ServiceNow Solutions & Enterprise Service Manager

Durham County Department of Social Services; Durham (NC); On-site; USD 90,186 - 153,208; Full time

Job summary

Durham County Government Information Services & Technology is seeking a senior ServiceNow architect to lead design, development, and implementation of enterprise service management solutions. You will manage digital workflows, ITSM, ITAM, ITOM, and AI-driven automation, ensuring alignment with county goals and ITIL practices.

Leading a team of developers, you will coordinate cross-department needs, manage vendor contracts, and create dashboards with Power BI and ServiceNow analytics.

Qualifications

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

Responsibilities

• Lead the ServiceNow development lifecycle across ITSM/ITAM/ITOM modules.
• Mentor developers and ensure ongoing training and performance.
• Collaborate with County departments to prioritize needs and align platform use.
• Define service metrics, SLAs, and KPIs; build dashboards with Power BI.
• Oversee platform governance and cybersecurity/compliance requirements.

Skills

ServiceNow admin

ITIL concepts

JavaScript

Power BI

IT governance

Team leadership

Agile methods

Cybersecurity

Education

Bachelor's degree in IT

Tools

Flow Designer

IntegrationHub

Job description

Durham County Government Information Services & Technology is seeking a senior ServiceNow architect to lead design, development, and implementation of enterprise service management solutions. You will manage digital workflows, ITSM, ITAM, ITOM, and AI-driven automation, ensuring alignment with county goals and ITIL practices.

Leading a team of developers, you will coordinate cross-department needs, manage vendor contracts, and create dashboards with Power BI and ServiceNow analytics.