ITSM & ServiceNow Lead – Knowledge & Automation

Maximus; Lansing (MI); Remote; USD 90,000 - 135,000; Full time

Job summary

Maximus seeks an experienced Manager to lead Enterprise Service Management, Knowledge Experience, and ServiceNow modernization across the organization. This hands-on role blends process, technology, data, and employee experience to transform how IT services are consumed through self-service, automation, and knowledge.

You will build and guide a small ITSM team, partner with IT and business stakeholders, and drive measurable outcomes while shaping AI-enabled support and automation for a remote

Qualifications

• Bachelor's degree in relevant field and 5+ years of professional ITSM experience.
• 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.
• Hands-on experience designing ServiceNow Workflows, Flow Designer Automations, Service Catalog, Employee Center, Knowledge Management programs.
• Strong 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 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 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.

Skills

ITSM

ITIL

ServiceNow

Workflow automation

Stakeholder management

Leadership

Data analytics

Education

Bachelor's degree

Tools

ServiceNow

Flow Designer

Workflow Editor

Service Catalog

Employee Center

Job description

Maximus seeks an experienced Manager to lead Enterprise Service Management, Knowledge Experience, and ServiceNow modernization across the organization. This hands-on role blends process, technology, data, and employee experience to transform how IT services are consumed through self-service, automation, and knowledge.

You will build and guide a small ITSM team, partner with IT and business stakeholders, and drive measurable outcomes while shaping AI-enabled support and automation for a remote