Remote ITSM Leader – ServiceNow & Enterprise Service Management

Maximus; Salem (OR); Remote; USD 90,000 - 135,000; Full time

Job summary

Maximus seeks an experienced Manager, Enterprise Service Management & Knowledge Experience to transform and operate Enterprise Service Request Management, Knowledge Management, and Service Catalog across the organization. This hands-on role requires expertise in ITSM, ITIL, and ServiceNow, with a focus on automation and self-service to improve employee experience.

You will lead a small team, engage stakeholders across IT and business functions, and drive measurable 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 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.
• Strong hands-on experience designing ServiceNow Workflows.
• Flow Designer Automations, Service Catalog Solutions, Employee Center Experiences.
• Knowledge Management Programs and data analytics to identify opportunities and measure outcomes.
• Excellent communication, facilitation, stakeholder management, and executive presentation skills.

Responsibilities

• Lead Enterprise Service Request Management strategy, governance, modernization, and continuous improvement.
• Drive ServiceNow Automation: design and improve automated workflows to reduce manual effort and improve fulfillment speed.
• Manage Service Catalog governance: intake, approvals, lifecycle, and retirement of services.
• Lead Knowledge Management: governance, KCS practices, self-service content, AI-ready knowledge, adoption metrics.
• Develop KPIs, dashboards, and analytics to measure service performance and automation benefits.
• Advance ITSM Process Excellence across Request, Knowledge, Incident, Change, Problem, and Asset Management.
• Partner with IT & Asset Management to improve fulfillment, lifecycle governance, compliance, and efficiency.
• Mentor ITSM professionals and build strong cross-organizational partnerships.

Skills

ITSM

ITIL

ServiceNow

Workflow automation

Stakeholder engagement

Leadership

Education

Bachelor's degree in relevant field

Tools

Flow Designer

Workflow Editor

Service Catalog

Employee Center

Knowledge Management

Job description

Maximus seeks an experienced Manager, Enterprise Service Management & Knowledge Experience to transform and operate Enterprise Service Request Management, Knowledge Management, and Service Catalog across the organization. This hands-on role requires expertise in ITSM, ITIL, and ServiceNow, with a focus on automation and self-service to improve employee experience.

You will lead a small team, engage stakeholders across IT and business functions, and drive measurable outcomes.