Remote Enterprise Service Management Lead (ServiceNow)

Maximus; Olympia (WA); Teletrabalho; USD 90 000 - 135 000; Tempo integral

Resumo da oferta

Maximus seeks an experienced Manager, Enterprise Service Management & Knowledge Experience to transform and operate IT Service Management, Knowledge Management, Service Catalog, and Service Automation across the organization.

In this hands-on leadership role, you will modernize how employees consume IT services via self-service, automation, and AI-enabled support on the ServiceNow platform. You will lead a small team and partner across IT and business units to improve efficiency and outcomes.

Qualificações

• 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.

Responsabilidades

• 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, and other ITSM capabilities.
• Establish and govern OLAs, KPIs, fulfillment metrics, and reporting.
• Drive data-based decisions with KPIs, dashboards, and analytics to measure service performance and outcomes.

Conhecimentos

ITSM experience

People leadership

Stakeholder management

Executive presentation

Formação académica

Bachelor's degree

Ferramentas

ServiceNow workflows

Flow Designer

Employee Center

Knowledge Management

CSA/CIS-ITSM

HAM Pro

SAM Pro

Descrição da oferta de emprego

Maximus seeks an experienced Manager, Enterprise Service Management & Knowledge Experience to transform and operate IT Service Management, Knowledge Management, Service Catalog, and Service Automation across the organization.

In this hands-on leadership role, you will modernize how employees consume IT services via self-service, automation, and AI-enabled support on the ServiceNow platform. You will lead a small team and partner across IT and business units to improve efficiency and outcomes.