Remote Enterprise Service Management & Knowledge Lead

Maximus; City of Albany (NY); Remote; USD 90,000 - 135,000; Full time

Job summary

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

The ideal candidate is a builder and change agent with hands-on expertise in ITSM, ITIL,

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: 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 and governance for ServiceNow Catalog, Employee Center, and Request Management.
• Drive ServiceNow Automation by designing automated workflows using Flow Designer and ITSM capabilities.
• Oversee catalog intake, approvals, lifecycle management, and service ownership.
• Lead Knowledge Management via governance, KCS practices, self-service content, and AI-ready knowledge.
• Develop KPIs, dashboards, and analytics to measure performance and outcomes.
• Advance ITIL-based ITSM across Request, Knowledge, Incident, Change, Problem, and Asset Management.
• Collaborate with business stakeholders, ServiceNow teams, SAM, and HAM to improve fulfillment and governance.
• Mentor ITSM professionals and build strong cross-functional partnerships.

Skills

ITSM

Leadership

Stakeholder management

Automation

ServiceNow

Analytics

Education

Bachelor's degree

ITIL Certification

Tools

ServiceNow

Flow Designer

Employee Center

Service Catalog

Job description

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

The ideal candidate is a builder and change agent with hands-on expertise in ITSM, ITIL,