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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Manager - IT Service Management - **Company:** Maximus, Inc. - **Location:** Marquette, MI, United States (Remote available) - **Experience:** Experienced - **Contract:** Permanent contract - **Skills:** Artificial Intelligence, Knowledge Management, Search Technologies, Service Design, Information Technology, Data Analytics, Servicenow - **Published:** November 7, 2026 - **Apply:** https://www.careerbuilder.com/job-details/manager-it-service-management-marquette-mi--36209101-f2f8-49b7-8953-0f1a42cddc55 ## About the Role IT Service Management (ITSM), Management of Information Systems/Technology (MIS), Maintenance Services, Operations Management, Knowledge Management, Automation, Technical Support, ServiceNow, Operational Strategy, Best Practices, Bachelor's degree in relevant field of study and 5+ years of relevant professional experience required, or equivalent combination of education and experience. Job-Specific Minimum Requirements: - 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. Preferred Skills and Qualifications: - ServiceNow Certified System Administrator (CSA). - Certified Implementation Specialist (CIS-ITSM). - ServiceNow HAM Pro Experience. - ServiceNow SAM Pro Experience. - Experience with Performance Analytics, Employee Center, Virtual Agent, and AI Search. - Knowledge-Centered Service (KCS) experience or certification. - Experience supporting large-scale digital transformation or enterprise service management initiatives. #techjobs #veteransPage #LI-remote ## Description Maximus seeking an experienced and highly motivated Manager, Enterprise Service Management & Knowledge Experience to lead the transformation and manage operations of Enterprise Service Request Management, Knowledge Management, Service Catalog, and Service Automation capabilities across the organization. This is a hands-on role for someone who thrives at the intersection of process, technology, data, and employee experience. You will be responsible for modernizing how Maximus employees consume IT services through self-service, automation, knowledge, and ServiceNow platform capabilities. The ideal candidate is a builder and change agent with hands on operational expertise in ITSM, ITIL best practices, ServiceNow, workflow automation, and stakeholder engagement. You will lead a small team while partnering across IT and business organizations to simplify service delivery, improve operational efficiency, and drive measurable business outcomes. This role offers a unique opportunity to shape the future of Enterprise Service Management, establish modern service experiences, and build the foundation for AI-enabled support and automation. This is a remote position. Essential Duties and 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. Job-Specific Essential Duties and Responsibilities: - Lead Enterprise Service Request Management: Own the strategy, governance, modernization, and continuous improvement of ServiceNow Service Catalog, Employee Center, and Request Management capabilities. - Drive ServiceNow Automation: Design and improve automated workflows using Flow Designer, Workflow Editor, Service Catalog, Employee Center, and ITSM capabilities to reduce manual effort and improve fulfillment speed and consistency. - Manage Service Catalog Governance: Oversee catalog intake, rationalization, approvals, lifecycle management, service ownership, OLAs, KPIs, and retirement of outdated or duplicate services. - Lead Knowledge Management: Establish and evolve the enterprise Knowledge Management program, including governance, KCS best practices, self-service content, AI-ready knowledge, and adoption metrics. - Drive Data-Based Decisions: Develop KPIs, dashboards, and analytics to measure service performance, automation benefits, knowledge utilization, customer satisfaction, and self-service effectiveness. - Advance ITSM Process Excellence: Apply ITIL best practices across Request, Knowledge, Incident, Change, Problem, and Asset Management while leading process improvement and service standardization. - Partner Across IT & Asset Management: Collaborate with business stakeholders, ServiceNow teams, SAM, and HAM to improve software and hardware fulfillment, lifecycle governance, compliance, and operational efficiency. - Lead & Develop Teams: Mentor ITSM professionals, foster accountability and continuous improvement, and build strong partnerships across technical and business organizations.