IT COMMUNICATIONS AND ENGAGEMENT SPECIALIST - 40011500

Durham County•Durham, NC

21h

About The Position

The IT Communications and Engagement Specialist provides oversight for Enterprise IT’s communication strategy, effective stakeholder engagement, and organizational change management within Durham County Government. This role develops and executes strategies across diverse channels, including internal and external websites (intranet and extranet), digital handbooks, the IT service catalog and knowledge base, email campaigns, digital signage, interactions with county departments and end-users, organizational surveys, and the annual IT report. The position emphasizes outward-facing communications, knowledge management, professional internal standards, and data-driven customer feedback to enhance visibility, awareness, and service impact.

Requirements

Demonstrated technical writing and design skills, with a track record of implementing creative content and communication strategies; ability to translate complex technical concepts into clear, understandable information for diverse audiences.
Strong writing, editing, and verbal communication skills, with the ability to engage effectively with leadership, technical teams, and a wide range of stakeholders.
Experience with survey tools, analytics, engagement practices, and dashboard reporting to measure and communicate the effectiveness of communication efforts.
Familiarity with platforms such as ServiceNow, Microsoft 365, ERP systems, or chatbot tools, and the ability to leverage these tools to enhance communication and service delivery.
Knowledge of local government operations and public sector communications, including experience supporting or developing submissions for industry or government awards.
Demonstrated ability to manage multiple projects and deadlines while working both independently and collaboratively, including leading cross-functional efforts when needed.
Service-oriented mindset with a focus on service quality, responsiveness, and continuous improvement in communication and engagement practices.
Requires a Bachelor’s degree in Communications, Public Relations, Marketing, Journalism, Information Technology, or a related field.
5-7 years of professional communications experience, preferably in IT, technology or public sector.

Responsibilities

Develop and manage IS&T’s internal communications strategy.
Create clear, concise messaging for IT initiatives, system changes, policies, and milestones.
Establish and maintain a consistent IS&T tone and voice for staff, departments, and executives.
Draft executive-level talking points, briefings, and communications on behalf of the Chief Information Officer (CIO).
Coordinate with IT teams to ensure timely, accurate, and engaging updates.
Lead the development and submission of at least five (5) major IT award nominations annually, including Digital Counties Survey, NACo (National Association of Counties) Achievement Awards, and other industry or innovation recognitions.
Partner with subject matter experts to gather impact data, outcomes, and narratives.
Maintain an awards calendar and reusable content library.
Coordinate the Countywide IT Satisfaction Survey (biennial) and the IS&T Workforce Engagement Survey (annual).
Analyze results and produce summaries or dashboards for leadership.
Support communications and follow-up actions tied to improvement initiatives.
Serve as communications lead for major IT initiatives such as Copilot, ERP modernization, ServiceNow enhancements, and disaster recovery efforts.
Develop communications plans, training announcements, adoption materials, and post-launch updates.
Collaborate with project managers and vendors to align messaging and rollout timing.
Promote IT self-service tools including the County’s virtual assistant and the IT knowledge base.
Support simplification and improvement of knowledge articles for usability and engagement.
Develop campaigns to increase self-service adoption and reduce repeat service requests.
Assist with communications related to digital equity, broadband expansion, and community-facing IT initiatives as needed.
Supervises, directs, and evaluates assigned staff, processing employee concerns and problems, directing work, counseling, disciplining, and completing employee workplans and performance appraisals.
Performs related tasks as required.