Director, Enterprise Service Management & Knowledge

Maximus

Jackson (MS)

Remote

USD 90,000 - 135,000

Full time

8 days ago

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Job summary

Maximus seeks an experienced Manager, Enterprise Service Management & Knowledge Experience to lead transformation and operations of Enterprise Service Request Management, Knowledge Management, Service Catalog, and Service Automation. This remote role focuses on modernizing how Maximus employees consume IT services through self-service, automation, knowledge, and ServiceNow capabilities.

You will lead a small ITSM team, partner with stakeholders, and drive measurable business outcomes while

Qualifications

Bachelor's degree in a relevant field and 5+ years of IT service management experience.
4+ years of hands-on ServiceNow platform experience.
5+ years of ITSM experience with ITIL practices.
ITIL v3 or v4 Foundation Certification required.
Strong leadership, stakeholder management, and communication skills.

Responsibilities

Lead strategy and governance of ServiceNow Service Catalog, Employee Center, and Request Management capabilities.
Drive automation and workflow design to reduce manual effort and accelerate fulfillment.
Establish OLAs, KPIs, and performance reporting for service delivery.
Advance Knowledge Management with AI-ready content and adoption metrics.
Develop and mentor ITSM team; align with stakeholders across IT & business.