Remote ITSM Leader — ServiceNow, Knowledge & Automation

Maximus; Nashville (TN); Remote; USD 90,000 - 135,000; Full time

Job summary

Maximus seeks an experienced Manager to lead Enterprise Service Management, Knowledge Experience, and related ITSM initiatives across the organization. The role focuses on transforming how employees access IT services through self-service, automation, knowledge, and ServiceNow capabilities.

The ideal candidate combines hands-on operational expertise in ITSM/ITIL with change leadership, stakeholder engagement, and a track record of delivering measurable business 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.
• Experience using data analytics to identify opportunities, drive decision-making, and measure outcomes.

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

Skills

ITSM

ITIL

ServiceNow

Workflow Automation

Knowledge Management

Service Catalog

Employee Center

Data Analytics

Stakeholder Management

Leadership

Education

Bachelor's degree in IT or related field

Tools

Flow Designer

Job description

Maximus seeks an experienced Manager to lead Enterprise Service Management, Knowledge Experience, and related ITSM initiatives across the organization. The role focuses on transforming how employees access IT services through self-service, automation, knowledge, and ServiceNow capabilities.

The ideal candidate combines hands-on operational expertise in ITSM/ITIL with change leadership, stakeholder engagement, and a track record of delivering measurable business outcomes.