Enterprise Service Management Lead & Knowledge Experience

Maximus; Salt Lake City (UT); Remote; USD 90,000 - 135,000; Full time

Job summary

Maximus seeks an experienced Manager for Enterprise Service Management & Knowledge Experience to transform and operate ServiceNow-driven ITSM capabilities across the organization. The role combines process, technology, data, and employee experience to modernize how employees access IT services through self-service, automation, and knowledge.

You will lead a small team and collaborate with IT and business partners to drive efficiency, governance, and measurable business outcomes.

Qualifications

• Bachelor's degree or equivalent experience.
• 5+ years of IT Service Management experience.
• 4+ years of hands-on ServiceNow platform experience.
• 3+ years of people leadership or enterprise process ownership.
• ITIL v3 or v4 Foundation Certification.
• Deep understanding of ITSM processes and ITIL best practices.
• Proven experience leading Service Request Management and Knowledge Management functions.
• Hands-on design experience: ServiceNow Workflows, Flow Designer Automations, Service Catalog, Employee Center, Knowledge Management.

Responsibilities

• Lead Enterprise Service Request Management strategy, governance, and modernization of ServiceNow capabilities.
• Direct Service Catalog management and catalog optimization.
• Drive ServiceNow automation using Flow Designer, Workflow Editor, and ITSM capabilities.
• Establish and govern OLAs, KPIs, fulfillment metrics, and reporting.
• Implement enterprise Knowledge Management governance and lifecycle processes.
• Drive KCS adoption, self-service enablement, and AI-readiness activities.
• Leverage ServiceNow analytics to improve adoption, performance, and customer experience.
• Lead ITSM process excellence across Request, Knowledge, Incident, Change, Problem, and Asset Management.
• Partner with SAM/HAM and stakeholders to optimize entitlement and provisioning workflows.
• Lead, mentor, and develop a high-performing ITSM team.

Skills

ITSM experience

ServiceNow

People leadership

ITIL Foundation

Service Request Management

Knowledge Management

Workflows (ServiceNow)

Flow Designer

Service Catalog

Employee Center

Knowledge Management Programs

Data analytics

Communication skills

Influence without authority

ServiceNow CSA

CIS-ITSM

HAM Pro

SAM Pro

Performance Analytics

AI Search

KCS experience

Education

Bachelor's degree in relevant field

Tools

ServiceNow

Job description

Maximus seeks an experienced Manager for Enterprise Service Management & Knowledge Experience to transform and operate ServiceNow-driven ITSM capabilities across the organization. The role combines process, technology, data, and employee experience to modernize how employees access IT services through self-service, automation, and knowledge.

You will lead a small team and collaborate with IT and business partners to drive efficiency, governance, and measurable business outcomes.