Solutions & Service Manager

Overview

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Department: Information Services & Technology

Date Posted: January 28, 2026

Closing Date: Open Until Filled

Hiring Range: $90,186 - $153,208

Position Number:

Job Type: Full-Time, (37.5 hrs/week) Exempt

Note: This is a repost and is subject to close at any time without prior notification.

The purpose of this position is to lead the design, development, and implementation of enterprise service management solutions using the Service Now platform primarily and other platforms supported 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.

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

• Leads the Service Now development lifecycle from requirements gathering to solution delivery across modules such as Incident, Change, Problem, Request, Asset, CMDB, and Virtual Agent.
• Supervises Service Now 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 Service Now Performance Analytics.
• Oversee Service Now 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 Service Now releases, public sector trends, and regulatory requirements that may impact platform capabilities or services.
• Performs work as assigned.

• Comprehensive understanding of the Service Now 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 Service Now 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 Service Now administration, configuration, scripting (JavaScript), and integration via Flow Designer and Integration Hub.
• 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 Service Now 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.

• 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 Service Now configuration and development.
• Experience supervising technical teams and managing large-scale enterprise platforms.

• Project Management Professional…