Senior Manager, Enterprise Service Management & Knowledge

Maximus

Cheyenne (WY)

Remote

USD 90,000 - 135,000

Full time

4 days ago

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Job summary

Maximus seeks an experienced Manager, Enterprise Service Management & Knowledge Experience to lead transformation of ESRM, Knowledge Management, Service Catalog, and Service Automation across the organization. This remote role focuses on modernizing how Maximus employees access IT services through self-service, automation, knowledge, and ServiceNow capabilities.

The ideal candidate is a hands-on leader with ITSM, ITIL, and ServiceNow expertise, able to mentor a small team and collaborate with IT

Qualifications

Bachelor's degree or equivalent work experience in a related field.
5+ years of IT Service Management experience.
4+ years of hands-on ServiceNow platform experience.
3+ years of people leadership or enterprise process ownership.
ITIL v3/v4 Foundation Certification required.

Responsibilities

Lead Enterprise Service Request Management strategy and governance, including Service Catalog and Employee Center.
Direct Service Catalog management and catalog optimization.
Manage ServiceNow workflow automation initiatives using Flow Designer and Workflow Editor.
Establish OLAs, KPIs, and performance reporting.
Implement and improve enterprise Knowledge Management governance and lifecycle processes.
Drive knowledge-sharing, self-service, and AI-readiness activities; align stakeholders.
Leverage ServiceNow analytics to improve adoption and customer experience.
Lead ITSM process excellence across Request, Knowledge, Incident, Change, Problem and Asset Management.