Remote ITSM & ServiceNow Leader for Enterprise Experience

Maximus; Trenton (NJ); Remote; USD 90,000 - 135,000; Full time

Benefits offered by this job

Remote work

Job summary

Maximus seeks an experienced Manager, Enterprise Service Management & Knowledge Experience to lead transformation and operations of Service Request Management, Knowledge Management, Service Catalog, and Service Automation across the organization.

This remote role focuses on modernizing how Maximus employees consume IT services through self-service, automation, and AI-enabled support. You will mentor a small ITSM team and collaborate with IT and business units.

Qualifications

• 5+ years IT Service Management experience.
• 4+ years ServiceNow platform experience.
• 3+ years of people leadership or enterprise process ownership 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 and implementing ServiceNow Workflows, Flow Designer, Service Catalog, Employee Center, Knowledge Management.
• Experience using data analytics to identify opportunities, drive decision-making, and measure outcomes.
• Exceptional 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 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

Stakeholder management

Leadership

Data analytics

Education

Bachelor's degree in relevant field

Tools

ServiceNow

Flow Designer

Service Catalog

Employee Center

Knowledge Management

Job description

Maximus seeks an experienced Manager, Enterprise Service Management & Knowledge Experience to lead transformation and operations of Service Request Management, Knowledge Management, Service Catalog, and Service Automation across the organization.

This remote role focuses on modernizing how Maximus employees consume IT services through self-service, automation, and AI-enabled support. You will mentor a small ITSM team and collaborate with IT and business units.