| Purpose of the Position: |
The IT Service Management Engineer II serves as the Product Owner and primary administrator for the university’s Service Management platform (TeamDynamix). This role drives platform adoption, workflow automation, and campus-wide integration so that all UAH Information Technology units operate as a cohesive, aligned support organization. This position focuses on the strategic configuration, business process design, low-code SaaS platform administration, portal usability/accessibility (UI/UX), and operational analytics rather than day-to-day desktop support or raw software development.
We encourage applications from collaborative, process-minded problem solvers with backgrounds in IT service delivery, systems configuration, business analysis, or digital process design who meet the overall experience equivalency requirements.
Duties / Responsibilities:
TeamDynamix (TDX) Administration, Data Analytics & Dashboards:
• Own full administrative configuration, governance, and ongoing optimization of TeamDynamix (ITSM, Project Management, Assets, Service Catalog, and Technician Portal).
• Maintain platform organization, category structures, ticket fields, service catalogs, security roles, and user permission structures to ensure long-term data integrity. Design, build, and maintain operational reports, dashboards, and trend analysis tools in TDX to measure service health, track KPIs, and provide actionable business intelligence to leadership.
Digital Process Design & Enterprise Workflow Automation:
• Analyze, simplify, and map complex administrative and technical processes into clear, automated digital workflows using low-code tools.
• Lead iPaaS and workflow automation initiatives that replace manual processes and connect TeamDynamix to other core university systems (e.g., Microsoft 365, Duo MFA, SIS/ERP).
• Identify, standardize, and migrate fragmented internal tools into the enterprise TeamDynamix / iPaaS environment to reduce technical debt.
Campus Consulting, Onboarding & Stakeholder Alignment:
• Serve as the primary technical consultant to campus units transitioning to the shared service platform: gather operational requirements, evaluate process needs, and configure TeamDynamix to meet their specific support needs.
• Facilitate stakeholder alignment and change management to bring new campus service groups into a standardized, enterprise-wide support model.
Portal UI/UX, Frontline Optimization & Accessibility:
• Design intuitive, user-friendly client portal pages, service catalog layouts, dynamic ticket forms, and Knowledge Base (KB) templates that make requesting and delivering support simple for students, faculty, and staff.
• Ensure all public-facing portal interfaces, form templates, and KB articles comply with university web accessibility standards (WCAG 2.1 AA / Section 508).
• Partner with the Service Desk and Desktop Support teams to simplify technician toolsets, streamline ticket forms, reduce training burdens, and improve Tier-1 resolution speed.
• Maintain comprehensive administrative documentation, integration maps, and knowledge base guidance for system workflows.
• Perform other related operational, strategic, or technical duties as assigned by the Director of Client Services.
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| Minimum Requirements: |
• Bachelor's degree in Information Technology, Computer Science, User Experience (UI/UX), Information Systems, or a related field—or an equivalent combination of education and experience.
• Minimum of 8 years of experience in an IT service, systems configuration, business analysis, or technical customer support environment.
• Demonstrated aptitude for business process mapping, workflow design, and translating complex operational needs into clear, structured forms or low-code logic.
• Strong written and verbal communication skills, with proven ability to present technical concepts clearly to non-technical stakeholders.
• Foundational understanding of user experience (UI/UX) principles, information architecture, and web accessibility standards (WCAG 2.1 AA / Section 508) for organizing portal content, forms, and templates.
• Basic working knowledge of system integration concepts, logic-based automation, or web APIs (REST/SOAP).
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| Desired Qualifications: |
• 3 or more years of hands-on enterprise ITSM platform administration, with a strong preference for TeamDynamix (including forms, workflows, permissions, report builder/dashboards, and iPaaS connectors); ServiceNow, Cherwell, or equivalent experience is preferred.
• Hands-on experience designing and building enterprise workflow automation / iPaaS solutions and working directly with APIs is desired.
• Experience working in a higher education environment is preferred.
• Familiarity with endpoint management tools (Jamf, SCCM/Intune) is desired.
• Experience designing accessible, user-friendly web portal layouts, Knowledge Base (KB) article templates, or dynamic web forms using HTML/CSS or platform layout builders is desired.
• Formal coursework, training, or certifications in UI/UX design, Human-Computer Interaction (HCI), Process Improvement (e.g., Lean / Six Sigma), or ITIL frameworks is desired.
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