Remote ITSM & Knowledge Management Lead (ServiceNow)

Maximus; Honolulu (HI); 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 of ITSM capabilities, including ServiceNow, knowledge management, service catalog, and automation across the organization. This hands-on role focuses on modernizing IT service delivery for employees via self-service and AI-enabled support.

You will lead a small team, collaborate with IT and business stakeholders, and drive measurable improvements in efficiency, user

Qualifications

• Bachelor's degree required or equivalent experience.
• 5+ years of IT Service Management experience.
• 4+ years of hands-on ServiceNow platform experience.
• 3+ years of people 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 Automations, and Service Catalog Solutions.
• Experience using data analytics to identify opportunities, drive decision-making, and measure outcomes.
• Exceptional communication, facilitation, stakeholder management, and executive presentation skills.

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 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 Knowledge Management strategy, governance framework, and knowledge lifecycle processes.
• Drive KCS adoption, knowledge-sharing practices, self-service enablement, and AI-readiness activities; secure stakeholder alignment with policies; measure progress.
• Leverage ServiceNow analytics, dashboards, reporting, and data storytelling to improve adoption, performance, and customer experience.
• Manage ITSM process excellence across Request, Knowledge, Incident, Change, Problem, and Asset Management disciplines.
• Partner with SAM, HAM, and stakeholders to optimize entitlement, licensing, provisioning, governance, and lifecycle processes.
• Lead, mentor, develop, and manage a high-performing ITSM team while fostering stakeholder engagement.

Skills

ITSM leadership

ITIL knowledge

ServiceNow

Workflow automation

Stakeholder management

Team leadership

Data analytics

Education

Bachelor's degree

Tools

ServiceNow

Flow Designer

Workflow Editor

Service Catalog

Employee Center

Job description

Maximus seeks an experienced Manager, Enterprise Service Management & Knowledge Experience to lead transformation and operations of ITSM capabilities, including ServiceNow, knowledge management, service catalog, and automation across the organization. This hands-on role focuses on modernizing IT service delivery for employees via self-service and AI-enabled support.

You will lead a small team, collaborate with IT and business stakeholders, and drive measurable improvements in efficiency, user