Remote Enterprise Service Management Lead-ITSM & ServiceNow

Maximus; Boise (ID); Remote; USD 90,000 - 135,000; Full time

Job summary

Maximus seeks an experienced Manager, Enterprise Service Management & Knowledge Experience to lead transformation and operations across ServiceNow capabilities. The role focuses on ITSM, knowledge management, and service catalog modernization to improve employee self-service and automation.

You will lead a small ITSM team, partnering with IT and business stakeholders to drive measurable outcomes and shape the future of Enterprise Service Management and AI-enabled support.

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 and Service Catalog Solutions.
• Employee Center Experiences and Knowledge Management Programs.
• Experience using data analytics to identify opportunities, drive decisions, 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, 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 assigned 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

Leadership

Workflow automation

Stakeholder engagement

Education

Bachelor's degree

ITIL Foundation Certification

ServiceNow CSA

ServiceNow CIS-ITSM

Tools

ServiceNow

Flow Designer

Workflow Editor

ITSM tooling

Job description

Maximus seeks an experienced Manager, Enterprise Service Management & Knowledge Experience to lead transformation and operations across ServiceNow capabilities. The role focuses on ITSM, knowledge management, and service catalog modernization to improve employee self-service and automation.

You will lead a small ITSM team, partnering with IT and business stakeholders to drive measurable outcomes and shape the future of Enterprise Service Management and AI-enabled support.