Remote ITSM & Knowledge Experience Lead (ServiceNow)

Maximus; Lincoln (NE); Remote; USD 90,000 - 135,000; Full time

Job summary

Maximus is seeking an experienced Manager to lead Enterprise Service Management, Knowledge Experience, and ServiceNow initiatives. This remote role drives modernization through self-service, automation, knowledge, and AI-ready capabilities across the organization.

You will guide a small team, partner with IT and business units, and translate strategy into measurable service improvements with governance, dashboards, and analytics to support enterprise outcomes.

Qualifications

• Bachelor's degree in a relevant field and 5+ years of ITSM experience.
• Hands-on ServiceNow platform experience with ITIL foundations.
• Strong knowledge of Service Catalog, Employee Center, and Request Management.
• Experience using Flow Designer and Workflow Editor for automation.
• Proven ability to lead teams and drive enterprise process ownership.
• Familiarity with data analytics to measure outcomes and improve service.

Responsibilities

• Lead strategy and governance for Enterprise Service Management and ServiceNow capabilities.
• Direct Service Catalog management, intake governance, and catalog optimization.
• Manage ServiceNow workflows and automation initiatives across ITSM disciplines.
• Establish KPIs, OLAs, and reporting to monitor performance.
• Drive Knowledge Management, KCS practices, and AI-ready knowledge lifecycle.
• Collaborate with IT and business stakeholders to improve fulfillment and efficiency.
• Lead and mentor a high-performing ITSM team and build cross-functional partnerships.

Skills

ITSM

ITIL

ServiceNow

Workflow Automation

Stakeholder Engagement

Data Analytics

Leadership

KCS

Knowledge Management

Education

Bachelor's degree

Tools

Flow Designer

Workflow Editor

Service Catalog

Employee Center

ServiceNow Analytics

Job description

Maximus is seeking an experienced Manager to lead Enterprise Service Management, Knowledge Experience, and ServiceNow initiatives. This remote role drives modernization through self-service, automation, knowledge, and AI-ready capabilities across the organization.

You will guide a small team, partner with IT and business units, and translate strategy into measurable service improvements with governance, dashboards, and analytics to support enterprise outcomes.