Remote ITSM Leader: ServiceNow, Knowledge & Automation

Maximus

Hagåtña (GU)

Remote

USD 90,000 - 135,000

Full time

4 days ago

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Benefits offered by this job

Remote work

Job summary

Maximus seeks an experienced Manager, Enterprise Service Management & Knowledge Experience to transform IT service delivery. You will lead Enterprise Service Request Management, Knowledge Management, and Service Catalog modernization using ServiceNow across the organization.

This hands-on role requires ITIL expertise, workflow automation, and stakeholder engagement. You will guide a small team, drive data-driven decisions, and shape AI-enabled support initiatives in a remote setting.

Qualifications

5+ years IT Service Management experience.
4+ years ServiceNow platform experience.
3+ years of leadership experience.
ITIL v3 or v4 Foundation Certification.
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.
Knowledge Management Programs and analytics experience.

Responsibilities

Lead Enterprise Service Request Management strategy, governance, and modernization of ServiceNow capabilities.
Drive ServiceNow automation to reduce manual effort and improve fulfillment speed.
Oversee catalog governance, lifecycle management, and service ownership.
Lead Knowledge Management program, self-service content, and AI-ready knowledge.
Develop KPIs, dashboards, and analytics to measure service performance and outcomes.
Apply ITIL best practices across ITSM disciplines and standardize processes.
Collaborate with IT & Asset Management to optimize fulfillment and lifecycle governance.
Mentor ITSM professionals and build partnerships across tech and business groups.