Senior Enterprise Service Management Lead (Remote)

Maximus; Austin (TX); Teletrabalho; USD 90 000 - 135 000; Tempo integral

Resumo da oferta

Maximus is seeking an experienced Manager, Enterprise Service Management & Knowledge Experience to transform enterprise service delivery and manage ITSM operations across the organization using ServiceNow. This hands-on leader will modernize how employees access IT services through self-service, automation, and knowledge management.

You will build and lead a small team, partner with IT and business stakeholders, and drive AI-enabled support and automation initiatives to improve operational

Qualificações

• 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 and implementing: 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.

Responsabilidades

• 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.

Conhecimentos

IT Service Management

ServiceNow

ITIL

Team Leadership

Stakeholder Engagement

Formação académica

Bachelor's degree in relevant field

Ferramentas

ServiceNow Workflows

Flow Designer

Service Catalog

Employee Center

Knowledge Management

Descrição da oferta de emprego

Maximus is seeking an experienced Manager, Enterprise Service Management & Knowledge Experience to transform enterprise service delivery and manage ITSM operations across the organization using ServiceNow. This hands-on leader will modernize how employees access IT services through self-service, automation, and knowledge management.

You will build and lead a small team, partner with IT and business stakeholders, and drive AI-enabled support and automation initiatives to improve operational