SOLUTIONS & SERVICE MANAGER - 40011302

About the role

Join Durham County Government Durham County Government is home to over 2,000 dedicated professionals working together to deliver essential services that strengthen and support our vibrant, diverse community. As the heart of a fast-growing region, we offer meaningful careers across a wide range of fields—giving you the opportunity to make a real impact where you live, work, grow, and play. Learn more at www.dconc.gov.

Responsibilities

• Leads the ServiceNow development lifecycle from requirements gathering to solution delivery across modules such as Incident, Change, Problem, Request, Asset, CMDB, and Virtual Agent.
• Supervises ServiceNow developers and other technical staff; mentors team members and ensures ongoing training and performance excellence.
• Collaborate with County departments to gather service needs, prioritize solutions, and align platform use with business objectives.
• Manages vendor relationships and platform licensing, contracts, and support arrangements.
• Defines service metrics, SLAs, and KPIs; creates dashboards and reports using Power BI and ServiceNow Performance Analytics.
• Oversee ServiceNow platform governance, ensuring compliance with County standards, ITIL practices, cybersecurity policies, and data management rules.
• Guides continuous improvement and digital transformation efforts using automation, AI, and self-service technologies.
• Coordinates with enterprise support teams (Service Desk, Infrastructure, Applications) to ensure integrated service delivery.
• Stays current with ServiceNow releases, public sector trends, and regulatory requirements that may impact platform capabilities or services.
• Performs work as assigned.

Requirements

• Comprehensive understanding of the ServiceNow platform, including ITSM, ITAM, ITOM, CMDB, and related development frameworks.
• Strong knowledge of ITIL-based service management principles and enterprise support processes.
• Working knowledge of enterprise IT infrastructure, software licensing, and asset lifecycle management.
• Familiarity with AI/ML features in ServiceNow such as virtual agents, predictive intelligence, and workflow automation.
• Understanding of cybersecurity, data governance, and compliance as they apply to public sector IT environments.
• Proficient in ServiceNow administration, configuration, scripting (JavaScript), and integration via Flow Designer and IntegrationHub.
• Skilled in leading platform development teams using Agile or hybrid project methodologies.
• Strong data reporting and dashboard design skills using tools such as Power BI and ServiceNow Performance Analytics.
• Excellent written and verbal communication skills; capable of translating technical concepts for non-technical audiences.
• Skilled in vendor relationship management and platform contract oversight.
• Ability to supervise, mentor, and evaluate technical team members in a hybrid work environment.
• Ability to design scalable digital workflows and service automation strategies that align with County goals.
• Ability to lead cross-functional platform initiatives, balancing security, performance, and user experience.
• Ability to manage competing priorities, respond to emergencies, and adapt to changing technologies or regulations.
• Ability to build consensus and drive adoption of enterprise solutions across diverse stakeholder groups.
• Ability to provide training and technical coaching.

Qualifications

• Bachelor’s degree in information technology, Computer Science, or a related field.
• 10+ years of progressive experience in IT service management, infrastructure or enterprise IT systems.
• At least 8 years of hands-on experience in ServiceNow configuration and development.
• Experience supervising technical teams and managing large-scale enterprise platforms.

Skills

• Comprehensive understanding of the ServiceNow platform, including ITSM, ITAM, ITOM, CMDB, and related development frameworks.
• Strong knowledge of ITIL-based service management principles and enterprise support processes.
• Working knowledge of enterprise IT infrastructure, software licensing, and asset lifecycle management.
• Familiarity with AI/ML features in ServiceNow such as virtual agents, predictive intelligence, and workflow automation.
• Understanding of cybersecurity, data governance, and compliance as they apply to public sector IT environments.
• Proficient in ServiceNow administration, configuration, scripting (JavaScript), and integration via Flow Designer and IntegrationHub.
• Skilled in leading platform development teams using Agile or hybrid project methodologies.
• Strong data reporting and dashboard design skills using tools such as Power BI and ServiceNow Performance Analytics.
• Excellent written and verbal communication skills; capable of translating technical concepts for non-technical audiences.
• Skilled in vendor relationship management and platform contract oversight.
• Ability to supervise, mentor, and evaluate technical team members in a hybrid work environment.
• Ability to design scalable digital workflows and service automation strategies that align with County goals.
• Ability to lead cross-functional platform initiatives, balancing security, performance, and user experience.
• Ability to manage competing priorities, respond to emergencies, and adapt to changing technologies or regulations.
• Ability to build consensus and drive adoption of enterprise solutions across diverse stakeholder groups.
• Ability to provide training and technical coaching.

Benefits

Not specified.

Pay

$90,186 - $153,208

Schedule

(37.5 hrs/week) Exempt