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Added 2 mins ago
Project Administrator
Nuclear Fuel Services
Mt Vernon, IN
Will be assigned a collection of individual contracts to manage and oversee within a larger program. Will work very closely with the Project Manager and fellow Project Administrators.
Added 2 mins ago
Project Administrator
BWX Technologies, Inc.
Mt Vernon, IN
Will be assigned a collection of individual contracts to manage and oversee within a larger program. Will work very closely with the Project Manager and fellow Project Administrators.
Added 2 mins ago
Technical Delivery Manager - Digital Engineering
CVS Health
Remote, United States
…drive the delivery of our digital products focused on helping people live healthier lives. As a Technical Delivery Manager, you will use your management skills to lead large Digital…
Added 2 mins ago
Merrill Advisor Development Program - Financial Advisor: Chicago West Market
Bank of America
Merrillville, IN
The Advisor Development Program is designed for individuals excited to make a career transition and follow their passion of becoming a Financial Advisor.
Added 2 mins ago
Aftermarket Account Manager
Caterpillar, Inc.
Lafayette, IN
Caterpillar has an exciting opportunity for an Aftermarket Account Manager in Irving, TX, Lafayette, IN, Griffin, GA, or Alpharetta, GA.
Added 2 mins ago
Commodity Manager
Allegion
Carmel, IN
At Allegion, we help keep the people you know and love safe and secure where they live, work and visit. With more than 40 brands, 14,000+ employees globally and products sold in 130…
Added 3 mins ago
Associate Director - Technical Data Product Owner
Lilly
Indianapolis, IN
…We unite caring with discovery to help make life better for people around the world, knowing that every decision, every detail, and every day matters. Headquartered in Indianapolis,…
Added 3 mins ago
Territory Executive - Illinois
PagerDuty
Indianapolis, IN
People Leaders at PagerDuty are responsible for creating high performance environments that drive accountability. PagerDuty has four key dimensions that define our Leadership Impact: Lead…
Added 3 mins ago
AT
Senior Technical Program Manager
Akamai Technologies, Inc.
Indianapolis, IN
- $119,600 to $215,400 USD / year
As a Senior Technical Program Manager, you will require technical understanding of AI/ML systems, exceptional organizational and program management skills, and proven experience leading…
Added 3 mins ago
Expendable Inventory Management Specialist
Veterans Affairs, Veterans Health Administration
Indianapolis, IN
Added 3 mins ago
C
Test Analyst - QNXT
Cognizant
Indianapolis, IN
- $70,000 to $92,000 USD / year
Manager testing across QNXT Provider and Claims modules, validating claims adjudication, provider data integrity, and billing workflows.
Added 3 mins ago
CG
PATIENT OBSERVATION (FULL TIME AND PART TIME)
Compass Group, North America
Indianapolis, IN
- $15 USD / hour
- Full-time
- Part-time
If serving others is in your blood and you thrive on helping people heal, TouchPoint is the place for you! As part of Compass Healthcare, we care deeply for people, build belonging, and…
Added 3 mins ago
CG
PATIENT OBSERVATION (FULL TIME AND PART TIME)
Compass Group, North America
Indianapolis, IN
- $16 USD / hour
- Full-time
- Part-time
If serving others is in your blood and you thrive on helping people heal, TouchPoint is the place for you! As part of Compass Healthcare, we care deeply for people, build belonging, and…
Added 3 mins ago
Market Development Manager
Keurig Dr Pepper
Indianapolis, IN
The Market Development Manager (MDM) will provide strategic planning, market activation and account/market analytics for the assigned KDP DSD area. The position will actively identify local…
Added 3 mins ago
Associate Director - Medical Omnichannel Web Capabilities
Lilly
Indianapolis, IN
2+ years leading cross-functional delivery of digital or web products (for example, as a product owner, product manager or program lead)
Added 3 mins ago
C
Delivery Manager, Healthcare Payer
Cognizant
Indianapolis, IN
- $130,000 to $153,000 USD / year
As a Delivery Manager Healthcare Payer you will make an impact by leading complex healthcare payer transformation programs through platform implementation, modernization, migration, and…
Added 3 mins ago
Merrill Advisor Development Program - Financial Advisor: Indiana Market
Bank of America
Indianapolis, IN
The Advisor Development Program is designed for individuals excited to make a career transition and follow their passion of becoming a Financial Advisor.
Added 4 mins ago
A
Class A Cdl Driver
Aerotek
West Palm Beach, FL
- $18 to $23 USD / hour
Participate in a 24/7 emergency on-call service rotation as assigned by the Service Manager, responding to urgent customer needs.
Added 5 mins ago
CDL Truck Driver Commercial FEL Benefits Day 1
WM
Phoenix, AZ
Attends and participates in all scheduled training programs, briefings, and meetings as required by WM or directed by the Route Manager.
Added 6 mins ago
D
Operations Supervisor: 3rd Shift: 7:45 PM-6:30 AM
DSV
Canal Winchester, OH
- $70,000 to $80,000 USD / year
…labor scheduling, space utilization, equipment and manpower. People management responsibilities include hiring and training, planning and assigning daily work, conducting performance…
Added 11 mins ago
CH
Pharmacy Technician
CVS Health
Jacksonville, FL
- $16.5 to $25 USD / hour
Once in role, Technicians are required to complete a rigorous company training program and satisfy all registration, licensing, and certification requirements according to their State’s…
Added 11 mins ago
CH
Operations Manager
CVS Health
Jacksonville, FL
- $19 to $29 USD / hour
The Operations Manager is a member of the Store Management team, and as such, fulfills the company purpose of helping people on their path to better health by driving store execution and…
Added 11 mins ago
CH
Pharmacy Technician
CVS Health
Jacksonville, FL
- $16.5 to $25 USD / hour
Once in role, Technicians are required to complete a rigorous company training program and satisfy all registration, licensing, and certification requirements according to their State’s…
Added 16 mins ago
PM
Pastry Chef
PRS Management, Inc.
Medford, OR
- $24 to $28 USD / hour
…Bistro, catering services, and all other areas of our culinary program. You will be responsible for all pastry and baked goods preparation, food quality control, and food safety within all…
Added 18 mins ago
Maintenance Technician
Core Spaces
Tuscaloosa, AL
Core Spaces (Core) is more than a real estate company, it’s a people company. Where building relationships is just as important as building properties. From researchers and architects to…

Closed listing

Maximus

Manager - IT Service Management

Helena, MT, 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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