Remote Lead, Enterprise Service Management & ServiceNow

Maximus; Madison (WI); Remote; USD 90,000 - 135,000; Full time

Job summary

Maximus seeks an experienced Manager, Enterprise Service Management & Knowledge Experience to transform and manage IT services across the organization. You will lead a hands-on team driving ServiceNow-based modernization, self-service, automation, and knowledge management to improve efficiency and employee experience.

This role collaborates with IT and business stakeholders to deliver measurable outcomes and shape AI-enabled support strategies, while steering governance, design, and continuous

Qualifications

• 5+ years of IT Service Management experience.
• Hands-on ServiceNow platform experience (5+ years).
• 3+ years of people leadership or enterprise process ownership experience.
• ITIL v3 or v4 Foundation Certification required.
• Proven experience leading Service Request Management and Knowledge Management functions.

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 experience

ServiceNow

Leadership

ITIL

Workflow automation

Stakeholder engagement

Education

Bachelor's degree in relevant field

Tools

Flow Designer

Workflow Editor

Employee Center

Knowledge Management

Job description

Maximus seeks an experienced Manager, Enterprise Service Management & Knowledge Experience to transform and manage IT services across the organization. You will lead a hands-on team driving ServiceNow-based modernization, self-service, automation, and knowledge management to improve efficiency and employee experience.

This role collaborates with IT and business stakeholders to deliver measurable outcomes and shape AI-enabled support strategies, while steering governance, design, and continuous