Engineer, Applications

Austin Community College • Austin, TX

52d • Hybrid

About The Position

Austin Community College (ACC) is seeking a highly skilled and versatile Applications Engineer to support the college's IT Service Management Platform. This role blends systems administration, automation, security, and application support to deliver a stable, modern, and secure IT Service Management Platform that supports faculty, staff, and students across ACC campuses.

Requirements

• Knowledge of Information Technology Infrastructure Library (ITIL).
• Customer service techniques and practices.
• Maintaining an established work schedule and providing on call direction as needed to resolve computer-related problems.
• Effectively using interpersonal and communications skills, including tact and diplomacy.
• Effectively using organizational and planning skills with attention to detail and follow-through.
• Maintaining confidentiality of work-related information and materials.
• Excellent communication, written and verbal, and interpersonal skills.
• Handling multiple projects and meeting deadlines.
• Cloud/Infra: Service management platform - TeamDynamix, Microsoft, Google Workspace (multi-domain), Workspace ONE, JAMF
• ITSM & Automation: Team Dynamix
• Scripting & DevOps: PowerShell, Bash, Python, AppleScript, GAM, Ansible.
• Proven expierence with enginerring and administering ITSM platforms (TeamDynamix preferred) according to ITIL best practices
• Workflow automation, scripting, and low-code development
• Experience with iPaaS tools (e.g., TeamDynamix iPaaS, Workato, Boomi, MuleSoft, or similar) used to create API-driven workflows, system integrations, and automated date processes.
• Five to Ten years equivalent experience
• Experience with configuration and engineering of IT Service Management platform(s) according to ITIL best practices.
• Knowledge of endpoint lifecycle management, security compliance.
• Experience integrating enterprise platforms and working in multi-stakeholder environments.
• Bachelor's degree.

Nice To Haves

• Bachelor's degree in computer engineering, computer science, or related field.
• ITIL Foundation.
• Knowledge of modern MDM/endpoint strategies (Intune, Workspace ONE).
• Reliable transportation for travel in the Austin area as required.
• Valid Texas Driver's License

Responsibilities

• Provides Service Management Platform maintenance, upgrade, configuration, and client support.
• Creates procedures, meets unit goals, and Service Level objectives for day-to-day operations and quality improvement processes.
• Collaborates with the IT team members to solve procedural, operational and technical problems.
• Meets business and service strategy goals for client support and application management.
• Works with Vendors to roll out approved emerging technologies, practices, and processes.
• Partners with business and technology subject matter experts to ensure business requirements are optimized into technological solutions.
• Maintains appropriate documentation and procedures for Team Dynamix, IT Service Management Platform.
• Participates in training, is required to remain current on Service Management platform features, benefits, modules, security, to ensure optimum performance of platform for user groups.
• Collaborates collegewide with business owners, development teams and technology leaders on product development, best practices, and automation: Ensure effective governance to review, enhance, and/or develop a software asset management framework, policies, processes, and procedures, metrics and KPIs.
• Oversees applications and operation delivery to provide timely and efficient delivery of services to customers and business partners: Analyzes workflow and works with Sr. Mgr. Applications Support to meet priorities and goals.
• Provides excellent customer service and support to the requesting department team members, management, vendors and staff.
• Support cloud-based infrastructure (TeamDynamix) and all required integrations.
• Develop automation scripts and optimize performance for enterprise cloud environments.
• Secure and audit cloud environments in compliance with organizational policies.
• IT Service Management Platform Administration Serve as technical and support owner for the ITSM platform (e.g., TeamDynamix).
• Configure workflows, incident/request/change/problem management modules.
• Integrate TeamDynamix with third-party platforms (e.g., Okta, Jamf, Workspace1, Active Directory, monitoring tools).
• Automate processes and APIs for enhanced user experience.
• Maintain platform documentation, provide training, and ensure change management compliance.

Benefits

• Full-time faculty and staff employees who work in full-time and/or part-time positions at the college are eligible for ACC medical benefits effective the first of the month after their first 60 days of employment. Benefits include medical, dental, life insurance, short- and long-term disability, retirement plans, and AD&D.
• ACC does not participate in Social Security.
• ACC participates in the Teacher Retirement System of Texas (TRS) and the Optional Retirement Program (ORP-Faculty and Administrators Only).
• Hourly employees participate in the ACC Money Purchase Plan (ACCMPP) as a retirement program required by federal law.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 1,001-5,000 employees