Senior Enterprise Service Management & Knowledge Lead (Remote)

Maximus; Hartford (CT); Remote; USD 90,000 - 135,000; Full time

Job summary

Maximus seeks an experienced Manager, Enterprise Service Management & Knowledge Experience to transform and run Enterprise Service Request Management, Knowledge Management, Service Catalog, and Service Automation across the organization.

This is a remote, hands-on leadership role blending process, technology, data, and employee experience to modernize IT services through self-service, automation, and AI-enabled capabilities.

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, and Knowledge Management Programs.

Responsibilities

• Lead Enterprise Service Request Management strategy and governance including the Service Catalog and Employee Center.
• Direct Service Catalog management and catalog optimization.
• Manage ServiceNow workflow automation and digital transformation initiatives.
• Establish and govern OLAs, KPIs, and fulfillment metrics.
• Drive Knowledge Management strategy, governance, and lifecycle processes.
• Develop KPIs, dashboards, and analytics to measure performance and outcomes.
• Collaborate with IT and business stakeholders to improve fulfillment and lifecycle processes.
• Lead and develop ITSM teams and foster stakeholder alignment.

Skills

IT Service Management

ServiceNow

ITIL

Leadership

Education

Bachelor's degree

Tools

ServiceNow

Flow Designer

Service Catalog

Employee Center

Knowledge Management

Job description

Maximus seeks an experienced Manager, Enterprise Service Management & Knowledge Experience to transform and run Enterprise Service Request Management, Knowledge Management, Service Catalog, and Service Automation across the organization.

This is a remote, hands-on leadership role blending process, technology, data, and employee experience to modernize IT services through self-service, automation, and AI-enabled capabilities.