Digital Services Consultant- Hybrid - 80% Remote

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

Bachelor’s degree

Four years of experience in one or more of the following areas: process or service improvement; business analysis; project or program management; organizational development; change management; employee training and development; service design; or team facilitation

Equivalent education and experience 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

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)