Engineer, IT Consultant

Engineer, Applications Inside Higher Ed – Austin, Texas

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.

• Provide Service Management Platform maintenance, upgrade, configuration, and client support. Create procedures, meet unit goals, and Service Level objectives for day-to-day operations and quality improvement processes. Collaborate with IT team members to solve procedural, operational and technical problems.
• Meet business and service strategy goals for client support and application management. Work with vendors to roll out approved emerging technologies, practices, and processes.
• Partner with business and technology subject matter experts to ensure business requirements are optimized into technological solutions. Maintain appropriate documentation and procedures for Team Dynamix, IT Service Management Platform.
• Participate in training, remain current on Service Management platform features, benefits, modules, security, to ensure optimum performance of platform for user groups.
• Collaborate college wide 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.
• Oversee applications and operation delivery to provide timely and efficient delivery of services to customers and business partners: analyze workflow and work with Sr. Mgr. Applications Support to meet priorities and goals.
• Provide excellent customer service and support to requesting department team members, management, vendors and staff.

• Support cloud-based infrastructure (Team Dynamix) and all required integrations.
• Develop automation scripts and optimize performance for enterprise cloud environments.
• Secure and audit cloud environments in compliance with organizational policies.

• Serve as technical and support owner for the ITSM platform (e.g., Team Dynamix).
• Configure workflows, incident/request/change/problem management modules.
• Integrate Team Dynamix 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.

• 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 communication 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 - Team Dynamix, Microsoft, Google Workspace (multi-domain), Workspace ONE, JAMF.
• ITSM & Automation:
  Team Dynamix.
• Scripting & Dev Ops:
  Power Shell, Bash, Python, Apple Script, GAM, Ansible.
• Proven experience with engineering and administering ITSM platforms (Team Dynamix preferred) according to ITIL best practices.
• Workflow automation, scripting, and low-code development.
• Experience with iPaaS tools (e.g., Team Dynamix iPaaS, Workato, Boomi, Mule Soft, 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…