Remote ITSM & ServiceNow Leader for Service Management

Maximus; Montpelier (VT); Remote; USD 90,000 - 135,000; Full time

Job summary

Maximus is seeking an experienced Manager to lead Enterprise Service Management, Knowledge Experience, and ServiceNow capabilities across the organization. This hands-on role drives self-service, automation, and knowledge-driven IT services while partnering with IT and business teams for measurable efficiency gains.

You will guide governance, strategy, and modernization of Service Catalog, Employee Center, and Request Management, while developing a high-performing ITSM team in a remote work

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.
• Exceptional communication, facilitation, stakeholder management, and executive presentation skills.
• Ability to influence without authority and gain buy-in across diverse stakeholder groups.
• Preferred: ServiceNow CSA, CIS-ITSM, HAM Pro, SAM Pro; KCS experience; AI/analytics familiarity.

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

IT Service Management

ITIL knowledge

Stakeholder management

Communication

Leadership

Knowledge Management

Data analytics

Service Request Management

Influence without authority

Education

Bachelor's degree in relevant field

Tools

ServiceNow

Flow Designer

Workflow Editor

Service Catalog

Employee Center

Performance Analytics

Knowledge-Centered Service (KCS)

Job description

Maximus is seeking an experienced Manager to lead Enterprise Service Management, Knowledge Experience, and ServiceNow capabilities across the organization. This hands-on role drives self-service, automation, and knowledge-driven IT services while partnering with IT and business teams for measurable efficiency gains.

You will guide governance, strategy, and modernization of Service Catalog, Employee Center, and Request Management, while developing a high-performing ITSM team in a remote work