $143,913 to $187,093 USD / year
…and compliance. | Conducts financial analyses and evaluates program performance, funding trends, and resource utilization to develop recommendations for management. | Coordinates with…
Added 6 mins ago
OA
Lead Budget Analyst
Other Agencies and Independent Organizations
Arlington, VA
- $143,913 to $187,093 USD / year
…and compliance. | Conducts financial analyses and evaluates program performance, funding trends, and resource utilization to develop recommendations for management. | Coordinates with…
Added 6 mins ago
OA
Foreign Affairs Officer
Other Agencies and Independent Organizations
District of Columbia, DC
- $143,913 to $187,093 USD / year
…date of this announcement. If you fail to provide requested information, or the information you submit is insufficient to verify your eligibility, you WILL lose consideration for this…
Added 6 mins ago
FD
Assistant Director, Closing Data and Operations, CM-1101-00 (FDIC-Only)
Federal Deposit Insurance Corporation
Washington, DC · New York, NY · Dallas, TX
- $174,589 to $277,500 USD / year
…in a wide variety of activities to include data management, information technology management, accounting and financial management program…
Added 6 mins ago
DO
Teacher (Mixed Specialist)
Department of War Education Activity
Beaufort, SC
- $59,073 to $143,310 USD / year
…formative and summative assessment tools. | Integrate approved technology to enhance instruction and improve the quality of learning. | Differentiate instruction for individual student…
Added 8 mins ago
UC
Research General Engineer
U.S. Coast Guard
New London, CT
- $120,094 to $156,124 USD / year
…scientists and engineers working under the Autonomy research…
Added 8 mins ago
VH
Student Trainee (Psychology)
Veterans Health Administration
Cincinnati, OH
- $64,290 to $83,582 USD / year
The Pathways Internship Program allows students to join VA in career positions that emphasize long-term training and development. The Student Trainee (Psychology) is assigned to the Office…
Added 8 mins ago
BP
Electrical Engineer
Bonneville Power Administration
Spokane, WA · Kent, WA · Olympia, WA · Vancouver, WA
- $118,204 to $160,638 USD / year
A. Degree: Engineering. To be acceptable, the program must: (1) lead to a bachelor's degree in a school of engineering with at least one program accredited by ABET; or (2) include…
Added 8 mins ago
BP
Electrical Engineer
Bonneville Power Administration
Vancouver, WA · Olympia, WA · Spokane, WA · Kent, WA
- $118,204 to $160,638 USD / year
A. Degree: Engineering. To be acceptable, the program must: (1) lead to a bachelor's degree in a school of engineering with at least one program accredited by ABET; or (2) include…
Added 8 mins ago
CA
AUTOMOTIVE MECHANIC
Customs and Border Protection
Tucson, AZ · Douglas, AZ · Willcox, AZ
- $33 to $38 USD / hour
…Appointee employee in the Executive Branch, you must disclose this information to the Human Resources…
Added 10 mins ago
Software Engineering Manager I
BAE Systems
Nashua, NH
Electronic Combat Solutions (ECS) has technology, engineering and program teams that educate and mentor colleagues to deliver leading Electronic Warfare capabilities. We welcome all those…
Added 11 mins ago
VH
File Clerk
Veterans Health Administration
Miami, FL
- $38,776 to $50,412 USD / year
…receipt, intake and scanning of medical and administrative…
Added 11 mins ago
VH
Electrician
Veterans Health Administration
Kansas City, MO
- $35 to $41 USD / hour
Added 11 mins ago
DI
IT PROJECT MANAGER (PLCYPLN/INFOSEC)
Defense Information Systems Agency
Fort Meade, MD
- $143,913 to $187,093 USD / year
Attention to Detail - experience reviewing my own information technology-related work or data and have been responsible for reviewing the work of others to ensure accuracy, completeness,…
Added 11 mins ago
VH
Supervisory Supply Technician
Veterans Health Administration
Albuquerque, NM
- $51,007 to $66,311 USD / year

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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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

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