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Added 7 mins ago
Program Manager II, Pickup and Return Points (PARP)
Amazon
Bellevue, WA
The Amazon North America Pickup & Return Points team is looking for a Program Manager to join us in supporting Amazon’s automated, secure, self-service package delivery solution in North…
Added 27 mins ago
Payroll Systems and Financial Operations Specialist
Defense Microelectronics Activity
McClellan, CA
…customer support. Administer and evaluate payroll and financial-system operations, interfaces, labor charging structures, payroll reports, and related processes to identify deficiencies and…
Added 27 mins ago
SH
Public Resource Specialist - Sel Pay Rev Cycle Ops - Sharp Memorial Hospital - Day Shift - Full Time
Sharp HealthCare
San Diego, CA
- Full-time
3 Years experience in a health care system revenue cycle.
Added 27 mins ago
Supervisory Patient Representative
Veterans Affairs, Veterans Health Administration
San Diego, CA
Added 30 mins ago
AI
Customer Accounts Manager
Aaron's, Inc.
El Dorado, AR
- $14.5 to $15.25 USD / hour
…wide variety of responsibilities, as directed by the General…
Added 39 mins ago
UO
Assistant Director, DPS Special Events
University of Colorado Denver
Boulder, CO
- $90,000 to $105,000 USD / year
…emergency procedures. The Assistant Director will supervise a Program Manager, DPS Special Events and student employees and liaise closely with the University of Colorado Police…
Added 39 mins ago
UO
Program Manager, Donor Communications and Relations, Arts and Sciences, Graduate
University of Colorado Denver
Boulder, CO
- $65,000 to $78,000 USD / year
Advancement at CU Boulder encourages applications for a Program Manager for Donor Communications and Relations! This role is responsible for contributing to the planning and execution of…
Added 39 mins ago
UO
Associate Director of Marketing & Social Media
University of Colorado Denver
Boulder, CO
- $95,000 to $100,000 USD / year
…implementing modern integrated marketing communications plans and will lead efforts around paid marketing, social media, and content strategy. Success will come through positive…
Added 1 hour ago
Physician (Primary Care - Lead Medical Officer)
Veterans Affairs, Veterans Health Administration
Campbell County, TN
Added 1 hour ago
Attorney
Bonneville Power Administration
Portland, OR
…operate the region's high-voltage transmission backbone, and lead some of the nation's most comprehensive fish and wildlife restoration programs. Behind every major regional energy…
Added 1 hour ago
Night Audit Supervisor
E11EVEN Club Hotel & Residences
Miami, FL
Greet guests and check them into the hotel following established procedures, including, but not limited to, ensuring all necessary information is received and entered into the system.
Added 1 hour ago
IQ
Assistant Manager
Ivar's Quick-Service
Issaquah, WA
- $25 to $28 USD / hour
Key words: manager, manager, manager, manager, food, food, food, food, restaurant, restaurant, restaurant, restaurant, assistant, assistant, assistant, assistant, supervise, supervise,…
Added 1 hour ago
FM
HVAC Lead Installer
First Mate Heating & Cooling
Lee's Summit, MO
- $50,000 to $110,000 USD / year
Lead residential HVAC system installations (furnaces, air conditioners, heat pumps, IAQ equipment)
Added 1 hour ago
DS
Swim School Program Manager
Dallas Swim Kids
Dallas, TX
- $21 to $25 USD / hour
We are seeking a dedicated and organized Swim School Program Manager to oversee the training and curriculum at our swim school. The ideal candidate will be responsible for onboarding and…
Added 1 hour ago
Senior District Manager, Oncology, Lung Head & Neck
Janssen Biotech, Inc. Legal Entity
Horsham, PA · NY · NJ
Johnson & Johnson Innovative Medicine is recruiting for a Senior District Manager, Oncology, Lung Head & Neck cancers to be based in the New York City District which includes: NYC, Long…
Added 1 hour ago
Senior District Manager, Oncology, Lung Head & Neck
Janssen Biotech, Inc. Legal Entity
Horsham, PA · Washington, DC · MD
Johnson & Johnson Innovative Medicine is recruiting for a Senior District Manager, Oncology, Lung Head & Neck cancers to be based in the Mid Atlantic District which includes: Washington,…
Added 1 hour ago
Senior District Manager, Oncology, Lung Head & Neck
Janssen Biotech, Inc. Legal Entity
Horsham, PA · Boston, MA · NH · Syracuse, NY · CT
Johnson & Johnson Innovative Medicine is recruiting for a Senior District Manager, Oncology, Lung Head & Neck cancers to be based in the Upstate NY-MA District which includes: Boston, MA,…
Added 2 hours ago
Nurse (VA Liaison for Healthcare)
Veterans Affairs, Veterans Health Administration
Fort Drum, NY
Summary The VA Syracuse Healthcare System's Social Worker Service is seeking an experienced VA Liaison for Healthcare Nurse. The primary role of the VA Liaison is to ensure the transfer of…
Added 2 hours ago
Senior Social Worker (VA Liaison for Healthcare)
Veterans Affairs, Veterans Health Administration
Fort Drum, NY
Added 2 hours ago
Program Manager Quality Management
Avangrid Service Co
LANCASTER, NY
Program Manager - Quality Management Location: Lancaster, NY Work Type: Office, 5 days The base salary for this position is dependent upon experience and location ranging from $84,000…
Added 2 hours ago
IT Manager
Fusco Personnel, Inc.
ALBANY, NY
IT MANAGER ALBANY, NYWe are recruiting for an experienced, hands-on leader to serve as our IT Manager in Albany, NY, running IT operations, cybersecurity, compliance, and technology…
Added 2 hours ago
SC
Case Manager, Law Enforcement Assisted Diversion (LEAD) Outreach and Engagement
St. Catherines Center for Children
ALBANY, NY
- $22.06 to $25.69 USD / hour
Full Title: Case Manager, Law Enforcement Assisted Diversion (LEAD) Outreach and EngagementLocation: Albany, NY Program: Homeless Services - LEAD (Dept. #591)Type: Non-exempt (hourly)Pay…
Added 2 hours ago
Product Manager, MedD
Navitus Health Services
ALBANY, NY
OverviewNavitus Health Solutions is seeking a Product Manager (PM) to join our team!This position is responsible for providing product management for the Navitus Medicare Part D program.…
Added 2 hours ago
Sr. Program Manager, Client Delivery
Core Logic Solutions LLC
ROCHESTER, NY
…better serve the property industry. Job Description: The Senior Program Manager, Client Delivery will be responsible for all aspects of the implementation of assigned programs and provides…
Added 2 hours ago
Program Manager II, Pickup and Return Points (PARP)
Amazon
New York, NY
The Amazon North America Pickup & Return Points team is looking for a Program Manager to join us in supporting Amazon’s automated, secure, self-service package delivery solution in North…

Closed listing

Maximus

Manager - IT Service Management

Annapolis, MD, 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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