Senior ITSM & Knowledge Management Leader (Remote)

Maximus; Helena (MT); Remote; USD 90,000 - 135,000; Full time

Job summary

Maximus seeks an experienced Manager, Enterprise Service Management & Knowledge Experience to transform and manage ES RM, Knowledge, Service Catalog, and Service Automation across the organization. This hands-on role blends process, technology, data, and employee experience to modernize IT services via self-service, automation, and ServiceNow capabilities.

You’ll lead a small team, partner across IT and business units, and drive measurable outcomes while shaping AI-ready support in a remote

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 and implementing: ServiceNow Workflows; Flow Designer Automations; Service Catalog Solutions; Employee Center Experiences; Knowledge Management Programs.

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 improve the enterprise Knowledge Management strategy, governance framework, and knowledge lifecycle processes.
• Drive KCS adoption, knowledge-sharing, self-service enablement, and AI-readiness activities with stakeholder alignment.
• Leverage ServiceNow analytics and dashboards to improve adoption, performance, customer experience, and outcomes.
• Manage ITSM processes across Request, Knowledge, Incident, Change, Problem, and Asset Management.

Skills

ITSM

ServiceNow

Leadership

ITIL

Process improvement

Stakeholder engagement

Education

Bachelor's degree in relevant field

ITIL Foundation Certification

ServiceNow CIS-ITSM

Tools

Flow Designer

Workflow Editor

Service Catalog

Employee Center

Knowledge Management

Job description

Maximus seeks an experienced Manager, Enterprise Service Management & Knowledge Experience to transform and manage ES RM, Knowledge, Service Catalog, and Service Automation across the organization. This hands-on role blends process, technology, data, and employee experience to modernize IT services via self-service, automation, and ServiceNow capabilities.

You’ll lead a small team, partner across IT and business units, and drive measurable outcomes while shaping AI-ready support in a remote