Remote IT Service Management Lead - ServiceNow & Knowledge

Maximus; Santa Fe (NM); Remote; USD 90,000 - 135,000; Full time

Job summary

Maximus is seeking an experienced Manager, Enterprise Service Management & Knowledge Experience to transform and operate ITSM capabilities across the organization. This remote role focuses on modernizing how employees consume IT services via self-service, automation, knowledge, and ServiceNow.

Ideal candidates bring hands-on ITSM, ITIL, and ServiceNow expertise, plus strong stakeholder engagement. You will lead a small team and partner across IT and business units to improve service delivery and

Qualifications

• - Bachelor's degree in relevant field and 5+ years of relevant professional experience or equivalent.
• - 5+ years of IT Service Management experience.
• - 4+ years of hands-on ServiceNow platform experience.
• - 3+ years of people leadership or enterprise process ownership experience.
• - ITIL v3 or v4 Foundation Certification required.
• - Deep understanding of ITSM processes and ITIL practices.
• - Proven experience leading Service Request Management and Knowledge Management functions.
• - Strong hands-on experience designing ServiceNow Workflows, Flow Designer automations, and Service Catalog solutions.
• - Knowledge of Employee Center experiences and Knowledge Management programs.
• - Experience using data analytics to drive decisions and outcomes.
• - Excellent communication, facilitation, stakeholder management, and executive presentation skills.
• - Ability to influence without authority.

Responsibilities

• Lead Enterprise Service Request Management strategy, governance, and modernization of ServiceNow capabilities.
• Drive ServiceNow automation to reduce manual effort and improve fulfillment speed.
• Manage Service Catalog governance, intake, approvals, and lifecycle management.
• Lead Knowledge Management, KCS adoption, and AI-ready knowledge initiatives.
• Develop KPIs, dashboards, and analytics to measure performance and outcomes.
• Advance ITSM processes across Request, Knowledge, Incident, Change, Problem, and Asset Management.
• Collaborate with IT and Asset teams to optimize fulfillment and governance.
• Mentor and develop a high-performing ITSM team and align with stakeholders.

Skills

ITSM Experience

Leadership

Stakeholder Management

Executive Presentations

ITIL Certification

ServiceNow Experience

Data Analytics

Communication

Influence without Authority

Education

Bachelor's Degree

Tools

ServiceNow

Flow Designer

Workflow Editor

Employee Center

Job description

Maximus is seeking an experienced Manager, Enterprise Service Management & Knowledge Experience to transform and operate ITSM capabilities across the organization. This remote role focuses on modernizing how employees consume IT services via self-service, automation, knowledge, and ServiceNow.

Ideal candidates bring hands-on ITSM, ITIL, and ServiceNow expertise, plus strong stakeholder engagement. You will lead a small team and partner across IT and business units to improve service delivery and