Digital Services Consultant- Hybrid - 80% Remote

County of Wake, NC; Raleigh (NC); Hybrid; USD 105,000 - 120,000; Full time

Job summary

Wake County Information Technology seeks a Digital Services Consultant to join the new Project Management Office. This role blends hands-on process improvement, project consultancy, training, capacity building, and responsible AI adoption support.

The 80% hybrid position requires some onsite work in Raleigh, NC, with the ability to come in within one hour. You will lead cross-functional efforts to design improvements, train staff, and evaluate emerging technologies to advance county services.

Qualifications

• Bachelor’s degree and four years of experience in process/service improvement, business analysis, project/program management, organizational development, change management, employee training, service design, or team facilitation.

Responsibilities

• Leads and facilitates complex process design and improvement projects with senior leadership and frontline staff.
• Develops, delivers and evaluates training, coaching and employee engagement initiatives that build staff capability in process improvement and responsible use of emerging technologies, including AI.
• Researches and evaluates emerging practices and technologies, including AI, to identify opportunities for improved County operations and services.
• Partners with stakeholders to develop and validate feasible solutions to priority business and service-delivery challenges.
• Conducts stakeholder, customer and end-user interviews and observations to understand current processes and inform improvements.
• Documents findings and requirements to inform solution design and inform governance reviews.

Skills

Process design

Project management

Training & capacity building

Emerging technologies

Stakeholder collaboration

Requirements gathering

Education

Bachelor’s degree

Job description

What You'll Be Doing

As the Digital Services Consultant, you will play an integral role within Information Technology’s new Project Management Office, blending hands‑on process and service improvement, project consultancy, training and capacity building and responsible AI adoption support. We’re looking for a high‑energy, glass‑half‑full leader who loves getting to the root of problems, bringing people together and turning good ideas into meaningful improvements. Help us reimagine what it means to be a digital partner to our Wake County departments! Essential Functions:

Process design and improvement:

• Leads and facilitates complex process design and improvement projects in partnership with senior leadership, department leaders, and frontline staff
• Defines project scope, analyzes root causes, establishes measures of success and supports implementation and evaluation of improvements aligned with County priorities and department business plans

Training, coaching and organizational capacity‑building:

• Develops, delivers and evaluates training, coaching and employee engagement initiatives that build staff capability in process improvement, service design, innovation and the responsible use of emerging technologies, including AI
• Helps departments apply these skills and practices and sustain adoption across the organization

Emerging practices and technology evaluation:

• Researches and evaluates emerging practices, service‑delivery approaches and technologies, including AI, to identify opportunities for improved County operations and services
• Helps departments develop technology use cases that identify business needs, expected benefits, resource requirements and risks for review through the County’s IT governance framework.

Collaborative solution development:

• Partners with internal and external stakeholders, customers and end users to develop and validate feasible solutions to priority business and service‑delivery challenges
• Facilitates evaluation of options based on user needs, anticipated benefits, feasibility and resource requirements and builds support for recommended approaches

Needs assessment and requirements development:

• Conducts stakeholder, customer and end‑user interviews, on‑site observations and workflow assessments to understand current processes, service experiences, staffing needs and equipment and technology requirements
• Documents findings and requirements to inform process improvements and solution design

NOTE: This is an 80% hybrid role that requires some work onsite at the Raleigh, NC office, with the ability to be onsite within one hour.

About Our Team

Wake County Information Technology is in the heart of Raleigh’s booming downtown, a part of the Research Triangle area. If you’re a tech‑guru, this is the place to be. Our team of smart, dedicated people is respected within our organization and recognized as leaders in the use of technology by the prestigious Center for Digital Government, regularly ranking in the top ten among counties with a population for 1 million or more and garnering a #1 spot in Digital Government experience. Our team members are our most valued asset and treated as such with competitive salaries and top‑notch benefits. We believe a good work/life balance helps people make better decisions, be more creative and enjoy coming to work. If you thrive in a highly collaborative, fast‑paced, supportive environment, then you owe it to yourself to check us out.

The Basics (Required Education and Experience)

• Bachelor’s degree
• Four years of experiencein one or more of the following areas: process or service improvement;business analysis; project or program management; organizationaldevelopment; change management; employee training and development; servicedesign; or team facilitation
• Equivalent education andexperience are accepted

• Please include ALL prior work experience on your application and resume.

Beyond the Basics (Preferred Education and Experience)

• Experience using emerging technologies, such as AI, to improve business processes, research, information synthesis, or service delivery and reviewing outputs for accuracy and usefulness
• Experience identifying and evaluating emerging technologies, including AI use cases; documenting anticipated benefits and risks; or supporting pilot projects with business and IT partners
• Experience developing training, guidance, or change management activities to support employees’ responsible adoption of emerging technologies, including AI
• Experience collaborating with stakeholders to identify needs and lead or support initiatives that improve processes, services, or organizational capabilities
• Experience working in a government setting

How Will We Know You're 'The One'?

• Ability to identify issues, obtain relevant information, relate and compare data from different sources and identify alternative solutions
• Ability to plan and implement change initiatives, support innovation and creativity by encouraging staff to accept and resolve challenges and remain flexible to meet constantly changing and sometimes opposing demands
• Ability to present information clearly to individuals or groups, tailor presentations to the audience, communicate effectively verbally and in writing to groups or individuals and listen and respond appropriately to others
• Skill and ability to coordinate, facilitate and participate in collaborative efforts to complete tasks or assignments
• Ability to identify problems, determine possible solutions and actively work to resolve issues
• Ability to integrate technology in the workplace efficiently and cost‑effectively to improve program effectiveness, develop strategies that use new technology to enhance decision‑making and understand the impact of technological change on the organization
• Ability to guide others to develop new skills and knowledge to enhance their work, and to design, develop, and/or deliver training programs

About This Position

Location: WCOBRaleigh, NC 27602

Employment Type: Regular

Work Schedule: Mon- Fri, 8:30am - 5:15pm

Hiring Range: 105,000.00 – 120,000.00

Market Range: 76,986.00 - 138,582.00

Please include ALL prior work experience on your application and resume.

Posting Closing Date: 7:00 pm on 11/15/2026

What Makes Wake Great

Consistently ranked high among the best places to live and work in America, Wake County is the proud home to NC State University, Research Triangle Park, and the two‑time Stanley Cup Champion Carolina Hurricanes, winners in 2006 and 2026. In addition to being Wake County’s seat of government, Raleigh is also the center of state government, with the Capitol Building, legislature and many state government offices located in Raleigh. With an estimated population of just over 1.2 million residents, Wake County is North Carolina’s most populous county. Entertainment, recreation, and art and culture abound with the North Carolina Museum of Art, JC Raulston Arboretum, and the Neuse River Trail all in the heart of Wake County. Wake County uses the Council/Manager form of government. Currently, the seven members of the Board of Commissioners are elected by district on a partisan basis and serve four‑year terms. Starting in fall 2026, the Wake County Board will have seven commissioners elected by voters in their districts and two at‑large commissioners elected by the whole County. The County is regarded as a fiscally responsible and well‑managed government, enjoying a AAA bond rating. The County’s FY2027 General Fund budget is approximately $2.28 billion, and the County has more than 5,000 full time employees. Wake County Government came in at #2 on the Healthiest Employers list for 2024. This year, US News & World Report ranked Raleigh #5 on its list of Best Places to Live, and the Milken Institute ranked Raleigh #1 on its 2025 list of Best‑Performing Cities.

Equal Opportunity Statement

Wake County provides equal employment opportunities (EEO) to all employees and applicants foremployment without regard to race, color, religion, sex, national origin, age, disability or genetics.

Background Check Statement

Position may require a background check that mayinclude: criminal, credit, motor vehicle, education, and sexual offender registry or others based on jobrequirements. Unless required by state law, a record of conviction will not automatically exclude you fromconsideration for employment. Wake County Government is an Equal Opportunity Employer.

Emergency Service Worker Statement

In the event of an emergency, as determined by the County Manager or designee, participation in preparedness and response operations should be expected.Employee may be required to fill a temporary assignment in a role different from standard duties, work hours and/or work location in preparation for, duringand after the emergency. Employee may also be required to participate in relevant exercises and regular preparedness training.