Manager, Enterprise Service Management & Knowledge - Remote

Maximus

Juneau (AK)

Remote

USD 90,000 - 135,000

Full time

4 days ago

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Job summary

Maximus seeks an experienced Manager, Enterprise Service Management & Knowledge Experience to lead transformation of Enterprise Service Request Management, Knowledge Management, Service Catalog, and Service Automation.

This remote role focuses on modernizing how Maximus employees consume IT services via self-service, automation, knowledge, and ServiceNow capabilities. You will guide a small team and partner across IT and business to improve service delivery and outcomes.

Qualifications

Bachelor's degree and 5+ years of IT Service Management experience.
5+ years of ITSM experience.
4+ years of hands-on ServiceNow platform experience.
3+ years of people leadership or enterprise process ownership.
ITIL v3 or v4 Foundation Certification required.
Hands-on experience designing ServiceNow Workflows, Flow Designer Automations, Service Catalog, Employee Center.
Strong communication and stakeholder management skills.

Responsibilities

Lead Enterprise Service Request Management strategy, governance, and modernization of ServiceNow Catalog, Employee Center, and Request Management.
Drive ServiceNow Automation: design automated workflows using Flow Designer and ITSM capabilities.
Oversee Service Catalog governance, approvals, and lifecycle management.
Lead Knowledge Management: governance, KCS practices, self-service content, AI-ready knowledge.
Develop KPIs, dashboards, and analytics to measure performance and outcomes.
Partner with IT & Asset Management to improve fulfillment and lifecycle governance.
Mentor ITSM professionals and build strong partnerships across IT and business.