Solutions and Services Manager

Role

Solutions and Services Manager

Location:

Raleigh, NC

Job type:
Permanent

Reference: 989686

Role:
Service Now Principal / Lead Engineer

Employment Type:
Full-Time

Location:
Durham, NC (or nearby - RTP area)

Work Model:
Hybrid

Duration:
Permanent

• Lead the design, configuration, development, and implementation of enterprise Service Now solutions across ITSM and related modules.
• Own hands-on configuration and development within Service Now, including workflows, business rules, client scripts, script includes, Flow Designer, and integrations.
• Drive the execution of Service Now platform initiatives, ensuring scalable, secure, and high-performing solutions aligned with organizational goals.
• Provide technical leadership and mentorship to a team of approximately 7-10 Service Now engineers while remaining deeply hands-on in delivery.
• Collaborate with business stakeholders, service owners, and IT teams to gather requirements and translate them into effective Service Now solutions.
• Implement and enforce Service Now best practices, platform governance, and ITIL-aligned service management processes.
• Oversee Service Now modules such as Incident, Change, Problem, Request, CMDB, Asset, and Virtual Agent to ensure operational excellence.
• Partner with integration and infrastructure teams to support integrations using Integration Hub, APIs, and enterprise tools.
• Define and monitor Service Now performance metrics, SLAs, and KPIs; develop dashboards and reports using Service Now Performance Analytics and related tools.
• Stay current with Service Now releases, new features, and industry trends to continuously improve platform capabilities.
• Identify opportunities for automation, self-service, and AI-driven improvements to enhance user experience and service delivery.

• Bachelor's degree in Information Technology, Computer Science, or a related field (or equivalent practical experience).
• 7-10 years of hands-on Service Now engineering and development experience.
• Strong experience configuring and developing Service Now solutions (ITSM focus).
• Advanced knowledge of Service Now scripting using JavaScript (Business Rules, Client Scripts, Script Includes).
• Experience with Flow Designer, Integration Hub, REST/SOAP integrations, and platform customization.
• Proven experience leading or mentoring technical teams while remaining actively involved in coding and configuration.
• Strong understanding of ITIL-based service management processes.
• Excellent problem-solving, communication, and stakeholder collaboration skills.
• Ability to work in a fast-paced, delivery-focused environment and manage multiple priorities.

• Experience with Service Now modules such as ITAM, ITOM, CMDB, Virtual Agent, or Performance Analytics.
• Experience working in hybrid or Agile development environments.
• Exposure to AI-driven features within Service Now (Virtual Agent, Predictive Intelligence).
• Experience supporting enterprise or public-sector Service Now implementations.

Experience presenting technical solutions and platform updates to senior leadership.

Dexian stands at the forefront of Talent + Technology solutions with a presence spanning more than 70 locations worldwide and a team exceeding 10,000 professionals. As one of the largest technology and professional staffing companies and one of the largest minority-owned staffing companies in the United States, Dexian combines over 30 years of industry expertise with cutting-edge technologies to deliver comprehensive global services and support.

Dexian connects the right talent and the right technology with the right organizations to deliver trajectory-changing results that help everyone achieve their ambitions and goals. To learn more, please visit

Dexian is an Equal Opportunity Employer that recruits and hires qualified candidates without regard to race, religion, sex, sexual orientation, gender identity, age, national origin, ancestry, citizenship, disability, or veteran status.