SOLUTIONS & SERVICE MANAGER - 40011302

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SUMMARY OBJECTIVE:

The purpose of this position is to lead the design, development, and implementation of enterprise service management solutions using the ServiceNow platform primarily and other platforms support by County IT. This includes managing digital workflows, IT Asset Management (ITAM), IT Service Management (ITSM), and AI-driven automation to improve County service delivery. The position provides strategic direction, supervises development staff, and ensures alignment with County goals, governance policies, and industry best practices. This class works independently, under general supervision, and reports major initiatives and platform performance through strategic planning sessions and executive updates.

ESSENTIAL FUNCTIONS:

The essential functions listed below represent the majority of the responsibilities of this position. Management may assign additional functions as needed.

• 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.

KNOWLEDGE, SKILLS AND ABILITES: 

• 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.

MINIMUM EDUCATION AND EXPERIENCE REQUIREMENTS:

• 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.

SPECIAL CERTIFICATIONS AND LICENSES:

• Project Management Professional Certification, preferred.
• Must possess and maintain a valid state driver’s license with an acceptable driving history.

PHYSICAL DEMANDS:

Physical demands refer to the requirements for physical exertion and coordination of limb and body movement.

• Performs sedentary work that involves walking or standing some of the time and involves exerting up to 10 pounds of force on a regular and recurring basis or sustained keyboard operations.

UNAVOIDABLE HAZARDS (WORK ENVIRONMENT):

Unavoidable hazards refer to the job conditions that may lead to injury or health hazards even though precautions have been taken.
• None.

AMERICANS WITH DISABILITIES ACT COMPLIANCE:

Durham County is an Equal Opportunity Employer. ADA requires Durham County to provide reasonable accommodations to qualified persons with disabilities. Prospective and current employees are encouraged to discuss ADA accommodations with management.

STANDARD CLAUSES:

May be required to work nights, weekends, holidays and emergencies (man-made or natural) to meet the business needs of Durham County.

This job description is not designed to cover or contain a comprehensive listing of essential functions and responsibilities that are required of an employee for this job. Other duties, responsibilities, and activities may change or be assigned at any time with or without notice.

ESSENTIAL SAFETY FUNCTIONS:

It is the responsibility of each employee to comply with established policies, procedures and safe work practices. Each employee must follow safety training and instructions provided by their supervisor. Each employee must also properly wear and maintain all personal protective equipment required for their job. Finally, each employee must immediately report any unsafe work practices or unsafe conditions as well as any on-the-job injury or illnesses.

Every manager/supervisor is responsible for enforcing all safety rules and regulations. In addition, they are responsible for ensuring that a safe work environment is maintained, safe work practices are followed and employees are properly trained.

AMERICANS WITH DISABILITIES ACT COMPLIANCE:

Durham County is an Equal Opportunity Employer. ADA requires Durham County to provide reasonable accommodations to qualified persons with disabilities. Prospective and current employees are encouraged to discuss ADA accommodations with management.