Remote ITSM & Knowledge Management Lead

Maximus; Topeka (KS); Remote; USD 90,000 - 135,000; Full time

Job summary

Maximus seeks an experienced Manager, Enterprise Service Management & Knowledge Experience to lead the transformation and operations of Enterprise Service Request Management, Knowledge Management, Service Catalog, and Service Automation across the organization. This hands-on role requires ITSM, ITIL, and ServiceNow expertise to modernize how employees consume IT services.

You will build and mentor a small team, drive process improvements, and leverage analytics to measure outcomes.

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.
• 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, and Service Catalog.

Responsibilities

• Lead Enterprise Service Request Management: strategy, governance, modernization, and improvement of ServiceNow capabilities.
• Drive ServiceNow Automation: design automated workflows to reduce manual effort and improve speed.
• Manage Service Catalog Governance: intake, approvals, lifecycle, and retirement of services.
• Lead Knowledge Management: governance, self-service content, AI-ready knowledge, and adoption metrics.
• Develop KPIs, dashboards, and analytics to measure service performance and outcomes.
• Advance ITSM process excellence across Request, Knowledge, Incident, Change, Problem, and Asset Management.
• Partner across IT & Asset Management to improve fulfillment, governance, and efficiency.
• Lead and develop ITSM teams, mentoring staff and aligning with stakeholders.

Skills

ITIL

ITSM

Leadership

Stakeholder engagement

Data analytics

Change management

Education

Bachelor's degree in relevant field

Tools

ServiceNow

Flow Designer

Workflow Editor

Service Catalog

Employee Center

Knowledge Management Tools

Job description

Maximus seeks an experienced Manager, Enterprise Service Management & Knowledge Experience to lead the transformation and operations of Enterprise Service Request Management, Knowledge Management, Service Catalog, and Service Automation across the organization. This hands-on role requires ITSM, ITIL, and ServiceNow expertise to modernize how employees consume IT services.

You will build and mentor a small team, drive process improvements, and leverage analytics to measure outcomes.