Remote ITSM & ServiceNow Enterprise Services Lead

Maximus

Phoenix (AZ)

Remote

USD 90,000 - 135,000

Full time

8 days ago

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Job summary

Maximus seeks an experienced Manager for Enterprise Service Management & Knowledge Experience to transform and operate ServiceNow-based ERM, Knowledge, Catalog, and Automation across the organization. This remote role emphasizes process, technology, data, and employee experience to modernize IT services via self-service and AI-enabled capabilities.

The ideal candidate blends hands-on ITSM, ITIL practices, and stakeholder engagement, leading a small team and collaborating with IT and business

Qualifications

Bachelor's degree and 5+ years ITSM experience.
5+ years IT Service Management experience.
4+ years ServiceNow platform experience.
3+ years people leadership, program leadership, or enterprise process ownership experience.
ITIL v3 or v4 Foundation Certification required.
Strong communication, facilitation, stakeholder management, and executive presentation skills.
Ability to influence without authority and gain buy-in across diverse stakeholder groups.

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.