Senior ITSM & ServiceNow Leader - Remote

Maximus; Richmond (VA); Remote; USD 90,000 - 135,000; Full time

Job summary

Maximus seeks an experienced Manager, Enterprise Service Management & Knowledge Experience to lead transformation of ES RM, Knowledge, Service Catalog, and Service Automation across the organization. This hands-on role blends process, technology, data, and employee experience, modernizing how employees access IT services through self-service, automation, and ServiceNow capabilities.

The ideal candidate will be a builder and change agent with ITIL best practices, strong stakeholder engagement,

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.
• 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.

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

ITIL v4

ServiceNow

Workflow automation

ITSM

Leadership

Stakeholder engagement

Knowledge Management

Data analytics

Service Catalog

AI readiness

Education

Bachelor’s degree

Tools

Flow Designer

Workflow Editor

Service Catalog

Employee Center

Job description

Maximus seeks an experienced Manager, Enterprise Service Management & Knowledge Experience to lead transformation of ES RM, Knowledge, Service Catalog, and Service Automation across the organization. This hands-on role blends process, technology, data, and employee experience, modernizing how employees access IT services through self-service, automation, and ServiceNow capabilities.

The ideal candidate will be a builder and change agent with ITIL best practices, strong stakeholder engagement,