Service Management Intern

Job Description

Raleigh is... A great place to get your first summer job, enter the workforce right out of high school, begin your professional journey as a new graduate, start a second career or work part-time after retirement.

Raleigh is... Fueled by an impressive mix of education, ingenuity and collaboration, and has become an internationally recognized leader in life science and technology innovation. We’re a 21st century city of innovation focusing on environmental, cultural, and economic sustainability.

Raleigh employees... Welcome growth and diversity through programs that protect and enhance the City’s neighborhoods, natural amenities, history, and cultural and human resources for future generations.

The City of Raleigh's Information Technology Department is seeking a motivated and tech-savvy individual to join our team as a Service Management Intern. This position offers a unique opportunity to gain hands-on experience supporting enterprise data platforms, including working with municipal services like Trimble Unity Construct and Unity Maintain, as well as the DocTract document management system. The intern will not only support first-tier user support and administration but will also ensure the smooth running and stability of critical City services around construction, field services, and policy. The Service Management Intern will collaborate with IT professionals and City employees to understand service usage, document process, and participate in continual service improvement.

This internship opportunity is a paid position available to work approximately between May through August 2026. Position pay rates are dependent upon education and experience and range from $18 per hour for Undergraduate students and up to $20 per hour for Graduate students.

Duties and Responsibilities

The intent of this job description is to provide a representative summary of the major duties and responsibilities performed by employees in this job. Employees may be requested to perform job-related tasks other than those specifically presented in this description.

• Assist in the administration, monitoring, and configuration of multiple service offerings, including Unity Construct, Unity Maintain, and DocTract
• Support user account creation and maintenance, triage system issues, and assist with incident intake, tracking, and resolution
• Participate in the evaluation and potential implementation of new processes and configurations
• Assist in supporting the City's DocTract policy management system, including data loading, workflows, and performance monitoring

Typical Qualifications

• Pursuing or recently completed a degree in Information Technology, Computer Science or a related field
• Foundational understanding of service management and ticketing systems (including as a user in a customer support setting)
• Strong analytical, problem-solving, communication and interpersonal skills
• Eagerness to learn new tools, technologies, and processes
• Ability to work effectively both in a team and independently

Additional Information

What You Will Gain:

• Practical experience working with enterprise municipal services
• Insight into public sector IT practices
• Opportunities to develop technical skills in service management, application configuration, and service stability
• Enhanced communication and documentation skills
• Mentorship and guidance from experienced IT professionals
• Exposure to emerging IT trends
• Networking opportunities within the IT industry and the public sector, including interfacing with City leadership around policy retention

ADA and Other Requirements:

Work Environment and Physical Effort:
Sedentary: Exerting up to 10 pounds of force occasionally, a negligible amount of force frequently, and/or constantly having to lift, carry, push, pull, or otherwise move objects, including the human body.

Work Environment:
Work is typically performed in an office or similar indoor environment.

Work Exposures:
Work in this position does not require frequent environmental exposures. Employees may occasionally be exposed to Individuals who are hostile or irate.

City of Raleigh is an Equal Employment Opportunity (EEO) employer. Accommodations for individuals with disabilities are provided upon request.