Solutions and Services Manager

Role: ServiceNow Principal / Lead Engineer

Employment Type: Full-Time

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

Work Model: Hybrid

Duration: Permanent

Main Duties / Responsibilities

• Lead the design, configuration, development, and implementation of enterprise ServiceNow solutions across ITSM and related modules.
• Own hands-on configuration and development within ServiceNow, including workflows, business rules, client scripts, script includes, Flow Designer, and integrations.
• Drive the execution of ServiceNow 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 ServiceNow 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 ServiceNow solutions.
• Implement and enforce ServiceNow best practices, platform governance, and ITIL-aligned service management processes.
• Oversee ServiceNow 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 IntegrationHub, APIs, and enterprise tools.
• Define and monitor ServiceNow performance metrics, SLAs, and KPIs; develop dashboards and reports using ServiceNow Performance Analytics and related tools.
• Stay current with ServiceNow 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.

Required Qualifications

• Bachelor's degree in Information Technology, Computer Science, or a related field (or equivalent practical experience).
• 7-10 years of hands-on ServiceNow engineering and development experience.
• Strong experience configuring and developing ServiceNow solutions (ITSM focus).
• Advanced knowledge of ServiceNow scripting using JavaScript (Business Rules, Client Scripts, Script Includes).
• Experience with Flow Designer, IntegrationHub, 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.

Preferred Qualifications

• Experience with ServiceNow 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 ServiceNow (Virtual Agent, Predictive Intelligence).
• Experience supporting enterprise or public-sector ServiceNow 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 https://dexian.com/.

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.