Enterprise ITSM & Knowledge Management Lead (Remote)

Maximus; Carson City (NV); Remote; USD 90,000 - 135,000; Full time

Job summary

Maximus seeks an experienced Manager, Enterprise Service Management & Knowledge Experience to transform and manage IT service capabilities across the organization. This hands-on role focuses on modernizing how employees access services via self-service, automation, and knowledge on the ServiceNow platform.

You will lead a small ITSM team, drive governance, and partner with IT and business units to improve outcomes.

Qualifications

• 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.

Responsibilities

• Lead Enterprise Service Request Management: strategy, governance, modernization and continuous improvement of ServiceNow Catalog, Employee Center and Request Management capabilities.
• Drive ServiceNow Automation: design and improve automated workflows to reduce manual effort and improve fulfillment speed.
• Manage Service Catalog governance: oversee catalog intake, approvals, lifecycle management and retirement of services.
• Lead Knowledge Management: establish enterprise Knowledge Management program with governance and AI-ready knowledge.
• Drive data-based decisions: develop KPIs, dashboards, analytics to measure service performance and automation benefits.
• Advance ITSM process excellence: apply ITIL best practices across Request, Knowledge, Incident, Change, Problem and Asset Management.
• Partner across IT & Asset Management: collaborate with stakeholders, SAM and HAM to improve fulfillment and governance.
• Lead and develop teams: mentor ITSM professionals and build strong partnerships.

Skills

ITIL expertise

Leadership

Stakeholder engagement

Executive communication

Data analytics

Education

Bachelor's degree in relevant field

Tools

ServiceNow

Flow Designer

Workflow Editor

Knowledge Management tools

Job description

Maximus seeks an experienced Manager, Enterprise Service Management & Knowledge Experience to transform and manage IT service capabilities across the organization. This hands-on role focuses on modernizing how employees access services via self-service, automation, and knowledge on the ServiceNow platform.

You will lead a small ITSM team, drive governance, and partner with IT and business units to improve outcomes.